Cancelled travel plans, events or products due to coronavirus

1 May 2020

4 min read

Speak to the provider directly

Please try to contact your goods or services provider directly in the first instance for advice on refunds or how to make changes to your plans.

You will find more specific scenarios below.

Cancellations by the provider

Providers are generally responsible for issuing a refund to the cardholder when they have cancelled the service. Providers are able to offer alternative booking dates or a credit voucher for future use if that is acceptable to you, but should process a refund if you decline the offer.

If the provider does not agree a refund (including in the scenarios below) or does not provide one in a reasonable timescale, we may be able to process a chargeback or make a Section 75 claim.

If you have purchased goods or services and the provider has cancelled due to a lack of demand.

E.g. an airline cancelling a flight due to not selling a sufficient number of tickets.

You should attempt to contact the provider in the first instance and request a refund directly. Generally speaking, you should be entitled to a refund. If the provider refuses your refund request, we may be able to help.

If you have purchased goods or services and the provider has cancelled due to a government prohibition.

E.g. an airline cancelled a flight because the government closed the border or a gym closes operations because of a government mandate to cease operations.

You should attempt to contact the provider in the first instance and request a refund directly. The provider may not be obliged to offer a refund in these circumstances under the terms and conditions of the purchase. If the provider refuses your refund request we may be able to help.

If an event you have purchased tickets for has been postponed due to Covid-19 and you do not want to attend the event on the alternate date chosen by merchant.

You should attempt to contact the provider in the first instance and request a refund directly. The provider may not be obliged to offer a refund in these circumstances under the terms and conditions of the purchase. If the provider refuses your refund request we may be able to help.

Cancellations by you

If you have purchased services, and you have since chosen or been unable to use them due to concerns related to COVID-19.

For example, you choose not to travel on a scheduled flight or you cancel your ticket.

As the provider has fulfilled its obligations to provide the service and has properly disclosed its terms and conditions your entitlement to a refund will depend on the provider’s terms and conditions. This also applies to non-airline providers, such as hotels and other venues that kept their obligations to deliver services. We suggest that you work directly with the provider to try to resolve the matter.

If you are entitled to a refund under the terms and conditions but the provider will not agree to one, we may be able to help.

If you have missed your flight (for any reason) and as a result, missed a subsequent separate non-refundable service, such as a cruise or prepaid hotel reservation.

Given that the service has been made available, generally speaking, you are not entitled to a refund. We suggest that you work directly with the provider to try to resolve the matter in line with their terms and conditions of purchase.

If your travel plans have been affected and your provider can’t help

If you took out an insurance policy which may cover the goods or services in question, your insurer may be able to help, so we suggest that you contact them.

Everyday Extra, Privilege, Privilege Premier, Smilemore or Credit Card Plus customers

You may be able to make a claim as part of your travel insurance policy.

Please call us on 0344 249 9981. Lines are open 8am – 6pm Monday to Friday, and 9am – 5pm Saturday and Sunday.

If you booked a trip after 14 March 2020, your travel insurance policy will not cover any cancellation claim in relation to coronavirus.

If you don't have any travel insurance

If your travel provider can't help and you don’t have travel insurance, as explained above, we may be able to help by making a chargeback or a Section 75 claim, if you paid for your trip using your Co-operative Bank or Smile debit/credit card.

Please call us on 03457 212 212. Lines are open 8am – 6pm Monday to Friday, and 9am – 5pm Saturday and Sunday. Call charges

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