Online banking

Online banking

Showing results for 
Search instead for 
Did you mean: 


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.


Hi @aphrodita, sorry for the delay. We are currently advising a timescale of 6 weeks to process dispute claims, so if you don't hear from us within that timescale, please get back in touch with us. Thank you for your patience at this time.



Please could you give me an update on my claims.  I sent off 2 claims on 1 May 2020 and received a confirmation of receipt email on the same day.  I have not heard anything regarding these claims and would appreciate an update as the value is over £5k.


I sent another separate claim on 29 April 2020 and that has been completely resolved.


If I need to send a private message, who would I address it to please?


Many thanks

Hi @sue1004, I'm sorry to hear that. Please send a private message to @Tesco-Bank and we will look into this for you.

Hi Kelly,

have sent 2 private messages now, and seem to getting no where apart from you asking me my private details, which I have supplied.

my claim form was emailed over on 7th May 2020



We have replied to your PM @Reggie15

I've had flights cancelled by Virgin Atlantic - I've emailed to request a refund and received an automated reply saying they had received my application.  I have had no other correspondence and i'm worried that I will not get refunded.  Am I able to complete a claim form for a refund of services not provided by Virgin via my Tesco credit card?

Hi @ALISONC, I'm really sorry to hear about that! You can find information about the steps to take here:


Once you follow the link you'll be able to submit an online form and one of my colleagues in the Disputes team will review your claim. Please be aware that the team are very busy at the moment so it may take longer than usual for them to get back in touch. We appreciate your patience at this busy time. Hope this helps!

I emailed my dispute form for GetAFlight on 23/5/20 but haven’t heard anything. Is this normal? 

I submitted a chargeback request on the 30th April for accommodation that I cannot get refunded.  I received an email saying it will take 6 weeks to process but I still haven't had a response.  Please can you advise how long the process should take for claims submitted on 30th April.  Thank you



A Travel Company are charging me £50, as my flights were cancelled due to COVID.


As I think £50 is extortionate, I was wondering if I could go through you to get a full refund, please.