Going travelling

If you're planning a trip away, we've put together a quick checklist to make sure you have a stress-free experience when it comes to managing your money.

Affected by travel cancellations or restrictions?
If your trip has been affected by restrictions put in place to combat the spread of coronavirus, we may be able to help if you paid using your Santander credit or debit card.
In the first instance, you need to contact your travel provider. They’ll be able to explain your options, which could include changing travel dates or offering you a refund. If your travel provider can’t help you or you’re not happy with what they’ve offered you, we may be able to help you claim a refund.

If I cancel my holiday will I get my money back?
If you decide to cancel your booking, it’s unlikely we’ll be able to help you claim a refund. Please contact your travel provider to discuss your options or refer to their cancellation policy. 

My travel provider has cancelled my trip
If the travel provider has cancelled the booking, they’ll probably contact you to discuss your options. If they can’t offer a solution, we may be able to help you claim a refund.

My travel provider has offered me a credit voucher rather than a refund, can I make a claim?
If your booking has been cancelled and you’re not happy with the solution offered by the travel provider, we can help you claim a refund.

My travel provider has offered me a refund but has said it will take longer than usual
If you’ve been offered a refund by your travel provider, you should wait for this to come through. If you don’t receive it within the timescales they’ve given or you’re not happy with how long the refund will take, we may be able to help you claim your money back. 

I’ve tried to contact my travel provider as my booking has been cancelled, but they’re not responding. What can I do?
If you haven’t had a response or you can’t get in touch with them, we can raise a claim on your behalf. Remember that some companies may take longer than they usually would to respond because of the current situation. 

I have been refunded for my flight, but not for add-ons such as luggage and seat selection charges, can I claim?
Speak to the travel provider first as they should refund these charges. If they don’t offer a refund, then a claim may be submitted to us if you paid using your Santander debit or credit card. 

I’m paying for my holiday by instalments, should I cancel my payment?
As cancelling your payment may invalidate your holiday, we strongly suggest you discuss it with your travel provider before stopping any payments.

Fraud awareness
Criminals may use the coronavirus as a cover story to try and scam you out of your money. 
Beware of criminals contacting you offering to help you recover money for cancelled travel plans. Find out more about current fraud and scams and how to protect yourself.

Claiming your money back if your travel company has ceased trading

If you've been affected by your travel provider becoming insolvent, you can make a claim if:

  • You paid using your credit or debit card, and
  • Your payment was made less than 540 days (approximately 18 months) ago, and
  • You’re not covered by ABTA, ATOL or a similar financial protection scheme or your travel insurance provider (if any) has confirmed that it won’t cover your claim, or
  • You’ve spoken to your travel provider, ABTA, ATOL, a similar financial protection scheme or your travel insurance provider and they’ve directed you to us, as your card issuer, to raise a claim.

The easiest way to do this is by using our claim form in Online Banking. If you don’t use Online Banking or you need to make a non-travel related claim, please call us on 0800 9 123 123.

Submitting a claim using Online Banking
Simply log in to Online Banking, click on ‘Account services’ and then ‘Other services’. You’ll find the link to the form in ‘Debit card services’ and ‘Credit card services’. 

Please complete the form and upload your supporting documentation. 

Once you’ve submitted your form, we’ll:

  • Send you an email to confirm we’ve received your claim
  • Take a look at your documents and let you know if we need more information

Submitting a claim by calling us
Once we’ve taken details of your claim, we’ll send you a disputed transaction form, which you’ll need to sign and return to us enclosing your supporting documents. Once we’ve everything we need, we’ll be able to raise your claim for you. 

Supporting documentation
It’s important that you provide documents to support your claim. If you claim online, you’ll need to upload your documents when you submit your claim. If you call us to make a claim, you’ll need to return the documents to us along with the disputed transaction form that we’ll send to you. Without any supporting documents it may be difficult to assess whether your claim should be successful or not. Please keep the originals for your own records and avoid stapling your documents together or attaching them to the disputed transaction form.

Raising your claim 
Once we’ve received your claim and supporting documentation it will be assessed by a case handler and a decision will be made based on the information you’ve provided. If we then raise a claim with your travel provider, we’ll pay the amount you're claiming for back into the account it was paid from. This is done while we await the outcome of your claim and we'll send you a confirmation letter explaining what happens next.

Most claims take up to 45 working days (9 weeks) to complete, however some claims may take longer if, for example, lots of customers are claiming (for example when a larger travel provider becomes insolvent).

Your claim may be unsuccessful. If it is, we’ll explain why. 

Payments not made by debit or credit card
If you’ve paid by cash, cheque, or Direct Debit we’re sorry but we can’t raise a claim for you. Please speak to your travel provider, ABTA, ATOL, a similar financial protection scheme or your travel insurer for further guidance on making a claim.

