• Advice to UK consumers impacted by Jet Airways suspending operations

    The Indian scheduled carrier Jet Airways, which provides services from London to Delhi and Mumbai has suspended operations.  

    Advice to Consumers

    Booked through a Travel Agent

    If you booked your ticket through a Travel Agent, you should speak to your agent in the first instance. 

    Booked thorough another airline or code share partner 

    A number of airlines offer flights with Jet Airways as a code chare partner. If you hold a ticket for travel with Jet Airways, but purchased that ticket through another airline you should contact them to see what alternative arrangements they have made. 

    Booked with an ATOL holder (Package Trip)

    If you have booked flights or a holiday that includes flights with a travel firm that holds an ATOL (Air Travel Organiser's Licence) and received confirmation that you are ATOL protected, the travel firm is responsible for your flight arrangements and must either make alternative flights available for you so that your trip can continue or provide a full refund. If you are abroad, the ATOL holder should make alternative arrangements to bring you home at the end of your trip. Contact the ATOL travel firm for more information.

    Travel Insurance

    If you purchased travel insurance it may include cover for Scheduled Airline Failure, known as SAFI, you should contact your insurer. If you did not book directly with Jet Airways and purchased your tickets through an intermediary, you should contact your booking or travel agent in the first instance.

    Booked Direct? 

    If you booked directly with Jet Airways and paid by credit card you may be protected under Section 75 of the Consumer Credit Act 1974 and should contact your card issuer for further information. Similarly, if you paid by debit or charge card you should contact your card issuer for advice as you may be able to make a claim under their charge back rules.

    Negative response letter

    Passengers who booked directly with the company via either a credit, charge or debit card may alternatively be able to make a claim against their card provider. Some card providers will ask for a negative response letter confirming the position. Passengers may also be able to make a claim against their travel insurer.


  • On 4 February 2019 Turkmenistan Airlines suspended its scheduled operations to Europe. The company operated from Birmingham and London Heathrow via Asghabat to various points including Amritsar, Bangkok, Beijing and Delhi.

    Further information is available via the airlines general enquiries line: + 44 (0)844 58 52 065 or + 993 12 39 17 47

    If you have yet to fly (including passengers who have yet to return to the UK) 

    Passengers who have travelled may need to make their own arrangements to return home. They should contact Turkmenistan Airlines, your travel insurer or travel agent for assistance.

    Airlines which may offer alternative flights include:

    Ticket refunds

    Passengers wishing to obtain a refund for unused tickets will need to contact the company directly.  Passengers who booked directly with the company via either a credit, charge or debit card may alternatively be able to make a claim against their card provider. Some card providers will ask for a negative response letter confirming the position. 

    Direct booking with an airline

    If you paid directly to the airline by credit card you might be protected by Section 75 of the Consumer Credit Act 1974. You should check with your card issuer for further advice. You may have similar cover if you paid by Visa debit card. Check with your bank.

    Booked through an Airline Ticket Agent

    If you booked your ticket through an airline ticket agent you should speak to the agent in the first instance; they may have provided travel insurance cover, so check with your agent.

    Booked with an ATOL holder (package holiday)

    If you have booked flights or a holiday that includes flights with a travel firm that holds an ATOL (Air Travel Organiser's Licence) and received confirmation that you are ATOL protected, the travel firm is responsible for your flight arrangements and must either make alternative flights for you so that your holiday can continue or provide a full refund. If you are abroad, it should make arrangements to bring you home at the end of your trip.