What should I do about a failed payment or possible duplicate charge?

Check the booking status first

Note the journey date, passenger name, booking reference if available and what the screen showed. If you are unsure whether payment completed, contact P5 before trying repeatedly or creating a new booking. A payment error and a missing confirmation need to be checked together.

Share only the details needed

Give the amount, approximate payment time and any transaction reference available. Do not send full card details, a card security code, a password or a one-time bank code by email or chat.

If a banking screenshot is useful, hide unrelated transactions and sensitive information. Explain whether the entry appears as pending or completed; ask the team to investigate rather than assuming both entries represent completed payments.

Get help promptly

Use the contact page to reach the team and call if the journey is soon. If you believe a card has been used without permission, contact your card issuer through its official channel as well. The timing and outcome of a payment investigation cannot be promised in advance.