FAQ Answer

FAQ Answer

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.


ATOL Certificate

  1. 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”?
  2. Who is the “ATOL Certificate issuer” on an ATOL Certificate?
  3. What do I put under number of passengers if I do not have these details confirmed when a deposit is paid?
  4. If I provide the customer with a passenger list, do I still need to detail “who is protected” on an ATOL Certificate?
  5. If I provide the customer with a booking Confirmation, do I still need to detail “what is protected” on an ATOL Package Certificate?
  6. Can I include un-protected components on the ATOL Certificate?
  7. The CAA’s guidance says that for a Flight-Plus ATOL Certificate, the 'Other' section should include other booking components (E.g. transfers and attraction tickets). Is there a definitive list of components that should be included?
  8. In what circumstances do I need to re-issue an ATOL Certificate?
  9. If I need to reissue an ATOL Certificate, what are the timescales for this?
  10. Can I put my own branding on the ATOL Certificate?
  11. Does the ATOL Certificate need to be printed in yellow?
  12. What versions are there of the Certificate? Is there a Microsoft Word version?
  13. My customer is unable to open the attachment with the ATOL certificate. A message comes up stating 'There was an error opening this document. Bad encrypt dictionary'.
  14. We can only fit some information into the certificate but the formatting in the editable cells means that we cannot fill in enough information.
  15. Why does the font typed in PDF form field appear larger than specified?
  16. I have Macintosh Preview and the text in PDF Form is blank unless you click in a field. What should I do?