Compassionate Travel

In the event of a death in your immediate family, an unexpected critical medical situation, or the need to visit an immediate family member receiving treatment as an in-patient in a mainland hospital or hospice, you may find that you need to arrange urgent air travel at short notice, and thus do not have the time to qualify for an advance purchase discounted fare.

The following information explains when Loganair can offer assistance for new ticket purchases on Loganair services – known as Compassionate Fares – or changes to existing bookings on Loganair services – known as Compassionate Flexibility. In each case we require documentation to support that your request for Compassionate Fares or Compassionate Flexibility relates to an immediate family member and a recent bereavement, an unexpected critical medical situation, or said member undergoing in-patient treatment in hospital.

Please note approval for compassionate consideration is at the sole discretion of Loganair and that prior approval is required – unfortunately retrospective applications cannot be considered.

Compassionate Fares including all taxes and charges

ROUTE ADS RETURN FARE NON ADS RETURN FARE
Barra / Glasgow N/A £74.10
Benbecula / Glasgow £104.10 £168.10
Benbecula / Inverness £94.53 £154.53
Benbecula / Stornoway N/A £75.08
Campbeltown / Glasgow N/A £57.10
Islay / Glasgow £69.10 £98.10
Kirkwall / Aberdeen £102.97 £163.97
Kirkwall / Edinburgh £125.80 £208.80
Kirkwall / Glasgow £123.10 £206.10
Kirkwall / Inverness £80.53 £126.53
Stornoway / Edinburgh £106.80 £170.80
Stornoway / Glasgow £104.10 £168.10
Stornoway / Inverness £75.53 £116.53
Sumburgh / Aberdeen £115.97 £189.97
Sumburgh / Edinburgh £125.80 £208.80
Sumburgh / Glasgow £123.10 £206.10
Sumburgh / Inverness £105.53 £176.53
Tiree / Glasgow N/A £65.10
Wick / Edinburgh £106.80 £170.80

Fares based on HMRC Air Passenger Duty and airport taxes as at November 2016

Where no lower fare is publically available we will offer Compassionate Fares as per the table above. Travel covered under critical medical situations must commence within 48 hours, and within seven days of booking if travelling for bereavement, or visiting an in-patient.

All other routes

Compassionate Fares are only available on services operated by Loganair Ltd. Any onward travel to destinations offered through our franchise or codeshare partners will be at the applicable public fare for that element of the itinerary.

Definition of “Immediate Family” 
The following people are considered immediate family:

Bereavement: The spouse, de facto partner, parent, child, grandparent, grandchild, brother, sister, of the deceased. The list includes any same sex / adopted / great / half / step / in-law version of the list. The definition extends to a member of the clergy or their equivalent minister of religion who will be presiding over the funeral.

Unexpected and critical medical situation: In addition to the person who has suffered the unexpected and critical medical situation, their spouse, de facto partner, parent, child, grandparent, grandchild, brother, sister, of the person in a critical condition. The list includes any same sex /adopted / great / half / step / in-law version of the list.

In-Patient receiving treatment: The spouse, de facto partner, parent, child, grandparent, grandchild, brother, sister, of the patient. The list includes any same sex / adopted / great / half / step / in-law version of the list.

Compassionate Fares apply for travel on Loganair services only. Compassionate Flexibility applies to existing bookings on Loganair services only.

To be eligible for Compassionate Fares and Compassionate Flexibility, Loganair will consider an event of recent bereavement to an Immediate Family member, an Immediate Family member suffering a recent, unexpected critical medical situation, or an Immediate Family member attending a hospital or hospice as an in-patient. Each of these is described in more detail below.

Bereavement

Loganair may offer Compassionate Fares or Compassionate Flexibility allowing you to travel on Loganair services, or defer any existing bookings that you may have with Loganair in order to attend a funeral of an immediate family member as defined above:

Travel on a Compassionate Fare must commence within 7 days of booking and follow the recent bereavement of an Immediate Family member (within the last 7 days.)

We understand changes may be necessary for compassionate travel and have included one change free of charge, subject to seat availability, as part of the Compassionate Fare offering.

In cases where the remains of the deceased have been held for the purposes of a post-mortem or investigation by the Police, Procurator Fiscal (in Scotland) or the Coroner (in England & Wales) a letter or evidence of such an investigation will also be required in order to waive the requirement for the flights and funeral to be within 7 days of the date of death. Where an individual has donated their body for scientific research or experimentation, a letter from the appropriate school/university/approved centre shall also serve to waive the aforementioned requirement.

