Consumers on holiday
For those ATOL protected consumers abroad we need to find out whether they are likely to have any problems staying in their holiday accommodation. If, for example, the ATOL package organiser had not made payments for accommodation, it is possible that consumers will not be able to continue their stay; they may be asked to pay for the accommodation themselves.
The CAA’s role
The CAA works to avoid consumer inconvenience and distress by contacting accommodation suppliers of the failed ATOL holder and making the necessary arrangements to ensure consumers can complete their stay and link up with their return flights. If an accommodation supplier insists on payment from consumers, the CAA will usually advise the consumer to make a claim for these costs.
Repatriation from abroad
The CAA may book replacement flights if this is necessary.
The CAA checks to make sure return flights will operate as planned.
If there is no disruption to flights, consumers can continue with their trip and check in for their flight as originally planned. If we arrange replacement flights or change the flight timings we will do all we can to provide this information to consumers overseas. We will publish updates to flight times on our web and social media sites.
Consumers with advance bookings may find that they are unable to travel because the services which formed part of the trip are no longer available. However, in some cases consumers will still be able to travel as the suppliers of the services honour these elements. Specific advice on each ATOL holder failure will be posted on latest failures page of this website.
Where a consumer has booked an ATOL Flight-Only and has tickets or e-tickets, these arrangements will usually be honoured by the airline. Where this is the case the consumer has no claim under ATOL.
Making a claim
The refund process is quite straightforward; ATOL Protected consumers should complete an ATOL Claim Form and provide the documents they have been issued with as evidence that they had a contract with a failed ATOL holder, along with the evidence of payments made. Further information on the evidence we require will be published with the claim form. And can be found in completing a claim form.
In some cases where payment has been made by credit card, the card company will be liable to make a refund under the Consumer Credit Act or an agreement between the UK card industry and the ATT. If this is the case we will publish a letter on the specific advice of the ATOL holder failure page.
Consumers can also claim for replacement services that formed part of the original package, for things like accommodation costs incurred if they were abroad when the ATOL holder failed. Under normal circumstances, we hope to make refunds within 28 working days of receipt of a complete claim.
What’s not covered
Non-air holiday packages are not protected by the ATOL scheme, but should be covered by other bonding schemes like those operated by ABTA and AiTO. Accommodation only might not be bonded, so check with the supplier.