• I've paid for a flight or holiday but the company have 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

    Complete this online 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.
    Comments 6 Comments
    1. lisacroc's Avatar
      lisacroc -
      Hi SArah, I bought flights for my son through STA which went into administration in August last year. We contacted the airlines and were told that STA had not paid for the flights so would not be honoured. I contacted CAA but they told me to contact my credit card provider which is you. We filled in a chargeback form but were told that there had been 'no breach of contract' with no explanation as to why. We bought flights that we no longer have (my son is still in NZ with no flight home) - how is this not a breach of contract? I have tried to download the online dispute form again but the link no longer works and I cannot find it on your website and there appears to be no way of speaking to someone about this. I know other people that purchased flights through STA with your credit card and have been reimbursed.
    1. TrinhO's Avatar
      TrinhO -
      Hi @lisacroc , I'm very sorry to hear this. Please send us a private message so that we can take a closer look at this for you.
    1. lisacroc's Avatar
      lisacroc -
      Hi, do I just use the 'envelope' next to my user name to do that? Do I need to address it to anyone in particular?
    1. ChristopherP's Avatar
      ChristopherP -
      Hey @lisacroc, if you click @Tesco-Bank, and then 'send private message', we'll be able to check this for you. Please include your full name, DOB and postcode in the message so we can access your account.
    1. lisacroc's Avatar
      lisacroc -
      Hi, I have done that but didn't put anything in the recipient box - did I need to? I don't seem to have anything in my sent box so not sure if it has sent or not so please could you confirm if you can see it. Thanks
    1. ChristopherP's Avatar
      ChristopherP -
      The recipient box should auto populate with 'Tesco-Bank'. If not, please enter it manually, and we'll then be able to receive your private message. Hope this helps.
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