Coronavirus – Important Customer Information

We  are currently experiencing an unprecedented volume of calls into our claims teams, we are working hard to maintain our service levels at this difficult time but would appreciate your patience if we cannot respond to you as quickly as you would normally expect.

If your query is not urgent it would be very helpful if, rather than phone, you could email us on: claims@islands.gg or claims@islands.je

Flybe collapse, What do I need to know?

As of 5 March 2020, Flybe has gone into administration

Posted on: 05/03/2020

How will I be affected?

Disruptions to travel plans can be very distressing and our claims teams are ready to answer any questions you may have. The following guidance notes will hopefully help to clarify what to do next.

  • Flybe was not ATOL protected.  This means that a refund from the airline is very unlikely.
  • For flights booked directly with Flybe, if the cost exceeded £100 and was booked with a credit card you should be able to claim a refund for the flight from your card provider under section 75 of the Consumer Credit Act.
  • For cheaper flights, or if a debit card was used, you can try claiming from the card provider under the chargeback system, although this is not a legal right and not always successful. If you did not book directly with Flybe you need to contact your booking or travel agent to find out what your options are.
  • It is important to note that travel policies will only consider costs that you are not able to recover from any other source so you will need to investigate the options outlined above in the first instance.

The Civil Aviation Authority are also providing updates and advice on their website: https://www.caa.co.uk/News/Advice-to-UK-consumers-following-Flybe-entering-administration.

NFU Mutual and Millstream travel policies

If you have either an NFU Mutual or Millstream travel policy through Islands there is cover for the financial failure of a scheduled airline subject to policy terms and conditions.

Please contact our claims teams directly.

Claims helpline

NFU Mutal: 01534 835383
Millstream: 0330 3112879

Request a callback


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