CHAPTER THREE · VOUCHERS & REFUNDS
The Clear-Eyed Ending
You checked the voucher first. Here's what happened.
Before claiming anything, you actually read the voucher’s terms. £600, yes – but it expires in eleven months, and it only covers three routes, none of which you have any plan to fly. Realistically, it’s worth something to you. Just not £600.
You call the Emergency Helpline and explain exactly that, with a screenshot of the voucher’s routes and expiry attached to your claim. ERGO’s claims team assesses the voucher’s genuine value to you – not just its face value – and works out the real shortfall between what you paid and what you can actually recover through it.
A partial payment lands a few days later, covering the difference. You still have the voucher too, in case those three routes ever line up.
The lesson
We can only cover costs you genuinely can't get back - but that cuts both ways. Show us a voucher isn't worth its face value to you, with evidence, and the shortfall itself becomes a valid claim.
What if you'd claimed the full amount instead?
Claiming for the whole £600 without questioning the voucher's real value gets it treated as a like-for-like recovery - and declined outright.
See how Option A plays out →← Back to the full guide: My airline gave a voucher, not cash