Which? responds to confusion around easyJet flight disruption

Rory Boland, Editor of Which? Travel, said:

“Easyjet customers left confused and scrambling for information about cancelled flights to Italy are just the latest example of passengers being kept in the dark amid the coronavirus outbreak.

“While public health concerns are paramount, airlines must ensure they are treating passengers fairly and providing them with clear information about disruption and their rights.

“Anyone concerned about travel to areas affected by coronavirus should speak to their travel agent or airline, as some are offering the chance to rebook for a later date. Your insurer may also allow you to cancel depending on specific circumstances, such as if you have a pre-existing medical condition.”  


Notes to editors:

  • Easyjet announced plans to cancel some flights to Italy in a corporate update to investors at 7am on Friday morning which was then reported in the news, leaving passengers facing confusion about what it would mean for their travel plans.


Advice for travellers:

  • If you’re worried about travelling to an area affected by coronavirus and want to cancel your plans, with the exception of travel to/via China or to the affected regions in Italy, you won’t be entitled to a refund, or be able to claim on your travel insurance in most circumstances.
  • Instead, you will have to rely on your travel operator’s or airline’s goodwill if you want to arrange an alternative holiday or rebook a flight at a later date. Some travel agents and airlines are offering worried travellers the chance to change plans where possible.
  • If you have an internal flight across Asia or Italy, check if your flight is still going ahead – some carriers are running reduced services.
  • If your travel company can’t help, contact your insurance provider directly to find out if they will cover you as some insurance companies will review scenarios on a case-by-case basis
  • If you have a pre-existing medical condition, you may be able to cancel and claim on your travel insurance based on advice from your doctor. Contact your insurer to discuss this. 
  • For updated advice as the story develops, visit: https://www.which.co.uk/news/2020/02/coronavirus-outbreak-advice-for-travellers/
  • For more advice on travel insurance, visit: https://www.which.co.uk/news/2020/02/coronavirus-what-it-means-for-your-travel-insurance/