Cancelling a holiday due to illness
What you can recover, who to tell first, and the medical evidence you will be asked for. In the order that actually matters.
The short answer. Do these three things, in this order: tell the operator or airline you are cancelling, notify your travel insurer, then get medical evidence. Most policies require you to cancel as soon as you know you cannot travel, and some reduce a claim if delay pushed the cancellation charge higher.
Do this today. The single most expensive mistake here is waiting. People delay cancelling in the hope of recovering, and cancellation charges climb as the departure date approaches. If a claim is later made, insurers can and do pay only what the charge would have been had you cancelled when you first knew. Notify first, and get the paperwork afterwards.
Step 1: tell the operator or airline
Contact whoever you booked with and say you need to cancel on medical grounds. Ask them to confirm in writing what the cancellation charge is and what you will be refunded. For a package holiday this is set out in their terms; for a flight it depends on the fare.
Ask specifically about two things people forget: whether they will refund taxes and charges even on a non-refundable ticket (usually yes), and whether they have any discretionary medical policy. Many operators do, and they do not advertise it.
Step 2: notify your insurer
Do this the same day. You are not making the full claim yet, just putting them on notice. Ask them what they need — most will send a claim form and, importantly, their own medical certificate form for a doctor to complete.
Step 3: get the medical evidence
This is the part you control, and the part claims most often fail on. A letter saying “patient has been unwell” tells an insurer nothing it can assess. What they need is specific: the condition, when it started, a clear statement that travel was not advisable, the dates covered, and the doctor’s name, GMC number and signature.
If your insurer has sent its own form, use it. A form completed in the insurer’s own format is queried far less often than free text.
What the certificate should contain · Not fit to fly certificates
What you can usually recover
| Booking type | Typical position |
|---|---|
| Package holiday (ATOL) | Cancellation charges apply on a sliding scale by how close to departure you are. Insurance is the route to recovering them |
| Non-refundable flight | Fare usually not refundable, but taxes and certain charges normally are. Some carriers waive change fees on documented medical grounds |
| Flexible or refundable fare | Refund per the fare rules, often without needing medical evidence at all |
| Accommodation booked separately | Depends entirely on the booking terms. Free-cancellation rates are often overlooked — check before assuming |
| Cruise | Cancellation charges are typically steeper and start earlier than for flights |
Check whether you have cover you have forgotten about. Some packaged bank accounts, credit cards and annual multi-trip policies include cancellation cover, and people routinely claim on a standalone policy while holding a better one they had overlooked.
If the airline is the one saying no
Sometimes you feel able to travel but the carrier’s rule says otherwise — past the pregnancy cut-off, inside the 48-hour window after a cast, or refused clearance for a medical condition. Insurers generally treat that as a valid cancellation reason, but they will want documentation of the clinical position, not just an account of the conversation at the desk.
Get the airline’s refusal in writing if you can, and get a doctor’s letter addressing the specific issue the airline raised.
Common questions
What are valid reasons for cancelling a holiday?
For insurance purposes, typically: illness or injury to you, a travelling companion or a close relative; death of a close relative; jury service; being called as a witness; redundancy; or serious damage to your home. Policies differ substantially, and the definition of “close relative” is often narrower than people expect.
Can I cancel a package holiday because of illness?
You can always cancel, but you will normally be charged the cancellation fees in the operator’s terms. Recovering that money is what travel insurance is for — which is why the medical evidence matters.
Do I need a doctor's note to cancel a holiday?
For an insurance claim, almost always. Insurers rarely accept a medical cancellation without written confirmation from a doctor, and many have their own form for the doctor to complete.
When should I tell the insurer?
Immediately — before you sort the paperwork. Most policies require you to cancel as soon as you know you cannot travel, and some reduce a claim if delay increased the cancellation charge.
What if a relative is ill, not me?
Many policies cover cancellation due to illness or death of a close relative or a travelling companion. Check your policy’s definition of close relative before assuming you are covered.
Can I get the taxes back if I just do not fly?
Usually yes, even on a non-refundable fare. Air passenger duty and certain charges are only payable if you actually travel, so you can normally reclaim them from the airline. It is not much, but it is yours and airlines do not offer it unprompted.
Related
Need medical evidence for your claim?
A GMC-registered UK GP can issue a cancellation certificate, or complete your insurer’s own medical form, the same day on weekdays.
Get startedReviewed by a GMC-registered GP. Full refund if a certificate cannot be issued on clinical grounds.