Traveller Support
32 million + travel bookings financially
protected and counting
Trust Protects.Me
Confirm my Protection
Complete the form on our Trust Protects.me website to receive an email with Your Financial Protection Guarantee.
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Please note, this is not 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.
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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.
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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 us:
Tel: +44 1780 679 894
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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.
Frequently Asked Questions
Package Travel Protection:
Claims:
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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.
You can do this by completing our simple, online 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.
Booking Enquiries:
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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:
Passenger names
Email address
Booking value
Travel dates
Hotel
Transfer
Flights
Tours or Activities
Car hire
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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.
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Please contact your Travel Provider directly and a member of their team will get in touch to assist you with your request.
Refunds:
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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.
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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.
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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.