Claims

If you are abroad, our team will try our best to contact your accommodation and guarantee your stay there until your return flights. If we are unable to do this, you may be asked to pay again for your stay, as well as for any other ATOL protected parts of your holiday, such as car hire and transfers.

If you need to claim for the cost of replacement parts or, if you are due to travel, the full cost of your package trip, you will need to fill out and submit a claims form. We’ll need your ATOL Certificate, receipts of any purchases and any other information for your claim.

Once we have received your claim, we will in most instances acknowledge receipt by email. If your claim is complete and we don’t require any further information or evidence, we aim to process your claim in 28 working days.

There are some circumstances that mean it may take us longer than 28 days to deal with your claim:

• If we are dealing with a high number of claims
• if your claim is complicated
• if involves a holiday booked through a travel agent
• if your claim is not complete

We deal with all claims on an individual basis and will get in touch if we need any further information.