• See how to claim a refund or a flight back home after the ATOL holder you have a booking with has failed.

    We maintain a list of the latest ATOL Holder Failures , where you will find up-to-date information and how to claim. Each ATOL holder’s situation is different, so it is important that you read the information we publish carefully.

    The ATOL scheme aims to protect you from losing money or experiencing difficulties abroad if the ATOL holder you booked with has failed. You may be able to make a claim under the scheme if:

    • You have booked a trip that you are due to take in the future.
    • You are abroad meaning your trip has been disrupted or your return flight may be or has been cancelled.

    If you are currently at home and booked on a future trip

    • If you were given an ATOL Certificate when you booked, read it carefully – it explains who is protecting your trip and what to do.
    • As long as your trip is protected, you will not lose out. We aim to refund you for the unused ATOL protected parts of your trip.
    • You will need to establish the type of ATOL protected trip you were booked on
    • You will be required to complete a claim form. We will require a completed claim form, evidence of the booking, so include all documentation issued to you, and evidence of payment for the trip, include bank statements, you may blank out any transactions not associated with the payments to the failed ATOL holder. The information we publish about the failed ATOL holder will explain what information we need
    • Once you have submitted a claim we will acknowledge your claim in most instances by email.
    • We aim to process the claim within 28 working days.

    Bookings made via an agent of an ATOL holder may take longer to process due to the information we require from the agent.

    If you are currently abroad

    • If you were given an ATOL Certificate when you booked, read it carefully – it explains who is protecting your trip and what to do.
    • We will do everything possible to ensure you can finish your trip without disruption.
    • Information explaining what arrangements will be made to allow you to complete your trip and fly home will be published on our website and via social media sites, details can be found on our 'Latest ATOL Holder Failures' page. Please select the relevant failed ATOL holder for further details.
    • If you have any difficulties while abroad, make sure you call us on +44 (0) 333 103 6350. We will explain the situation and discuss your options.
    • If you incur costs due to replacing items for your ATOL protected trip
    • You will be required to complete a claim form. We will require a completed claim form, evidence of the booking, so include all documentation issued to you, and evidence of payment for the replacement items, include bank statements, you may blank out any transactions not associated with the payments to the failed ATOL holder. The information we publish about the failed ATOL holder will explain what information we need.

    Are you covered?

    ATOL protection applies to most air trips abroad that are booked with UK based travel companies. If you are covered by ATOL, you should have been given you an ATOL Certificate when you booked.

    General claims settling policy

    The Air Travel Trust Fund (ATTF) is the primary source of funding when an ATOL holder fails and monies from the ATTF are used to meet refund and repatriation costs arising from a failure. The Fund is administered on behalf of the Air Travel Trust (ATT) by the Civil Aviation Authority. The ATT Payment Policy can be found on our Air Travel Trust pages.