My trip or event has been cancelled. How can I claim my money back?

If your trip or event has been cancelled, we’d recommend that you start by getting in touch with whoever organised it, or whoever you booked it with. They may offer you different dates or a full refund. This is likely to be the quickest way to get the resolution you want.

If you’ve spoken to them and they can’t offer you a suitable alternative or a refund, we can help you by logging a dispute. If you can provide evidence of your contact with them and their response, that could help support your claim.

How we protect your money when you raise a dispute

As soon as we've logged your dispute, as long as the transaction is under six months old, we'll suspend it from your bill. We'll freeze any further interest on the transaction and refund all fees and interest we've already charged so you're not out of pocket. If we later find your claim isn't valid under Section 75, we'll re-apply the transaction to your bill.

Some companies are taking a bit longer to get back to customers and process refunds at the moment, so please consider this before deciding to raise a dispute. It could slow things down if we process a claim while the company you made the purchase from is working on getting the refund to you.

If you’ve booked an event through Barclaycard Entertainment, please find the latest information here

If you purchased a trip or event using your Barclaycard, you could be covered by purchase protection (purchases between £100 and £30,000 made in the UK and abroad, are covered by Section 75 of the Consumer Credit Act in certain circumstances. Section 75 applies to all UK credit cards. Conditions apply). Even if you’ve only paid the deposit on your Barclaycard, you could still be covered under Section 75 for the full amount.

Cancelled flights

You might be offered a voucher in the first instance. If a leg of your flight is within the EU and operated by an EU-based airline, you have the right to ask for a refund if you’re not comfortable with accepting a voucher.

If you proactively cancelled your flight, goods or service, please talk to your insurer first to try and claim your money back. You should also check your terms and conditions to make sure you have a right to a refund.

Recent changes on travel guidance

Already abroad?
If you’re thinking about coming home early or changing your plans, its best to check with your travel insurance company first to see if you’re covered.

Already have a planned trip coming up?

If you choose not to travel because of the changes in guidance and your flight, hotel or package aren’t cancelled by the holiday company, you may not be covered under section 75. We’d advise speaking to your travel company first as some are cancelling travel and offering refunds or helping you to reschedule. If your trip is cancelled by your holiday company and you’re not happy with their response, you could claim under section 75.

If it’s not cancelled it is likely you won’t be able to claim and should speak to your insurance to discuss your options before cancelling your travel.

Please also check the terms and conditions of your holiday/flight to check what your rights are around cancellation.

What you’ll need

When you make a claim, we may ask you to supply some supporting documents. So before you contact us, it will help if you have some or all of

• Proof of your purchase
• Terms and conditions for your purchase
• Evidence that the goods or services were faulty, damaged or different from their description
• Evidence that the goods or services were not delivered or supplied
• Details of any descriptions or statements made by the seller about the goods or services

You should also keep the item itself, in case it needs to be examined or handed to us if your claim is successful. We may also need an independent report to show the nature, impact or cost of the problem.

Claim online

Our online form is the fastest way to make a claim. We’ll explain what we need at every step and you’ll be able to upload photos or digital copies of any supporting evidence we need.

We’re receiving lots of cases at the moment so it will take us longer than normal to get to yours so please bear with us. We’re working as fast as we can and we’ll keep you informed at every step of the way, normally via SMS and Email.

So that you aren’t out of pocket any fees, interest or charges that have been caused by the transaction will be refunded while we deal with your case. However, if your dispute is unsuccessful these will be reapplied to your account.

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