Standard customer guidelines

Standard customer guidelines should be used during times of disruption such as cancellations, delays and schedule changes, when no specific customer guidelines have been issued under travel alerts.

Many of our guidelines are self-service and do not require a call our Trade Helpdesk for authorisation or waiver codes.

The links on the left will take you to the relevant standard customer guidelines section.

We want to inform customers as soon as their journey is impacted and in support of IATA resolution 830D, we require you to add the customer’s mobile phone number and email address into the bookings, instead of your own. Find out more.

Disrupted customers may also be eligible for compensation through EU Regulation 261/2004. Find out more.