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Frequently Asked Questions

1. My travel plans have been canceled and the charges on my card have not been removed. What are my options?
   Working directly with the merchant is often the fastest way to resolve your dispute. Many travel providers are changing their policies to be more flexible due to recent travel restrictions, with some allowing you to change or cancel travel plans at no fee. For more information on your options, visit our Disputes Support Center.

2. Because of the coronavirus (COVID-19) situation, I filed a dispute on a travel charge. What happens now?
   It can take more than 50 days for Capital One to resolve a dispute with the merchant. If the merchant rejects the dispute, responsibility for the disputed amount is based primarily on the merchant’s policies and terms concerning refunds or cancellations.
   
   For example, if you purchased a non-refundable airline ticket, the airline’s policy might permit you to pay a cancellation fee in order to apply the remaining balance to a future flight. In that situation, you would likely be responsible for the disputed amount. If you are responsible, we will remove the temporary credit, and the original charge will be re-applied to your account.
   
   So what can you do if your credit is removed? We encourage you to reach back out to the merchant directly to see if they can help. For links to specific travel providers and more information on your options, visit our Disputes Support Center.

3. I lost my dispute and am not happy with the outcome. What should I do? 
   If you lost your dispute, it is likely because the merchant declined the dispute per their terms and conditions. When that happens, we re-apply the disputed charge to your account and send a letter with details on why the merchant declined your dispute. After the charge has been re-applied to your account, Capital One ends the investigation and closes the case. If you would like to respond with new information, look to the letter we send you for instructions on whether you can continue your dispute.
   
   You can always reach out to the merchant directly to see what other options they have for you. Please visit our Disputes Support Center for more information and tips on working with merchants.

4. What if I have upcoming travel booked through Capital One Travel?
   If you booked travel through Capital One Travel before 7 am ET on August 26, 2021, we recommend starting with this Capital One guide for canceling and rebooking travel. You’ll get answers to basic questions and find details about how to request cancellations and make modifications, fee waivers and more. Many airlines will now allow you to self-service on their websites, even if you didn’t book your flight with them directly.
   
   If your trip is more than 3 days away and you want to cancel your flights, first try canceling online with our self-service site. You can sign in here and select the trip from your active reservations. Scroll down to your itinerary and check your current cancellation options—if you’re eligible, follow the instructions to request a cancellation online.
   
   Starting in September 2021, we’re rolling out a new Capital One Travel booking experience. To manage travel booked through the new Capital One Travel, sign in here.

5. Does my card have travel insurance?
   All our Capital One card benefits are available on our website. Some cards may have additional trip cancellation/interruption insurance through Visa or Mastercard, which may reimburse cardholders for unused, non-refundable portions of their purchase if the trip is cancelled or interrupted as the result of a covered accident or sickness of an immediate family member. We recommend you contact Visa or Mastercard directly.

6. Can I currently book travel with Capital One?
   We encourage customers to review health and travel advisories issued by the Centers for Disease Control & Prevention (CDC), other government authorities and the World Health Organization, prior to booking any new trips. Starting on August 26, 2021, you will temporarily be unable to make new reservations through Capital One Travel while we work on some improvements—unless you have an existing flight credit. While we make upgrades, you can also book travel on another site and redeem your rewards to cover the purchase. For more information on the transition, please refer to this article. 
   
   For more detailed information about COVID-19 and country-specific travel restrictions, please visit the CDC at cdc.gov.

Last Updated 9/9/2021