Cancel My Trip Online the easy way

Core service

My Trip Online is a travel assistance and concierge subscription service operated by Eudialyte Limited. It bundles automated check-in, fast-track access, flight delay and cancellation support, and concierge help for travellers in the UK and EU.

Main audience

The service targets consumers in the United Kingdom and the European Union who want automated check-in, airport fast-track access and travel support services.

How it is sold

My Trip Online offers monthly and quarterly subscriptions, plus one-time concierge purchases and a short trial activation. The service uses an activation payment (small fee) to trigger trial access and then enrols users into a recurring subscription unless cancelled.

Web - Member Area / Contact form

1. Sign in to your account on the website or Member Area.
2. Open the electronic termination mechanism or locate the cancellation form in the Appendix to the Terms and Conditions.
3. Complete the form and submit the termination request.
4. Save a screenshot and expect an email acknowledgement within 48 hours.

iOS

1. Open the My Trip Online app or access the Member Area via mobile browser.
2. Locate the Member Area chat or electronic termination mechanism.
3. Request cancellation and keep a timestamped screenshot of your request.
4. Expect an email acknowledgement within 48 hours.

Android

1. Open the app or use a mobile browser to reach the Member Area.
2. Use the electronic termination mechanism or chat to send your termination request.
3. Save a screenshot and check your email for confirmation within 48 hours.

Phone

1. Call +44 203 936 0018.
2. Provide account details and state you wish to Cancel the subscription.
3. Request a reference number and request email confirmation.
4. If no email arrives within 48 hours, send a follow-up email quoting the call reference.

Email

1. Send a clear cancellation email to [email protected] with your full name, account email, and subscription details.
2. Request acknowledgement and the effective termination date.
3. Keep the sent email and any reply as proof; My Trip Online acknowledges requests electronically within 48 hours.

Post (registered letter)

1. Write and sign a termination letter addressed to My Trip Online, 160 City Road, EC1V 2NX London, United Kingdom.
2. Include account details and the phrase "I wish to Cancel my subscription immediately."
3. Send by recorded delivery and keep the receipt. Allow time for delivery; expect an acknowledgement by email within 48 hours of receipt.

Cooling-off (14-day right of withdrawal)

Rule: Under the Consumer Contracts Regulations 2013 you have a 14-day cooling-off period for services purchased online. The 14-day period starts the day after you enter the contract. If you validly withdraw within 14 days, My Trip Online must refund amounts within 14 days. If you requested performance during the 14 days, My Trip Online may charge proportionately for services provided at your express request.

Required proof: Clear withdrawal statement (email or web form) and contract reference. Legal basis: Consumer Contracts Regulations 2013.

Service not provided or withdrawn by My Trip Online

Rule: Research states that if My Trip Online cannot provide a paid service, or withdraws it before provision, a full refund for that service will be issued.

Required proof: Evidence of non-provision (booking references, communication from My Trip Online). Legal basis: Consumer Rights Act 2015 - right to services performed with reasonable care and skill.

Defective or non-conforming service

Rule: If a paid service was not performed with reasonable care and skill, you can ask for re-performance. If re-performance cannot be provided within a reasonable period, a partial or full refund may be due after an assessment.

Required proof: Evidence of the defect or failure (emails, screenshots, third-party documents) and a clear description of the requested remedy. Legal basis: Consumer Rights Act 2015.

Incorrect or incomplete information supplied by client

Rule: My Trip Online states refunds will not be issued if the client provides incorrect or incomplete information preventing the service. This is listed as an exception in their refund policy.

Required proof: If you claim the company failed, provide your original correct information and timestamps. If your incorrect data prevented service, a refund may be refused per My Trip Online terms.

End of commitment / Cancel anytime

Rule: My Trip Online allows customers to cancel at any time without conditions. Termination takes effect at the end of the current billing period - monthly plans: up to 30 days; quarterly plans: up to 90 days.

Required proof: Cancellation request via Member Area, email, chat or registered post; retention of acknowledgement within 48 hours will prove the date of request. Legal basis: Contract terms and Consumer Contracts Regulations where applicable.

Price increase

Rule: My Trip Online pricing changes must comply with fair contract law. The Consumer Rights Act 2015 requires contract terms to be fair and transparent. If a price increase amounts to unilateral unfair variation, you may have remedies under UK consumer law.

Required proof: Original subscription terms, notification of price increase, and the date you requested cancellation. Legal basis: Consumer Rights Act 2015.

Before you cancel: negotiate

Retention offers reported in research: none explicitly reported by customers. Research does not list specific retention discounts offered by My Trip Online. How to ask: contact support at [email protected] or call +44 203 936 0018 and request a retention offer. Use this script: state your account email, explain why you want to leave, and ask for any discount, downgrade or one-off concierge purchase instead of a subscription. Ask for a written offer by email and record the dates.

What cancelling saves you - yearly costs

Calculate actual yearly costs from published plans in research:

Medium plan: £49 x 12 = £588 per year.

Premium plan: £79 quarterly. Math: £79 x 4 = £316 per year.

Concierge one-time: one-off £99 for one person or £123 for a family trip.

Example savings: if you cancel Medium and switch to Premium annual cost you save: £588 - £316 = £272 per year.

Cheapest real alternative to an annual subscription in the research: the one-time Concierge Service at £99 for one person. If you only need single-trip help, choosing the one-off £99 concierge saves you vs Medium: £588 - £99 = £489 in the first year.

Key UK consumer law

The relevant statutes are the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013. The Consumer Rights Act 2015 requires services to be performed with reasonable care and skill and protects against unfair contract terms. The Consumer Contracts Regulations 2013 provide a 14-day cooling-off period for most contracts concluded online.

Auto-renewal and hard-to-cancel subscriptions

The UK regulator that scrutinises unfair practices is the Competition and Markets Authority. The CMA treats hard-to-cancel subscriptions and unclear auto-renewal terms as potential unfair practices. My Trip Online must allow electronic termination and acknowledges termination requests electronically within 48 hours as stated in its terms.

How to escalate a dispute

Step 1: Complain in writing to My Trip Online ([email protected]) and keep copies of messages and dates.

Step 2: If unresolved, seek assistance from Citizens Advice for guidance on consumer rights: Citizens Advice - cancelling a service.

Step 3: Use payment protection - Section 75 of the UK Consumer Credit Act for qualifying credit card payments, or request a chargeback through your card issuer for debit card payments.

Check access and final billing

After cancellation the account remains active until the end of the current billing period (monthly: up to 30 days; quarterly: up to 90 days). No further debits will be made after the effective termination date. Keep all final invoices and bank statements.

Data and re-activation

Data: request confirmation of data retention or deletion via [email protected] and review their privacy policy at privacy page. Re-activation: to resume service, sign in and re-subscribe; any trial offers may not be reissued.

If you expected a refund

Approved refunds are processed via the original payment method within 14 days, per company policy. If you believe a refund is due and none is issued, escalate via Citizens Advice and your card issuer (Section 75 or chargeback if applicable).

Before you cancel, collect account details and proof. After cancellation, confirm effective date and keep records.

• Find and save your account email and subscription reference.
• Take screenshots of your active subscription page.
• Send cancellation by Member Area chat or email to [email protected] and save the sent message.
• If you use phone, note the agent name and request an email confirmation.
• Keep proof of acknowledgement from My Trip Online (they acknowledge within 48 hours).
• Monitor your bank for refunds or final debits until the effective termination date.
• If you see unexpected charges after cancellation, prepare a complaint file with dates, copies of correspondence and bank statements for escalation.