You could get your money back if an airline goes into administration

If you’ve used your Visa debit or credit card to buy goods or services that haven’t been delivered, or aren’t as you expected, you may be able to get your money back.

As part of Visa’s commitment to consumer protection, we have an established process for banks that can help you in situations like when you’ve made an online purchase and been sent the wrong product and can’t return it, or when your flight is cancelled because an airline goes into administration.

The first step in such situations is to contact the merchant, retailer, or tour operator you made the purchase from to understand whether you are covered by a bonding authority or insurance scheme. If you’re not fully covered, and only partial or no compensation will be paid through this route, you can then speak to the bank that issued your card to look at more options.

The process for managing these claims is determined by the Visa rules (rules we set out for financial institutions who want to issue or accept Visa to help us maintain a fair and high standard of service).

While there is no guarantee that your bank that issued your card will be able to recover the money through chargeback, they will assess your claim fairly.

With a chargeback, the value claimed cannot exceed the value of the original transaction. Where a partial refund has already been made, any chargeback will only cover the remaining amount of the original