Delays and cancellations

We’re sorry your flight hasn’t gone ahead as planned – we never take the decision to cancel a flight lightly. You now have the following options:

• Your ticket can be rebooked for the next Skybus flight with an available seat for no extra charge.
• If you choose not to travel on the next flight, you can rebook your ticket – with no extra charge for a different day.
• If you choose to cancel your flight you will be eligible for a refund for the unused portion of your ticket.
• It is sometimes possible to use another provider. If you wish to use this service you must cancel your trip with us, claim a refund for the unused part of your ticket and arrange it directly with the provider.
• If you are travelling to or from the Isles of Scilly you can transfer to Scillonian III (subject to availability). Please contact our passenger relations team to claim under UK 261 Article 10.

If you choose to rebook onto a later Skybus flight, you’ll be placed on the next service with available seats — we’re not permitted to move other passengers to accommodate cancellations.

When transferring to an alternative flight, seats are allocated first in the order of flight cancellations, and then according to the original booking order of the affected passengers.

During cancellations, our staff are naturally very busy – but they’ll do their best to provide you with information about potential accommodation if you need it.

If your cancellation requires you to stay overnight:

• Where possible, we recommend returning home for the night.
• If you need accommodation, please keep full receipts and email customerservices@skybus.co.uk afterwards to claim back eligible expenses.

Please note: Skybus cannot pay for accommodation at the time of the delay or cancellation.

If your delay is two hours or longer, we’ll provide:

• Refreshments and meals – usually as vouchers for the airport café, depending on your wait time. If you haven’t received your vouchers, please speak to a member of staff.
• Help with communication – if you need to make a call or send a message but don’t have access to a phone or Wi-Fi–enabled device, our staff can assist.

If your delay requires you to stay overnight:

• Where possible, we recommend returning home for the night.
• If you need accommodation, please keep full receipts and email customerservices@skybus.co.uk afterwards to claim back eligible expenses.

Please note: Skybus cannot pay for accommodation at the time of the delay or cancellation.

Following the UK’s exit from the EU, the government retained the air passenger rights set out in EC261/2004, which continue to apply to all our flights.

Need to claim compensation?

Use our quick online claim form or email us (customerservices@skybus.co.uk) to send us your details. You will need your booking reference and to attach your receipts. Once we have the necessary information, we’ll work to review and process your claim promptly.

Please allow up to 28 days for us to respond.

To ensure you receive the full compensation you are entitled to under EU261, we recommend submitting your claim directly to us.

If you are not happy with the outcome of your claim, you can log your complaint with Civil Aviation Authority’s Passenger Advice and Complaints Team by completing the form on their website.

How do I get to Scillonian III from my departure airport?

If you’re transferred to Scillonian because your flight has been cancelled, we’ll provide transport to the quay, no matter which airport you’re due to depart from.

If you’re travelling from St Mary’s, we’ll also provide onward travel from Penzance to your original scheduled destination airport or to Penzance train station.

Please let our staff know which destination you need when your ticket is transferred. You may choose to make your own way and not take the provided transport, but please be aware that we won’t be able to refund your transport costs.

I’ve parked my car at Land’s End Airport, will it be locked in?

The car park is locked overnight and on Sundays for extra security. If you need to get to your car outside the normal operating hours, please let us know as soon as possible so we can arrange access for you. Tell us at the airport when we transfer you, or call Skybus (01736 785233) during office hours.

For your information

The travel time on Scillonian III is approximately two hours and 45 minutes.

If anyone in your party has special requirements, or you’re travelling with animals, please let a member of staff know so we can help you.