Consumers who book an ATOL protected flight or trip must be issued with an ATOL Certificate immediately on payment of any money. What is meant by “immediately”?
Certificates must be supplied immediately when accepting a first payment. Please note that acceptance of a cheque or taking a consumer’s credit or debit card details is classified as taking payment, regardless of whether the payment is processed.
- Where the consumer is present, this means providing it at the time payment is made
- Where the consumer is not present, this means immediately sending it by email or another equivalent electronic means
- Where the consumer books by telephone, this means sending it by email or another equivalent electronic means or immediately posting it
You (or your agent) may not accept any payment from a consumer until you or your agent is able to issue an ATOL Certificate.