• If the travel business was an ATOL holder, you will have been issued with documentation and an ATOL Certificate.

    If you are on holiday when the ATOL holder fails, we will try to ensure you can finish your trip and return. If you have not yet started your trip, we will advise you on how you can make a claim for a refund of the amounts paid to the ATOL holder or in some cases we will appoint a fulfilment partner to provide the holiday.

    Keep checking our web and social media pages for the latest information. We maintain a list of failed ATOL holders, so you will find up-to-date information and full details of what to do there.

    If you do not have access to the internet or have urgent questions (perhaps you are abroad at the time), call us on +44 (0) 333 103 6350. We will explain the situation and discuss your options.

    Sometimes, although it depends on the type of booking you have and which business you booked with.

    For instance, if you booked through an agent they may be able to move you to an alternative holiday. If that happens, they will probably ask you to fill in a form so they can claim the cost under ATOL.

    In some cases, consumers will still be able to travel on their holidays.  Specific advice on each ATOL holder failure will be posted on latest failures page of this website.

    We aim to acknowledge claims within 5 working days of receipt.  As long as you provide all the information to support your claim we will aim to process your fully completed claim in 28 working days.

    It sometimes takes longer if your claim is complicated, has been booked through a travel agent or we are dealing with a large number of claims.