Travel Disruption FAQs

We have created some useful FAQs for anyone that has their travel and holiday plans impacted by coronavirus.

If you’re struggling to get a refund on cancelled flights, package holidays or car hire, and you paid on a credit or debit card, we may be able to help. Use our handy travel disruption tool to see the options available to you.

1.
Will I get my money back if my trip is cancelled?

Whether you’ve booked a package holiday, accommodation for your trip or simply a day excursion, we’ve set out if and how we might be able to help you obtain a refund below.

Firstly we need to understand who cancelled your trip. Was it the retailer you booked with or did you decide to cancel a future booking yourself?

I decided to cancel – If you chose to cancel your booking and the service was still available, then we may be able to help provided you followed the cancellation policy set out by the merchant. If you have followed the cancellation policy (including paying any cancellation fees) and have not got a refund that you are entitled to, then we may be able to help. Please be aware refunds may take longer than expected due to knock on impacts of coronavirus.

The retailer/business cancelled – If the trip was cancelled by the merchant we may be able to help you, depending on why they cancelled your trip. Before contacting us, we recommend trying to resolve the dispute with the merchant first. In most cases you are entitled to a refund, however the merchant may offer you an alternative e.g. different dates or a credit voucher. If you are not happy with what is offered, then please use our travel disruption tool to see if we may be able to help. If you have accepted a voucher and are unhappy, please see our information on what to do here.

Below are links to the web pages for the main travel providers used by our customers, which may help you further. We’ve also included the links for their coronavirus web pages, however we suggest you ensure you look at information across all of their web pages to understand how they can best help you.
Lloyds Bank is not responsible for the content or function of third party websites.
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2.
My flight has been cancelled, will I get a refund?

If your flight is cancelled, your airline should give you a refund and tell you how to apply for it. Or they may give you the option to re-book for a later date or offer a credit voucher. If the options don't suit you and they are unable/unwilling to refund you then please use our travel disruption tool to see if we may be able to request a refund on your behalf. If you paid with a Lloyds Bank debit card and use our Android app, you can now use our handy travel disruption tool within Mobile Banking.

Below are links to the web pages for the main travel providers used by our customers, which may help you further. We’ve also included the links for their Coronavirus web pages, however we suggest you ensure you look at information across all of their web pages to understand how they can best help you.
Lloyds Bank is not responsible for the content or function of third party websites.
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3.

What are my rights if I paid for travel with a debit or credit card?

You may be able to benefit from either chargeback (payment dispute) or Section 75 (credit card only).

Chargeback
A chargeback is a scheme put in place to protect customers, also known as a payment dispute. It allows credit and debit cardholders the ability to request a refund through their card issuer in a number of different scenarios. This includes where you have not received what you have paid for. We as your card issuer will refund you and will then seek to claim the payment back from the original merchant. However, merchants can dispute the chargeback request and this may result in your account having the payment taken again.

Chargeback rights cover the amount of the card transaction only, other losses cannot be claimed. A chargeback claim must also be made within a set time period. This is usually 120 days from the date of purchase, or from when the goods or services were expected to be received, though longer periods may apply in certain situations. Please use our travel disruption tool to see if we may be able to help you. If you paid with a Lloyds Bank debit card and use our Android app, you can now use our handy travel disruption tool within Mobile Banking.

Section 75 (credit card only)
If you are struggling to get a refund that you are entitled to, and you paid using a credit card, you may be able to make a claim under Section 75 Consumer Credit Act 1974.

Section 75 covers most credit card purchases for goods or services over £100 and under £30,000. This means you may be able to make a claim through us for the loss you have suffered. Section 75 rights are only available where the seller/provider has misrepresented something or if there has been a breach of contract. Depending on the circumstances, you may be able to claim a refund and potentially some consequential losses. You can find out more about Section 75 and how to make a claim if you have a credit card with us.

Please use our travel disruption tool to see if we may be able to help you.

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4.
How can I raise a chargeback from airlines or other travel providers?

If a flight or holiday has been cancelled by your travel provider – e.g. the airline or travel agent, you should contact your travel provider in the first instance. You may be offered a refund, the option to re-book for a later date, or a credit note.

Below are links to the web pages for the main travel providers used by our customers, which may help you further. We’ve also included the links for their Coronavirus web pages, however we suggest you ensure you look at information across all of their web pages to understand how they can best help you.
Lloyds Bank is not responsible for the content or function of third party websites.

