Tips & Advices
Flight Delay and Cancellation Compensation: What to Know
Flight delays and cancellations are frustrating, and until recently, it could be an arduous process to receive compensation or a cash refund for travel disruptions. But a federal rule enacted in 2024 makes it easier.
Here’s what to know about flight delay and cancellation compensation.
When can you get a cash refund?
If your flight is canceled or “significantly changed,” you’ll generally have the option to either rebook through the airline or receive a refund. To qualify for a cash refund, you must decline any alternative transportation or travel credits offered by the airline, such as rebooking on another flight. This applies to all passengers, including those traveling on a nonrefundable ticket. Depending on the airline, you might receive cash or travel credits even if you do accept the rebooking (more on that in the next section).
You’ll qualify for a cash refund for your airfare and ancillary service fees under the following conditions:
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Your flight is canceled or significantly changed: Significant changes include:
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Departure or arrival times that are more than three hours domestically and six hours internationally;
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Airport changes, including connection changes to a different airport;
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An increase in the number of connections;
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Downgrades to a lower class of service, for example from business class to coach;
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Aircraft changes that are less accessible or accommodating to a disabled person.
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You have significantly delayed baggage: Checked bag fees will be reimbursed if a bag is not delivered within 12 hours of a domestic flight arriving at the gate, or 15 to 30 hours of an international flight arriving at the gate (depending on the length of the flight). The passenger must also file a mishandled baggage report with the airline.
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You paid for extra services not provided: Fees for extra services — such as Wi-Fi, seat selection or inflight entertainment — will be reimbursed if the airline fails to provide the service.
Cash refunds must be “automatic and prompt” and no longer need to be explicitly requested. Refunds must be processed by the airline within seven days for credit card purchases and 20 days for other payment methods (such as award travel with airline miles). Airlines can also no longer substitute vouchers, travel credit or other forms of compensation unless explicitly approved by the passenger.
Rebooking? You might be eligible for additional compensation
Airlines are committed to rebooking passengers at no additional cost if they experience a controllable change or cancellation. It is up to the passenger to either accept that rebooking or receive a refund.
However, it is up to the discretion of each airline to provide additional amenities or compensation, such as meals and hotel accommodations, to those who rebook. These conditions are made public by every airline in their customer service plan and summarized on the U.S. Department of Transportation’s website.
Dig deeper into these protections by tuning into NerdWallet’s Smart Travel podcast. This episode talks about U.S. consumer protections for air travelers.
Every airline except Frontier is committed to covering hotel accommodations (and transportation to that hotel) for any passenger affected by a controllable overnight cancellation. Additionally, Alaska, Hawaiian, JetBlue and Southwest provide a credit or travel voucher when a cancellation results in a passenger waiting for three hours or more from the scheduled departure time (the amount of additional compensation will depend on the airline).
A summary of select commitments from each major airline is shown below.
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Rebook on partner airline or another airline with which it has an agreement at no additional cost |
Meal or meal cash/voucher when cancellation results in passenger waiting three or more hours for a new flight |
Complimentary hotel stay for any passenger affected by an overnight cancellation |
Credit/travel voucher when cancellation results in passenger waiting for three hours or more from the scheduled departure time |
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|---|---|---|---|---|
NerdWallet Smart Travel podcast co-host shared in an episode how she managed to turn a cancelled flight into a free trip to Denver, including hotel room, $200 in United credits and $45 worth of Starbucks giftcards. Listen in:
How to find the reason for your flight delay or cancellation
To determine if you’re due additional compensation for a delay or cancellation beyond rebooking, you’ll need to figure out the reason for the trip interruption. The DOT considers four main types of delays as controllable, including maintenance delays, crew scheduling problems, fuel or baggage loading issues and cabin cleaning delays.
Some airlines do an excellent job of communicating the reason for a trip interruption. United Airlines spells out the reason for a delay at the top of your flight details in the United app. If you’re flying on another airline, you may need to use a service like ExpertFlyer to see the official reason listed for the flight delay or cancellation. You can also ask a flight attendant or gate agent the reason for the interruption, but having physical documentation, such as a screenshot, can be beneficial if you believe you’re due additional compensation for a trip interruption.
