Heathrow Airport closure

On 21 March 2025, Heathrow Airport said it would shut for the day after suffering a “significant power outage” due to a nearby fire. Passengers have been told not to travel under any circumstances.

In partnership with our insurer, AXA, we have published the following information to advise our policyholders how they may be affected, and the rights they have in place.

Please note that our travel insurance policies cannot provide cover for known circumstances (before purchasing insurance or booking a trip) that could reasonably be expected to cause a delay or cancellation. Therefore, there is no cover in relation to the closure of Heathrow airport for policies purchased on or after 21 March 2025.

Policyholders stranded abroad

Extending your cover

If you’re stranded abroad or at the airport because your flight has been cancelled, your cover will automatically extend (at no additional charge) to the departure date of the rescheduled flight offered by your airline, providing you accept the first alternative offered and do not delay your return.

If you would like to extend you cover beyond this date, you will need to purchase an additional Coverwise travel insurance policy to cover the additional period.

If you are returning to the UK on an EU or UK airline, they must also provide you with care and assistance until they are able to fly you home (see ‘Delayed or missed departures’ below).

Disruption of your trip

Does UK law apply to your flight?

Under UK law, you have important disruption rights on any flight that is:

  • departing from an airport in the UK on any airline, or
  • arriving at an airport in the UK on an EU or UK airline; or
  • arriving at an airport in the EU on a UK airline

If your flight is coming into the UK on a non-UK airline, please check the terms and conditions of your booking.

Delayed or missed departures

Under UK law, your airline must provide you with care and assistance if your flight is delayed by more than:

  • 2 hours for a short-haul flight
  • 3 hours for a medium-haul flight
  • 4 hours for a long-haul flight

In these circumstances they must provide:

  • a reasonable amount of food and drink (often provided in the form of vouchers)
  • accommodation if you have to stay overnight (or longer) while waiting for an alternative flight
  • transport to and from any necessary accommodation
  • a way for you to communicate (often provided by refunding the cost of calls)

If you are delayed by more than 5 hours and no longer wish to travel, you may be entitled to a full refund (see ‘Cancellation of your trip’ below).

If your airline is unable to arrange assistance, you have the right to organise this yourself and claim back the cost later. However, be sure to keep all receipts and not spend more than necessary.

Under your Coverwise travel insurance, cover is provided subject to the normal terms, conditions and exclusions of the Delayed Departure and (if selected as an optional cover) Travel Disruption sections of your policy wording.

Cancellation of your trip

Does UK law apply to your flight?

Under UK law, you have important cancellation rights on any flight that is:

  • departing from an airport in the UK on any airline, or
  • arriving at an airport in the UK on an EU or UK airline; or
  • arriving at an airport in the EU on a UK airline

If your flight was coming into the UK on a non-UK airline, please check the terms and conditions of your booking.

Independent (non-package) bookings

If your flight is cancelled as a result of the closure, under UK law you are entitled to your choice of a replacement flight or a full refund.

If you still want to travel, your airline must find you an alternative flight and must provide care and assistance until they’re able to fly you to your destination.

In these circumstances they must provide:

  • a reasonable amount of food and drink (often provided in the form of vouchers)
  • accommodation if you have to stay overnight (or longer) while waiting for an alternative flight
  • transport to and from any necessary accommodation
  • a way for you to communicate (which is often provided by refunding the cost of calls)

If your airline is unable to arrange assistance, you have the right to organise this yourself and claim back the cost later. However, be sure to keep all receipts and not spend more than necessary.

Package trips

If your package provider has cancelled your booking as a result of the closure, you should contact your tour operator to discuss your options.

If your package provider is an ABTA member, you are entitled to a suitable alternative flight or a full refund.

Delayed flights once Heathrow reopens

Once Heathrow reopens, disruption and delays may continue due to the volume of impacted flights.

In these circumstances, cover is provided subject to the normal terms, conditions and exclusions of the Delayed Departure and (if selected as an optional cover) Travel Disruption sections of your policy wording.

Useful links

Please note that this advice is provided based on the current information available and is subject to change as the situation at Heathrow develops.