Notification of Changes
Standard Airlines: Customers are automatically notified of flight time changes via email. For full cancellations, the business proactively contacts the customer. Cases are prioritized strictly by departure date.
Ryanair: Ryanair communicates all flight time changes and cancellations directly to the customer via email.
Provisional Changes: If a customer notices a schedule change but has not received official notification, the change is unconfirmed and could revert. The business will update the customer once it is officially confirmed.
Types of Flight Changes
Minor Changes (Same Travel Dates): A time shift of less than 12 hours that does not change the departure date. The business automatically accepts these on the customer's behalf. No customer action is required. The business will update flights, transfers, and extras, and issue a new booking confirmation.
Major Changes: A time shift of more than 12 hours, a change in departure date, or a full cancellation. The customer must choose how to proceed.
Options for Major Changes and Cancellations Important Policy: Customers must not accept alternative dates directly with the airline (including via their Ryanair account) before verifying hotel availability with the business. Adjusting hotel dates to accommodate new flights may incur additional charges.
If affected by a major change or cancellation, the customer can request to:
Change Hotel Dates: Adjust their hotel and transfers to align with the new flights they have selected. (Note: Ryanair allows customers to move to the next available flight or +/- 1 day for free via their Ryanair account).
Cancel Flights Only: Cancel the original flights to rebook directly with a preferred airline, while keeping the hotel and transfers.
Cancel the Entire Booking: Reject the change and cancel the holiday. The hotel, transfers, and original extras will be refunded.
Agent/Bot Instruction: Capture the customer's preferred option directly within this chat session and escalate to the specialist team. Inform the customer that the team will process the request and provide an update within 7 days.
Refund Policy Constraints If a booking is partially or fully refunded due to an airline cancellation or major change, the following components are strictly non-refundable:
ATOL protection fees.
Travel insurance premiums.
Any extra charges or amendments added to the booking after the initial purchase.
SLA: Refunds are processed within 7 days.
Flight Compensation Claims (EU Regulation 261)
The business cannot process flight compensation claims on behalf of the customer.
Under EU Regulation 261, all claims for compensation regarding flight delays, schedule changes, or cancellations must be made directly with the operating airline.
Advise the customer to visit the operating airline's official website or mobile app and follow the airline's direct instructions to submit a claim.