Payment failed, or money was debited but there is no ticket

A payment that goes wrong is stressful, mostly because it is hard to know whether you have been charged. In nearly every case the answer is clear after a few minutes, and nothing is lost. Here is how to read the situation and what not to do.

The payment page closed or failed

If you left the payment page, or the bank said the payment failed, open your booking page again from the link in your email or from your account. It shows whether the payment went through. If it did not, nothing has been charged, and you can pay again. If your bank shows a debit that the booking does not, the money is normally returned by the bank on its own within a few working days.

Money was debited and the booking says it is being confirmed

After payment, the airline or hotel has to confirm. This usually takes a minute but can take longer. Leave the page open, or come back to it later. You will get the ticket or voucher by email, and the booking page shows the status.

Please do not book the same trip again

Booking a second time can leave you with two tickets and two payments, and a refund of the second one is slower than waiting. If something is unclear, we check it with the airline or hotel. You then get either your ticket or your full payment back.

When the airline or hotel does not confirm

If the booking could not be completed, the payment is returned in full to the account or card you paid with, including our fee. The bank or card company may take a few working days to show it. We email you when the refund is started.

What to keep and when to contact us

• Your Tripzoy booking code (it starts with TZF for flights and TZH for hotels).
• The time of the payment and the amount shown by your bank.
• A screenshot of the booking page.
• Call or email us if the booking has been unclear for more than half an hour, or a refund has not arrived after the days your bank quoted.