What happens in the event of insolvency of my travel provider?
In the event of insolvency, Trust My Travel will contact you to administer your claim and release monies from Trust My Travel’s Trust Account, you do not need to do anything.
What happens in the event I need to make a claim?
In the event you need to make a claim, you will need to complete an online form. Once the form has been successfully and we confirm that you have a valid Trust ID, we will administer your claim and release monies from Trust My Travel’s Trust Account, you do not need to do anything.
How and when do I initiate a claim?
If you made a booking with a travel provider who provided you with a Trust ID and has since been declared as insolvent (and you have not been provided with the product you purchased, replacement service or a refund) please complete our online Claim form.
How can I check my transaction is protected?
To find out if your payment has been financially protected, scroll to the top of this page and click on ‘Search transaction’ on the top right. You will then be prompted to enter your name and email address. Our platform will lookup your booking and email you a copy of your original protection receipt including your unique Trust ID. If you do not receive an email within 1 hour please contact us and a member of the team can assist.
I don’t think I need this insurance?
Please note we are not an insurance provider. We work with travel providers to financially protect travellers in the event of the travel provider named in the booking going out of business. This works by payments flowing through Trust My Travel Trust Accounts, ensuring funds are safeguarded between sale and settlement to the travel provider.
How long are my funds protected for?
When a booking is made under Trust My Travel you are financially protected until the end date of your travel. If you have any queries regarding this, please contact your travel provider.
How does protection work?
This is not holiday insurance. The protection is for the funds that you have paid to your Travel Provider for the goods or services you are have purchased. Your funds are held in a trust account administered by independent trustees, who are a combination of solicitors and accountants. These funds are not released to your travel provider until the contracted services have been fulfilled, meaning in the event of insolvency your funds for unfulfilled transactions will be refunded to you. Your email receipt is confirmation to you that your money has been protected within Trust My Travel’s Trust Account.