You are at risk of losing both your payments and your flights. If you have been given flight numbers contact the airline to see if it has your name, and if so, which ATOL company booked it. Details of ATOL companies can be checked here. Retail agents rarely deal with airlines directly; they deal with ATOL holders who in turn deal with the airlines. If the agent is a member of a trade association you should also contact them for advice. You should also contact ATOL Enforcement.
You should insist on having one. ATOL holders and their appointed agents are required by law to immediately issue you with an ATOL Certificate as soon as they accept payment. If you are having difficulty in getting an ATOL Certificate please contact us by email at ATOL Certificates.
There is no set legal period when tickets should be issued. Two weeks before departure is the norm although it is not unknown for them to be issued at the airport on the day of departure. If you are concerned you should check the status of your booking with the airline. No rules have been broken until the aircraft departs without you because you did not have a ticket.
The CAA regulates travel organisers primarily in order to provide customers with protection against their insolvency, to ensure that they do not become stranded abroad or lose money paid in advance when a tour operator fails. However we have no mandate to regulate the detailed standards of service that tour operators or their agents provide, or to dictate and interpret Booking Conditions. If the company is in a trade association such as ABTA, the TTA or the Global Travel Group you should contact them for advice. If not you should contact Citizens Advice.
Consumer rights for Package Holidays are set out in the 'Package Travel Regulations 1992'. Regulations 11, 12 and 13 relate to changes made before departure, and are enforced by Local Trading Standards Offices.
If the agent was a member of a trade association you should contact them in the first instance. If you received an ATOL Certificate you should check the status of your booking with the ATOL holder mentioned on it. To find the contact details of all current ATOL holders use our Check an ATOL facility.
You should also check with the airline to see if they have, or had, your booking, and what the status is. If it is not a member of a trade association and has not booked you with an ATOL holder your payments are at risk.
If you paid by credit card you might be protected by Section 75 of the Consumer Credit Act 1974 and by Visa's Chargeback Scheme if you paid by debit card. If you used other methods of payment you should contact Citizens Advice.
The CAA regulates travel organisers primarily in order to provide customers with protection against their insolvency, to ensure that they do not become stranded abroad or lose money paid in advance when a tour operator fails. However, we have no mandate to regulate the detailed standards of service that licence holders or their retail agents provide and as such there is little we can do to help.
If the company is in a trade association such as ABTA, the TTA or the Global Travel Group you should contact them for advice. If not you should contact Citizens Advice.
Consumer rights for Package Holidays are set out in the 'Package Travel Regulations 1992'. Regulations 14 and 15 relate to problems in resort and are enforced by Local Trading Standards Offices.
The CAA does not regulate the quality or service standards of ATOL holders. It is therefore not able to provide advice or assist customers in resolving disputes with ATOL holders. Advice and assistance in resolving a dispute should be obtained from:
Each operate a handling service for complaints regarding their members.
If you need help on how to resolve a dispute with a tour operator, retail agent, airline or airport, please refer to our Resolving travel problems pages.
RT @ATOLprotected: Whether it's on paper or online, always keep your #ATOL certificate handy when holidaying abroad. #Travel https://t.co/V…
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