Unexpected and Critical Medical situation

Loganair may offer Compassionate Fares or Compassionate Flexibility allowing you to travel on Loganair services, or defer any existing bookings that you may have with Loganair:

To visit or support an Immediate Family member who is unexpectedly in a critical medical situation that is considered by medical practitioners to be immediately life threatening. A critical medical situation is defined as :

  • Immediately life threatening, whereby the patient’s vital signs are unstable and likely to rapidly deteriorate.
  • The patient has had a significant medical event such as a heart attack or stroke.
  • Pre-existing and long-term conditions are only covered by this policy in the event that the condition has deteriorated to a critical, immediately life threatening medical situation.

Travel on a Compassionate Fare must commence within 48 hours of booking. We understand changes may be necessary for compassionate travel and have included one change free of charge, subject to seat availability, as part of the Compassionate Fare offering.

In-patient on a mainland hospital or hospice

Loganair may offer Compassionate Fares or Compassionate Flexibility allowing you to travel on Loganair services:

To visit or support an Immediate Family member who is attending a hospital or hospice as an in-patient on the mainland.

Download template

If you’re wishing to be considered for a Compassionate Fare or Compassionate Flexibility you will need to provide documentation confirming that a member of your Immediate Family has passed away, is in an unexpected critical medical situation, or is in hospital as an in-patient on the mainland.

Supporting documentation must show the immediate family link. We appreciate that this may well be a difficult time for you and providing paperwork might be the last thing on your mind. To this end we’ve prepared a template to help you and authorising individuals to complete. Download template

What do I do once I have completed the form?

Please email the completed template and any additional supporting documents to [email protected]

Or pass them to your travel agent who is making the booking for you, if this is the case for you.

Bereavement documentation
As well as the online form, the following are acceptable forms of documentation:

  • Funeral Director’s letter that confirms the name of the deceased and the date and location of the funeral as well as your relationship to the deceased
  • Death certificate
  • Letter from the certifying doctor

Unexpected critical medical situations documentation
As well as the online form, the following is an acceptable form of documentation:

  • Letter from the attending doctor or hospital.

To enable Loganair to make an informed assessment the letter should include the diagnosis, date of onset and confirmation that this is an unexpected critical medical situation that is immediately life threatening.

In-patient documentation 
As well as the online form, the following is an acceptable form of documentation:

  • Letter from the island or mainland medical practice or hospital or hospice confirming that an Immediate Family member is being treated as in-patient in a mainland hospital or hospice.

We understand that bereavement, an unexpected critical medical condition, or treatment in a mainland hospital to your Immediate Family may disrupt your planned travel on Loganair, and thus change flexibility will be necessary for compassionate travel.

If you hold an existing ticket for travel that has not yet commenced and you can no longer travel as planned you can either:

  • Cancel non-refundable fares with the value of the fare held in credit for up to 12 months (from the original date the ticket was issued). At the time of rebooking you will be required to pay any difference in fare, however the fare change penalty will be waived;
  • Apply the value of your existing ticket towards a compassionate fare. Any difference in fare will need to be paid however the fare change penalty will be waived. As with new bookings under this policy we will provide additional flexibility to the new ticket for one change without cost subject to seat availability in the case of bereavement and critical medical situations, and subject to same class availability in the case of visiting an in-patient.
  • Apply for a refund in the case of the bereavement to an Immediate Family member (a copy of the death certificate is required).

If you hold an existing ticket for travel that has commenced and you need to return home due a bereavement or critical emergency, you can:

  • Change existing travel without penalty or service fees provided seats are available.

Yes. The air discount scheme applies to eligible card holders living on the islands; the usual terms and conditions apply and the 50% discount will apply to the discounted rate offered under this policy.

Unfortunately not every situation will be covered by our compassionate policy. If you do not appear to be eligible for our compassionate fare, you may wish to use our low-fare finder on our website or alternatively call our contact centre for assistance to find suitable flights or for further advice.

Please note fares sold under Loganair’s Compassionate Travel Policy only apply to Loganair operated services where appropriate documentation has been provided and compassionate approval given. Compassionate fares are only available through the Contact Centre, Scapa Travel in Orkney and Travel Counsellors in Shetland.

Contact Details

Loganair’s Contact Centre number for advice, to make a new booking, amend an existing booking, or apply for a refund is 0344 800 2855
The contact centre’s opening times are Monday-Friday 08:00-19:00, Saturday 08:00-12:00, and Sunday 14:00-17:00.

Bookings can also be made with our travel partners :
Scapa Travel, Orkney, Tel 01856 889040, Monday-Friday 09:00-17:30 and Saturday 10:00-15:00
Travel Counsellors, Shetland, Tel 01595 707390