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.

Please continue to check out the government website for the latest travel news. We’re also monitoring the situation very closely, so check back regularly for any updates.

Affected by travel bans or restrictions? Here’s what you can do.
If your trip has been affected by restrictions put in place to combat the spread of Coronavirus you should speak to your travel provider first. They may offer to amend your holiday or offer you a refund. If you’ve just booked flights, many airlines are also allowing their customers to rebook flights for free.

You may be able to claim through your travel insurance; however, you’ll need to check the terms and conditions of your policy for your level of cover. If you are an existing Santander Travel Insurance customer, you can check here

If you’ve incurred other costs, e.g. car hire, event tickets that you’re now unable to attend or parking etc, you should also speak to the company you have bought these services through in the first instance.

Where a company will not amend your booking or refund you for cancelled services, a claim may be submitted to us if you paid using your Santander debit or credit card and you can provide evidence the company is refusing to reimburse you.

Where a company remains willing to honour their booking with you, for example the service they were providing has not been cancelled (and they are therefore not offering a refund) it is less likely that Santander will be able to assist you, even if you paid on a Santander debit or credit card. 

If I cancel my holiday will I get my money back?
If the UK government have not advised against travel to your destination and the resort is still open, then you may not be eligible for a refund should you cancel your trip. If you wish to cancel your travel, speak to your travel provider in the first instance.

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

I have been refunded for my flight, but not for additional flight options such as luggage and seat selection charges, can I claim?
Speak to the travel provider 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 and you can provide evidence the company is refusing to reimburse you.

My holiday has a stopover in a country where travel restrictions are in place so I can’t reach my destination, what should I do?
Speak to your travel provider first as they may offer you an alternative route avoiding the affected country or provide you with a refund.

My visa has been suspended or declined by the country I am travelling to, can I make a claim?
You would need to speak to your travel provider in the first instance, they may be able to offer to rebook or refund you. If they will not do this, we can raise a claim on your behalf however it is less likely that Santander will be able to assist you, even if you paid on a Santander debit or credit card. 

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.

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.

Remember Never enter your Online Banking details after clicking on a link in an email or text message.

If you have been affected by your travel provider going into administration, and have paid using your credit or debit card, you can use our Travel Company Liquidation Form to raise a claim.   
 

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 call us on 0800 9 123 123.

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 call us on 0800 9 123 123 or tell your nearest Santander branch. Our phone lines are open from 7am to 9pm on Monday to Saturday, and 8am to 9pm on Sunday.
 

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%

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

 Transaction value ^Foreign currency conversion feeTotal cost
Debit card purchase€1002.95%£91.35
 £88.73£2.62 
Debit card and cash card cash withdrawal€1002.95%£91.35
 £88.73£2.62 
Debit card cash withdrawal at Santander cash machine in Spain€100n/a£88.73
 £88.73£0 


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

 Transaction value ^^Foreign currency conversion feeTotal cost
Debit card purchase€1002.95%£91.38
 £88.76£2.62 
Debit card and cash card cash withdrawal€1002.95%£91.38
 £88.76£2.62 
Debit card cash withdrawal at Santander cash machine in Spain€100n/a£88.76
 £88.76£0 

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

^ Mastercard exchange rate of €1 = £0.887292 as at 1 June 2019
^^ Visa exchange rate of €1 = £0.887578 as at 1 June 2019

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.

Mastercard exchange rates available at: www.mastercard.com/global/currencyconversion/index.html
Visa exchange rates available at: www.visa.co.uk/support/consumer/travel-support/exchange-rate-calculator.html

  • All main adult bank current accounts can benefit from free cash machine withdrawals in Spain at a Santander branded cash machine
  • 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€1000.00%n/an/a£88.73
 £88.73£0.00£0£0 
Credit card cash withdrawal€1000.00%n/a3% (min £3)£91.73
 £89.73£0.00£0£3 

 

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€1002.95%n/an/a£91.35
 £88.73£2.62£0£0 
Credit card cash withdrawal€1002.95%n/a3% (min £3)£94.35
 £88.73£2.62£0£3 

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

^Mastercard exchange rate of €1 = £0.887292 as at 1 June 2019

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.

Mastercard exchange rates available at: www.mastercard.com/global/currencyconversion/index.html
Visa exchange rates available at: www.visa.co.uk/support/consumer/travel-support/exchange-rate-calculator.html

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

As a result of the impact of Coronavirus and recent government travel restrictions, to ensure the protection of colleagues and customers we have temporarily closed our travel money online service.  We apologise for any inconvenience caused and we look forward to welcoming you back onto the travel money online service as soon as normal service is restored. For alternative options please refer to the section above ‘Using your card abroad’.

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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