Not upheld: Card / payment disputes complaint against Revolut Ltd

Decision detail

Summary

Mr M purchased airline flights through booking agent T for his mother in October 2025. When his mother did not receive wheelchair assistance he claims to have requested, Mr M complained to the airline and then asked Revolut to raise a chargeback to recover the payment. Revolut declined, determining the service paid for had been provided. The ombudsman upheld Revolut's decision, finding that Mr M had not contacted the merchant directly as required by chargeback rules, and that wheelchair assistance was a free airline service, not part of the paid flight service, meaning no refund would be due under chargeback scheme rules even if all other requirements were met.

The Ombudsman's reasoning

Chargebacks are governed by card scheme rules (Visa), not by Revolut or the FOS. Revolut must follow these rules and has no power to amend them. A card issuer may determine whether to raise a chargeback based on reasonable prospect of success. Revolut's decision not to raise a chargeback was reasonable for two reasons: (1) Mr M had not contacted T directly, which is a requirement of chargeback processing; and (2) even if all requirements were met, the service Mr M paid for (flights) was provided and used, while wheelchair assistance was a free supplementary airline service with zero cost, meaning no refund would be due under chargeback rules. A chargeback is limited to the portion of service not provided, and if that portion cost zero, no refund is due.

How this compares

Source

Read the original decision on the Financial Ombudsman Service website