Claiming a refund for cancelled travel

We understand COVID-19 has affected a lot of travel and holiday plans. To help you get your money back we want to explain how chargeback services work and where relevant, what the refund process is.

Flight or holiday cancelled due to COVID-19

We know a lot of holiday plans are being disrupted right now. If your flight or holiday has been cancelled, you should get in touch with whoever you booked with, and give them the opportunity to offer you a refund, an alternative date or a voucher. If the airline or holiday provider has cancelled, they’re required to give you a full refund – but you should check their cancellation policy.

    If you don't want to travel due to COVID-19

    If your travel plans are all still in place, but you’ve decided you no longer want to go, you might not be entitled to a refund as you’ve opted to cancel. So before you do, you should check your holiday provider’s refund policy – and it’s also worth contacting them in case they might be willing to offer you something as a gesture of goodwill in the current climate.

    If your date of travel is still some time away, you may want to wait before making a decision to cancel, and decide nearer the time.

      Hotel refunds

      If your flight has been cancelled/refunded, but your hotel booking is still available, you need to contact the hotel and/or your travel insurance provider to discuss a refund. Depending on the hotel’s policy, you might not be eligible for one so it’s best to check as soon as you can.

      If they are not offering a refund, or you have been referred to your card issuer to make a claim, we may be able to reimburse you. Simply complete the dispute form below. You'll need to include any details you've already had with the merchant where you've tried to resolve this as we don't accept attachments.

        When Government advice says not to travel

        If the government issues guidance advising against travel, then the airline will likely cancel your flight.

        If that happens, you should first contact the airline or holiday provider to see if they’ll offer you a refund, alternative date or voucher. If they have cancelled, they’re required to give you a full refund – but you should check their cancellation policy.

        If you’re still encountering difficulty getting a refund, and you have paid for the service using your Tesco Bank credit or debit card, you may be able to raise a dispute through us.

        We might ask you to provide evidence that the airline, travel provider or event organiser has refused to comply with the terms of their cancellation policy.

          When a company has ceased trading

          If the merchant is offering a refund, we would first ask you to allow them an opportunity to refund your credit card before getting in touch.

          If they are not offering a refund, or you have been referred to your card issuer to make a claim, we may be able to reimburse you.

            Dispute Form

              When completing the form, please make sure you have the following information available:

              • Your credit card number or your sort code and account number
              • The date and merchant name on the transaction you want to dispute (you can find this on Online Banking, the Mobile App or your paper statement)
              • Your destination and flight or accommodation dates

              We'll process your request and contact you when complete, or if we need further information. Due to extraordinary demand in our contact centres, it may take longer than usual to process your request.

                For any other types of disputes, please read our FAQs on disputed transactions and chargebacks.

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