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Claims information

Consumers on holiday

Some travel companies have business relationships with accommodation suppliers, meaning they may not pay for your stay until after your have returned home. In these cases, if your travel company ceased trading, you may not be able to continue your stay.

If you are ATOL protected, we will contact the accommodation to guarantee payment, allowing you to stay for the duration of your trip. However, you may be asked to pay for the accommodation yourself, in which case you can make a claim for these costs.

Repatriation from abroad

If you travel company ceases trading, we will check to make sure your return flights are operating as planned. If they are, you should be able to continue your trip without any inconvenience.

In some cases, if your flights are no longer available, we may arrange replacement flights. We will provide information on replacement flights on our website and on social media.

However, if we are unable arrange replacement flights, we may advise you to book your own replacement flights and claim for the cost.

Forward bookings

If you have booked a holiday and are due to travel, but your travel company ceases trading, you may find that parts of your holiday, including flights and accommodation, are no longer available. In these cases, if you have booked an ATOL protected trip, you may make a claim through the ATOL scheme.

However, parts of your holiday such as flights may still be available. We will usually ask you to check with the airline before choosing to fly and advise that you may need to pay to replace other ATOL protected parts of your trip.

We will always post specific travel advice relating to each failure on our 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

We try to make the claims process as straightforward as possible, providing information on what evidence we require as well as a guide on how to complete the claims form. We will advise ATOL protected passengers affected by an ATOL failure to complete the appropriate claims form and submit this along with all evidence required.

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 Air Travel Trust, which manages the ATOL’s fund. 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 schemes like those operated by ABTA and AiTO. Accommodation-only bookings might not be covered with these schemes, so check with the supplier.

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