Payments made through payment processors such as PayPal
If you paid your travel company using a payment processor such as PayPal, we can only process claims if you selected to pay using your credit or debit card. If you chose to pay directly from your nominated bank account using your account number and sort code (this will show as ‘DD to PayPal’ on your statement) you’ll need to refer to your travel provider ABTA, ATOL, a similar financial protection scheme or your travel insurer for further guidance on making a claim. 

Section 75 
Following the chargeback process set out above is usually the quickest and easiest way to try and recover sums paid. However, if you paid by credit card you may instead wish to make a claim under Section 75 Consumer Credit Act 1974 instead. More information on this can be provided on request. 

Fraud awareness

Criminals will use a company going into liquidation as a cover story to try and scam you out of your money. 
It’s important that you keep your personal, security and card information safe and secure as criminals may target your accounts. They may contact you pretending to be Santander, the police or another organisation and use this information to convince you they’re genuine. Take Five to check that you’re speaking to a genuine person by calling us directly using the number on our website before discussing any details about your account, card or claim.

Criminals will sometimes use a tactic called ‘spoofing’ where they make it look as if their telephone number, email or text is from your bank (or other organisation) – they can even make them appear in the same thread alongside genuine messages. They may ask you to make a payment or share your security details, such as Online Banking passwords or One Time Passcodes (OTPs). These must never be shared with anyone even if they say they’re from Santander.

Let us know if you're travelling

We will continue to monitor your account for fraud and unusual transactions whilst you’re abroad and we’ll contact you if we detect unusual activity. If you keep your mobile phone with you, you’ll be able to confirm genuine transactions as soon as we contact you.

Make sure you know your PIN. If you’ve forgotten it, you can use the mobile app

If you need a new pin, you can request a new one through Online Banking or contact us

If you are travelling outside the EU, let us know so we can place a note on your account to say you are travelling. Let us know your arrangements through Online Banking or contact us, or tell your nearest Santander branch.

This depends on which card you hold with us and which type of transaction you make. The two kinds of transactions are:

Making a purchase abroad or online in a currency other than pounds to buy goods or services.

Withdrawing money (foreign currency) and buying traveller's cheques - withdrawing cash abroad (either in a bank or at a cash machine), or buying traveller's cheques or foreign currency when abroad (at another bank, bureau de change or other outlet displaying the Mastercard/Visa sign) in a currency other than pounds. 

What are the charges?
When you use your card abroad you may be charged a foreign currency conversion fee, except for customers with the Zero debit card (which is not available to new customers).

The table below shows the charges on our cards when used abroad

 

Foreign currency conversion fee (Making purchases)

Foreign currency conversion fee (Making withdrawals)
Debit card2.95%2.95%
Santander cash cardn/a2.95%

Debit Mastercard - Illustrative Cost Examples based on a €100 (Euro) transaction

 Transaction value ^Foreign currency conversion feeTotal cost
Debit card purchase

€100

£90.22

2.95%

£2.66

£92.88
Debit card and cash card cash withdrawal

€100

£90.22

2.95%

£2.66

£92.88
Debit card cash withdrawal at Santander cash machine in Spain

€100

£90.22

n/a

£0

£90.22


Visa - Illustrative Cost Examples based on a €100 (Euro) transaction

 Transaction value ^^Foreign currency conversion feeTotal cost
Debit card purchase

€100

£90.55

2.95%

£2.67

£93.22
Debit card and cash card cash withdrawal

€100

£90.55

2.95%

£2.67

£93.22
Debit card cash withdrawal at Santander cash machine in Spain

€100

£90.55

n/a

£0

£90.55

For all other cards not shown here, please refer to your Key Facts Document (KFD).

^ Mastercard exchange rate of €1 = £0.9022 as at 1 June 2020
^^ Visa exchange rate of €1 = £0.905484 as at 1 June 2020

The exchange rates reflect the rate applicable when the payment scheme (Visa or Mastercard) processed the transaction and not the date on which the transaction took place.

Remember to pay using local currency
When you use your card abroad, retailers will often give you the choice of paying in either the local currency or pounds. Always choose to pay using the local currency unless you're sure the exchange rate is more favourable. If you choose pounds, the retailer will handle the conversion and may charge you a fee.

We will convert the foreign currency using the exchange rate set by Visa or Mastercard (subject to card type) on the date the transaction is charged to your account, together with any applicable foreign usage fees as set out in the table above.

The exchange rate used may differ from the rate that applied on the actual date of the transaction as exchange rates vary on a daily basis. The exchange rate used when the transaction is processed and the amount of the transaction in sterling after the application of the exchange rate will be detailed on your statement.

Using your card abroad calculator
You can use our calculator to see daily exchange rates and calculate the total cost of using your Santander debit or cash card abroad. For EEA currencies you’ll also be able to see how this compares to the ECB exchange rate.

  • All main adult bank current accounts can benefit from free cash machine withdrawals in Spain at a Santander branded cash machine when using a Santander debit card
  • The Select Current Account gives fee-free withdrawals at Santander cash machines abroad when you choose the local currency
  • Daily cash withdrawal limits apply. Please see the General Terms & Conditions for full details (pdf)

This depends on which credit card you hold with us and which type of transaction you make. The two kinds of transactions are:

Making a purchase abroad or online in a currency other than sterling to buy goods or services.

