The challenging times we’re all experiencing means we’re getting a lot more calls than usual and our call times are longer. So we can support people in the most vulnerable situations, we ask that you only call us if your enquiry is urgent. You can still use our online and mobile banking services and our automated service.

 

Help if your travel has been disrupted

We understand that your travel plans may have changed recently. To give you the right help, we need to ask you a few questions.

Before you begin...

Payment issues are often resolved faster by contacting the travel provider directly. We always recommend doing this first.

 

First, we recommend you check the website or any correspondence from the travel provider, or their administrator to understand how to get a refund. If you’ve already done this, we might be able to help you.

You can also find out more by reading our FAQ's.

Unfortunately we won’t be able to help you with your payment issue until the trip has been cancelled. Please get in touch with your travel provider to discuss this with them directly.

If you have a bank account with insurance benefits, you might be able to make a claim.

You can find out more in our FAQS about bank accounts with insurance benefits.

Take a look at these FAQs, they'll help you understand your rights after accepting an alternative refund option.

 

Great. If you need any help with your voucher get in touch with your travel provider.

NEED CONTENT IF THE CUSTOMER IS NOT HAPPY

Thanks for answering our questions. We can help you find out if you can get your money back.

Credit card customer

Click here to continue

Debit card customer

Our telephone banking lines are open 7am - 11pm, seven days a week.

Call us on 0345 300 0000 or +441733 347007 if you're calling from outside the UK.

When you call, we'll ask for the following information:

  1. The name of the travel provider you made the booking 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 case may be requested. This should include details of any attempts to resolve the dispute and any responses received.

It could take up to 30 days for your refund to reach your account, as some travel providers are taking longer than usual to process payments.

We recommend waiting 30 days before getting back in touch with us.

Thanks for answering our questions. We can help you find out if you can get your money back.

Credit card customer

Click here to continue

Debit card customer

Our telephone banking lines are open 7am - 11pm, seven days a week.

Call us on 0345 300 0000 or +441733 347007 if you're calling from outside the UK.

When you call, we'll ask for the following information:

  1. The name of the travel provider you made the booking 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 case may be requested. This should include details of any attempts to resolve the dispute and any responses received.

Ok, we recommend you get in touch with your travel provider directly.

It could take up to 30 days for your refund to reach your account, as some travel providers are taking longer than usual to process payments.

We suggest waiting 30 days before getting back in touch with us.

If your trip has been cancelled and you haven't received cancellation confirmation, get in touch with your travel provider. Speaking to them directly will help to speed things up for you.

Unfortunately we won’t be able to help you with your payment issue until the trip has been cancelled. Please get in touch with your travel provider to discuss this with them directly.

If you have a bank account with insurance benefits, you might be able to make a claim.

We recommend getting in touch with your travel provider and also reviewing your travel insurance policy.

Based on what you’ve told us, it’s unlikely you’ll have a successful claim under the ‘cancellation and curtailment charges and early return section’ in relation to coronavirus at this time, from your bank account with us with insurance benefits.

You might be able to make a claim under other parts of your policy. Find out if you can by reading our FAQs for our bank accounts with insurance benefits.

Please also review your travel policies.

This could include things like car hire, excursions, flights, accommodation and package holidays.

Companies should be providing compensation, damages or refunds as a result of any impacts from coronavirus.

If you are unhappy with any reimbursements you should contact the provider.

Only when you've done this, should you contact your travel insurance to make a claim. You may be asked to provide confirmation from the provider on any costs not refunded.

Please remember to contact all merchants / providers associated with your cancelled trip.

If you do have a Personal Banking Account, review the FAQ's related to it (opens in a PDF document).

You should get in touch with your card provider directly, as they may be able to help. Most card providers are taking longer than usual to process payments at the moment, so please keep this in mind. 

If you have a bank account with us with insurance benefits, and think you might be able to make a claim, review your policy T&Cs and our FAQs here

At this difficult time, some travel providers are taking longer than usual to process payments.

You should wait until 30 days have passed before contacting us again. If you need your money back sooner, contact your travel provider directly.

Booked a package holiday?

You're usually entitled to a full cash refund from the travel provider you booked with. If they've offered vouchers or an alternative refund option, you can ask them directly for a cash refund instead.

You can find more information in our FAQs for our bank accounts with insurance benefits.

Booked your own accommodation, transport and other services with different providers?

You're usually entitled to a full refund for all transport costs, and your transport provider should help you with this. If your flight was cancelled, the airline you booked with should issue the refund in line with the EU Denied Boarding Regulation. For more information on this, please visit the Civil Aviation Authority website.

What about other costs like accommodation or car hire?

