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

    If the retailer is offering a refund or if you have protection with ATOL or ABTA, we’d ask you to give them the opportunity to refund your card before getting in touch with us.
    If they’re not offering a refund, or you’ve been referred to your card issuer to make a claim, we may be able to reimburse you with a chargeback.

    Please visit our travel chargeback pages to make a claim online.
    Comments 8 Comments
    1. 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 -
      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 -
      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 -
      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 -
      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 -
      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.
    1. MS34 -
      Quote Originally Posted by lisacroc View Post
      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.

      Hi,

      I have had exactly this scenario having paid for my son's trip through STA and not received the refund prior to them going into administration - could you let me what the outcome was please? I have also had my claim rejected knowing others have had theirs paid.
    1. ChristinaG -
      Hi @MS34, sorry to hear this! Please send us a private message to @Tesco-Bank so we can take a look into this for you.
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