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Coronavirus FAQ’s

If you’re a Citybond Suretravel customer who is concerned about Coronavirus (COVID -19) or any other virus within the Coronavirus (CoV) family, including Middle East Respiratory Syndrome (MERS-CoV) and Severe Acute Respiratory Syndrome (SARS-CoV) and how it may affect you or your travel plans, we’ve compiled your frequently asked questions into one handy place.

FAQ Sections:



More Info on Travel & Coronavirus

https://www.gov.uk/foreign-travel-advice

https://www.legislation.gov.uk/ukdsi/2018/9780111168479/contents

https://www.who.int/emergencies/diseases/novel-coronavirus-2019/travel-advice

https://travelhealthpro.org.uk/news/499/novel-coronavirus-covid-19-general-advice-for-travellers



Helpful advice

Flight company and Air Passenger Rights

Flight companies are regulated by the Civil Aviation Authority. If your flight operator cancels or can’t fulfil your flight then there is protection available under something called the ‘Montreal Convention’. Some airlines are going over and above their requirements and so it is important to contact them in the first instance to find out what support they can give you.

Flight cancellations by the airline need to be claimed directly from them, your insurer will not consider a claim unless you have sought a refund from your airline in the first instance.

All around the world, passenger rights for international flights are protected under the Montreal Convention. Essentially, this piece of law states that the airline is responsible for you if your flight is cancelled and/or you are left stranded at an airport waiting for a flight. These measures of care include:

  • Meals and refreshments
  • Communication to the outside world (two occasions)
  • Hotel accommodations when necessary
  • Rerouting to your final destination


In countries like Canada, Israel and the Member States of the European Union, your rights are protected even further.

Like any piece of law, it is complicated and not that easy to read! But below is a link and if you google CAA and Montreal Convention then you will find some useful information online that may help you.

https://www.caa.co.uk/Passengers/Resolving-travel-problems/How-the-CAA-can-help/Consumer-protection-law/

Complaints/Resolver

If you are getting resistance from your tour operator or booking agent and believe you have a valid claim for refund or reimbursement from them. Then there are several bodies you can approach including ABTA and ATOL. In addition to this there is an independent online resolution service called ‘resolver’ which has had positive outcomes for many consumers with disputes.

https://www.resolver.co.uk/

If you have more questions which have not been answered here, please click here to visit our claims and assistance provider’s dedicated FAQs page. Alternatively, please email;



We hope you aren’t affected by this outbreak, but if you are, we’re here to help.



The Citybond Travel Insurance Team

Latest News:

Please note, for any new policy purchased or holiday booked after 21st March, whichever is the later, our policies do not provide cover for cancellation, abandonment or curtailment claims if the Foreign and Commonwealth Office (FCO) advises against all or “all but essential” travel. Our policies will also not cover any claims caused by or relating to Coronavirus, COVID-19, Severe Acute Respiratory Syndrome (SARS-COV-2), any mutation of Coronavirus, COVID-19 or SARs-COV-2 or any pandemic or fear or threat of any the above. We also can not cover any claims relating to any fear or threat concerning these viruses. This general exclusion applies to all sections of cover except for Section "Emergency medical expenses abroad". Please click here for more information.Unless you are continuing with Annual Multi-Trip cover you will not be covered for any trips commencing before 1st July 2020.

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Citybond Suretravel is a trading name of Travel Insurance Facilities Plc which is authorised and regulated by the Financial Conduct Authority, FRN 306537. Company registered in England and Wales No. 03220410, Registered Office: 1 Tower View, Kings Hill, West Malling, Kent, ME19 4UY. All rights reserved.