Delays at Gatwick Airport

Delays at Gatwick Airport

Because we provide policies from different insurers, here is the guidance depending on your policy number:

If your policy number begins ISETI/OK the guidance from your insurer is:

Following the flight delays and flight suspensions caused by sightings of Drones in and around the Gatwick airfield on Wednesday 19th and Thursday 20th December 2018 that have affected passengers, we would like to clarify what cover is available to our policyholders.

Departure delay

You can claim for departure delay providing the duration is over 12 hours from you checking in, and the delay is not due to the diversion of the aircraft after it has departed.


If the delay you have suffered has exceeded 24 hours in duration after you have checked in, your trip is for more than 2 days and not a one-way trip, and provided you are also unable to obtain a refund from any other source you can submit a claim for cancellation.

For both cancellation and departure delay you must not have been offered any compensation, alternative transport that departs within 12 hours or accommodation. To find out more please contact your claims team.

In the event that you have specific questions not answered by this directive, please feel free to contact us on and we will endeavour to offer an answer.

If your policy number begins MT..the guidance from your insurer is:

Speak to your carrier for updated travel information before travelling to the airport. Due to the knock on effect on all airports, both within the UK and elsewhere we recommend that all travellers check irrespective of which airport they are travelling from.

If you are travelling either from an EU airport or are at another airport and travelling with an EU airline, you are entitled to care under EU Regulation 261/2004. Airlines must provide delayed passengers with food and drink appropriate to the time of day (this is often in the form of a voucher) and a means of communicating your situation or a refund of the cost of essential calls.

For overnight delays, the airline must provide hotel accommodation and transport to reach it - or to return home. When there’s a major disruption, airline staff may not be able to assist in booking hotels. In such cases, you should make your own arrangements and claim the cost back. But don’t expect a full refund for an expensive hotel unless there’s no alternative. Supporting receipts are essential.

If your flight is cancelled, the airline must either refund the cost of the tickets or find a new flight.

Unfortunately, as the airport closure is an "extraordinary circumstance", as defined by EU law, and beyond the control of any airline, they are not bound by law to pay compensation that would otherwise be due for flight delays.

The Civil Aviation Authority, the body in charge of the UK skies, has issued guidance and advice to passengers affected by disruption. Click here for more information.

Your travel insurance policy does not provide cover for this event if you are eligible for assistance from the airline, as detailed above.

If you have bought a single trip policy and cannot now travel due to suspension/cancellation of transport services and are not submitting a claim, Millstream Underwriting will refund your policy premium in full. Please apply in the first instance for this refund to the company that issued your policy.

If you have bought a single trip policy and would like to travel to another destination or on another date, please contact Millstream Underwriting so that we can make the appropriate changes for you.

If you have any questions surrounding policy cover and our approach to this event, please call us on 0330 660 0597