Failure of Captivating Journeys Ltd

If you are currently overseas and you hold a schedule flight e-ticket, the flight remains valid for the return journey. You are advised to check-in with the airline as per the existing flight ticket.

Other services that formed your ATOL package.

The Civil Aviation Authority is speaking to the overseas service providers to guarantee the services that formed your original booking.  If you are made to pay again for the services that were part of your original trip, please ensure that you retain a clear receipt showing, the method of payment as this is required for your claim. If you pay in cash, you must obtain a cash receipt as you cannot make a claim without this.

You may submit a claim for a refund of the costs incurred.

When completing the ATOL claim form, select the failure Captivating Journeys Ltd (previously known as Captivating Cuba Ltd) then select the claim type as “Overseas at the time of the ATOL holder’s failure”. Choosing an incorrect claim type may result in delays in processing your claim.

You will need your original booking documents and evidence of payments for the replacement elements.

You will need to submit these documents when completing your claim form.

When completing the ATOL claim form:

• Use your most recent ATOL Certificate Number (6-digit number), found on the bottom left corner of the ATOL Certificate issued to you by the failed ATOL holder.
• Use your original date of booking.
• Enter 00:00 if you do not know your flight times.
• List the payment(s) for the services you purchased in replacing items that formed part of your ATOL protected package.

ATOL claim form

If you have an ATOL flight inclusive package booking and have been issued with flight tickets, the flights may be valid for travel and passengers are advised to check with the airline.

If the airline confirms you have a valid ticket for travel, you have two options:

Option 1

If you do not wish to use your flight, you can submit a claim for a refund for the amount you paid for your ATOL protected package with Captivating Journeys Ltd (Previously known as Captivating Cuba Ltd).

Also applicable for passengers with non-valid flights.

Option 2

You can use your flight and if you are asked to pay again for the other services that formed your original package, you may claim for the cost of replacing these.

The other services may not have been paid to the local suppliers and you may be required to re-arrange and pay for these services again.   To avoid any issues in resort, you should confirm the cost of all the services in advance of travel.

However, there is a limit to the amount you can claim. For details of your claim entitlements please view the ATT Payment Policy. The replacement items must match the original booking or be of the same standard, board basis, room type, tour etc, as the original.

Warning

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.

When completing the ATOL claim form, select the failure Captivating Journeys Ltd (previously known as Captivating Cuba Ltd) then select the claim type for:

• Option 1 as “Forward booking and claiming a full refund”.
• Option 2 as “Forward booking but used an element of the original booking”.

Please note claims cannot exceed the total cost of the original payments made to Captivating Journeys Ltd. (Previously known as Captivating Cuba Ltd)

Choosing an incorrect claim type may result in delays in processing your claim.

You will need your original booking documents and evidence of payments to assist you in completing the claim form.

You do not need to submit these documents when completing your claim form, however, we will request these from you at a later stage.

When completing the ATOL claim form:

• Use your most recent ATOL Certificate Number (6-digit number), found on the bottom left corner of the ATOL Certificate issued to you by the failed ATOL holder.
• Use your original date of booking.
• Enter 00:00 if you do not know your flight times.
• Complete “Your Details” section and tick if you are the lead passenger prior to using the lookup address function.
• Payment transaction dates cannot precede the date of booking.
• List all the payments you made for your original ATOL protected booking.
• If applicable list the payments, you made replacing the pre-booked elements.

ATOL claim form