You will need to request a refund from the service provider. After doing this, you can then get in touch with your insurance provider to make a claim. You might be asked to show confirmation from the provider of any costs not refunded.

If you have a bank account with us with insurance benefits, take a look at these FAQs

 

 

Ok, you need to get in touch with your travel provider.

At this difficult time some travel providers are taking longer than usual to process payments.

We suggest you wait 30 days before contacting us again.

No problem, thanks for helping us understand more about your issue. We can help you raise a claim, and find out if we can get your money back.

CONTINUE

Direct Debit Customer

Please call our customer services on <NUMBER>.

We recommend getting in touch with your travel provider and also reviewing your travel insurance policy.

Based on what you've told us, it is unlikely you will have a successful claim under the 'cancellation and curtailment charges and early return section' in relation to coronavirus at this time, from your bank account with insurance benefits.

You might be able to make a claim under other parts of your policy. Find out if you can by reading our FAQ's about bank accounts with insurance benefits.

Based on what you’ve told us, it’s unlikely you’ll have a successful claim under the ‘cancellation and curtailment charges and early return section’ in relation to coronavirus at this time, from your bank account with us with insurance benefits.

In some cases, you might be able to make a claim nearer to the date of your trip or make a claim on other parts of your policy, such as travel disruption.

We recommend taking a look at these FAQs for our bank accounts with insurance benefits, for any future claims you might need to make.

Please also review your travel insurance policies. 

Based on what you’ve told us, it’s unlikely you’ll have a successful claim under the ‘cancellation and curtailment charges and early return section’ in relation to coronavirus at this time, from your bank account with us with insurance benefits.

You might be able to make a claim under other parts of your policy. Find out if you can by reading our FAQs about our bank accounts with insurance benefits.

Please also review your travel insurance policies. 

This could include things like car hire, excursions, flights, accommodation and package holidays.

You should get in touch with your travel provider directly, as they may be able to help.

It’s taking some providers longer than usual to process payments, so please keep this in mind.

When you've done this, you can get in touch with your travel insurance provider to find out if you can make a claim. They may ask to see some confirmation from the travel provider of any costs that can't be refunded.

You can find out more about our bank accounts with insurance benefits in these FAQs.

Thanks for answering our questions.

It’s taking some providers longer than usual to process payments, so please keep this in mind.

If you have a bank account with insurance benefits, and think you still might be able to make a claim, please take a look at your policy T&Cs and our FAQs for our bank accounts with insurance benefits

 

 

 

  

At this difficult time, some travel providers are taking longer than usual to process payments.

You should wait until 30 days have passed before contacting us again. If you need your money back sooner, contact your travel provider directly.

Booked a package holiday?

You're usually entitled to a full cash refund from the travel provider you booked with. If they've offered vouchers or an alternative refund option, you can ask them directly for a cash refund instead.

You can find more information in our FAQs for bank accounts with us with insurance benefits.

Booked your own accommodation, transport and other services with different providers?

You're usually entitled to a full refund for all transport costs, and your transport provider should help you with this. If your flight was cancelled, the airline you booked with should issue the refund in line with the EU Denied Boarding Regulation. For more information on this, please visit the Civil Aviation Authority website.

What about other costs like accommodation or car hire?

You will need to request a refund from the service provider. After doing this, you can then get in touch with your insurance provider to find out if you can make a claim. You might be asked to show confirmation from the provider of any costs not refunded.

If you have a bank account with us with insurance benefits, take a look at these FAQs

Ok, we recommend getting in touch with your travel provider directly.

If you're not satisfied with your refund or the compensation you've received, you should discuss this with your travel provider directly.

If you have a bank account with us with insurance benefits, take a look at these FAQ's.

No problem, thanks for helping us understand more about your issue. We can help you raise a claim, and find out if we can get your money back.

CONTINUE

Direct Debit Customer

Please call our customer services on <NUMBER>.

Based on what you’ve told us, it’s unlikely you’ll have a successful claim under the ‘cancellation and curtailment charges and early return section’ in relation to coronavirus at this time, from your bank account with us with insurance benefits.

You might be able to make a claim under other parts of your policy. Find out if you can by reading our FAQS for bank accounts with us with insurance benefits.

Unfortunately we won’t be able to help you with your payment issue, as you’ve cancelled the trip and you’re not eligible for a refund.

If you have a bank account with insurance benefits, you might be able to make a claim. Similarly, if you have travel insurance in place, you should review your policies to see if you can make a claim. 

You can find out more about our bank accounts with insurance benefits in these FAQs.

We recommend getting in touch with your travel provider and also reviewing your travel insurance policy.

You might also want to contact your card provider, as they may be able to help.