Only your travel provider has the authority to amend this information on your behalf. To update your booking details, please contact your travel provider directly to make any amendments, including:
Please contact your Travel Provider directly and a member of their team will get in touch to assist you with your request.
To confirm your booking and locate documents such as travel tickets please contact your Travel Provider directly and a member of their team will get in touch to assist you with your request.
Should you wish to receive a refund, please contact your Travel Provider directly and a member of their team will get in touch to assist you with your request.
No refund request will be processed if notification is not received within 12 months of the official insolvency of the company.
You should notify us before initiating a chargeback with your bank as this may slow down the process.
Compared to Refunds, Chargebacks can be time-consuming and costly. Please contact your travel provider to try and remedy the situation and request a refund before applying a Chargeback.
If you are unable to resolve your enquiry with your travel provider please contact us: trust@trustmytravel.com
If we are unable to resolve your query and you wish to raise a Chargeback, this will need to be applied through your card-issuing bank.
Refunds should appear into your account within 7 – 10 business days following receipt of the refund. If you have not received the refund after this time period, please do contact us or your travel provider for more assistance. Please note that refunds do not always appear as a new transaction on your bank statement. Depending on the original payment method, notification may instead appear beside the original transaction on your bank statement.
You can confirm whether a refund has been issued, by contact us: trust@trustmytravel.com
In the event of a refund taking place, funds will be returned via the original payment method. If you paid by credit or debit card, your funds will be returned to the bank account associated with the credit or debit card used to make payment in the original transaction.
If you paid by credit or debit card and this payment card has subsequently expired, funds will still be refunded successfully to the associated bank account.
If the bank account used to make payment has been closed subsequent to the original transaction, please let us know by contacting us: trust@trustmytravel.com
If you made a booking with a travel provider who provided you with a Trust ID who has since been declared as insolvent (and you have not been provided with the product you purchased, replacement service or a refund) please complete our online Claim form.
In the event you need to make a claim, you will need to complete an online form.
Once the form has been successfully submitted and reviewed by our team (we carry out a check to confirm that there is a valid Trust ID against your booking), we will administer your claim.
We will ensure that you receive either the product you purchased, or a replacement service, or a refund.
In the event of your Travel Provider’s insolvency, we will contact you via email (using the email address used to arrange your travel booking) to ensure you receive your purchase or a reimbursement. You can also contact us: trust@trustmytravel.com
If you made a booking with a travel provider who provided you with a Trust ID who has since been declared as insolvent (and you have not been provided with the product you purchased, replacement service or a refund) please make a Claim.
In the event you need to make a claim, you will need to complete an online Trust My Travel Claim form.
Once the form has been successfully submitted and reviewed by our team (we carry out a check to confirm that there is a valid Trust ID against your booking), we will administer your claim.
We will ensure that you receive either the product you purchased, or a replacement service, or a refund.
In most cases we will already be aware of the company's insolvency and notify you of the company’s insolvency and will initiate a refund on your behalf.
There is no policy excess, however an admin fee of £10 will be charged on refunds that have to be made by bank transfer.
The refund will be made to you using the method of original payment.
We cannot refund to another card/bank account. If your card has expired please contact us for more details: trust@trustmytravel.com
Refunds should be received within 7 working days of your refund request being approved. Please note that your refund may appear on your statement on the date the transaction was originally made and not the date that your refund is settled in your account.
Trust My Travel do not provide 'travel insurance'. We work with travel providers to financially protect travellers’ funds in the event of the travel provider named in the booking going out of business. This works by payments flowing through Trust My Travel‘s Trust Accounts, ensuring funds are safeguarded between sale and settlement to the travel provider.
In the event you need to make a claim, you will need to complete an online Trust My Travel Claim form.
Once the form has been successfully submitted and reviewed by our team (we carry out a check to confirm that there is a valid Trust ID against your booking), we will administer your claim.
We will ensure that you receive either the product you purchased, or a replacement service, or a refund.
In most cases we will already be aware of the company's insolvency and notify you of the company’s insolvency and will initiate a refund on your behalf.
You are covered in the instance that the Travel Provider you booked with has gone out of business and you have not been provided with the product you purchased, replacement service or a refund. If you have any questions you can contact us: trust@trustmytravel.com
No, your travel provider pays the premium for the insolvency protection, and this is automatically included in the cost of your booking.
You can use our online protection verification tool. Simply enter your details and receive an automated email confirming your purchase and your 100% financial protection.
Alternatively, you can call or email us:
Tel: +44 1780 679 894
When a booking is made under Trust My Travel you are financially protected until the end date of your travel. If you have any queries regarding the date on your receipt, please contact your travel provider.
The protection is for the funds that you have paid to your Travel Provider for the goods or services you have purchased. Your funds are held in a trust account administered by independent trustees, who are a combination of solicitors and accountants.
Your email receipt containing your unique Trust ID is confirmation to you that your money has been protected by Trust My Travel’s Trust. If you have any questions, please contact us: trust@trustmytravel.com