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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.


I have flights booked with Ryan Air on the 2nd May and there is a good chance these will be cancelled during the next week or so. Currently they are offering me the chance to change these flights to a date between 1st June and 31st August and they will the waive the alteration fee, but I will need to pay any additional cost of the actual flight.

As the flights on the 2nd May were for a specific occasion I do not want to change them but obtain a refund. If Ryan Air refuse to give me refund will I be able to claim on my credit card. Thanks.

Hi @Ninian1, thanks for getting in touch. Yes, if Ryanair refuse to refund your flights, we'll be able to look info this for you. If you follow the steps in the original post, we'll be able to help 🙂 - Caroline

Good Morning Sir/Madam

I have been advised by your colleauges over the phone to place my dispute with eurowings onto an e-mail.

We booked flights with Eurowings which where due to depart to Dusseldorf from Manchester on the 14th April 2020. Returning to Manchester on 17th April 2020. It was for 3 x people. My wife - son & myself. The flights where to watch our son play football for his academy. This trip due to recent circumstances with Corina Virus has been cancelled. Eurowings have also cancelled their flights. I booked using my Tesco Credit Card for the flights which appeared in my Tesco credit card statement and I have paid this also. After contacting Eurowings 3 x times by using their website to request reimbursement of the funds which total £267.94. This is £221.94 for the flights with a additional fee of £46.00 to enable us to sit together as a family.
Eurowings have not replied to any of the automated messages sent through their official website and I have also tried on 2 separate occasions to call them. After a wait of 40 minutes on both occasions without a customer services person answering I hung up. Their website says any cancellations made can be used for an alternative flight or they will issue a voucher. I will not have a need for a voucher or need to amend flights to another date as my son's academy tour next year will be in a different country therefore flights back to Dusseldorf are no good.
I would like payment back in full for what I have paid. Could this be disputed by your team to them? As my understanding is " You have the legal right to a full refund - including other flights from the airline that you won’t use in the same booking such as onward or return flights"


I Look fordard to your replay.


Shane Smithies

Hey @Keano, thank you for getting in touch. I’m so sorry to hear about this. In this case, it would be best to raise the dispute with us by following the above steps. If they are refusing to refund this, then we can look into this for you 🙂 - Cheryl

Hi. I booked a flight with KLM which has just been cancelled by the airline, they are not offering a cash refund (only a voucher, which is no good as we cannot re-arrange the trip). I believe I can complete the 'didn't receive the goods form', however my credit card is actually due to be paid this week otherwise I will be charged interest. Should I pay the credit card in the meantime and await the outcome of the claim form?  Will paying the card off affect my entitlement to have this amount re-credited to my account once resolved?  Thanks!

Hi @Keith67, thanks for getting in touch. You should continue to pay the card as normal and as soon as an outcome is made regarding the claim, we'll be in touch - Keigan

Hi - I have a holiday booked directly with Disneyland Paris at the end of June. In the event the park is still closed then (which seems likely) - DLP are refusing refunds and offering a voucher for use within 18 months. Would the offer of a voucher generally mean I couldn't claim as per the above? 

It's quite confusing!


Hi @HeatherBish, thanks for getting in touch. You would be best calling our Disputes team and they'll be able to discuss this in further detail. They can be contacted on  0345 366 2711 (Mon - Fri: 9am - 5pm) - Keigan

Hi. We had flights booked with Jet2 and a hotel reservation with Barcelo for a holiday (20th April). I cancelled the hotel reservation on 17th March and was told I would receive a refund within 14 days. I hadn’t received a refund within the specified timeframe. I have contacted them on numerous occasions and keep getting told they are busy or their payment systems are down or getting ignored. I have now waited over a month for a refund. At what point am I able to raise a dispute as this is now getting tiresome. Thanks. 

Hi, sorry to hear about this. 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.