The first thing to do is get confirmation that your trip has been cancelled.
Some travel agents confirm your arrangements with third party accommodation or travel providers as soon as you book your trip. In which case, you might still be able to go as planned. If not, check if your trip is covered by an ABTA or ATOL bond.
- If your provider has gone into administration, you probably won’t be able to contact them by phone.
- Visit their website for more details on what to do next.
- If your trip was booked as a package, it should be protected by ABTA or ATOL. A package typically includes travel, accommodation, car hire and activities.
1. Get a refund through ABTA or ATOL
- Check your booking to see if you’re covered by ABTA or ATOL
- If you do, visit their website and complete the form to make a claim
- ABTA and ATOL are industry organisations. So, if there are failures across the travel industry, it may take some time to get your refund
- Trips booked separately or in parts are not usually covered by ABTA or ATOL
2. Get a refund through your bank or building society
Only try this if you:
- are not covered by ABTA or ATOL
- paid for your trip by debit or credit card
Important information about card schemes and payment protection
- Card payment schemes, such as Visa, let you dispute and charge back payments where you do not receive the goods or services that you have been promised when making a purchase. You are only able to charge back the value of the original purchase.
- You also have protection under section 75 of the Consumer Credit Act if you paid by credit card and the payment was between £100 and £30,000. It doesn’t matter if the payment on your credit card was only for part of the balance, your booking will still be covered by section 75 cover for the whole amount.
- If you have booked part of your holiday by credit card – for example the flights but not the hotel – and the part booked on your credit card is cancelled, you may be able to claim for the parts not cancelled. This is not guaranteed and will depend on the terms and conditions of the provider that you have booked with.
You’ll need to send us evidence to support your claim
There are a few pieces of evidence that we’ll need to see in order to try and get your money back for you. See our evidence guide for more info. If you register your claim using our online form, make sure to have copies of your evidence ready to attach to the form – so that we receive your claim and your evidence at the same time.
Keep in mind
- You’ll need to speak to the bank or building society whose card you used
- For a Nationwide debit or credit card, you can find out more or make a claim.
- Visa dispute claims must be made within 120 days of the trip being cancelled, or the date when you were meant to travel. There are no time limits for a Section 75 claim.
- We’re working as quickly as we can during this busy time. So, claims are taking longer than normal to process.
- If your card provider couldn’t resolve your claim, ask them to confirm it in writing. You’ll need this as proof later.
3. Get a refund through your travel insurance
Your policy may cover you if a travel company goes into administration. So first, check the level of cover that you’ve got.
Only try this if you:
- You weren’t able to get a refund through ABTA, ATOL – and have proof of this
Keep in mind
If your provider goes into administration and they are the 'end supplier' e.g. airline or hotel, you will be covered if you're:
- a FlexPlus account holder
- a FlexAccount holder with the travel insurance benefit who purchased the travel disruption upgrade before November 2019, as part of the travel insurance benefit.
- FlexAccount holders with the travel insurance benefit who did not purchase the travel disruption upgrade before November 2019 are not covered if a travel provider goes into administration.
What you need to make a claim
- You’ll need any required upgrades. That includes the age upgrade if you are over 70. And the worldwide upgrade if you have a FlexAccount and your trip was outside of Europe.
- You’ll need to show that your package does not qualify for ATOL or ABTA protection, and that you weren’t able to claim through your credit or debit card provider.
- When you opened your account (including purchasing any upgrades you need for your trip) the Foreign & Commonwealth Office (FCO) were not advising against travel to your destination and you were not aware of a reason you could not go on your trip.
- There is no time limit on making a travel insurance claim, so you can claim even if the trip should have already taken place.
You can find out more detailed information and make a claim on our travel insurance important information page.