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If your flight or holiday has been cancelled due to Covid-19

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

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.


@KellyT  will the refund transfer from statement to bank account be subject to a transfer/admin fee? Are these been waivered at present due to current circumstances? thanks

Hi @Shirltsang, thanks for getting in touch. If the refund results in a credit balance on your account then you can arrange a refund of the amount you're in credit by back to your bank account. I've included a link below with some more information about how to arrange the credit balance refund via online banking or the mobile app. Just select the link then the 'Credit Cards credit balance refund option' on the following page. Hope this helps!

 i have been waiting 9 weeks !!! since submitting dispute forms for cancelled flights. Malaysian Airlines has flat outright refused to refund me. I have sent you numerous messages on various platforms, and have heard NO information on my case. PLEASE HELP 


Hi @tallulahM, sorry to hear about that! Can you please send over a private message to Tesco-Bank confirming your full name, DOB, postcode and email address?

I had a text from Tesco advising that they needed me to call 0345 366 2711 to discuss my claim (for cancelled Ryanair flights) however when I call that number I get cut off. Any suggestions as to how to find out what information is being requested?

Hi @Jg31984, I'm sorry to hear about that! Can you please send over a private message to Tesco-Bank confirming your full name, DOB, postcode and email address? I'll then be able to check this for you. 

Hi, I booked a holiday in january to go away in july this year, I paid for the flights and hotel separately, the hotel are giving me a full refund but TUI have asked me to contact my credit card company with which i paid for the flights with, I paid them in full with my tesco credit card, can i claim this back from yourselves? 

As requested I sent a private message ..but guess what - no one replies ! what a surprise


Hi I have applied for a refund via section 75 for a refund on a cancelled flight and accommodation with Expedia. I sent the email 16th May, but I haven't received my money back. I know that you are really busy but everytime I phone I am told it hasn't progressed any further. Does anyone know how long it is taking to process these section 75 emails. Thanks

Hi @ozyboy83, if you follow the process at the top of the page we can review this. 


@tallulahM, I don't see any private messages from you. Was this sent to the @Tesco-Bank account?


@Carob, I'm afraid that due to the volume of claims received it is taking us at least 6 weeks to review new cases. I will need to ask you to remain patient at the moment.