When won’t you receive additional compensation?
Some reasons for flight delays or cancellations are considered out of the airline’s control. For example, airlines generally aren’t going to provide compensation for meals or overnight accommodations if inclement weather causes the cancellation of your flight. Other forms of “uncontrollable” delays and cancellations include air traffic delays, safety- or security-related events and infrastructure or utility problems.
Some airlines specifically list other delay reasons that are considered outside the airline’s control, such as “passenger illness” (Alaska Airlines), “Federal Aviation Administration-required crew duty limitations” (Southwest Airlines) and “acts of God” (JetBlue Airways). Beware that different airlines may interpret the same situation differently. You can find out the exact terms in the airline’s customer service plan or contract of carriage.
Ways to protect yourself from delays and cancellations
If you’re on a flight that was canceled due to weather or another reason outside the airline’s control, your credit card perks may save the day. Several travel-related credit cards provide trip delay insurance that covers these types of delays. Just make sure to keep your receipts and note that your credit card’s benefits administrator may request a statement from the airline explaining the reason for the delay.
Travel protections (not a comprehensive list)
• Trip delay: Up to $500 per ticket for delays more than 12 hours.
• Trip cancellation: Up to $10,000 per person and $20,000 per trip. Maximum benefit of $40,000 per 12-month period.
• Trip interruption: Up to $10,000 per person and $20,000 per trip. Maximum benefit of $40,000 per 12-month period.
• Baggage delay: Up to $100 per day for five days.
• Lost luggage: Up to $3,000 per passenger.
• Trip delay: Up to $500 per ticket for delays more than 6 hours.
• Trip cancellation: Up to $10,000 per person and $20,000 per trip. Maximum benefit of $40,000 per 12-month period.
• Trip interruption: Up to $10,000 per person and $20,000 per trip. Maximum benefit of $40,000 per 12-month period.
• Baggage delay: Up to $100 per day for five days.
• Lost luggage: Up to $3,000 per passenger.
• Trip delay: Up to $500 per trip for delays more than 6 hours.
• Trip cancellation: Up to $10,000 per trip. Maximum benefit of $20,000 per 12-month period.
• Trip interruption: Up to $10,000 per trip. Maximum benefit of $20,000 per 12-month period.
• Lost luggage: Up to $3,000 per passenger.
• Trip delay: Up to $500 per ticket for delays more than 12 hours.
• Trip cancellation: Up to $10,000 per trip. Maximum benefit of $20,000 per 12-month period.
• Trip interruption: Up to $10,000 per trip. Maximum benefit of $20,000 per 12-month period.
• Baggage delay: Up to $100 per day for five days.
• Lost luggage: Up to $3,000 per passenger.
Alternatively, you might want to take out a travel insurance policy that will cover you in the case of a wide variety of delays — such as bad weather, airline maintenance or personal medical issues. Some travel insurance policies will even let you cancel a trip for any reason, meaning you’re covered no matter why your flight was delayed or canceled.
Insurance Benefit: Trip Cancellation and Interruption Insurance
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The maximum benefit amount for Trip Cancellation and Interruption Insurance is $10,000 per Covered Trip and $20,000 per Eligible Card per 12 consecutive month period.
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Eligibility and Benefit level varies by Card. Terms, Conditions and Limitations Apply.
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Underwritten by New Hampshire Insurance Company, an AIG Company.
Insurance Benefit: Baggage Insurance Plan
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Baggage Insurance Plan coverage can be in effect for Covered Persons for eligible lost, damaged, or stolen Baggage during their travel on a Common Carrier Vehicle (e.g., plane, train, ship, or bus) when the Entire Fare for a ticket for the trip (one-way or round-trip) is charged to an Eligible Card. Coverage can be provided for up to $2,000 for checked Baggage and up to a combined maximum of $3,000 for checked and carry-on Baggage, in excess of coverage provided by the Common Carrier. The coverage is also subject to a $3,000 aggregate limit per Covered Trip. For New York State residents, there is a $2,000 per bag/suitcase limit for each Covered Person with a $10,000 aggregate maximum for all Covered Persons per Covered Trip.
