How do I dispute a charge for a travel service I didn't receive?
Steps to dispute a charge
Start by contacting the travel provider (airline, hotel, tour company) in writing. Explain what you paid for and what you didn't receive, and ask for a refund. Keep a copy of all correspondence.
If the merchant won't help, contact your credit card issuer or bank. You can usually file a dispute online or by phone. For credit cards, you're protected by the Fair Credit Billing Act, which limits your liability for unauthorized or undelivered services.
- Contact the merchant first and request a refund
- Gather receipts, confirmation emails, and cancellation policies
- File a dispute with your credit card issuer within 60 days
- For debit cards, contact your bank — protections are weaker
- For PayPal or other processors, use their dispute resolution center
What evidence you'll need
Provide proof of payment (credit card statement, receipt), proof of the promised service (confirmation email, itinerary), and proof you didn't receive it (cancellation notice, photos, emails).
If the service was partially received, explain what was missing. The card issuer will review and may issue a provisional credit while investigating.
If the dispute is denied
If your credit card issuer denies the dispute, you can appeal with more evidence. If that fails, you may need to pursue the matter in small claims court, depending on the amount. Consider filing a complaint with the Better Business Bureau or your state's attorney general.
For airlines, you can also file a complaint with the U.S. Department of Transportation (DOT) if the issue involves a flight to, from, or within the U.S.
Common mistakes
- Skipping the step of contacting the merchant — card issuers often require you to try resolving it directly first.
- Missing the 60-day deadline for disputing charges under the Fair Credit Billing Act.
- Not keeping written records of communication with the travel provider.