If your travel provider doesn’t offer a refund or the alternative is not suitable, or if you are struggling to make contact with your merchant you may be able to get a refund by raising a payment dispute (chargeback). Please use our travel disruption tool to see if we may be able to help. If you paid with a Lloyds Bank debit card and use our Android app, you can now use our handy travel disruption tool within Mobile Banking.

To raise a payment dispute (chargeback) the following information will be needed:
1. The name of the merchant – e.g. your travel provider or airline the original transaction was made with;
2. Details of the payment and description of the item/service and delivery date;
3. The date the money was paid and whether this was in store, online or by phone;
4. A written summary of the dispute may be requested. This should include details of attempts to resolve the dispute and any responses received.
The payment disputes page offers more information, including how you can raise a payment dispute (chargeback) on your Lloyds Bank credit or debit card.

If you chose to cancel your booking and the service was still available, then we may be able to help provided you followed the cancellation policy set out by the merchant. If you have followed the cancellation policy and have not got a refund that you are entitled to, then you may be able to raise a payment dispute (chargeback).

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5.

Can I claim under Section 75 if I paid for my trip with a credit card?

If you are struggling to get a refund that you are entitled to, and you paid using a credit card, you may be able to make a claim under Section 75 Consumer Credit Act 1974.

Section 75 covers most credit card purchases for goods or services over £100 and under £30,000. This means you may be able to make a claim through us for the loss you have suffered. Section 75 rights are only available where the seller/provider has misrepresented something or if there has been a breach of contract. Depending on the circumstances, you may be able to claim a refund and potentially some consequential losses. You can find out more about Section 75 and how to make a claim if you have a credit card with us.

Please use our travel disruption tool to see if we may be able to help.

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6.

Can I get a refund if I’ve already accepted travel vouchers?

If you have already accepted travel vouchers and you are not happy with that, you may be able to get a refund instead. You will need to speak to your travel provider to see if they will issue you a refund as an alternative to your vouchers.

If your provider agrees to issue you a full refund, note it may take longer to process than usual. Please therefore wait 30 days from the request being accepted.

If you struggle to come to an agreement with your provider, we may be able to help.

To contact our Disputes team, our telephone banking lines are open 7am -11pm, seven days a week.

For credit cards: Call us on 0345 606 2172 or +44 1702 278 272 if you’re calling from outside the UK.

For current accounts: Call us on 0345 300 0000 or +44 1733 347007 if you’re calling from outside the UK.
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7.

If I make a claim, how long will it take to resolve a transaction dispute?

It can take up to 45 days to resolve a claim, if you’ve already raised a claim with us, we are working through these as quickly as we can.
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8.

Is coronavirus covered under my travel insurance?

When the Foreign and Commonwealth Office advises against all but essential travel to a region or country, you may be able to claim under the cancellation or travel disruption terms of your travel insurance policy. Every policy will be different so it’s important you check what cover you have and what you can claim. Some travel insurance policies may only allow you to claim for trips booked before the coronavirus situation arose. Do check that detail.

If you have one of the following accounts; Platinum Account, Premier Account, Gold Account, Silver Account, travel insurance is included as a benefit. Please review the FAQs (PDF) about the current account you hold or use the handy travel disruption tool to see if we can help you raise a refund.

Please note that if you opened one of the above accounts or booked travel after March 18th 2020 you are not covered under the ‘Cancellation or curtailment charges and early return’ section in relation to coronavirus. However, AXA will continue to cover medical costs if you become ill in a country or region the Foreign and Commonwealth Office hasn’t advised against visiting.

From 21st November 2020 there will be changes to the AXA travel insurance policy for the above accounts. For accounts opened or trips booked on or after 21st November 2020 some new exclusions will be added and existing ones will be updated. This is to restrict cover for all pandemics, including COVID-19. The policy excess amount will increase to £75 per claim per incident. We recommend you read the AXA Travel Insurance Guide to Changes (PDF), which explains the changes.
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9.

Am I covered by my travel insurance if I book a holiday now but then can’t go because of coronavirus?

Many insurance policies will no longer cover coronavirus for future bookings. So if you have an existing travel insurance policy, check with your provider to see if they have introduced any restrictions. If you are looking for a new policy, check to see if disruption due to coronavirus is included in the cover you are buying.

