Important information for Aviva customers who have booked trips through Lowcostholidays

If you have a customer who has a holiday booked with Lowcostholidays and they’re worried about your booking, have a look at the below to see our travel insurance stance:

  • Under the terms and conditions of Aviva’s Travel Insurance there’s no cancellation under these circumstances. However in order to assist our customers at this difficult time, if after you have taken the below steps you’ve not been able to recover your losses, please call our claims teams below who will try to assist you further. Our claims handlers will look at your individual case and may be able to offer an ex-gratia payment for unrecoverable costs.
  • We understand that in most cases flights will remain valid; in the first instance you should contact the airline to check your reservation. Transfers and accommodation may be affected and you should check directly with the providers.
  • Depending on your original payment method, you may be able to claim back some or all of the costs from your credit or debit card provider or PayPal – please check with your provider in the first instance.
  • If your flights are valid but your accommodation has been cancelled, you should speak to the transport provider to see if the cost of the flights can be refunded.
  • You may also be able to claim a refund via Lowcostholidays’ administrators - Smith & Williamson LLP or via the Spanish Travel Agency Regulator.
  • If you’re at your holiday destination already and are worried about getting home, you should contact the transport provider and airline in the first instance.

Lowcostholidays aren’t a UK-based firm – so they’re not covered by compensation arrangements in place through ATOL.


If you have questions, please contact us on;

  • Personal Lines - 0800 015 1091
  • Commercial Lines – 01243 621 359

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