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How to get a flight refund or compensation

5 min readUK only

Contact the airline with your booking reference and say whether you want your money back or another flight. The Civil Aviation Authority's pages set out what UK rules cover. Or let your simp wait on hold for up to 6 minutes, then let you know so you can take over.

What your simp can't do hereYour simp can hold and explain, but an airline may only deal with the person who booked, so you tap Take over in the Simp app. It won't accept a voucher or a new flight without your yes. Your simp waits on hold for up to 6 minutes, then lets you know so you can take over. Time on hold counts towards your AI minutes.
Poppy

What you can do yourself.

Each airline has its own claim process.

  1. Step 1Have your booking ready

    Your booking reference, the flight number and date, and the names of everyone on the booking.

  2. Step 2Say what you want

    Tell the airline whether you want your money back or another flight, and ask for its answer in writing.

  3. Step 3Keep your receipts

    If you pay for food, drink or a hotel while you wait, keep every receipt and ask the airline how to send them.

  4. Step 4Use the airline's claim process

    Each airline has its own form or process for refunds and delay claims. Ask which one applies and what it needs.

  5. Step 5Read the CAA's guidance

    The Civil Aviation Authority sets out what UK rules say about cancelled and delayed flights on its own pages.

  6. Step 6Keep a record

    Note every call, the date, who you spoke to and any reference, and keep the airline's final answer.

The catch: every airline handles a claim its own way, and the claim is yours to make with the airline.

How a simp does it.

Alex's flight was cancelled. Poppy waited through the queue, asked for a refund rather than another flight, and Alex tapped Take over when the airline needed the lead passenger.

PoppyPoppy - Ask for a refund on a cancelled flightOutgoing - AI number - 5:41
Example call
  1. 00:00 - Phone menuIf your flight has been cancelled, press 2.
  2. 05:15 - AirlineCustomer services, can I take the booking reference?
  3. 05:18 - PoppyHi, I'm Poppy, calling for Alex. The reference is K7QM2P. The flight was cancelled and Alex would like a refund rather than another flight.
  4. 05:29 - AirlineI can see that. Refunds go to the card used to book, and I'll need the lead passenger to confirm.
  5. 05:36 - PoppyAlex is the lead passenger. Please hold - I'm connecting you to Alex.

Alex tapped Take over to confirm the refund.

Your simp holds. You confirm.

Tell your simp the airline, the booking reference and what you want: a refund, another flight or an answer about compensation. It waits in the queue for up to 6 minutes, explains it, and you tap Take over when the airline needs the person who booked.

What it can't doYour simp doesn't pretend to be you, and it doesn't pass security checks for you. It never gives out your passwords, PINs or security answers. It won't accept a voucher, a new flight or an offer you haven't said yes to.What your simp is allowed to do
Good to know

If they need the lead passenger, you take over.

Some organisations will only deal with the lead passenger. If they do, your simp gets you to the right team, and you tap Take over in the Simp app.

  1. Step 1Your simp makes the callIt gives the booking reference and says what you want.
  2. Step 2They need the lead passengerSecurity questions and decisions stay with you.
  3. Step 3You tap Take overAlready with the right team, ready to talk.

Questions about flight refunds.

Where are the rules on delayed and cancelled flights?

On the Civil Aviation Authority's own pages. Your airline's claim process says how to make a claim with it.

See the steps above
Can my simp claim the compensation for me?

It can call the airline, ask how to claim and what it needs, and you tap Take over when they need you. The claim itself is yours to make with the airline.

What your simp is allowed to do
Will it accept a voucher instead of a refund?

Not without your yes. It tells you what the airline offered, and you decide.

What your simp is allowed to do
Does it use my AI minutes?

Yes. The whole call counts towards your monthly AI minutes, time on hold included. Your simp waits on hold for up to 6 minutes, then lets you know so you can take over. You can top up in the app if you run low.

Compare the plans
Poppy

Let your simp wait for the airline.

Every plan comes with a simp that waits on hold for up to 6 minutes, then lets you know so you can take over.

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