Travel disruptions

What this is for

Sometimes something goes wrong through no fault of yours. A flight moves. A tour is cancelled. A hotel has a problem.

"Travel disruptions" is one place where we collect such events. You can see what happened and what you can do.

Who it is for

For the booking owner, once logged in. Entries appear by themselves — you do not have to report anything.

What you see

The page is called "Travel disruptions". The subtitle: "Schedule changes, cancellations and problems during your trip — we will notify you about every event.".

When everything is fine: "No disruptions" and "Your trips are going according to plan.".

Each disruption is one card. On the card there is:

• A warning icon and the event title.
• A status badge with a colour:
  • Open (red) — the case is new.
  • Rebooking offered (yellow) — we have an offer for a new booking for you.
  • Resolved (green) — the case closed successfully.
  • Closed (grey) — the case is finished.
• The kind of disruption:
  • "Flight schedule change"
  • "Flight cancellation"
  • "Tour cancellation"
  • "Hotel issue"
  • "Car rental cancelled"
• The order number and the date of the event.
• A description — what exactly happened.
• Buttons: "Change booking" (it only appears when a change path is available) and "Contact us".

Step by step

1. Log in.
2. In the panel menu choose "Disruptions".
3. Read the disruption description.
4. Check the status badge.
5. If you see the "Change booking" button, click it. It takes you to where you can choose new dates or see the carrier's offers.
6. If the button is not there or you have questions, click "Contact us". A new support ticket form opens.

What happens next

How you learn about a disruption

You do not have to check this page every day. For every new event we send:

• an e-mail with the description and a link,
• a push notification in the mobile app: "A change in your trip — Check the disruption details and the options available.".

These are transactional messages, so they go out whether or not you have marketing messages turned on.

A change started by the carrier — the card that needs your decision

When an airline moves your flight itself, we create a "Flight schedule change" disruption, and a yellow "The carrier changed the schedule" card appears at the top of this page (and in the booking details).

The card has two columns:

• Before — the old times, struck through.
• After — the new times proposed by the carrier.

Each row is one leg: flight number, airports and times with a time-zone note (for example "08:30 CEST"). These are the times on the clock at the airport, not on your clock at home — that is why we always say whose zone it is. When we do not know the zone, we write "local time".

Above the columns is the date we were told, and — if the carrier gave a deadline — also "decide by …" in your own time zone.

Below the columns there are three routes:

1. "Accept the change" — you take the new times. We ask once more in an "Accept the new schedule?" dialog. After confirming, the ticket is reissued for the new times and the disruption becomes "Resolved". This cannot be undone.
2. "Ask for another date" — takes you to the "Change the flight date" card in the trip details. There the carrier will show offers with a change cost.
3. "Contact us" — a support ticket, when neither route above fits.

If the carrier does not accept confirmations through the system, instead of the button you will see: "This carrier does not accept confirmations online — please contact us.".

A cancellation

With a cancelled flight, tour or car rental you are usually entitled to a refund or a swap for other dates. The exact rules depend on the carrier and the law. Use the "Contact us" button — support will handle the case.

A support ticket

The "Contact us" button leads to a new ticket form. Choose the category "Travel disruption" and give the booking number. Support then knows straight away what it is about.

Frequent questions

I see a disruption but there is no "Change booking" button. Why? The button only appears when a self-service change path exists for that event. For some events the change has to be made by support. Use "Contact us".

Will I get compensation for a delayed flight? Compensation is settled by the carrier under air passenger rights rules. File a ticket in the "Travel disruption" category and support will point you the right way.

Why do I have no disruption even though my flight moved? A disruption is created when the carrier passes us information about the change. Sometimes they know about it first. Check the booking details and the leg times, and write to us if in doubt.

What does "Rebooking offered" mean? Rebooking is a new booking replacing the disrupted one. This status means we have an offer for you. Click "Change booking" to see it.

What exactly does "Accept the change" do? It confirms to the carrier that you are travelling on the new schedule. At that moment we rewrite the times in your booking, issue a new e-ticket and close the disruption. You get a notification about it.

I clicked "Accept the change" and want to undo it. You cannot undo it yourself — the carrier already has the confirmation. Contact us and we will check what is still possible.

Why do the times carry a "CEST" or "local time" note? Because they are the times on the clock at the airport. Without the note it is easy to mix up zones and arrive at the wrong hour. "Local time" means the carrier did not give a zone, and we do not guess it.

I see a schedule change but there is no accept button. That happens when the carrier does not offer online acceptance, or when the change has already been accepted. Use "Ask for another date" or contact us.

How long do I see disruptions? We show the last 50 events, newest first. Closed cases stay in the list with a "Closed" badge.