Iceland Volcanis and Ash Incident

A: It is unlikely that insurance companies will cover any losses or incremental costs as most have deemed the event an act of God

A: If you have booked with a Tour Operator such as Thomson, Cosmos, Wings Abroad, Thomas Cook or Olympic Holidays then their representative will up-date you in resort. Communication is usually made via the notice board in the Reception of your hotel.

A: Contact your Airline as they are responsible for your basic accommodation needs and welfare. We would also recommend that you retain all receipts for any expenses to send to the Airline for their consideration.

A: We are working in date order to re-book all of our customers who are in resort. Please go to our Website at www.directline/holidays and click on the My Account link.

A: Please send an e-mail to cancel@directline-holidays.co.uk . A full refund will be made to you when we receive it from the Airline, your accommodation supplier or your Tour Operator as they hold your payment.

A: There are European-wide laws which exist to protect customers in cases of flight delay and cancellation. These regulations (The Regulation on Air Passenger Rights (EC Regulation 261/2004)) mean that all passengers on flights due to depart from an airport within the European Union and all passengers on EU airlines due to depart on flights outside the European Union have the right to either reimbursement or re-routing by the airline; information from the airline about rights and flight schedules; and appropriate welfare - that means food, drinks and accommodation as appropriate. I hope that these rights were of help to you during the disruption and will ensure that any expense to you is minimised. If you have not yet made a claim for any relevant expenses you should do this as soon as possible to the airline concerned. The Airline who provided your flight requires you to submit any claim to them personally.

A: Please send an e-mail to cancel@directline-holidays.co.uk if you bought the hotel and flight from us and your plans were disrupted, then we will refund you all monies.

A: The main Tour Operators, like Cosmos, Thomas Cook, Thomson and Olympic Holidays are all still aiming to operate their flights, but some have been re-scheduled by as much as 24 hours later. In some cases the flight time has been brought forward. They will do their best to advise us of any re-schedule.

A: As the situation is dynamic, and all of the Airlines have differing operating policies, it is imperative and your responsibility to check the Website of the Airline you are travelling with to ensure that, if the flight is operating, you are present at check-in when required.

A: If you have booked a package holiday under our ATOL number (9103) which has been cancelled (or the flight element has been cancelled and the alternative dates are not suitable to you), then you will be entitled to a full refund. Please e-mail us at cancel@directline-holidays.co.uk