For overseas travel:
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.
Check the Foreign & Commonwealth Office (FCO) for the latest travel updates.
If the FCO advises against all travel to your intended destination, it’s possible to claim for cancellations as long as the advice wasn't in place when you booked the trip or purchased your insurance.
If the FCO advises against all but essential travel to your intended destination, it’s possible to claim for cancellations as long as you are travelling within 28 days and the advice wasn't in place when you booked the trip or purchased your insurance..
For UK-based trips and events:
If the service is still operational but you decide to, or have already cancelled, any refunds will be subject to the refund policy within the service provider’s terms and conditions. You may not be entitled to a refund if you have voluntarily decided to cancel.
First contact the company you booked through and the insurance provider
In any of the above situations, we’d recommend that you start by getting in touch with whoever organised it, or whoever you booked through. They may offer you different dates or a full refund. This is likely to be the quickest way to get the resolution you want. You can also check with your insurance provider before you cancel.
What you'll need
When you make a claim, we may ask you to supply some supporting documentation. So before you contact us, it will help if you have some or all of
- Proof of your purchase
- Terms and conditions for your purchase
- Evidence that the goods or services were faulty, damaged or different from their description
- Evidence that the goods or services were not delivered or supplied
Details of any descriptions or statements made by the seller about the goods or services.
You should also keep the item itself, in case it needs to be examined or handed to us if your claim is successful. We may also need an independent report to show the nature, impact or cost of the problem.
Our online form is is the easiest way for you to raise a claim. Please make sure if you do raise a claim that you provide all the necessary documents.
We’re receiving lots of cases at the moment so it will take us longer than normal to get to yours so please bear with us. We’re working as fast as we can and we’ll keep you informed at every step of the way, normally via SMS and Email.
So that you aren’t out of pocket any fees, interest or charges that have been caused by the transaction will be refunded while we deal with your case. However, if your dispute is unsuccessful these will be reapplied to your account.
This information is correct at the time of writing (19 June 2020), but things may change.