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 the certificate at the time payment is made
• Where the consumer is not present, this means immediately sending the certificate by email or another equivalent electronic means
• Where the consumer books by telephone, this means sending the certificate 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.

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:

• The agent issues the ATOL Certificate immediately, which the agent has generated from its own system
• 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.

Known passenger numbers (excluding infants) should be inserted on the ATOL Certificate at time of issue. A new ATOL Certificate must then be supplied each time any of the details on the ATOL Certificate changes, including changes in the number of passengers. The only exception is where details change within 72 hours of departure, in which case there is no requirement to supply an amended ATOL Certificate.

Yes. The required information must be set out on the ATOL Certificate. For Packages, this can be limited to the lead name. However, for Flight-Plus and Flight-Only ATOL Certificates, all known names (including infants) must be specified.

Yes. An ATOL Certificate must be issued immediately upon taking any payment from the customer with full details as required of "what is protected".

No. The ATOL Certificate must only list components protected together as a licensable booking.

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:

• are not ancillary to flight accommodation or living accommodation;
• account for a significant proportion of the Flight-Plus;
• were supplied under or in connection with the contract for the flight accommodation; and
• 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.

If any of the information in the ATOL Certificate changes more than 72 hours before the consumer is due to depart, an amended ATOL Certificate should be supplied.

If a revised ATOL Certificate needs to be reissued, it should be received by the consumer as soon as possible.

No. The ATOL Certificate must not be printed on branded paper. It should be produced as per the format set out by the CAA.

The ATOL Certificate design includes a yellow background which must be included on any electronic versions. However, if the document is given out as a hard copy, it may be printed in black and white.

There is no Word version but we have the following versions of the ATOL Certificate available for you:

• Quark Express and InDesign desktop publisher
• Blank Pdf Version
• Form field Pdf version

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