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I want to make a claim

If your travel company has ceased trading and your ATOL protected booking is affected, you may be entitled to make an ATOL claim.

When an ATOL holder stops trading, we provide holidaymakers with a specific claims form and instructions on how to make an ATOL claim.

It is important that you follow the instructions for the travel company you are submitting a claim for. This is because the process can change depending on the nature of the company failure.

You may be entitled to make a claim and get an ATOL refund if:

  • You are currently abroad on an ATOL protected holiday with the travel company that has stopped trading
  • You are due to travel on an ATOL protected holiday with the travel company that has stopped trading
  • You are due to receive a refund for an ATOL protected holiday that was cancelled, but you have not been refunded yet.

You will not be able to make a claim if:

  • You have not booked an ATOL protected holiday with the travel company that has stopped trading
  • Your travel company has not ceased trading
  • You went on your holiday and then returned home before the travel company ceased trading.

If you are currently on holiday abroad

If you are on an ATOL protected holiday and are currently abroad, check your ATOL certificate. Your ATOL certificate will let you know which travel company is protecting your trip and what to do if that travel company has stopped trading or is closing down.

You can check for information on our Company closures page. This will let you know the arrangements we have made and any steps you need to take. Our aim is to let you finish your trip without any interruption.

If you have any difficulties while abroad, make sure you call us on +44 (0) 333 103 6350, which is available 24/7. We will explain the situation and discuss your options.

In most cases, we will contact your accommodation to guarantee payment and allow you to stay there for the duration of your trip. If we are unable to do this, your accommodation may request payment from you. You should keep the proof of payment for this, as you will be able to make a claim for this cost.

You may need to pay for replacement services, such as car hire and transfers. Keep your receipts, as you will be able to claim for the cost of these.

To claim for anything you have paid for to replace parts of your holiday, such as new flights, accommodation or car hire, you need to complete the right ATOL claim form. This is the form associated with the ATOL-holding travel company or agency you booked with. You can get an ATOL claim form if your travel company closes here.

When you submit your ATOL claim form, you should include the following:

  • Booking documentation
  • Your ATOL certificate
  • Evidence of payments for replacement services.

If you’re due to travel

If you are due to travel on an ATOL protected holiday and your travel company ceases trading, we will offer advice on what steps to take. We’ll let you know how to claim an ATOL refund.

Our advice will often be either not to travel or, if your flights are available, that you can travel but you may need to pay for the cost of replacement services and then claim for these afterwards. These services could include accommodation, transfers, car hire and any other parts of your ATOL protected booking.

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.

After you submit a claim: timeline for response

Once you have submitted a claim, either for the full cost of your holiday or for the cost of replacement services, we aim to process your claim as soon as possible. We treat each claim on an individual basis and will contact you if we need any further information.

General claims settling policy

The Air Travel Trust Fund (ATTF) is the primary source of funding when an ATOL holder fails. Money from the ATTF is used to meet refund and repatriation costs arising from a failure. The Fund is administered on behalf of the Air Travel Trust (ATT) by the UK Civil Aviation Authority (CAA).

See the ATT Payment Policy on the CAA website

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