Travel Update: Flight Disruptions - Volcanic Ash

Volcanic ash and your Ibex Travel insurance policy

Important information regarding continued disruption of European flights

Ibex are focused on providing the very best service to clients at all times. Due to the continuing Volcanic Ash crisis we are working hard to offer the very best advice and assistance to our policyholders wherever possible. This guidance is continually updated in an attempt to answer some of the many questions we have been asked, but please feel free to call us on 900 70 70 00 or email ibex@ibexinsure.com  with any queries regarding your policy.

A dynamically changing situation

Volcanic Ash is a dynamic situation, dependent on weather systems, and changing all the time. Each closure of airspace for a specific date/period is considered by Ibex to be a new and unforeseen event, so if you buy your travel insurance before a new event arises and are subsequently delayed for over 12 hours because your flight has been cancelled due to this problem, you can claim Travel Delay.  You can then claim Abandonment if you are delayed for more than 24 hours in any alternative travel arrangements offered. You will need to prove that your flight was cancelled for that length of time when claiming.  

Policyholders who become stuck abroad due to any new event will have their policies automatically extended until the next available flight is offered.   

Policyholders purchasing a policy after a new Volcanic Ash event is reported and who are due to travel during that specific event will not be covered as it will not be unforeseen.

We consider each closure of air space to be a new event as you cannot predict when it will happen.

For customers returning to your country of residence:

If you are flying with an EU registered airline then they are obliged to look after you. This includes replacement transport and accommodation.  Ibex Travel provides cover for travel delay exceeding 12 hours in this scenario and you should email the claims handler as detailed in your policy documents to get a claims form sent to you. Please include your policy or schedule number as well as your home address.

For customers departing from your country of residence:

If you bought a policy before any travel restrictions are put in place then you are covered under your Ibex travel insurance policy for Cancellation following 24 hours Travel Delay. In many cases your tour operator or airline will either offer you full reimbursement or replacement services, if they do not then you are covered under your Ibex policy for trip cancellation. Please read your policy document and schedule for the details of this cover and how to claim.

Automatic extension to policies for clients returning from holidays abroad

Where customers experience any delay and are unable to return to their country of residence due to a new event we will automatically extend all policies to cover our customers while they continue to be unable to return home. This means that Ibex customers due to return who are now outside of their policy term have still got the cover they originally purchased continued, for no charge, during the remainder of their enforced stay outside of their country of residence.

Policies purchased after any new no fly restriction is put in place do not have any cover for Travel Delay or Cancellation, as once the restriction is in place this event is no longer unforeseen, and therefore cannot be insured against. Once no fly restrictions have been lifted this cover will once again continue and you can buy travel insurance and be covered for any subsequent and new events affecting airspace.

All customers should read their policy wording carefully along with schedule to determine what they are covered for, and the limits that apply. 

Useful Information and Links

For detailed and up-to-date information on EU passenger policies and procedures, please refer to the following additional sources

European Commission Mobility & Transport - Passenger Rights
This site contains general information on passenger rights in the EU, which apply to all flights operated by any airline from any EU airport and flights to any EU airport operated by any EU airline.
http://ec.europa.eu/transport/passengers/air/air_en.htm

EU Passenger Rights
Full text of regulation EU 261/2004 on the rights of air passengers, which apply to all flights operated by any airline from any EU airport and flights to any EU airport operated by any EU airline.
http://eur-lex.europa.eu/LexUriServ/LexUriServ.do?uri=OJ:L:2004:046:0001:0007:EN:PDF

List of EU National Enforcement Bodies
EU rules oblige Member States to nominate or create "national enforcement bodies", whose role is to verify that transport operators are treating all passengers in accordance with their rights. Passengers who believe they have not been treated correctly should contact the body in the country where the incident took place (i.e., the country from which the flight departed. If the airport of departure was outside of the EU, the passenger should contact the national enforcement body of the member state of the flight's destination.)
http://ec.europa.eu/transport/passengers/air/doc/national_enforcement_bodies.pdf  

EU Air Passenger Rights Complaint Form
This form can be used to lodge a complaint with an airline and/or national enforcement body.
http://ec.europa.eu/transport/passengers/air/doc/complain_form/eu_complaint_form_en.pdf

NATS
NATS provides air traffic control services to aircraft flying in UK airspace, and over the eastern part of the North Atlantic.
http://www.nats.co.uk/

CAA
The Civil Aviation Authority is the UK's specialist aviation regulator.
http://www.caa.co.uk/

Met Office
Latest news on the Volcanic Ash disruption from the Met Office.
http://www.metoffice.gov.uk/corporate/pressoffice/2010/volcano.html