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Our Refund Process

Updated 30th October 2020

Click here to get the answers you’re looking for with our Refund FAQs

 

It has come to our attention that a fake Instagram account '@travelrepublicuk' has been created, posing as Travel Republic and impersonating members of our Customer Service Team. Please disregard any messages you receive from them and to report any accounts who try request your personal data. We want to remind you that we would never ask you to provide bank details over social media or via Customer Support Request. If your refund fails, we will raise a Customer Support Request to notify you however your bank details will not be requested through this communication platform. We are working with Instagram to have the account removed.  Click here for advice and information on how we're ensuring your personal data is protected.

 

 

Since the beginning of May we have been refunding holidays that have been impacted by Covid-19.

To manage the huge volumes of customers affected, refunds were processed in departure date order. This was in line with the Refund Schedule in which you could expect your refund 7 weeks from your departure week.

As we are committed to improving our services, we have taken the first step to speed up our refund process. By expanding our teams and improving our systems, we can now accelerate the processing of refunds for Package Holiday and Flexible Hotel-Only customers.

When you can expect your refund will be dependent on the type of booking you held with us:

 

Package Holiday Refunds

We are processing our backlog of refunds in departure date order and expect to have all of these issued by 8th November for Package Holiday customers.

From 25th October onwards, we will be refunding customers within 14 days of cancellation to deliver on the promise and service you would expect from us in the normal world.

Unfortunately, Chargebacks interrupt our refund process. If you have already requested a Chargeback to claim the money back from your bank, we can only process a refund, where required, once your case is completed.

 

Flight Only Refunds

As flight-only bookings are non-refundable, and your payment has already been made to the airline, refunds are subject to the contract you hold with the airline.

We are reliant on receiving money back from airlines before we are able to process a refund for Flight-Only bookings. Some airlines are taking much longer than normal and so we are actively chasing refunds back from airlines, where they are due.

Should we receive money back for your flight from the airline, we will process this refund for you, and you will receive a Customer Service Request to confirm.

If you cancel your Flight-Only booking and the flight goes ahead as planned there will be no refund option available. Please refer to your insurance provider to see if you can claim against your policy.

 

Flexible Hotel Refunds

If you hold a flexible hotel only booking and choose to cancel, you are entitled to a refund. Once you have cancelled your booking, using Manage My Booking on our website, your refund will be processed.

We are processing our backlog of refunds in departure date order and expect to have all of these issued by 8th November for Flexible Hotel-Only Holiday customers.

From 25th October onwards, we will be refunding customers within 14 days of cancellation to deliver on the promise and service you would expect from us in the normal world.

 

Non-refundable Hotel Refunds

If you booked a non-refundable hotel and choose not to stay when the hotel is open and operating as booked, the standard terms of your contract with the supplier will apply. This means that we will be unable to provide a refund or, in many cases, the option to amend. 

Should the hotel be closed or there is a major change that affects your booking, we will send you a Customer Support Request with the options made available by your hotel supplier. This will include when your refund, or any other outcome offered by the supplier, will be processes.

 

Transfers and Airport Parking Refunds

If your Transfer or Airport Parking booking was cancelled, you will receive a refund.

We are processing our backlog of refunds in departure date order and expect to have all of these issued by 8th November for Flexible Hotel-Only Holiday customers.

From 25th October onwards, we will be refunding customers within 14 days of cancellation to deliver on the promise and service you would expect from us in the normal world.

 

Click here for advice and information on how your refund will be processed if your original payment card is no longer in use or you have raised a Chargeback with your bank.

 

Refund FAQs

 

  Why haven’t I received my refund yet?

Should you have a Flight-Only booking or a Non-Refundable Hotel, we can only issue you with a refund once we receive the money back from the supplier. We will update you when we receive information from your airline/hotel supplier.

You will receive a Customer Service Request notifying you that your refund has been processed. Once your bank has processed this, the refund will appear in your account within 4-5 days of receiving the notification.

- Each refund will be issued back to the original payment card or method e.g. PayPal. If you have used multiple cards or accounts, the refund may appear in your account on different dates and times depending on your bank.

- Not all refunds are processed on the first Monday of the week. They are processed individually Monday through to Friday. You will receive a Customer Service Request confirming when your refund has been issued. This can take 4-5 days to appear in your account.  

- If the refund payment fails and we are not able to put the money back onto the original payment card(s), our finance team will reach out to you via e-mail to ask for your bank details. Once you have provided this information, we will call you to verify the details before we process the BACs payment. This can take 4-5 days to appear in your account.

- Many customers have requested a ‘Chargeback’ from their bank to claim the money back. If you have already requested a Chargeback to claim the money back from your bank, we can only process a refund, where required once your case is completed.

- We are aware that there were outstanding refunds due from the 13th March – 17th March and we are very sorry for the delay in issuing these. We can now confirm that all bookings have been resolved. If we are still awaiting a refund from your airline, we will continue to chase this up on your behalf.