What to do if payment fails
Follow the payment error shown at checkout. If the result is unclear, check My Bookings and your bank activity before starting another booking.
Checks You Can Make
- Confirm the card number, expiry date, security code and billing details on the secure payment page.
- Check available funds, including any existing authorization holds.
- Complete the bank authentication request, if one appears.
- Ask your bank whether online or international payments are restricted.
- Use another method only if it is offered at checkout and the previous attempt has a clear outcome.
Charged but No Confirmation?
A pending transaction may be an authorization rather than a completed charge. Payment success also does not by itself prove that a booking is confirmed. Check the booking status and contact support if it remains unclear. Repeated attempts can create duplicate bookings or holds.
Scheduled Payment Failed
If a later payment fails, we schedule one retry 6 hours later, only if this leaves enough time to cancel without a cancellation fee. If it still cannot be collected, we cancel the booking with no further charge and email you. From what you have already paid, we keep only the cancellation charge that applies at that moment under your rate, and refund the rest.
Contact Support
Provide the booking reference if available, the attempted payment date, amount, currency and the error message. Send only redacted screenshots. Never share your password, full card number or security code by email.