If you’ve had to cancel your travel plans due to coronavirus, there are a few steps you should take in order to seek a refund.

1. Speak to your provider

Speaking to your provider should be the first thing you do if you’d like to cancel.

They’ll be able to explain the terms and conditions that you agreed to when you booked.

Many providers are being understanding – if they can’t give you a refund, they may reschedule your trip or offer a credit note or travel voucher instead.

Keep in mind

  • If you’re offered a travel voucher or credit note instead of a refund, it’s your decision whether to take it.
  • Don’t expect an instant refund. This is a very busy time, with many people requesting refunds. So be prepared to wait up to one month to get your money back.
  • If your provider says no to a refund, ask them to confirm this in writing, including the reason why. You may need this as proof later.


If you decide to cancel, but the trip can still go ahead, you will not be able get a refund by disputing the card payment.

2. Get a refund through your travel insurance

Your policy may cover you if you decide to cancel. First, check the level of cover that you’ve got and the policy terms.

Only try to get a refund through your travel insurance if:

  • your travel provider said no to a refund (you'll need to have proof of this), and

  • your policy covers travel cancellations and coronavirus claims.

Keep in mind

  • If you can still travel, but you change your mind about going, you usually won’t be covered for cancelling.
  • If you decide not to travel because you’d need to quarantine when you arrive back, you won’t be covered.
  • Your travel insurance will only provide cover for reasons that you were not aware of when you booked your trip or became insured (whichever was later).

What you’re covered for

If you hold a FlexPlus account or travel insurance as part of your FlexAccount you will be covered if:

  • If you hold a FlexPlus account or travel insurance as part of your FlexAccount, you can get detailed information about your cover and making a claim on our coronavirus travel insurance page.

UK trips of more than 2 nights are covered if:

  • you are staying in pre-booked commercially-run accommodation, and

  • there is FCDO advice against travel to the area where you are due to stay.


There’s no time limit on making a claim under your travel insurance. No matter when you were due to go on your trip, you can contact us to make a claim at any time, even if that’s after your trip was due to start.

You can find out more detailed information on our coronavirus and your travel insurance cover page.

When you’re ready to start your claim, head over to our dedicated page.

Make a coronavirus related travel insurance claim