Refund Policy

Bookings are non-refundable unless the fare rules or supplier terms applicable to your booking expressly permit a refund. Where a refund is permitted, TSB Travels will request it on your behalf and pass on the amount actually received from the supplier, less the applicable fees set out below.

• Refundable fares and flexible hotel rates — refundable in line with the supplier's rules.
• Non-refundable fares — generally not refundable; government taxes and certain airline charges may still be recoverable.
• 24-hour window — some airlines allow a full refund if the ticket is cancelled within 24 hours of issue and departure is more than seven days away. This is at the airline's discretion, not ours.
• Airline cancellation or major schedule change — where the airline cancels your flight or makes a significant change you do not accept, you are usually entitled to a refund under the airline's policy.
• Denied boarding for missing documents, no-shows and unused segments — normally not refundable.

A refund, when approved, is paid net of:

• Any cancellation or refund penalty charged by the airline, hotel or operator.
• Non-refundable taxes, insurance premiums and third-party charges.
• The TSB Travels service fee for the original booking, which is non-refundable.
• A processing fee for handling the refund request, disclosed to you before we proceed.

Email us at the address below or call our 24/7 line with your booking reference, the traveller name and the reason for the request. We will confirm receipt, tell you what the supplier's rules allow, and give you the net refund figure in writing before we submit the request.

We submit approved refund requests to the supplier promptly, usually within two working days. The supplier controls the timeline from that point. Airline refunds typically take 4–12 weeks to reach the original payment method; hotel and package refunds are usually faster. Card issuers may add a further 5–10 working days. We cannot guarantee a specific date and we depend on the supplier releasing the funds.

Refunds are made only to the original payment method used for the booking. We do not issue refunds in cash or to a third-party account. Where an airline issues a travel credit instead of cash, that credit is subject to the airline's own validity and usage rules.

If part of an itinerary has been used, any refund is calculated by the airline or hotel on the unused portion and is often substantially less than a pro-rata share of the price paid.

If you believe a refund has been incorrectly calculated, contact us before raising a chargeback. We will review the supplier's fare rules with you and correct any error on our side promptly.