Volcanic Ash Travel Disruption

26th May 2011

Situation Update: 10.00hrs 26th May 2011

If you have seen news reports regarding eruptions in Iceland from the Grimsvotn volcano, you may be concerned about flight delays and cancellations affecting your forthcoming holiday with Exodus.

While the volcanic ash did disrupt flight services in Scotland and some other parts of the UK earlier this week, all airports have now reopened and are running as normal. The Civil Aviation Authority (CAA) and NATS said they were monitoring the situation closely, as the weather is much more changeable than at the time of last year's eruption and there is more uncertainty.

While we cannot rule out disruption, it is generally agreed that the aviation sector is better prepared, and we are confident this will minimise any air travel disruption in the event that volcanic ash affects UK airspace. For more details on the Exodus policy regarding air travel disruption, please see below.

While the situation is still developing, we will continue to monitor events closely, but if you have any questions in the meantime, please call our Customer Operations team on 0845 863 9643 or email customerops@exodus.co.uk.

Exodus Customer Policy on Air Travel Disruption

Exodus will always do its best to ensure all clients are able to join their holidays without disruption. In the rare circumstances where international air travel is widely disrupted, our Customer Policy is based on our Booking Conditions, which reflect our obligations as a member of ABTA, and under the Package Travel Regulations.

Outbound Travel

Unless you are advised by Exodus or the airline of a flight cancellation, all customers should travel to their departure airport as planned. If there are reports of widespread disruption, we suggest you check the status of your flight on the airline's website.

Flight Inclusive clients: For delayed flights, passengers should follow their airline's instructions to ensure they are able to take their originally booked flight. Once new arrival times are confirmed, our agent local will meet any delayed flights (where a transfer was included*) and ensure catch up to the scheduled itinerary at no extra cost. Refunds will not be available for missed days should delayed clients catch up with the tour after it has begun. For cancellations or flight delays over 12 hours, clients are asked to contact Exodus for guidance; and any 'Flight Inclusive' customers unable to travel at-all will be offered an alternative holiday or a full refund. 

Land Only clients: Clients should speak to their airline to ensure they reach the start of the trip with minimal delay. Exodus and our local partners will do our best to enable all customers can catch up with the tour, but any cost will be passed on to the client. Clients who are unable to travel at all, should note that no refunds will be available for late cancellations where the tour has gone ahead as planned.

Note: Airlines do not generally inform tour operators of revised flight arrangement following delays or cancellations, therefore customers with delayed flights are asked to contact Exodus once new arrival times are confirmed in order to arrange for onward transfers.

* Customers not travelling on the 'group flight', but who were due to join the 'group flight transfer' at no extra cost will be charged for any new transfer arrangements that no longer coincide with the arrival of the group flight.

Homeward Travel

Flight Inclusive clients: For delays or cancellations encountered after check-in, the airline is responsible for fulfilling their contract, this will normally include accommodation and meal vouchers until the flight is ready to depart, as well as re-booking passengers on to a new flight if required. For delays or cancellations encountered before check-in, Exodus and our local agent will liaise with the airline to confirm the airline's contingency plan and to ensure that customers are accommodated as required until the airline is able to confirm a new time of departure. 

Land Only clients: If homeward flights are disrupted, the tour leader and our local agent will assist Land Only clients as far as they are able to, but any extra costs incurred for new travel arrangements must be borne by the client. If customers require extra accommodation after the end of the holiday arrangements due to delayed onward travel, the tour leader and our local agent will assist, but the costs will be passed on to the clients. 

Travel Insurance

Customers may wish to check their travel insurance policies, but in most cases, no claim for extra expenses or missed holiday arrangements will be possible.

Contacting Exodus

For assistance during office hours, please call our Customer Operations Team on 0845 863 9643. Outside office hours please call our 24-hour Duty Office on 01582 644100.