Failure of Baxter Hoare Travel Ltd
The company based in London traded under the name Baxter Hoare Travel Ltd and website(s) www.baxterhoare.com
The following information is for ATOL protected bookings. ATOL protected consumers are those that booked:
An ATOL protected flight inclusive package protected by Baxter Hoare Travel Ltd
Your ATOL Certificate will say either ‘Package Single Contract’ or ‘Package Multi-Contract’ in the bottom right hand corner. Baxter Hoare Travel’s ATOL number 2975 will also be shown in the box to the left of this.
An ATOL protected Flight-Only booking
We understand that Baxter Hoare Travel sold flights under its IATA licence and as agent for the airline operating the flight. These flights are not ATOL protected.
The best way to determine if your flight was ATOL protected is to check your paperwork. If you booked an ATOL protected flight you should have an ATOL Certificate which says ‘Flight-Only’ in the bottom right hand corner. Baxter Hoare Travel’s ATOL number 2975 will also be shown in the box to the left of this.
If you have flight tickets the flight may be valid, passengers are advised to check with the airline, if the airline confirms you have a valid ticket for travel, you have two options.
Option 1. If you do not wish to use your flight you can make a claim for a refund for the amount you paid to Baxter Hoare Travel for your ATOL Protected package (depending upon your original method of payment). Also applicable for passengers with non-valid flights.
Option 2. You can use your flight and if you are asked to pay again for the other elements included in your original package, claim for the cost of replacing these (subject to how you originally paid).
The other services may not have been paid to the local suppliers and you may be required to re-arrange and pay for these services again. To avoid any issues in resort, you should confirm the cost of all the elements in advance of travel.
However, there is a limit to the amount you can claim. For details of your claim entitlements may view the ATT Payment Policy.
Think very carefully before you choose option 2 and check the cancellation terms with the suppliers particularly considering the prevailing short notice travel restrictions and/or quarantine measures.
Please note that if you choose to travel and use your valid flight, you are not protected under The Package Travel and Linked Travel Arrangements Regulations 2018 as your package travel provider has ceased to trade. You will therefore be responsible for any risks arising from each individual element of your trip which would have previously been protected.
ATOL protected bookings that were cancelled, and refund credit notes issued
If your ATOL booking was cancelled on or after 10th March 2020 due to Covid-19 and Baxter Hoare Travel issued to you an ATOL Covid-19 Voucher – they may have called it a ‘Refund Credit Note’ or provided written confirmation that you are owed a refund, you may make a claim (subject to how you originally paid).
Please note that we can only accept claims for cancelled ATOL bookings. Unfortunately, this means that if you booked an unprotected flight, you cannot make an ATOL claim and need to speak to the airline.
Package bookings made directly with Baxter Hoare Travel
If you paid for your original trip by credit card to Baxter Hoare Travel your claim will be with the credit card provider for the portion you paid by credit card, and the CAA for payments by other methods.
Bookings made through Baxter Hoare Travel Ltd with another tour operator
Baxter Hoare Travel Ltd also sold other ATOL holder’s package holidays. These will not be affected by Baxter Hoare Travel Ltd’s failure. You need to contact the tour operator named on your documentation or your ATOL Certificate (listed on your ATOL Certificate under “Who is protecting your trip”).
Bookings which do not include a flight element are not covered by the ATOL scheme and consumers should contact www.abta.com
The UK CAA has the power to prosecute offences related to its statutory functions. Person(s) who make fraudulent ATOL claims, following the failure of an ATOL holder, may be prosecuted by the UK CAA for offences under section 1 of the Fraud Act 2006. The maximum sentence for this offence is 10 years’ imprisonment.