First of all, do not panic! If your holiday is protected by ATOL then you will not lose out.
If you are on holiday when the company collapses, we will make sure you can finish your trip and return home. If you are at home, we will make sure you receive a full refund.
If you can get online, the best thing to do is to check the latest information on our website. We maintain a list of travel companies which have collapsed, so you will find up-to-date information and full details of what to do there.
If you cannot get online or have urgent questions (perhaps you are already on holiday), call us on +44 (0) 333 103 6350. We will explain the situation and discuss your options.
You will usually be asked to fill in a claim form and send us your tickets or receipts, so we can check you are covered and process your claim.
Sometimes, although it depends on the type of booking you have and which company you booked with.
For instance, if you booked through an agent they may be able to move you to an alternative holiday. If that happens, they will probably ask you to fill in a form so they can claim the cost under ATOL.
We will let you know we have received your claim within two weeks of you sending it to us. As long as you provide all the information we need, we will aim to process your claim and issue a refund in six to eight weeks.
It sometimes takes longer if your claim is complicated or we are dealing with a large number of claims.
We will always put full information about the situation on our website.
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