Compensation for a missed flight My claim has now been declined. AXA says that as the initial delay was only 40 minutes I have no case. I pointed out that it caused us to miss our connection so we were effectively delayed for more than 24 hours. AXA still declined to pay out so I paid £10 for a copy of the recorded calls. It took a month for the CD to arrive and it is missing the two important calls where the agent said AXA would pay for the new Virgin flights. Now the only evidence I have that I made these calls is on my itemised mobile bill. Can you help me persuade AXA to honour its word. Gill Charlton, consumer expert, replies Your AXA travel policy does not provide reimbursement for the cost of buying alternative flights if you miss a connecting flight - even for reasons beyond your control. The "Delayed Flight/Missed Connection" wording says the cardholder will be reimbursed up to a maximum of £500 for "meals, refreshments, additional travel and/or accommodation expenses, if the delay exceeds more than four hours in the journey or the connection due to... late arrival of his connecting journey." The AXA agent to whom you spoke has obviously made a mistake here. As you went ahead and bought new flights on the basis of his information, my view is that the insurer is liable to repay the cost of the new flights. The "loss" of the recordings of the two key calls doesn't help its case either. I contacted AXA which has now agreed to uphold your complaint due to the erroneous advice given by its agent. It has agreed pay your claim in full and apologises for the additional stress and inconvenience caused by its initial refusal to do so. AXA's Missed Connection terms are similar to those of many mainstream travel insurers. One insurer who would have paid out for the cost of buying new flights is P J Hayman (0845 520 1080; pjhayman.com). Its Premier Plus policy allows £1,500 per person towards the cost of new flights if you miss any connecting flight. An annual worldwide Premier Plus policy costs £169.30 for a couple under 55; children are free. About Gill Charlton Gill is an expert on India, Cornwall and consumer issues, especially legal disputes.