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COVID-19

If your travel plans are cancelled or affected

My flight or holiday has been cancelled due to COVID-19, what can I do?

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 dispute form.

 

What if I choose not to travel due to COVID-19?

As the merchant has not cancelled and the service is still available, we are unable to raise a dispute. Please contact the merchant directly to discuss a refund.

You may also want to contact your travel provider or insurance company for further information or assistance.

 

What happens if my flight is cancelled and refunded however my hotel is still available and not offering a refund?

You need to contact the hotel and/or your travel insurance to discuss a refund.
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 dispute form.

 

Planned to travel abroad?

If you’re worried about any future travel plans please contact the company you booked with.

 

What happens if the government tells me not to travel?

If the government issues guidance advising against travel, the airline will likely cancel the flight

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 dispute form.

Comments

My travel company has refunded money to my Tesco credit card for a holiday they cancelled due to Covid-19. How do I get that money into my Tesco current account WITHOUT paying any charges?

Hey @beejayman. We can arrange for your credit balance to be refunded but we will need to speak with you to process this. I'm afraid we can't sort this here, as we're for more general information. It would be best to give us a call on 0345 300 4278 (available Mon - Sun: 8am - 7:30pm) and my colleagues will be happy to help. Please bear in mind that when we process this type of refund sometimes a money transfer fee will be applied in error. If you see this appear via online banking or the mobile app then don’t be alarmed as we'll automatically refund this fee within 7-10 working days. I hope this helps! - Chris

This might be a similar enquiry to beejayman's.  We are due to travel to Florida/Mexico in August as a package involving three flights and two hotels.  We had to pay for the balance last week but doubt that the holiday will go ahead because at least one of the five elements is likely be cancelled (this suits us anyway, under the circumstances!) and the tour operator (Hays) will be bound to refund. For safety's sake I paid the balance off using two credit cards.  I paid £10,100 (using my full credit limit) using the Tesco card.  I am on an interest free deal and could (1) pay the minimum monthly payments between now and August, in this scenario the refund would cover the balance and leave a credit balance equal to the payments made between now and August or alternatively (2) I could pay the entire £10,100 of now meaning that when the refund comes through there will be a massive credit balance on the card.  I actually prefer the 2nd option as I don't like having so big a credit card balance but either way the will be a credit balance once Hays refund.  Is the position the same as beejayman's i.e. I contact you by telephone when the position unravels and ask that you pay the balance into the account that my Direct Debits are paid from or an alternative? 

Hi @jamiller63, that's correct. When the refund is applied please give us a call on 0345 300 4278 (Mon - Sun: 8am to 7:30pm) and we'll be able to refund this to your current account for you - Thomas

I sent in a disputed payment form on Thursday 23rd April after receiving a refusal to refund my payment following a holiday cancellation due to depart on 12th May. I haven’t received a confirmation of receipt. 
I am sure there is a high number of claims but would like to know the form & supporting docs have been received & will be processed. Thanks.

Hi @GarySBristol, sorry to hear about this! Can you please check your spam/junk folder to see if you've received any email confirmation from us? Also, what email address did you send the form to?

Hi Kelly

Thanks for such a quick reply, I have checked junk/spam & nothing there from TescoBank.

I sent the e-mail to Information Removed, Do I need to send it again or to a different address? Thanks GarySBristol

 

Good Morning

 

I emailed you on 21st March re a claimback for goods not received.

I have subsequently heard nothing, is there a delay in the process, I understand you are probably very busy?

Many thanks

Apologies 21st April!!

Hello.

With reference to 2 similar enquiries I rang 0345 300 4278 to speak to someone about transferring a refund from a cancelled holiday, from my Tesco credit card, to a non Tesco current account but was not given an option to speak to someone, only the request to key in the amount I want to transfer. Your earlier replies said I have to speak to someone. Help please.