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Eligibility and Benefit level varies by Card. Terms, Conditions and Limitations Apply.
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Underwritten by AMEX Assurance Company.
How to maximize your rewards
The Citi Strata Elite℠ Card is the bank’s newest addition to its Strata line of cards and its first premium card since the Citi Prestige® Card, which is no longer available to new applicants.
The card comes with nearly $1,500 in value each year through perks like the $200 annual Splurge credit and a complimentary Priority Pass Select membership. Citi is also furthering its partnership with American Airlines and offering some AA-specific perks that frequent flyers will appreciate.
CNBC Select dives into Citi’s newest premium option to see how it stacks up against a very competitive travel credit card landscape.
The Citi Strata Elite℠ Card aims to brings premium restaurant rewards and travel benefits to users, including an annual hotel benefit of $300.
- High rewards rate on travel
- 6X on restaurants
- Can transfer points to American Airlines at a 1:1 rate
- Up to $200 annual splurge credit
- High annual fee
- Limited rewards categories
Highlights
Highlights shown here are provided by the issuer and have not been reviewed by CNBC Select’s editorial staff.
- Earn 80,000 bonus Points after spending $4,000 in the first 3 months of account opening
- Earn 12 Points per $1 spent on Hotels, Car Rentals, and Attractions booked on cititravel.com and 6 Points per $1 spent on Air Travel booked on cititravel.com
- Earn 6 Points per $1 spent at Restaurants including Restaurant Delivery Services on CitiNights℠ purchases, every Friday and Saturday from 6 PM to 6 AM ET. Earn 3 Points per $1 spent any other time
- Earn 1.5 Points per $1 spent on All Other Purchases
- Up to $300 Annual Hotel Benefit: Each calendar year, enjoy up to $300 off a hotel stay of two nights or more when booked through cititravel.com.
- No Foreign Transaction Fees
Balance transfer fee
Balance transfer fee applies with this offer 5% of each balance transfer; $5 minimum.
Citi Strata Elite Card review
Welcome bonus
If you’re approved for the Citi Strata Elite Card, for a limited time, you can earn 80,000 bonus points after spending $4,000 in the first three months of account opening. With these points generally valued at around 1.75 cents per point by the industry, this welcome bonus is worth about $1,400, which is a great return.
This bonus is earned in the form of Citi ThankYou® Points, which can be redeemed in a number of ways, from simple statement credits, to paying with points or transferring them to one of Citi’s travel partners.
Benefits and perks
The Citi Strata Elite comes with several perks, with the bulk of its value in travel and lifestyle categories.
Statement credits
- $300 Annual Hotel Benefit: Enjoy up to $300 off a hotel stay of two nights or more booked through Citi Travel every calendar year.
- $200 annual Splurge credit: Every calendar year, earn up to $200 in statement credits from your choice of up to two of the following brands: 1stDibs, American Airlines, Best Buy, Future Personal Training and Live Nation, with the option to change your selection at any time.
- $200 annual Blacklane credit: Enjoy up to $200 in statement credits, every calendar year, when booking with Blacklane, up to $100 from January through June and up to $100 from July through December.
- Global Entry or TSA PreCheck® credit: Receive a statement credit of up to $120 every four years as reimbursement for either the Global Entry or TSA PreCheck application fee.
While you do have to book via Citi Travel, the $300 hotel credit isn’t tied to any specific brand, meaning you’ll have more options. The $200 splurge credit is another welcome addition that gives you more control over how you earn rewards, letting you choose and switch between several brands, ranging from tickets to technology.
One credit that isn’t as common is the one for Blacklane, a global chauffeur service. While it might serve as a nice luxury option for special occasions, odds are that you’ll have an easier time with a taxi or public transportation.
Additional offerings
In addition to straightforward statement credits, the Strata Elite also offers some extra benefits:
- American Airlines Admirals Club passes: Every calendar year, you’ll receive four Admirals Club Citi Strata Elite passes, good for entry to 50+ Admirals Club lounges.
