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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

Hi @Welsh_eddie, I'm sorry to hear about that. We can only dispute these transactions if the service is cancelled by the merchant e.g. your flights are cancelled. If the service is in the future and you haven't received official confirmation of cancellation by the merchant, then we have no dispute rights unfortunately. It would be best to contact your travel insurance in this case for some guidance.

Hi, I filled out a dispute form in May regarding a holiday that was we not available to take due to the Covid crisis and as yet I still have not received a refund for this. I noticed yesterday that it said on the website that refunds were taking approximately 6 weeks and just wondered it someone could provide me with an update as it is now longer than 6 weeks since I applied

 

I lookd forward to hearing from you

 

Thanks

Brian

Hi @bfcbri06, sorry to hear this.Could you please send a private message to @Tesco-Bank, so I can look at this for you?.

Hi Amanda

I think I have done that, can you let me know if you have received it

 

Regards

Brian

Hi @bfcbri06, I have responded to your private message now.

Into August and despite my flights being cancelled by BA in late March and a claim put in for a refund in early April the agents have yet to pay up and seem to be, according to Which?, one of the worst for paying back.

 

I originally booked and paid on September 5th 2019 with my Tesco MasterCard. I have only today put in a claim on the form linked above.  Am I still in with a chance? I saw elsewhere mention that the claim had to be made within 100 days of the purchase..... impossible to do as the lockdown and flight cancellations were after that date!

 

Cheers,

Hi @PaulDevall, with the dates you've mentioned this will still be valid as its the travel date that the 100 refers to. Our disputes team will review this and get in touch.

Hello 

We booked our holiday with On The Beach. We are supposed to be going next Monday (10th Aug). This was booked as a package holiday last October before any sign of COVID-19. 
Due to the FCO We obviously can’t go but OTB has said they will not refund the flights because they are still going ahead. They will only refund the hotel and transfers.

 

I paid On The Beach the full combined amount last October. (Flights, transfers and hotel). 
As they will not refund flights and we can’t go due to the government advice, can I claim this back through my Tesco Credit Card which we made full payment on last year?

Thanks 

 

Hi @RHopkin, I completely understand your worries with this. please send us a private message to @Tesco-Bank for us to advice you best.