Before you contact your bank

If something about a payment or a booking looks wrong, message us first in MyArea. That holds whatever the problem is: a charge you don't recognize, an amount that isn't what you expected, a payment that looks like it went through twice, a confirmation email you never received, or a refund you're still waiting on.

Most of these have a straightforward explanation, and we can usually check it in minutes, because we can see the whole record: what was displayed and accepted at checkout, what the airline charged, whether a second attempt went through, and exactly where your booking or your refund stands. Your bank sees only the transaction.

Going to your bank first is the slowest route. Opening a dispute holds the payment inside the card networks, and while it's open we hold off on any further action on your order. So anything you're owed, and anything you wanted changed, waits until the dispute closes.

Under our Terms and Conditions, which you accepted at booking, you agree to raise any issue with us before disputing a charge with your bank.

Log in to MyArea and tell us what's wrong: the amount, the date, and what you expected to happen. We'll take a look and come back to you.