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Completing a claims form

Take care when completing your claims form, as we will need all information requested to process any refunds or reimbursements. If your form is incomplete or contains incorrect information, this can delay your claim.

Take a look at the information below to help you complete your claims form and don’t forget to print out and sign your form before sending it to us.


How to complete your form

It is important that this section is completed by somebody named on the ATOL certificate.

We will use your details to contact you, either by email, telephone, or in the post. By giving us this information, you give us permission to contact you via these methods to discuss your claim.

You can see how many people were included in your ATOL protected booking by checking your ATOL certificate.

You should write the name of the ATOL holder you were booked with, along with their unique four or five-digit ATOL number. This is the company named on your ATOL certificate.

The ATOL Certificate Number or booking reference will be different to the ATOL number and will be listed at the bottom left of your ATOL certificate, as well as within your booking documentation.

Write the date that you departed or were due to depart from the airport.

‘Overseas at the time of the ATOL holder’s failure’ – you should tick this box if you were abroad the time of the failure.

‘Forward booking and claiming a full refund’ – you should select this option if you were due to travel but were either advised by ATOL or chose not to. This lets us know that you did not use any parts of your booking and will be seeking a refund for the full cost of your holiday.

‘Forward booking but used an element of the original booking’ – if you were able to use your flight tickets and chose to pay for the cost of replacing the rest of your holiday, you should select this option. This lets us know that you will be claiming for the costs you incurred repaying for your accommodation, car hire, transfers or any other parts of your ATOL protected booking.

If you paid again to replace an element of your holiday that is not included on your ATOL certificate, we will not be able to offer a refund.

‘Outstanding refund’ – if you were owed a refund from the ATOL holder before they ceased trading and have not yet received this, tick this box.

We need to know the payment details for your trip, including the dates, amounts and who paid for them. You’ll need to attached evidence for these payments.

Overseas at the time of the ATOL holder’s failure

We will need details for any costs incurred replacing elements of your ATOL protected package holiday, including who paid them and how they were paid.

You will not need to include any payments made to the ATOL holder or your travel agent for the original booking.

Forward booking and claiming a full refund

You will need to list all payments you made to the failed ATOL holder or to your travel agent. If you paid in instalments, we will need to see the details of each payment, even if some payments were not in relation to your ATOL protected booking e.g. insurance or credit card payments. While you aren’t able to claim for these, we will need them to calculate your refund amount.

Forward booking but used an element of the original booking

You will need to list all payments you made to the failed ATOL holder or to your travel agent. If you paid in instalments, we will need to see the details of each payment, even if some payments were not in relation to your ATOL protected booking e.g. insurance or credit card payments. While you are not able to claim for these, we will need them to calculate your refund amount.

You will also need to list the details for any payments made to replace elements of your ATOL protected booking. These must be like for like replacements, meaning that your accommodation must be the same or of a similar quality. For more details on what we mean by a like for like replacement, click here.

You can claim up to the value of your original ATOL protected booking.

Outstanding refund

List the payments made to the failed ATOL holder or travel agent for your original booking.

It is important that we send your refund to the right people. This means that we can only refund to a person, people or a company who paid for part or all of the holiday or replacement services.

If this section is left blank we send relevant refunds to the original accounts that made payment.

Travel Agent Assignments

Sometimes, your travel company will organise a replacement holiday for you. If you choose to accept this replacement instead of seeking a refund through the ATOL scheme, the travel agent or ATOL holder will submit an ATOL claim. If you are assigning your claim to the travel company, all paying individuals will need to be in agreement and sign this section of the document. You will also need to input the bank details for the receiving travel company instead of your own.

By payer we mean the person(s) who paid, even if their name does not appear on the booking documents.

With some banks and building societies we cannot transfer money without the account holder’s roll number. The account holder’s bank statement will include this, if it is needed for bank transfers.

If the payment is to be made to a non-UK account, we will also need the BIC/SWIFT code and IBAN number to make the payment. Your bank will be able to supply you with these details.

This must be completed by a traveller named on the booking.

You will only need to complete this section if your booking was an ATOL protected flight-only before 1 July 2018.

If you booked through a travel agent, they will need to complete this section. If we need any further information from your agent, we will contact them.

If you booked through a travel agent, they will need to complete this section. If we need any further information from your agent, we will contact them.

You will need to provide all evidence required to process your claim. If you are unable to provide any evidence, please let us know the reasons(s).

Overseas at the time of failure

Forward booking and used element of original booking

Forward booking and claiming full refund

Outstanding refund

ATOL Certificate
Package confirmation (for packages)
e-mails confirming booking details and any changes
If the booking was amended in any way after the date of booking, you should provide any documentation or e-mails issued in respect of the amendments made.
any other documents or receipts issued to you e.g. cash receipt any other documents issued to you e.g. invoices and receipts for payments
all invoices, confirmation documentation given to you from the overseas suppliers from which you had to purchase replacement elements, not received due to the failure of the ATOL holder
evidence of payments in the form of bank or card statements. If you paid in cash, evidence of the cash withdrawal.
evidence of payment(s) for original booking in the form of bank or card statements. If you paid in cash, evidence of the cash withdrawal completed and signed Declaration of Outstanding Refund (section 14)
documentation showing the owed refund

If you have any additional information that you feel would support your claim, please include this. This may include additional bank statements or building society details or signatories. If we do not receive the necessary information and evidence, this may delay your claim.

Evidence of payment

We know that there are a variety of ways you could have made payment, so we have explained the evidence required for each payment method below. This evidence is used to prove that you paid money either to the ATOL holder that ceased trading or to overseas suppliers to replace parts of your ATOL protected holiday that were affected by the ATOL failure.

Debit or Credit Card

We need to see your bank statement showing the full details of the payment you are claiming for. You are welcome to block out other transactions, but it is important that we see your bank details as well as the details of the recipient.

Bank Transfer

You will need to contact your bank and request a letter confirming the payment details. This must show both parties’ names, numbers and sort codes and the value and date of the transaction.

Cheque

  • the original cleared cheque from the bank or building society; or
  • a clear photocopy of both sides of the cleared cheque; or
  • a letter from your bank or building society confirming how much the cheque was for, who it was made payable to and the date it cleared.

Cash

We will need your receipt for the purchase made with cash, as well as documentary evidence to confirm the cash withdrawal and a signed statutory sworn declaration (section 13).

You would be completing this section if you made payments in cash under the following circumstances;

  1. If you paid more than £1,000 in cash directly to the failed ATOL holder or an agent of the failed ATOL holder.
  2. Or if you were overseas at the date of the failure and/or paid a replacement service supplier more than £500 in cash (e.g. hotel, coach, taxi etc).
  3. Or if any receipts/documentation you have for cash payments regardless of the amount paid, do not state cash as the method of payment.

Take this section to be sworn and witnessed by a commissioner of oaths, officer of the court or solicitor, who will sign and stamp it.

If you do not have receipts for cash payments, you will not be able to claim a refund for these amounts.

If this section is completed for reason 1 or 2, For money laundering purposes, we require documentary evidence of the source of cash being withdrawn from your bank.

If you had cancelled your trip before the ATOL holder ceased trading and the company had agreed to process a refund but you have not received this refund, you would need to complete this section.

This declaration must be signed by the original payor of the holiday payment and witnessed by a Solicitor, a Commissioner for Oaths or an Officer of a Court appointed by a judge to take Declarations.

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