What happens if my flight is cancelled?

This depends on when your flight is cancelled.

If you find out your flight has been cancelled before we’ve checked-in your bags with the airline: Please contact our Customer Support team as soon as possible. We will liaise with you on your preferred course of action, such as the repatriation of your bags to you (you will be liable for repatriation fees as per our terms & conditions), or alternatively we will check them in to your re-booked flight

If you find out after we’ve checked-in your bags with the airline: You will need to liaise directly with your airline on the repatriation or re-flighting of your bags, as they are now in the airline’s custody.