- Complimentary Priority Pass Select membership: Access to 1,500+ airport lounges worldwide for the primary cardholder and authorized users, plus up to two guests.
- Access to The Reserve by Citi Travel: A collection of 4.5- to 5-star hotels.
- Travel and shopping protections: Perks like trip delay protection, enhanced trip cancellation and trip interruption protection, plus lost or damaged luggage protection, MasterRental coverage, extended warranty and purchase assurance plus.
- Mastercard World Legend benefits: The newest premium tier to the Mastercard Collection, offering priority reservations at restaurants, including in Europe through Mastercard’s partnership with TheFork, ticketing access and more.
If Citi happens to be a company you bank with, it’s possible that you could be eligible for additional savings through an offer just for Citi customers:
- Citigold® Private Client Relationship Tier credit: Citigold Private Clients who qualify for the card will receive a first-year banking credit of $595, covering the card’s annual fee. You’ll then receive a $145 annual credit each following year, with an open and current Strata Elite card.
- Citigold® Relationship Tier credit: Citigold Clients who qualify for the card will receive a $145 banking credit with an open and current Strata Elite card.
How to earn and redeem Citi ThankYou Points
Earning
The Citi Strata Elite has a high earnings rate when you book via the Citi Travel portal, and it offers elevated earnings rates during certain eligible times:
- Earn 12X points on hotels, car rentals and attractions booked on cititravel.com
- Earn 6X points on air travel booked on cititravel.com
- Earn 6X points at restaurants on Citi Nights℠ purchases, every Friday and Saturday, from 6 PM to 6 AM ET; earn 3X points any other time
- Earn 1.5X points on all other purchases
What jumps out first is the very high 12X on hotels and more, but it is tied to the issuer’s travel portal, a common theme with premium travel cards. It’s also the first time we’ve seen a card that has a timed window to earn elevated rewards. It earns a higher rate at restaurants on Friday and Saturday nights, which could make your weekend date nights a little more affordable.
Redeeming
When redeeming the Citi ThankYou Points earned by your Strata Elite, you have several options to choose from, like:
- Travel
- Gifts cards
- Cash back
- Shopping via select retailers
- Charitable donations
While options like cash back and gift cards are usually the simplest, they often don’t provide you with the best value; the highest value usually comes from taking advantage of the transfer partners offered through Citi:
- AAdvantage® Program (1:1 ratio for Citi Strata Elite, Citi Strata Premier and Citi Prestige cardmembers)
- ALL Accor Live Limitless (2:1 ratio)
- Aeromexico (1:1 ratio)
- Air France-KLM Flying Blue (1:1 ratio)
- Avianca LifeMiles (1:1 ratio)
- Cathay Pacific Asia Miles (1:1 ratio)
- Choice Privileges (1:2 ratio or 2:3 with select Citi cards)
- Emirate Skywards (1:1 ratio)
- Etihad Guest (1:1 ratio)
- EVA Air (1:1 ratio)
- JetBlue TrueBlue (1:1 ratio or 5:4 with select Citi cards)
- Leaders Club (5:1 ratio)
- Preferred Hotels & Resorts (1:4 ratio)
- Quantas Frequent Flyer (1:1 ratio)
- Qatar Airways Privilege Club (1:1 ratio)
- Shop Your Way (1:10 ratio)
- Singapore Airlines (1:1 ratio)
- Thai Royal Orchard Plus (1:1 ratio)
- Turkish Airlines Miles&Smiles (1:1 ratio)
- Virgin Atlantic Flying Club & Virgin Red (1:1 ratio)
- Wyndham Rewards (1:1 ratio or 5:4 with select Citi cards)
Rates and fees
The Citi Strata Elite was built to compete with some of the most popular travel credit cards, and its $595 annual fee represents that. The card has no foreign transaction fees and a late or returned payment fee of $41. The card’s variable purchase APR ranges from 21.24% to 29.24%, depending on creditworthiness.
