Primera airline failure - information for AllClear Gold; Gold Plus and Traveller policyholders

On Monday 1st October, Danish airline, Primera Air ceased operations ahead of filing for bankruptcy.

Stansted Airport said in a statement: “Passengers due to travel with Primera Air are advised not to travel to the airport and instead contact the airline directly.” Birmingham Airport referred customers to the Civil Aviation Authority advice, which urged those expecting return flights to the UK with the operator to make fresh arrangements home.

If you are waiting to travel:

What should you do if your flight is cancelled?

It depends on how you purchased the flight. If you booked through a travel agent, then you may be covered by Atol protection. If you purchased the flight directly then normally this will not be covered by the Atol scheme.

If you have Primera Air flight only, customers are being advised not travel to the airport as Primera Air are no longer flying. If you have a Primera Air flight booked via your tour operator then contact them first.

Can you claim a refund through your credit card company?

You may be able to claim the cost of the flight back through the Consumer Credit Act. To be eligible for this, the flight has to have cost more than £100 and been paid for with a credit card.

If you are already abroad…

You will need to make your own arrangements to travel home. However, you will be covered under Scheduled Airline failure if the following apply:

The following cover applies for AllClear Gold, Gold Plus or Traveller policies bought on or before 1st October 2018

Scheduled airline failure is automatically included in AllClear Gold and Gold Plus policies (under End supplier failure). If you have an AllClear Traveller policy, you will only be covered if you bought ‘Scheduled airline failure’ as an optional extra.

Under Scheduled Airline Failure you can claim for unused flight charges (associated with the trip), that you cannot get a refund for elsewhere; if you haven’t travelled yet, or if the outward journey has been completed. Please see your policy wording for full details.

Alternatively, you can claim for the cost of a one-way airfare, of no greater standard than the original, to allow you to complete a return trip home.

Please be aware, you cannot claim under the standard Cancellation or Curtailment section of your cover as a result of Primera ceasing trading, but only in the ways listed above.

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