Volcanic ash and air space closure
Travellers who book their holiday arrangements and travel insurance from a departure point and to a destination where air space is open at the time of booking will have valid travel insurance if the volcanic ash causes air space to be closed for 24 hours or more.
Those who have booked either travel arrangements or insurance to a destination that was known to be impacted by ash cloud at the time of the booking, and air space is still closed when they are due to travel, would not be insured, as this would be classed as a known event.
In cases where air space was closed at the time of booking, but then re-opened again before travel, cover would be provided as we would consider this a separate event and not linked to previous ash cloud issues.
Customers who are stranded abroad
If you are stranded abroad, Saga will automatically extend your travel insurance cover for up to 14 days without charge – so your personal possessions continue to be protected and you are covered for medical treatment as per your original policy.
If your flight has been cancelled and you have booked through a tour operator or an EU airline we advise you to contact them for alternative arrangements to get you home. Under EU legislation passengers are entitled to assistance including reasonable meals and overnight accommodation. We advise you keep any receipts for additional costs paid out.
If you are booked on a non-EU airline the regulations will also apply when operating from EU airports. If the airport is outside the EU, these flights will not be covered by EU legislation and passenger rights will depend on the airline’s conditions of carriage.
If you have booked your holiday independently and not as a package, and you cannot recover your costs from elsewhere, Saga will pay you £100 for every 24 hours that you are unable to return home up to a maximum of £1,500. Alternatively, we will pay up to £1,000 if after a period of 24 hours or more, you unavoidably have to make immediate alternative arrangements to return home.
Customers who are due to fly on their outward journey from the UK
If your flight is affected by the volcanic ash cloud causing air space to be closed for 24 hours or more, we recommend you contact your airline to confirm your original flight time. If your flight is cancelled the airline will either issue a refund or re-arrange your flight.
For independent travellers Saga will cover up to £5,000 for any irrecoverable unused pre-paid accommodation, car hire or travel arrangements, where you cannot obtain a refund.
In order to make a claim you will need to obtain proof of pre-paid costs along with a letter or email from the airline confirming the flight has been cancelled. As flights are not irrecoverable costs these are not covered.
Customers who have had to re-arrange their holiday due to flight cancellations
If your airline or tour operator has re-arranged the dates of your holiday for which Saga Travel Insurance is currently covering you and you do not make a claim, then we would be happy to change the current Single Trip policy to the new trip if:
- The previous travel dates have not passed
- The new return date is not longer than 12 months from the inception date of the policy
- The destination and trip duration are the same
If you fall outside these guidelines then a new policy will need to be issued and any difference in premium paid.
Customers who have checked in for their flight and are subsequently delayed
If you have suffered a travel delay having checked in, you will be entitled to £35 following your first 12 hour delay and £15 for every 12 hour period up to a total of £215 for each insured person under the Saga Travel Insurance policy.
Please note, if you wish to make a claim for delayed departure you will be required to submit proof of check in.
Further advice and up to date information
The link below contains up to date information on alternative travel options, passenger rights and contact details for the Foreign and Commonwealth Office (FCO) and its embassies overseas.
www.fco.gov.uk/en/travel-and-living-abroad/travel-news/