It is still important to take out travel insurance when you book any trips to cover you for future events.

If you have one of the following accounts; Platinum Account, Premier Account, Gold Account, Silver Account, travel insurance is included as a benefit. Please note that if you opened one of these accounts or booked travel after 18th March 2020, you are not covered under the ‘Cancellation or curtailment charges and early return’ section in relation to coronavirus. However, AXA will continue to cover medical costs if you become ill in a country or region the Foreign and Commonwealth Office hasn’t advised against visiting. You can find out more in the FAQs.

From 21st November 2020 there will be changes to the AXA travel insurance policy for the above accounts. For accounts opened or trips booked on or after 21st November 2020 some new exclusions will be added and existing ones will be updated. This is to restrict cover for all pandemics, including COVID-19. The policy excess amount will increase to £75 per claim per incident. We recommend you read the AXA Travel Insurance Guide to Changes (PDF), which explains the changes.

You can use the handy travel disruption tool for help if your travel has been disrupted. If you paid with a Lloyds Bank debit card and use our Android app, you can now use our handy travel disruption tool within Mobile Banking.
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10.

What if the Foreign and Commonwealth Office advice changes but I still don’t want to go?

If there is no Foreign and Commonwealth Office warning in place for your destination when you are due to travel and your flights, accommodation, etc. are all running as normal, you are unlikely to get a refund if you don’t want to travel. Also, travel insurance is unlikely to cover ‘disinclination to travel’.

However, if you have received medical advice not to travel due to your health, or if you are in an ‘at risk’ group, you may be able to get a refund and/or claim on your travel insurance. Speak to your travel provider or insurer for more information. Otherwise check the terms and conditions to see whether you have the right to cancel and receive a refund.

If you have one of the following accounts; Platinum Account, Premier Account, Gold Account, Silver Account, travel insurance is included as a benefit. Please note that if you opened one of these accounts or booked travel after 18th March 2020, you are not covered under the ‘Cancellation or curtailment charges and early return’ section in relation to coronavirus. However, AXA will continue to cover medical costs if you become ill in a country or region the Foreign and Commonwealth Office hasn’t advised against visiting. You can find out more in the FAQs.

You can use the handy travel disruption tool for help if your travel has been disrupted. If you paid with a Lloyds Bank debit card and use our Android app, you can now use our handy travel disruption tool within Mobile Banking.
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11.
What can I do if the travel company I booked with has stopped trading?

During these difficult times, we’re here to help support customers who have been affected by travel providers that have stopped trading due to coronavirus.

In the first instance, please check the website or any correspondence from the travel provider, or their administrator to understand how to get a refund.

Many flights and holiday purchases are covered by protection schemes, such as ATOL, who may refund you when a travel merchant ceases to trade. Most of these schemes will provide you with a certificate so please check your booking confirmation, the travel provider’s website or the administrator of your travel provider.

If your booking is protected, please follow the guidance that will be issued by your protection scheme on their website.

If you are unable to get a refund through a protection scheme and you paid for your travel with a Lloyds Bank credit or debit card you may be able to raise a claim either by filling out our online form, or by calling us.
- Credit card: you can fill out our online claim form.
- Debit card: you can call us on 0345 300 0000 (International: +44 1733 347007).
Stay Safe

If you’re contacted about the company that has stopped trading, be aware that as Lloyds Bank, we’ll never ask you for your bank details. Sometimes there can be an increase in fraud attempts during these type of events
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12.
Can I use the travel disruption tool within the Mobile Banking app?

If you paid with a Lloyds Bank debit card and use our Android app, you can now use our handy travel disruption tool within Mobile Banking.

You can do this by logging onto your app then following the below 3 steps:
1. Go to your statement screen and select the transaction that you would like to dispute (e.g. the payment made for your holiday).
2. Click ‘Help with this transaction’ at the bottom of the pop-up screen.
3. Select the question ‘Holiday no longer going ahead? Find out if you can get your money back’ to use our travel disruption tool.
If you didn’t pay using a Lloyds Bank debit card or don’t use our Android app, you can still use our handy travel disruption tool online.
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If this isn’t quite what you were looking for please visit our coronavirus hub for support and guidance if you have been impacted by coronavirus.