FAQ Answer

FAQ Answer

Who is the “ATOL Certificate issuer” on an ATOL Certificate?

The Issuer should be the name of the business interfacing with the consumer. This is regardless of who generates the ATOL Certificate and provides it to the consumer. For example, if a consumer books a licensable package with an agent, but the ATOL Certificate is generated by the ATOL holder and e-mailed directly to the consumer, the Issuer box should still state the name of the agent.

If an ATOL holder has given an agent authority to act on its behalf for a flight-inclusive package or Flight-Only (i.e. provided an agency agreement) it is the agent’s responsibility under the ATOL Regulations to ensure that the ATOL Certificate is provided to the consumer at the point of accepting payment. This can be achieved in several ways, for example:

i. The agent issues the ATOL Certificate immediately, which the agent has generated from its own system.
ii. The ATOL holder gives the agent the facility to provide the consumer the ATOL Certificate directly from its (the ATOL holder’s) system immediately any payment is accepted by the agent.

The method should be agreed between ATOL holders and their appointed agents but if the ATOL holder does not have the facility to enable agents to have immediate access to an ATOL Certificate generated by the principal ATOL holder, the default position is that the agent must issue an ATOL Certificate when accepting payment.


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?