I want to make a claim
We maintain a list of the latest ATOL Holder Failures, where you will find up-to-date information and how to claim.
Each ATOL holder’s situation is different, so it is important that you read the information we publish to determine if you are eligible to make a claim.
The ATOL scheme aims to protect you from losing money or experiencing difficulties abroad if the travel company you booked with has failed as an ATOL holder.
You may be able to make a claim under the scheme if:
- You have booked a trip that you are due to take in the future.
- You are abroad meaning your trip has been disrupted or your return flight may be or has been cancelled.
- You had a cancelled booking and were awaiting a refund.
You will not be able to make a claim if:
- You have not booked an ATOL protected trip.
- Your travel company is not a failed ATOL holder.
- You went on your trip and then returned home before the travel company failed as an ATOL holder.
If you are currently on a trip abroad
Your ATOL Certificate explains who is protecting your trip and what protection you will receive.
We will provide support to minimise the disruption to your trip. Information explaining what arrangements will be made to allow you to complete your trip and fly home will be published on our website and via social media sites, details can be found on our ATOL Failures page.
Please select the relevant Failed ATOL holder for further details.
If you have any difficulties while abroad, you may call us using the phone number published on your ATOL Certificate. We will explain the situation and discuss your options.
If you incur costs due to replacing parts for your ATOL protected trip, you will be required to complete a claim form. You are advised to obtain and keep all receipts.
Your original booking documents and evidence of payments may assist you in completing the claim form. Do not submit these documents when completing your claim, we will request these from you after your claim has been verified.
The information we publish about the Failed ATOL holder will explain your options and how to make a claim.
If you’re due to travel
If you are due to travel on an ATOL protected trip and your travel company has ceased as an ATOL holder, 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 you are in possession of flight tickets issued by the airline and they have confirmed they are valid, you can travel but you may need to pay for the cost of replacement services and then claim for these.
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 stopped trading.
You will therefore be responsible for any risks arising from each individual part of your trip which would have previously been protected.
After you submit a claim: Timeline for response
You will receive an ‘ATOL Claim Submission’ email. Your claim will then be passed to one of the CAA’s contracted Claims Handling Agencies and you will receive an ‘Update on your claim submission’ by email. After which, the Claims Handling Agency processing your claim will request the required documentation to support your claim. Once this documentation has been received, your claim will be fully processed as soon as possible. However, there are some circumstances that may mean your claim will take a little longer to process, such as:
- We are dealing with a high number of claims.
- All the required supporting claim documentation has not been supplied.
- Group bookings with multiple payments.
- Your claim involves a trip booked through a travel agent, and we are requesting information from the travel agent.
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).