VOLCANIC ASH: No Need to Panic. Free Cancellations & Full Refunds

Dear Customers,

As you know, the volcanic eruption in Iceland has caused widespread disruption to Europe's airline industry. With many customers experiencing delays and cancellations, it is a difficult and unpredictable time to travel. For your convenience and reassurance we have put a number of measures in place to help you through the current situation.

We are offering free cancellation, refunds on cancelled bookings and the opportunity to re-book for affected passengers who have booked and are unable to check-in or pick-up. If you would like to avail of these options, please follow the guidelines below.

1. Applying For a Refund (No cancellation fee)

Passengers affected by ash who would like to cancel their bookings and apply for a refund can do so by filling out the forms below. i) Cancel Your Booking Form
ii) Cancellation Fee Refund Form

Cancel Your Booking Form
You will require:
- Your reservation ID
- Email address supplied when booking

Cancellation Fee Refund Form
You will require:
- Your Reservation ID
- First name
- Last name
- Email address supplied when booking
- Contact number


Please allow up to 30 days for your refund to be processed. You will also need to allow another 10 days to see the refund appear on your account. Due to the high volume of calls and emails, we would ask you to refrain from calling our contact centre until this time frame has elapsed.

*Terms & Conditions apply

2. Changing Your Booking Online

If your booking was made on website and your booking is affected by flight disruption, you can now request a change of the dates of travel or destination online, free of charge.

You can make changes to your booking here

Please note: It may not be possible to secure original rates as rates are set by individual travel agents according to availability and seasonality and are subject to fluctuation.

Volcanic Ash FAQs

My flight has been cancelled, can I get a refund on my travel service?
Yes, if your flight has been cancelled due to volcanic ash, you can claim a full refund. Please ensure you cancel your booking as soon as you learn your flight has been cancelled as this allows for the refund to be processed faster. If your check-in or pick-up time and date have passed, please fill in this form to be entitled to a refund. Refunds can take up to 30 days to be processed; you also need to allow another 10 days to see the refund appear on your account. Due to the high volume of calls and emails, we would ask that you do not ring our contact centre or email us until this timeframe has elapsed.

My flight has been re-scheduled, can I change my check-in or pick-up dates?
Yes, you can contact our customer care contact centre to amend your booking. We will refund any monies paid to Egemens Travel on the original booking. Please note Egemens Travel cannot guarantee you will be receive the same rates as your original booking as car rental agents change rate regularly according to availability and seasons.

If I re-book my reservation, will I still I pay the same rate for my reservation?
Not necessarily. Egemen Travel cannot control services rates. These are determined by agents according to availability and seasonality.

If my flight becomes available again will I be charged for cancelling this booking?
If your original flight was cancelled due to volcanic ash, you can claim a full refund.

*Terms & Conditions

As international air traffic continues to be severely disrupted by the volcanic ash cloud, Egemens Travel has decided to continue waiving its cancellation policy. To be eligible, customers must:

- Have had their flight cancelled by their airline due to the volcanic ash cloud
- Cancel their booking with Egemens Travel by using the following form

Due to the extraordinary amount of requests, it will take up to 30 days to process your refund. Once the refund has been processed, please allow another 10 days for the amount to appear on your credit card.

If you wish to simply amend your booking, you will also be fully refunded if your flight was cancelled due to the volcanic ash cloud. Due to fluctuating rates set by the agents, Egemens Travel cannot be guarantee you will be able to rebook at the same rate as your original booking.