If your booking includes ConnectSure and your self-transfer journey is disrupted, you may be able to claim certain out-of-pocket expenses. Claims are reviewed based on the situation and the terms of the service.

This article explains what you can claim, what is not covered, and what you need to do.

What expenses can be claimed?

You may be able to claim reasonable costs related to reaching your final destination after a covered disruption.

Substitute travel

If you miss a connection due to a delay or cancellation of an earlier flight, you may be able to claim the cost of a replacement flight or other transport needed to continue your journey.

Overnight accommodation

If no suitable onward travel is available until the next day, you may be able to claim:

• Overnight accommodation

• Up to €100 per night per passenger

Meals and refreshments

If your journey is extended due to a disruption, you may be able to claim:

• Meals and non-alcoholic drinks

• Up to €15 per passenger per passenger per day, if your connection time is extended by more than three hours

What is not covered?

You cannot claim for:

• Voluntary changes or cancellations

• Costs caused by traveler error (for example, arriving late at the airport)

• Extraordinary circumstances (such as political unrest or severe weather)

• Airline compensation claims (such as EU261), which must be handled directly with the airline

• Costs that are not related to reaching your destination

ConnectSure does not cover airline bankruptcy.

What to keep in mind

To help your claim be reviewed smoothly:

• Your booking must include ConnectSure

• Keep costs as low as reasonably possible

• Keep all receipts for any expenses claimed

• Claims are reviewed individually and must meet the service terms

How do I submit a claim?

Claims must be submitted through the Manage My Booking page. You will be asked to provide:

• Details of the disruption

• Receipts for claimed expenses

• Your booking reference

If additional information is needed, our team will contact you.

During a disruption

If you experience a disruption:

• Contact Dohop as soon as possible for guidance

• Avoid unnecessary expenses

• Keep all documentation

This helps ensure your claim can be reviewed as quickly as possible.