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← Back to the quick answer You arrived here from: My airline gave me a voucher instead of a cash refund. Can I claim the full original cost?
Your journey: START PAGE 41 - you are here PAGE 42 PAGE 43

CHAPTER THREE · VOUCHERS & REFUNDS

The Airline Sends a Voucher

Based on a real claim. Same choice, better outcome.

- PAGE 41 -
Wish you were here (covered)

Your flight to Faro was cancelled the night before departure. The airline’s app pings: instead of a refund, you’ve been issued a £600 voucher – valid for a year, on routes you don’t fly.

You paid £600 for this trip. The voucher feels like nothing. Somewhere in Sussex, a claims team is about to explain why that matters.

What do you do?

OPTION A

Claim the full £600 from ERGO anyway

→ turn to page 42 · THE DISAPPOINTING ENDING

A voucher counts as money back - even one you'll never use. The claim is declined.

 OPTION B

Check what the voucher is actually worth to you first

→ turn to page 43 · THE CLEAR-EYED ENDING

You still may have a shortfall to claim - just not the whole amount.

No time for a story? The plain-English answer:

We can only cover costs you 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 money you could have lost being repaid - and we take it off your claim. This applies even if the voucher has a short expiry, covers destinations you can't reach, or can't be exchanged for cash. Tell us exactly what you've received before we calculate any settlement.

Read the full guide: My airline gave a voucher, not cash →