CANCELLATIONS & REFUNDS

(Updated 16/05/2025)

If the company canceled your booking:

You’ll automatically have the right to a refund if your booking was for:

• a package holiday - check if your booking counts as a package holiday and how to get a refund

• a flight leaving from the UK

• a flight arriving in the UK with a UK or EU airline

• a flight arriving in the EU with a UK airline

Check how to get a refund if your flight’s cancelled

You have the legal right to either:

• a full refund - including other flights from the airline that you won’t use in the same booking such as onward or return flights
• a replacement flight to get you to your destination

If you’re part-way through a journey and you don’t want a replacement flight, you also have a right to a flight back to the airport you originally departed from.

Ask for a refund or replacement at the airport if you can. If not, you can claim from the airline later.

You also have a legal right to:

• help with costs - if the cancellation delays you 2 or more hours
• compensation - if you’d be delayed 2 or more hours by the replacement flight offered and you were given less than 2 weeks' notice

Return Faulty Goods:

If something’s gone wrong with an item you’ve bought, you might be entitled to a refund, repair or replacement.

If you have a problem with a used car, you might have a legal right to a repair or your money back. You can find out what to do if you have:

• a problem with a used car in England

It doesn't matter whether you bought the item new or secondhand - you'll still have rights.

You’ll have legal rights if the item you bought is:

• broken or damaged ('not of satisfactory quality')
• unusable (‘not fit for purpose’)
• not what was advertised or doesn’t match the seller’s description

You won’t have any legal rights if either:

• it was damaged by wear and tear, an accident or misuse
• you knew about the fault before you bought the item

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For more specific information visit the national Citizens Advice website.

Contact the Citizens Advice consumer helpline (formerly known as Consumer Direct) if you need more help with a consumer problem.

Call the Helpline:

Citizens Advice consumer helpline: 0808 223 1133
Textphone: 18001 0808 223 1133

Lines are open Monday to Friday, 9am to 5pm. Lines are closed on bank holidays.