We've got you covered.
Trust My Travel protects consumers from the failure (insolvency) of their travel provider by safeguarding your payment until you have received your travel purchase. If you’ve made a purchase for a travel product or service with a Trust My Travel Travel Provider, we’ve got you covered.
Trust My Travel Package Travel Protection
Financial Protection you can trust
As a Consumer, you are likely familiar with checking that your payment will be financially protected before selecting a Travel Provider. It’s commonplace for Travel Providers to display confirmation of their protection, along with any trade associations they are members of, on their website.
Trust My Travel provides each and every Travel Provider who use our solution with an emblem to display as confirmation of 100% consumer financial protection.
This means that wherever you see the Trust My Travel emblem, you can feel assured that payment for your travel booking has been financially protected by us, should your Travel Provider cease trading before you’ve received your purchase.
If you have any queries you can check our Frequently Asked Questions below.
Confirm my Protection
Complete the form on our Trust Protects.me website to receive an email with Your Financial Protection Guarantee.
Frequently Asked Questions
Package Travel Protection
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.
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
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
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
Claims
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.
Frequently Asked Questions
Booking Enquiries
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
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.
Please contact your Travel Provider directly and a member of their team will get in touch to assist you with your request.
Frequently Asked Questions
Refunds
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.
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.
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.
Get in Touch
Our Support team is based in the UK and our office hours are Monday-Friday 9am – 5pm UK time.
If your enquiry reaches us outside of these hours, we will get back to you the next working day.
Say Hello!
Get In Touch With Us
Our Support team is based in the UK and our office hours are Monday-Friday 9am – 5pm UK time.
If your enquiry reaches us outside of these hours, we will get back to you the next working day.
Unit 10, Tinwell Business Park, Steadfold Lane, Stamford, PE9 3UN
