Travel without worries

If you have a Non-Refundable rate and you need to cancel for any of the 28 justified reasons included in the policy that prevent you from starting your trip. Check the complete list here.

If you meet any of the conditions described above and you have booked a Non-Refundable rate, please follow the steps indicated below:

a. Cancel the reservation at the hotel and request the invoice for the prepaid amount.
b. Contact the insurer providing your insurance reference through the EA Claims website:https://ea.eclaims.europ-assistance.com/login
You can access this by clicking “Request a new refund” to create your own claim and track the subsequent process. You must register with your email address to log in as often as needed.

c. After reviewing all the provided documentation, the insurer will contact you as soon as possible. (This refund will ONLY be made when the reason for cancellation is covered among the 28 reasons listed above.)

If you have questions, you can contact the insurer’s customer service number: +34 91 514 37 99

When you need to use this service, contact the assistance center at + 34 91 514 99 60 so they can tell you how to proceed and which medical center or hospital to contact.

The insurance covers the person who made the booking and their travel companions.

You will receive an email on the day of booking with all the information about your insurance.

For more information, please click on the following links:

Cancellation Insurance: General Conditions and FAQs
Travel Assistance Insurance: General Conditions and FAQs