FAQ Answer

FAQ Answer

I don’t know if I booked with a travel agent or a tour operator?

If you paid for your holiday directly with the failed ATOL holder or one of its trading names, you have booked with the tour operator. If you paid anyone else you have booked through a travel agent and they will need to complete sections 9 and 11 of the claim form.


Help in Making an ATOL Claim

  1. How long after I submit a claim will I hear from you?
  2. How long does a claim take to process?
  3. I have not received an acknowledgement of my claim, who do I contact?
  4. I booked through a travel agent and sent my claim to them, so that they could complete their portions of the claim form. I have not had an acknowledgement, whom do I contact?
  5. I didn’t pay by cash i.e notes and coins, do I need to fill out section 12?
  6. I paid using a credit card and am making a claim from my credit card company; they have asked for a letter from ATOL. What do I do?
  7. I am waiting for my bank statement to come through which will delay me putting a claim in to ATOL. How long do I have to make a claim?
  8. I have been charged by my bank for obtaining the cheque or debit card statement, which I need to send to you to support my claim, will you refund it?
  9. I don’t know if I booked with a travel agent or a tour operator?
  10. I have rebooked my holiday and it is more expensive, will you give me the extra expense?
  11. I have spoken to the airline and my tickets are still valid for travel, how will I know if the accommodation part of my holiday has been paid?
  12. If I decide to travel how much will you refund?
  13. Will you refund the insurance portion of my holiday?
  14. Will you give me compensation for my loss?
  15. Why have you asked me to complete a statutory declaration form?
  16. What is an assigned claim?
  17. I was abroad when the ATOL holder failed and had to pay again for items I had already booked with the failed ATOL holder. Can I get this money back?
  18. I want to claim for phone calls I made while abroad and additional costs I incurred, will you give me the money back?
  19. I do online banking. Will a print out of my statement be sufficient?
  20. The claim form I am filling in asks for a claim number, what is my claim number?