FAQ Answer

FAQ Answer

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?

Flight-Plus ATOL Certificates should include all “other tourist services” sold in connection with and requested within a day of the flight.

Regulation 24 (2) of the Civil Aviation (Air Travel Organisers’ Licensing) Regulations 2012 defines other tourist services as those that:

a) are not ancillary to flight accommodation or living accommodation;
b) account for a significant proportion of the Flight-Plus;
c) were supplied under or in connection with the contract for the flight accommodation; and
d) were requested to be booked by or on behalf of the consumer on the same day as the consumer requested to book the flight accommodation, the previous day or the next day.”


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?