Frequently Asked Questions

New Bookings

  • For any new bookings made on or after the 28th September for any travel period Loganair will be reinstating its date change fee for customers who wish to change their date of travel. However, in recognition that customers may want to enact this more than usual Loganair will be reducing its change fee by 50% to £20 for each passenger segment journey for the foreseeable future. So that is £40 per person per return ticket when done on-line. Calls made to the call centre will carry a charge of £25 per person, £50 per person per return journey.

    As always, a fare difference may apply when changing dates.

    In these uncertain times we do offer a fully flexible fare that incurs neither a date change fee or a fare difference. Its bookable on our site and is called ‘Fly Flex +’.

  • In the event Loganair cancels your flight

    1. Change your booking to an alternative date (change fees waived) 
    2. Refund – You can accept the refund option via your email notification.
  • Loganair has put in place a new FlySafe - Simple Steps to Healthy Flying programme to look after your well-being onboard. 

    For full details see loganair.co.uk/travel-help/fly-safe/ 

Changing Flight Plans Later

  • If your flight has not been affected and is still scheduled to operate you are not entitled to a refund. However, in recognition that customers may want to enact this more than usual Loganair will be reducing its change fee by 50% to £20 for each passenger segment journey for the foreseeable future. So that is £40 per person per return ticket when done online. Calls made to the call centre will carry a charge of £25 per person, £50 per person per return journey.

    Please be advised that in some cases a fare difference may apply and incur extra cost.

    You can amend your travel dates yourself via Manage Booking

  • If your flight has not been affected and is still scheduled to operate you are not entitled to a refund. However, customers with existing bookings may change their booking to an alternative date without incurring a date change fee - these are temporarily being waived in recognition events are fast-moving.

    Please be advised that in some cases a fare difference may apply and incur extra cost.


    You can make a date change to your booking online yourself via Manage Booking

     

  • You can make changes to your booking through the ‘Manage my Booking’ portal which can be accessed below.

     

    Manage Booking 

  • For any new bookings made on or after the 28th September for any travel period Loganair will be reinstating its date change fee for customers who wish to change their date of travel. However, in recognition that customers may want to enact this more than usual Loganair will be reducing its change fee by 50%.

    As always, a fare difference may apply when changing dates.

     

    For name changes and routing changes, standard fare rules apply. 

Cancelled Flights

  • If you have not received an email in relation to a booking, your flight is still scheduled as planned. 

  • If your flight has not been cancelled by Loganair and is still scheduled to operate - you are not entitled to a refund. However, in recognition that government travel restrictions can change quickly and that the situation is fast-moving, should you wish you change your date of travel, we are currently waiving date change fees. Note that a fare difference may still apply if the new flight you have chosen has a higher fare than the one you originally booked.

    New Bookings

    If you wish to make a new booking and worry you may later need to change your booking, given that current government-imposed travel restrictions can change quickly -  we will be waiving date change fees for all bookings new or existing. Note that a fare difference may still apply if the new flight you have chosen has a higher fare than the one you originally booked.

  • Rebook – We will offer you the closest alternative flight without any cost to you, should this be unsuitable we will look at other options for you, though a fare difference may apply should you choose another flight which has a higher fare than that you originally booked 

    Refund – You can accept the refund option via your email notification.
    In the event that your fight has been cancelled Loganair will always endeavour to offer you a suitable alternative. If we cannot offer an alternative you will be entitled to a refund.

    - Due to the volume of refund requests resulting from the Covid-19 pandemic - these are taking longer to process. Rest assured, if you have submitted a request for an eligible refund - it will be processed and we will keep you informed of our progress. 

    - If your booking was made by a third party, i.e. Travel Agent or online booking company, then you must contact them first to enable us to process the refund.

  • This depends on the particular circumstances of your booking

    If your flight was cancelled – In the event that your flight has been cancelled, Loganair will always endeavour to offer you a suitable alternative. If we cannot offer an alternative on the same day - you will be entitled to a refund. 
    If you have been offered an alternative flight for the same day of intended travel - you are not entitled to a refund.

    If your flight was rescheduled – If your flight has been rescheduled providing an acceptable alternative, you are not entitled to a refund.

    If your flight is still operating as planned – In the event you no longer wish to travel, you may reschedule your booking to new dates of travel. If you choose to cancel your booking, you will not be entitled to a refund. Please note, date change fees are currently being waived for all new or existing bookings given that government travel restrictions can change quickly. However, fare differences may apply if your newly chosen flight(s) have a higher fare than those you originally booked.

  • The CAA has been pro-actively reviewing flights cancelled since March 2020 to consider whether they were due to Covid-19. Following their review, they have listed flights on their website which were assessed as being due to Covid-19 and therefore fall under the extraordinary circumstance exemption under EU 261/2004

    You can find the latest list of Loganair flights at www.caa.co.uk/Passengers/Resolving-travel-problems/Delays-cancellations/Your-rights/Am-I-entitled-to-compensation-/

     

Getting In Touch

We are currently putting extra resources towards processing customer refunds, therefore we ask customers to consider whether their query is urgent before calling us.

However, if you are intending to travel within the next 72 hours and need to speak with us - email urgenttravel@loganair.co.uk

Complaints

Please don’t email more than once, or message us repeatedly on social media. Your initial email enquiry will be attended to in the order received, and as quickly as possible. 

While we understand customers’ frustrations around the Covid-19 pandemic and the implications on customer bookings, we please ask that you treat our staff with the respect who are doing their very best to help all our customers under the current circumstances. 

We would like to thank all our customers for their ongoing patience during the current times.