Card comparison
Citi Strata Elite Card vs. The Platinum Card from American Express
The Platinum Card® from American Express is a premium card loaded with annual statement credits, entertainment benefits, extensive airport lounge access, elite status perks and more. (Enrollment required for select benefits mentioned)
- Access to 1,400+ airport lounges, including Priority Pass™ Select lounges (enrollment required) and Amex Centurion lounges
- Statement credit offers worth up to twice what the annual fee costs
- Elite status perks for hotels and rental cars (Enrollment required for select benefits mentioned)
- High annual fee
- Many statement credit offers are complicated and are earned in increments or limited to specific purchases
Highlights
Highlights shown here are provided by the issuer and have not been reviewed by CNBC Select’s editorial staff.
- You may be eligible for as high as 175,000 Membership Rewards® Points after you spend $8,000 in eligible purchases on your new Card in your first 6 months of Card Membership. Welcome offers vary and you may not be eligible for an offer. Apply to know if you’re approved and find out your exact welcome offer amount – all with no credit score impact. If you’re approved and choose to accept the Card, your score may be impacted.
- Earn 5X Membership Rewards® Points for flights booked directly with airlines or with American Express Travel® up to $500,000 on these purchases per calendar year and earn 5X Membership Rewards® Points on prepaid hotels booked with American Express Travel®.
- $200 Hotel Credit: Get up to $200 back in statement credits each year on prepaid Fine Hotels + Resorts® or The Hotel Collection bookings through American Express Travel using your Platinum Card®. The Hotel Collection requires a minimum two-night stay.
- $240 Digital Entertainment Credit: Get up to $20 back in statement credits each month on eligible purchases made with your Platinum Card® on one or more of the following: Disney+, a Disney+ bundle, ESPN+, Hulu, The New York Times, Peacock, and The Wall Street Journal. Enrollment required.
- Enjoy the benefits of the Global Lounge Collection, with over $500 of annual value if you visit Centurion Lounges and each of our partner lounges including Delta Sky Club® lounges when flying an eligible Delta flight (subject to visit limitations) , select Lufthansa lounges when flying Lufthansa, Plaza Premium lounges and Escape Lounges, and enroll in Priority Pass Select. See terms.
- A Walmart+ membership can get you free shipping with no order minimum on eligible items shipped by Walmart. Use your Platinum Card® to pay for a monthly Walmart+ membership (subject to auto-renewal) and receive one statement credit for up to $12.95 (plus applicable taxes. Plus Ups not eligible) each month. Free Shipping excludes most Marketplace items, freight & certain location surcharges. Paramount+ Essential plan only, separate registration required.
- $200 Airline Fee Credit: Select one qualifying airline and then receive up to $200 in statement credits per calendar year when incidental fees are charged by the airline to your Platinum Card® Account. American Express relies on airlines to submit the correct information on airline transactions to identify incidental fee purchases. If you do not see a credit for a qualifying incidental purchase on your eligible Card after 8 weeks, simply call the number on the back of your Card. Qualifying airlines are subject to change. See terms & conditions for more details.
- $200 Uber Cash: Platinum Card® Members can ride or dine in style with $15 in Uber Cash each month, plus a bonus $20 in December after adding their Card to their Uber account. Use your Uber Cash on rides and orders in the U.S. when you select an Amex Card for your transaction.
- $199 CLEAR® Plus Credit: CLEAR® Plus helps get you to your gate faster by using unique facial attributes to verify you are you at 50+ airports nationwide. Receive up to $199 in statement credits per calendar year after you pay for your CLEAR Plus Membership (subject to auto-renewal) with the Platinum Card®.
- Receive either a $120 statement credit every 4 years for a Global Entry application fee or a statement credit up to $85 every 4.5 years for a TSA PreCheck® (through a TSA official enrollment provider) application fee, when charged to your Platinum Card®. Card Members approved for Global Entry will also receive access to TSA PreCheck at no additional cost.
- Shop Saks with Platinum: Get up to $100 in statement credits annually for purchases in Saks Fifth Avenue stores or at saks.com on your Platinum Card®. That’s up to $50 in statement credits semi-annually. Enrollment required.
- Use Global Dining Access by Resy to access premium dining experiences. Receive Priority Notify and unlock insider access to some of the world’s most sought-after restaurants with Global Dining Access by Resy. Download the Resy iOS app or log into Resy.com and add your Platinum Card® to your Resy profile to take advantage of your special benefits and discover restaurants near you.
