Offering the lowest fare available

Notifying customers of known delays, cancellations and diversions.

Delivering baggage on time

Allowing reservations to be held at the quoted fare without payment or cancelled without penalty for at least 24 hours after the reservation has been made.

Provide prompt refunds where due

Assisting and enabling customers with Special needs

Meeting customers essential needs during lengthy tarmac delays

Handling flight oversales

Disclosing cancellation policies and other information

Notifying customers in a timely manner of changes to travel itineraries

Ensuring responsiveness to customer complaints

Identifying the services provided to mitigate passenger inconvenience resulting from flight cancellations and misconnections

The Small Print

If you book and pay for your ticket through our Contact Centre, website or our airport ticket desk, and are unable to travel you should contact us regarding a refund. Once the correct documentation is received we will check whether you are entitled to a refund as per the rules of the fare you have purchased, and if so we aim to refund the appropriate amount to you within seven business days if purchased by credit card, and within 20 business days if purchased using cash or cheque.

• A few things to remember about ticket refunds
  
  
• Some tickets particularly special offers, sale and net fares are not refundable.
  
  
• If you book and pay for your ticket through a travel agent you must apply to them for your refund or refund advice.
  
  
• 3rd party taxes, fees and charges collected with the fare, and shown on the ticket will also be refunded. Any applicable fuel surcharges will be refunded as long as the ticket they were purchased with is refundable.
  
  
• Refunds for credit/debit card purchases will be made only to the credit/debit card account used to purchase the ticket, and may take up to 10 weeks before appearing on the card statement.
  
  
• Refunds for lost tickets may take longer as we have to ensure they have not been found and used or already refunded.
  
  
• Eligible ticket refunds and refunds for lost tickets are subject to a £30 administration fee