A refund goes back to the card that paid. There is no other route: we cannot send it to a different card, to a bank account, or as credit.
We start it as soon as the operator releases the booking. How long it then takes to appear on your statement is decided by your bank, and is usually a few working days. That part is not ours to control, and nobody here can make it faster.
What a refund looks like
Depending on the bank, a refund shows either as a credit or as the original charge disappearing altogether, which is what happens when the payment had not fully settled yet.
If it has been longer than that
Write to us with the booking reference. We can see the exact refund we sent, when we sent it and what your bank has acknowledged, and we can give you the reference your bank will want.
Partial refunds
Where we agree a partial or goodwill refund on a booking you are still going on, the booking stays active and only the money changes.