CANCELLATION
My airline gave me a voucher instead of a cash refund. Can I claim the full original cost?
In a real claim: One of the highest-volume complaint themes across the portfolio. A customer received a £600 airline voucher she could not use and claimed the full £600 from ERGO.
We can only cover costs you genuinely can’t get back. If your airline or travel provider gives you a voucher, credit note, or any other non-cash refund, we treat that as a recovery. We’ll then deduct its value from your claim. This applies even if the voucher has a short expiry date, covers destinations you can’t reach, or can’t be exchanged for cash.
When you make a claim, we’ll need evidence from your provider confirming what was or wasn’t refunded.
GOT 90 SECONDS? ✈︎
See exactly how this plays out
You’ve got the answer above. If you’d rather see it happen to someone, we turned this exact scenario into a two-minute story with a proper ending.
Continue the story →CHAPTER THREE · VOUCHERS & REFUNDS
The Airline Sends a Voucher
Same choice, better outcome.