What ATOL doesn’t cover
We are here to help customers of ATOL holders, so you will need to check that your problem relates to a current ATOL holder. Check for ATOL – ATOL
If you have queries, changes, or complaints regarding a booking you have made with an agent or an ATOL holder, we will not be able to assist you. You cannot claim from ATOL for cancellations, complaints, sickness, injury, or substandard hygiene during your holiday.
In most instances the travel provider you booked with should be contacted to address any concerns or amendments you need to make to your booking. They will assist you with any issues and make alternative arrangements if necessary. Always read the booking terms and conditions prior to making a booking which will outline any fees or charges for making changes to your booking. For more information visit Problems with a travel agent.
These include;
- For issues relating to flights, be it cancellations, delays or missed flights or changes to passenger details. We have more details on our Know before you go pages of the CAA Website.
- Issues around your accommodation, including food or cleanliness. You should contact your travel provider in writing or follow details on their website on how to make a complaint.
- Accommodation-only bookings are not ATOL protected as these do not include a flight. The provider of your trip may be a member of ABTA or contact Citizens Advice
- Missed transfers and other items such as missing or damaged luggage. You should contact your travel provider or your travel insurance provider.
- If you are disgruntled with any aspect of your trip, you should contact your travel provider in writing or follow details on how to make a complaint on their website.
- Disputes with travel companies, such as refunds, cancelled holidays or changing personal details. You should contact your travel provider in writing or follow details on how to make a complaint on their website.