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Claim your money back
For travel, holidays and events cancelled due to Coronavirus when you booked using your credit or debit card

If your travel, holiday or event has been cancelled due to the current Coronavirus pandemic, you may be looking to get a refund. Our FAQ's below may help answer your questions, so please have a read through before doing anything.

Frequently asked questions

I used my credit/debit card to book travel, a holiday and/or an event that has been cancelled due to Coronavirus, what should I do?

Firstly, you should contact the company you booked through. This is the fastest way to understand what to do next and what you’re entitled to. It's also important to check the terms and conditions of your booking, as well as the cover on your travel insurance.

Make sure you allow enough time for the company to send you a refund. Everyone has been impacted by the Coronavirus pandemic, so it may take longer than usual for refunds to be processed and/or customers to be contacted. We suggest you allow at least 30 days before completing the form on this page. Don't forget to check your account too as some companies may process your refund automatically.

If the date of your travel or event has passed and you haven’t heard back from the company, we may be able to help you recover some, or all of your money. Just fill in the form on this page and we’ll be in touch.

I'm expecting a refund for cancelled travel and/or an event from the company I booked with but haven’t received it, what should I do?

Everyone has been impacted by the Coronavirus pandemic, so it may take longer than usual for refunds to be processed and/or customers to be contacted. We suggest you allow at least 30 days for your refund to be processed. Some companies may wait for the date of your travel/event to have passed too.

If you haven’t received the refund you were expecting, you should try to get in touch with the company you booked with. If you haven’t heard back from them or they’re refusing to refund you, we may be able to help you recover some, or all of your money. Just fill in the form on this page and we’ll be in touch.

The company has offered me vouchers instead of a refund, but I want a refund instead, what should I do?

Check the terms and conditions of your booking. If the company is acting within those, you might not be entitled to a refund. If they’re not, fill in the form on this page and we will be in touch.

I’m worried about travelling and I might cancel my trip. Can I claim a refund?

Check with your travel insurance provider and the company you booked with before you cancel, as you may not be able to get your money back. Keep an eye on the Foreign and Commonwealth Office’s (FCO) current travel restrictions for guidance and advice too.

Will I get my money back if I cancel my own event i.e. wedding?

Firstly, speak to your venue, caterers, and other suppliers about your options. You may not get your deposit or other payments refunded if you cancel completely but if your suppliers cancel, you may be entitled to a full refund.

If you have wedding insurance, check your policy or speak to your insurance provider about what you can claim.

I've heard the term ‘Section 75’, what does that mean?

Section 75 is a way to make a claim against your credit card provider when a company that you’ve paid using your card has let you down. When you make a Section 75 claim about travel, holiday or an event that’s been cancelled because of Coronavirus, we’ll check that all of these things have happened before we can refund you:

  • You used your credit card to pay the company providing your travel, holiday or event directly.

    The money usually needs to have gone straight from your credit card account to them.

  • The travel, holiday or event was for your benefit.

    For example, your claim might not be successful if the additional cardholder paid and you weren’t travelling or if you were paying for someone outside of your family to go.

  • The total amount of the travel, holiday or event you paid the company for was more than £100 but less than £30,000.

    You don’t have to have paid for it all using your credit card though – just part of it.

  • The company let you down by failing to do something that they had to do as part of their contract with you.

    It’s important you check the terms and conditions, especially about cancellations, refunds and re-booking. If the company offers you a voucher or the ability to re-book, you won’t usually be able to raise a claim under Section 75 if their terms and conditions allow that.

    If your booking hasn’t been cancelled, check the Foreign and Commonwealth Office’s (FCO) current travel restrictions for guidance and advice. There are different travel restrictions depending on your destination and dates of travel. So if your date of travel or event goes beyond the dates mentioned in the FCO’s advice, you may need to wait until the restrictions are extended before your claim can be progressed (although you can still make a claim in the meantime).

  • You’ve lost out financially as a result.

    You can make a claim for all of the money you’ve lost – even if that’s more than what you spent using your credit card.

How can I make a Section 75 claim for travel, a holiday or an event cancelled due to Coronavirus?

This form isn’t for Section 75 claims. To make a Section 75 you can write to us at:

CYB cards: Disputes Department, 20 Merrion Way, Leeds, LS2 8NZ

Please include a covering letter with the following information:

  • Your CYB Credit or Debit Card number
  • Amount and date of the transaction or purchase.
  • Name of the company and details of your purchase or transaction.
  • Reason for the claim.

You should also include any relevant documents (i.e. receipts or emails which confirm your transaction and any contact with the company you made the purchase through). We will keep you updated as we process your claim.

How do I claim for goods or services not related to travel, holidays or events cancelled due to Coronavirus?

If you need help with a refund or claim for goods or services not related to travel, holidays or events cancelled due to the Coronavirus pandemic, you can write to us at:

CYB cards: Disputes Department, 20 Merrion Way, Leeds, LS2 8NZ

Please include a covering letter with the following information:

  • Your CYB Credit or Debit Card number
  • Amount and date of the transaction or purchase.
  • Name of the company and details of your purchase or transaction.
  • Reason for your dispute and or refund request.

You should also include any relevant documents (i.e. receipts or emails which confirm your transaction and any contact with the company you made the purchase through). We will keep you updated as we process your claim.

Will any more information be required?

If we need more information from you then we will be in contact, usually by phone or letter.

How long does the process take?

Once we’ve processed your claim, the company has a further 45 days to respond. If there are any issues, we’ll contact you to discuss next steps.

If I don’t provide enough information or it is unclear then what will happen?

If we need more information then we’ll be in contact, usually by phone or letter.

What happens if my claim isn’t related to Coronavirus, or it’s for a service that I haven’t received yet?

Unfortunately we won’t be able to process your claim, but we’ll send you the correct form to complete.

Before making a claim

  • Contact your travel agency or company

    You must first contact your travel agent or the company you booked through to discuss the details of your booking, and any related refunds. This is often the fastest way to understand what you should do and what you are entitled to, even if you want to cancel.

  • Be patient while you wait for the company to process a refund

    Everyone is feeling the impact of the Coronavirus, we need your help to be patient. Please don't rush to make a claim because the company is taking longer than expected to refund your transaction.

    You shouldn’t raise a claim unless you know the money is not being refunded by the company where you made the purchase or you’ve not been able to get hold of them for a long period of time.

  • Is raising a claim the right thing for me?

    In order to use this form you will need supporting evidence, as a minimum we require a copy of your booking invoice. This can be a copy of the email or letter confirming your booking. We’ll use the information to submit a chargeback claim to the company you paid.

    Once you've chosen the documents you're going to send us, you need to make sure you get a good, clear photo to send to us.

    We will always treat your data with respect – you can find out more details in our Privacy Policy

    passport-tick

    A few tips:

    • Use a well-lit room
    • Don't use flash
    • Check focus. If it's out of focus, please retake it
    • Hold the camera directly above your document
    • Get everything required in the frame

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Unable to complete the form?


If you are unable to complete the form or have any questions please contact our Operations Team on 0800 121 4254 available Monday – Friday 8am – 7pm and Saturday 9am – 5pm.

Alternatively you can email us on cyb.disputes@cybg.com