I have a medical emergency and need to cancel

Most fares sold on our platform are non-refundable, and that does not change for medical reasons. Some airlines will consider a case individually, but there is no entitlement and the decision is theirs.

If you have travel insurance, contact your insurer first. Cancellation for illness or a family medical emergency is exactly what a policy is for, and an insurance claim is usually the realistic way to recover the cost of a non-refundable ticket. Your insurer will tell you what documentation they need.

Send medical documents to your insurer, not to us. We do not collect, hold or forward medical certificates, hospital records or any other health documentation, and we cannot submit them to the airline on your behalf.

To cancel, go to MyArea, then Extra Services, then Cancel Reservation, as early as you can. Our cancellation fee is set out in Section 11 of our Terms and Conditions and is waived with Premium Service. Everything an insurance claim needs, including your booking confirmation, payment record and itinerary, can be downloaded from MyArea.

If you bought Cancel for Any Reason, use that instead: no reason or documentation required, up to 72 hours before departure. The conditions are in the Cancel for Any Reason article.