Important information about raising a claim
Thanks for choosing to raise your dispute on our online tool. Before you do there are a few things you need to know.
We recommend that you get in touch with the company direct to try and resolve your dispute with them first as this may be a faster way to get a refund.
If you’ve decided to cancel your travel arrangements and they were not booked as part of a package, it may be difficult for us to get a refund for you. You should check the terms and conditions of the supplier and your Travel Insurance policy to see if you are eligible for a refund.
If your dispute concerns a holiday, you will need to include the flight number and hotel booking reference number. Please make sure you attach these to your form as we will need them to be able to process your case.
Try to make sure you have proof from the supplier that they are not able to offer the goods or service you paid for, ie, cancellation email, before raising a claim, you’ll need to attach this as evidence.
Please bear in mind we are receiving very high volumes of cases at the moment so it is taking us much longer than normal to deal with claims. Having all the relevant details and documents to hand when raising the claim will help to speed things up as you’ll need to upload these with the claim.