Advice to Primera Air consumers after the airline is ceasing operations

Primera Boeing 737-800 OY-PSA at new base London Stansted Airport April 2018

Primera Air is planning to file for bankruptcy and cease operations.

The airline, which originally launched in 2009 as a tourism charter company, announced in 2017 that it would begin flights to North America for under $100 each way. The first routes, between London’s Stansted Airport and New York, Boston, Washington, DC, and Toronto, began this spring, as the airline entered an increasingly competitive field of trans-Atlantic low-cost carriers.

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* Passengers may also be able to make a claim against their travel insurer. (*This letter will be published shortly)

Passengers who have flown
Passengers who have travelled will need to make their own arrangements to return home. They should contact their travel insurer or travel agent for assistance.

Direct booking with an airline
Airlines are not included within the ATOL Scheme, so if you booked direct with an airline that has ceased trading you will not be covered. 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 that includes Scheduled Airline Failure cover, so check with your agent.

Scheduled Airline Failure Insurance (SAFI)
Some airlines and airline ticket agents will offer customers either a specific Scheduled Airline Failure Insurance (SAFI) policy or include similar protection within a broader travel insurance product. The type of protection provided may vary depending on the type of policy taken out. A policy may simply cover the cost of the original tickets purchased or any unused portion, or the additional cost of purchasing new flights, such as new tickets for travel back to the UK.

Booked with an ATOL holder
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. Contact the ATOL travel firm.

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