I haven't received my goods or services (including flights or holidays)

If you’ve paid for goods/services that didn’t arrive, or for flights or a package holiday that you haven’t received. There’s no need to call as we’ve created a simple online form (opens in a new window) to make resolving this as smooth as possible.

Open the form and select “You haven’t received your goods or services (including flights or holidays)” and then follow the on screen prompts. The form will take approximately 5 minutes to complete and you will receive automatic updates throughout your claim. In light of the recent outbreak of coronavirus, we’re working through a large volume of claims, we aim to review your case and any documentation within 10 working days (excludes Saturdays, Sundays and Bank Holidays). Simply use our online form (opens in a new window).