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Safety & Support - Airline Disruption Advice and FAQs
More recently there seems to have been cases of both possible and actual disruption to travelers from airline strikes to volcanic eruptions in light of this a number of our groups have enquired about the procedures we have in place if similar situations occur in the future and affect our tours.
Naturally, we understand these concerns. We continually monitor any potential situations which may affect our groups and are alerted, by the relevant authorities, to potential issues which may cause disruption.
In order to offer you reassurance and support, please see below a list of the most frequently asked questions posed to us in relation to this topic.
What happens if flights are operating but we decide we do not want to travel?
If flights are operating and there has been no official advice against travel, yet your group has opted to cancel, then your cancellation is totally subject to our booking conditions.
Period before departure within which written notification is received by Rayburn Tours Ltd: |
Amount of cancellation charge (expressed as a percentage of the total holiday cost) |
70 – 15 days before departure |
75% |
14 – 1 day(s) before departure |
90% |
Departure date or after |
100% |
What would happen if our flights are delayed or cancelled?
In the event that your flights are cancelled or delayed by the airline, then the airline will offer us an alternative flight for your group and payment under the delayed departure section of your insurance would be applicable.
EU airlines and carriers are subject to the EU Directive regulation 216/2004.
Insurance policies do cover delayed flights and in the first instance Party Leaders would need to call the insurance company for further details. For groups travelling with our insurance (provided by Fogg) we would be able to call on your behalf. Delayed cover through Fogg entitles each person to claim up to £100 (less excess) dependant on the length of delay which can then be used to offset any additional expenses caused by the delay.
We will offer your group continued support via our 24 hour emergency phone; we will liaise with our contacts at the relevant airline and accommodation centres, if necessary, and continue to communicate with you throughout until your flight departs.
What happens if, due to indefinite flight cancellations, we have to cancel our tour?
We would discuss the options with the party leader and school. We are happy to assist you in the rearrangement of your tour at a later date. If this is not acceptable, then between us and your insurance company you would receive a refund.
Do insurance companies now offer additional cover for disruption caused by volcanic ash?
At present our insurers (Fogg) do not offer additional cover, the general precedence following the disruption caused by the volcano in 2010 is that this is not something that they, or many other insurance companies, will offer in the future, due to the unpredictable nature of the events. However this is subject to review.
For clients traveling with their own insurance we would advise that you check with your individual insurers on inclusions/exclusions.
Please be assured that your tour is in safe hands and that the safety of our groups is our top priority.
Additionally, please do not hesitate to contact us if you have any further queries or require any additional information at this stage.
Your Tour Coordinator
01332 347 828
info@rayburntours.com
OR
Zoe Tolley, Customer Relations Manager
01332 347 828
zoe.tolley@rayburntours.co.uk