Withdrawing money (foreign currency) and buying traveller's cheques - withdrawing cash abroad (either in a bank or at a cash machine), or buying traveller's cheques or foreign currency when abroad (at another bank, bureau de change or other outlet displaying the Mastercard/Visa sign) in a currency other than sterling. Please note there is no interest free period on cash withdrawals and interest will be charged from the date of withdrawal.

What are the charges?
When you use your card abroad you may be charged a non-sterling transaction fee or a cash transactions fee, depending on if you’re making a purchase or withdrawing money.

The table below shows the charges on our credit cards when used abroad.

 Non-sterling transaction fee for purchasesNon-sterling transaction fee for cash withdrawalsCash withdrawal fee
All in One Credit Card0%0%3% (min £3)
Everyday Credit Card2.95%2.95%3% (min £3)
Zero Credit Card0%0%0%
Santander World Elite™
MasterCard®
 0%0%3% (min £3)
1|2|3 Credit Card
(no longer on sale)
0%0%3% (min £3)
All other Santander credit cards2.95%2.95%3% (min £3)

 

Illustrative cost examples based on a €100 (Euro) transaction if using the 1I2I3, All in One or Santander World Elite Credit Card

 Transaction value ^Non-sterling transaction feeNon-sterling
purchase fee
Non-sterling cash feeTotal cost
Credit card purchase

€100

£90.22

0.00%

£0.00

n/a

£0

n/a

£0

£90.22
Credit card cash withdrawal

€100

£90.22

0.00%

£0.00

n/a

£0

3% (min £3)

£3

£93.22

 

Illustrative Cost Examples based on a €100 (Euro) transaction if using the Everyday Credit Card

 Transaction value^Non-sterling
transaction fee
Non-sterling
purchase fee
Non-sterling cash feeTotal cost
Credit card purchase

€100

£90.22

2.95%

£2.66

n/a

£0

n/a

£0

£92.88
Credit card cash withdrawal

€100

£90.22

2.95%

£2.66

n/a

£0

3% (min £3)

£3

£95.88

For all other cards not shown here, please refer to your Key Facts Document

^Mastercard exchange rate of €1 = £0.9022 as at 1 June 2020

The exchange rates reflect the rate applicable when the relevant payment scheme (Mastercard or Visa) processed the transaction and not the date on which the transaction took place.

Remember to pay using local currency
When you use your card abroad, retailers will often give you the choice of paying in either the local currency or pounds. Always choose to pay using the local currency unless you're sure the exchange rate is more favourable. If you choose pounds, the retailer will handle the conversion and may charge you a fee.

We will convert the foreign currency using the exchange rate set by Visa or Mastercard (subject to card type) on the date the transaction is charged to your account, together with any applicable foreign usage fees as set out in the table above.

The exchange rate used may differ from the rate that applied on the actual date of the transaction as exchange rates vary on a daily basis. The exchange rate used when the transaction is processed and the amount of the transaction in sterling after the application of the exchange rate will be detailed on your statement.

Using your card abroad calculator
You can use our calculator to see daily exchange rates and calculate the total cost of using your Santander credit card abroad. For EEA currencies you’ll also be able to see how this compares to the ECB exchange rate.

A daily cash withdrawal limit of £300 applies, unless otherwise advised.

Over 60 currencies available from Australian Dollars, Euros, United States Dollars to Vietnamese Dong. 

Order before 3pm on a working day and we’ll aim to deliver your money the next working day to your home. You can also choose a Saturday delivery for an additional fee (Sunday deliveries aren’t available). 

Using the online form below you’ll see our conversion rates and, if you’re happy, you can order immediately with your Santander debit or credit card – commission free.

We don’t provide Traveller’s Cheques.

Order your travel money online

Enjoy your time away knowing you and your family are covered


 Moneyfacts 5 star single travel insurance 2019Whether you're planning a journey for yourself or with your family, we can provide comprehensive travel insurance to give peace of mind in the event of a health or medical emergency, lost baggage or travel delays.

If you apply online you'll get a 20% online discount, and 1|2|3 World and Select customers receive a 30% online discount.

Santander Travel Insurance is provided by Chubb European Group SE and has been awarded a five-star rating by Moneyfacts.

Using Mobile Banking on your phone or device is an easy way to track what you're spending during your trip. Check the latest transactions and balances, transfer money and even report a lost or stolen card.

We recommend connecting to local Wi-Fi hotspots when using Mobile Banking abroad to avoid roaming data charges. Using the app through your mobile's 3G or 4G signal may incur charges, so please check with your mobile provider if your device is set up to use (has 'roaming') in the country you're visiting and what your charges may be.

Learn about Mobile Banking with us

Our free text and email alerts let you stay up-to-date with what's happening in your accounts while you're away.

Learn more and how to set up your alerts

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