If your outbound flight is delayed for any reason, you will either have to pay for another lounge booking (at the lounge's walk-in price) or leave and wait in the crowded terminal. The lounge's walk-in price which can be significantly more than the pre-booked price.
However, by purchasing our Outbound Delay Cover we will refund any additional charges you incur, subject to the exclusions below, meaning you can stay in the airport lounge for longer than your allocated time. This can only be if the reason for your delay is listed below and sufficient evidence is provided - the supported evidence criteria are listed below.
Limitations
This cover will be limited to the same length of time and the same number of passengers as your pre-booked lounge booking with us. For example, if you book 2 people for 3 hours we cannot cover 3 people for 4 hours.
Unfortunately, airport lounges may not have the capacity at the time to extend your stay; under these circumstances, we will refund your original airport lounge booking in full.
Evidence must include;
- Proof of the delay and cause, eg a copy of the booked flight, including a boarding pass or proof of purchase with the flight number clearly shown.
- Proof of the overstay charge payment, eg a payment receipt.
Valid overstay reasons include but are not limited to;
- Delayed flights
- Cancelled flights
Exceptions
This protection doesn't cover unforeseen events which include (whether actual or threatened) war, riot, civil strife, terrorist activity, industrial dispute, natural or nuclear disaster, extreme weather conditions, epidemics, fire, closure and all other events outside our control or that of UK Foreign Office advice.
Additional exceptions include any late returns as a result of illness/medical emergencies, bereavement, disinclination to travel or trip extensions. Also, any situation/circumstance where an overstay is a direct result of a lack of due care and attention, by you or any persons in your party, will not be covered. Such events include, but are not limited to, timekeeping and booking errors.
Additional exceptions include situations or circumstances where a delay is a direct result of a lack of due care and attention, by you or any persons in your party, will not be covered. Such events include, but are not limited to, timekeeping and booking errors.
To make a refund request
We must be notified of a refund request within 14 days of your return to the UK. The evidence related to the refund must then be provided within 3 days of us being notified of the request.
To make a claim fill out this form, attaching your outbound flight details (e.g. copy of boarding pass or proof of purchase with a clear flight number evident) and proof of extended stay payment (e.g receipt) or alternatively send all the relevant information to [email protected]
If you have any queries please don't hesitate to contact us on 01303 815 318.