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Travel and holiday disruption

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.

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.

 

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.

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.

 

 

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.

Dispute Form

Download and complete this dispute form and email it to us at disputes@tescobank.com.

We recommend using a laptop or PC to do this. If you are using your mobile, you will need to save the form to your files before completing the fields and emailing it.

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.

 

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. Please download and complete our didn’t receive goods form and email it to us at disputes@tescobank.com.

We recommend using a laptop or PC to do this. If you are using your mobile, you will need to save the form to your files before completing the fields and emailing it.

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.

You may have trouble getting in touch with us right now as our call centre is really busy and opening hours are reduced. However, you can manage your day-to-day banking securely with our Mobile Banking App and Online Banking, they're simple to use and available 24/7.

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Comments

That is fine then Alistair, the disputes team will review this in due course - Ross

Just in case, here are the details.

 

Alistair

DoB. xxxxxxxx

 

Post Code

xxxxxxxx 

thanks

 

[Mod edit: Please do not share personal details as your posts are visible to the public. Thanks!]

 

Hi @JoVic, can you send your information to @Tesco-Bank so we can look into this further? 

Hi Just wondering if anyone can help please. once a refund has been processed from a dispute with a company, it says that there is 45 day period where the company can dispute the refund, does this mean 45 weekdays or just 45 days? also do the company dispute it with Tesco or could Tesco still take the money off you again? 

Thank you 

Hi @goatmeat, thanks for your message. I've just replied to your private message if you can check that please. Also, it would just be 45 days in total, rather than 45 weekdays. Please let us know if you have any more questions.