Flexible Ticket insurance can be purchased as an optional extra during booking. It allows you to claim reimbursement for some or all of the change costs, provided the policy conditions are met. You always pay for the flight change yourself first. You can then submit a claim to the insurer, Redion (formerly Europ Assistance). Your policy may still show the former name, Europ Assistance. Always read the policy and its terms and conditions carefully before making any changes. The insurer emailed you this policy shortly after booking.
Please note: this insurance only allows one change to your travel date, up to 60 days before or after the date originally booked. The route and passengers must remain the same. The change must be fully processed at least 24 hours before departure (the original or new departure date). To ensure timely processing, you must submit your request at least 48 hours before departure.
How do I change my booking with Flexible Ticket insurance?
Check the change conditions in your ticket email or in your personal MyTrips account. You will see one of the following two options:
1. Your booking allows changes
Always request the change through MyTrips. You can find more information about the change procedure on this page. Once you have received your updated tickets, you can submit your claim to the insurer.
2. Your booking does not allow changes
In many cases, tickets cannot be changed under the airline’s ticket terms and conditions. In that case, you must make a new booking through our website, pay the costs and then submit your claim to the insurer. Please note the following three situations:
Change both legs of your journey (outbound and return flights)
Contact us to cancel your existing flights. You will receive a cancellation confirmation. Then make a new booking through our website. You will receive your new ticket(s) by email.Change only your return flight(s)
If you only want to change your return flight(s), you can book a one-way flight through our website. Does the insurer require proof that the original return flight was not used? Request this after the original flights have taken place.Change only your outbound flight(s)
If you only want to change your outbound flight(s), always contact us first. We will discuss the best option with you. Never simply skip your original outbound flight(s), as the airline may automatically cancel your return flight(s), causing you to lose your entitlement to travel under the original booking.
Submit your claim to the insurer.
Once you have received your updated or new tickets, you can submit your claim to the insurer. You will need the following documents and information:
Your policy number: this is the same as your TripID, shown in the top-right corner of our emails.
Your original booking confirmation.
If you were able to change your original booking: the email containing the payment link for the change costs and the flights to be changed, plus the email containing your new ticket showing the changed flights.
If you had to make a new booking: the confirmation for the new booking, showing the amount paid at the bottom. You can also find this in MyTrips. Invoices are not required.
Terms and conditions
For the full terms and conditions and the handling of claims, please refer to the insurer, Redion. If your claim is rejected, you must also contact the insurer, as we have no access to the claims process. The insurer’s policy terms and conditions always take precedence.