First, speak with your travel provider for advice on refunds and changes to your booking. They will be able to explain your options.

If you are not making any progress, you may be able to make a claim through the following.

If you used a Visa debit card or a credit card

A Visa Chargeback allows you to dispute a transaction if the service you paid for has not been provided.

However, if your airline or hotel is still able to provide the service that you have booked, you are not able to claim a refund, even if you have been advised not to travel. This is because the provider has not broken their agreement with you.

If your agreement allows you to cancel the services for a full refund, but you haven’t received it, you can make a claim with us and we will investigate.


Section 75 cover if you used a credit card

Section 75 applies to services that you have purchased on a credit card that cost between £100 and £30,000. This applies whether you've paid the full amount, only the deposit or made a partial payment on your credit card. It does not apply to debit cards.

Section 75 makes Nationwide equally liable for any breach of an agreement with a merchant (for example, when a merchant does not provide the service you have purchased).

If a flight or hotel that you have booked is still available, even if you can’t get there or no longer wish to travel, unfortunately this wouldn’t be covered by Section 75, as it’s not a result of a breach of your contract with the merchant.

If the terms and conditions of the service you have bought allow you to cancel for free and you’re not refunded, or a flight is cancelled and you’re not refunded, please let us know.


Contacting us

We’re experiencing very high call volumes at the moment.

Please only call us if:

  • Your booking has been cancelled by the provider, and
  • You’ve already contacted your travel provider, and
  • You’ve already contacted your insurance provider, if you have one

About debit cards

Our lines are open:

Every day, 8am to 8pm
03457 30 20 11

About credit cards

Our lines are open:

Monday to Saturday 8am to 8pm
Sunday 9am to 5pm
03456 00 66 11


Travel Insurance

If you are not eligible for a refund through your card and you hold either a FlexAccount or FlexPlus account with Travel Insurance, then we may still be able to help.

Check your Nationwide travel insurance cover

Coronavirus (COVID-19) help and support

We’re here to help if you have any worries regarding coronavirus whether it’s money, managing your accounts, getting to branch or fraud.