- $695 annual fee.
- Terms Apply.
- See Rates & Fees
Balance transfer fee
Foreign transaction fee
The Platinum Card® from American Express offers more value in the form of statement credits, making it a good option for those seeking direct value from the card. Amex’s Platinum also comes with hotel status upgrades and permanent access to Amex’s Global Lounge Collection, including its Centurion Lounges. While enrollment is not necessary for Centurion Lounge access, some other lounge programs within the American Express Global Lounge Collection, such as Priority Pass, do require enrollment. The Strata Elite offers a high rewards rate on restaurants and a flexible $200 Splurge credit. The ability to earn up to 12X on hotels and 6X on air travel booked through Citi Travel can help you rack up ThankYou Points very quickly and help finance even more getaways.
Citi Strata Elite Card vs. Chase Sapphire Reserve
The Chase Sapphire Reserve® is a standout premium credit card with plenty of luxury perks and statement credits to justify its annual fee.
- Access over 1,300 airport lounges worldwide with a complimentary Priority PassTM Select membership, plus every Chase Sapphire Lounge® by The Club with two guests.
- Up to $300 in annual travel credit each account anniversary year
- You can transfer rewards to all of Chase’s travel partners including World of Hyatt, Southwest Rapid Rewards and many more
- Top-tier travel and shopping protections
- High annual fee
- Requires a high credit score
Highlights
Highlights shown here are provided by the issuer and have not been reviewed by CNBC Select’s editorial staff.
- Earn 100,000 bonus points + $500 Chase TravelSM promo credit after you spend $5,000 on purchases in the first 3 months from account opening.
- Get more than $2,700 in annual value with Sapphire Reserve.
- Earn 8x points on all purchases through Chase TravelSM, including The EditSM and 4x points on flights and hotels booked direct. Plus, earn 3x points on dining worldwide & 1x points on all other purchases
- $300 annual travel credit as reimbursement for travel purchases charged to your card each account anniversary year.
- Access over 1,300 airport lounges worldwide with a complimentary Priority PassTM Select membership, plus every Chase Sapphire Lounge® by The Club with two guests. Plus, up to $120 towards Global Entry, NEXUS, or TSA PreCheck® every 4 years
- Get up to $150 in statement credits every six months for a maximum of $300 annually for dining at restaurants that are part of Sapphire Reserve Exclusive Tables.
- Count on Trip Cancellation/Interruption Insurance, Auto Rental Coverage, Lost Luggage Insurance, no foreign transaction fees, and more.
- Get complimentary Apple TV+, the exclusive streaming home of Apple Originals. Plus Apple Music — all the music you love, across all your devices. Subscriptions run through 6/22/27 — a value of $250 annually
- Member FDIC
Balance transfer fee
Either $5 or 5% of the amount of each balance transfer, whichever is greater
Is the Citi Strata Elite Card right for you?
The Citi Strata Elite is a great fit for those who don’t mind booking primarily through travel portals, and for American Airlines customers eager to have a card that earns rewards that can be transferred to the AAdvantage program. The card comes with up to $300 in annual hotel benefits and a flexible $200 Splurge credit, both fairly easy credits to redeem. If you’re invested in the Citi ThankYou Points system or looking for a card that earns rewards compatible with American Airlines, this card is the next perfect addition to your wallet.
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Ms Whitemore said her stepfather fell ill on a holiday the family had taken to celebrate a number of birthdays.
“He was struggling to breathe, so he went to different clinics for X-rays, scans and tests. We thought ‘this is really good, they’re onto it’,” she said.
But once they reached a hospital to pick up some antibiotics, Ms Whitemore said they were shocked to be told “antibiotics won’t cure cancer” and that Mr Kirby was going to die.
“Obviously, there’s a big communication barrier,” she said.
“But it was so scary, my poor mum, bless her. She didn’t know anything of what was going on,” Ms Whitemore added.
She said Allianz agreed to fly her stepfather to a general hospital in Athens but would not cover the cost of an air ambulance back to Yeovil.
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