Card complaints during the coronavirus epidemic

We are living in exceptional times due to coronavirus and, as a result, many of our customers have been forced to make changes to their travel plans. Before you file a complaint with Nordea, we kindly ask you to read the following instructions.

Does the trip (accommodation, flights, car rental etc.) you have purchased include the right to cancel the trip in accordance with the service provider’s cancellation policy?

If yes:  Cancel the service you have booked, such as your hotel reservation, and agree on a refund with the service provider. Submit a complaint to Nordea only if the service provider refuses to refund the service despite being liable for refund according to the terms and conditions of the purchase. The complaint must include a confirmation of your reservation, the emails you have exchanged with the service provider and the terms and conditions of the purchase according to which you are entitled to compensation. 

Please note that the right to cancel may involve conditions, such as a payment for the first night at the hotel or the first day of car rental. Always check the service provider’s cancellation policy first. 

If no: In order for Nordea to process your complaint, your reservation must include the right to cancel according to the service provider’s cancellation policy or you must be able to prove in your complaint that the service provider has failed to provide the service you have purchased.

You can also try to settle the issue directly with the service provider and ask about rescheduling or request a refund. In these exceptional circumstances, service providers may offer you the opportunity to reschedule your trip or compensation even if your reservation did not include the right to cancel. 

Frequently asked questions

1. My flight has been cancelled/postponed but my hotel won’t refund my reservation that I already paid for. What can I do?

-If you have booked accommodation without the right to cancel and the accommodation provider has not prevented you from staying at the accommodation by, for example, closing down the hotel, Nordea is not liable for the payment you have made. You should always try to settle the issue directly with the accommodation provider.

2. The authorities have imposed a travel ban and/or the country I’m travelling to has closed its borders. What can I do about the costs? 

- Airlines and travel agents will contact you to reschedule your trip or offer a refund. Follow the instructions given by your service provider. If your trip includes services that you have purchased separately, contact the service provider in question. Submit a complaint to Nordea only if your reservation includes the right to cancel and the service provider refuses to refund your card payment.

3. I have booked a trip (flights/accommodation/car rental) and plan not to travel because of the uncertain situation. What can I do about the costs?

- Try to settle the issue with the service provider in question. In these exceptional circumstances, service providers may offer you the opportunity to cancel or change your reservation even if your reservation did not include the right to cancel. 

4. I have bought tickets to Euro 2020 but the tournament has been postponed by one year. What can I do about the costs?

- Contact your ticket seller to find out if you are entitled to a refund or rescheduling. If you cannot attend the rescheduled tournament or the service provider will not refund your tickets to the event that was already cancelled, you can submit a complaint to the bank. Attach a confirmation of your ticket purchase and your email exchange with the seller to your complaint.   

5. My trip reservation (flights/hotel/car rental) includes the right to cancel but the service provider refuses to refund my costs. What can I do?

- If your reservation includes the right to cancel and you exercise your right within the terms and conditions of the cancellation policy but the service provider refuses to refund a payment they have charged you in advance, you can submit a complaint to the bank. Attach to your complaint a confirmation of your order/reservation, your email exchange with the seller and the section of the terms and conditions/confirmation that shows that you were entitled to cancel the service.   

6. I have purchased a product or service but the provider has filed for bankruptcy. What can I do about the costs?

- Submit a complaint to Nordea about the product or service that was not provided to you. Attach to the complaint a confirmation of your order/reservation, your email exchange with the seller and information about the bankruptcy (for example, a message from the company or information from another official source that states the bankruptcy).   

7. I have booked a service or trip for later. What should I do now? 

- If there is still some time before your trip, we recommend that you wait to see how the situation develops and if the service provider will cancel the service you have bought. Nordea follows the international card rules of Mastercard and Visa. Therefore we cannot file a complaint with the seller for a transaction regarding an event taking place in the future. We can only handle possible complaints after it can be concluded that the service provider has failed to provide the service you paid for.