Before you submit a dispute, we’d like to understand the circumstances around your claim to ensure this is the best process for your dispute to be resolved and avoid any potential delays.

Based on the circumstances of your dispute, please read through the below questions thoroughly and answer to the best of your knowledge.

Have you attempted to resolve your dispute with the retailer? (If the retailer has ceased to trade, please click ‘Yes’)

  • If you haven’t attempted to resolve with the retailer, we recommend you contact them first as this may mean your dispute is resolved more quickly. If your attempts to resolve the dispute with the retailer are unsuccessful we may ask for a copy of correspondence between you and the retailer to facilitate your claim. 
  • Would you like to proceed? 

Please see our FAQs page.

Do you have all of the listed evidence required to support your claim?

  • Invoice/booking confirmation
  • Full Itinerary (if applicable)
  • Retailer’s terms and conditions relating to your purchase (not in the format of a link)
  • Evidence of cancellation showing who (you or the retailer) has initiated the cancellation
  • Evidence of attempts to resolve with the retailer Evidence of administration (if applicable)
  • Evidence of rejection from the Bonding Authority (if your purchase was protected by ATOL/ABTA/CPT) 

Please note: If you don’t submit all of these as part of your claim, there may be delays in your dispute being resolved.

If you’re unable to provide all of the evidence listed above, we suggest you contact the retailer to obtain any missing evidence.

We may request additional evidence to support your claim if this hasn’t been provided as part of your submission. This may mean that it takes longer for your claim to be resolved.

Please note we may not be able to assist with your claim in obtaining a refund if any additional evidence requested hasn’t been provided. We would recommend contacting the retailer or travel insurance provider if applicable to assist further. 

  • Would you like to proceed? 

Please see our FAQs page.

Is your dispute related to travel services? 

If your dispute is related to a recurring transaction/subscription, please complete our Recurring Transaction/Subscription Dispute form.


For all other disputes, please complete our online Card Dispute Declaration form.

Please complete our online Disputed Travel Services form.

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