• We require a completed claim form to be able to process a refund. Incorrect or incomplete claim forms can slow down the claims process. 

    Once you have completed your claim form you may print it out and sign within the designated sections.  The claim form guidance published for the failure will contain the address for you to send your claim. 


  • We will use these details to contact you by letter, phone or email. By supplying your email address, you consent to us contacting you by e-mail. Please check your spam or junk email for a claim acknowledgement as it may accidentally be delivered there.

    Please input the total number of consumers included in your booking who were due to travel.

    Please put the name of the ATOL holder with whom your booking was made and the booking reference number (found on your ATOL Certificate) not the ATOL number.

    Please put the date you were due to depart.

    Tick 'Overseas at the time of the ATOL holder's failure', if you were ABROAD when the ATOL Holder stopped trading.

    Tick 'Forward booking and claiming a full refund', if your trip was due to depart after the date of failure and you DID NOT travel.

    Tick 'Forward booking but used an element of the original booking', if your flight ticket is valid for travel and you choose to travel after the date of the ATOL holder failure,  but need to claim for other elements which you have paid for again.

    We cannot consider claims for items/replacement items that were NOT part of your original ATOL protected booking with Failed ATOL Holder.

    Tick 'Outstanding refund' if you were owed a refund from the ATOL holder prior to the date they failed and you have not received it. 

    This section is for you to list who you paid, the date and the amount.

    Overseas at the time of the ATOL holder's failure:

    List all the payments made to the overseas suppliers from which you purchased replacement elements due to the failure of the ATOL holder. You do not need to list your original payments to the ATOL holder.

    Forward booking and claiming a full refund:

    List all the payments made to the ATOL Holder or travel agent you booked with. In the case of Forward booking claims, we must see all payments made in respect of your booking even if you are not claiming them from us e.g. insurance or credit card payments.

    Forward booking but used an element of the original booking:

    List all the payments made to the ATOL holder or travel agent for your original booking AND the payments made to the overseas suppliers from which you purchased replacement elements due to the failure of the ATOL holder. You can only claim up to the cost of the original ATOL protected booking and replacements must be 'like for like'.

    Outstanding refund:

    List the payments made to the failed ATOL holder or travel agent for your original booking.

    What can't I claim for:

    Deduct any insurance you booked with the failed ATOL holder and deduct any elements you were able to use along with any cancellation, amendment and administration fees. You may need to check the booking conditions to identify the deduction amounts.

    This will leave you with the total claim amount, which is the amount you are claiming from ATOL and is the maximum amount we will pay. 

    We need to make sure we refund the person or people who are owed the money. We can either refund everyone who pays or we can refund another person or company of your choice.

    If this section is left blank we will refund into the original accounts that made payment.

    Travel Agent Assignments.  ATOL holders or travel agents sometimes give consumers a replacement holiday in exchange for what they call an 'assignment'. This means we refund the travel agent or ATOL holder instead of the original payers. If you are assigning your claim to an ATOL holder or travel agent you will need to insert their bank details in this section and make sure all the original payers sign to agree.

    All original payers need to be in agreement if the refund is to go back to one account and must sign this section stating the account details they wish the refund to go into.

    By payer we mean the person(s) who paid, even if their name does not appear on the booking documents.

    With some banks and building societies we cannot transfer money without the account holder's roll number. The account holder's bank statement will include this, if it is needed for bank transfers.

    If the payment is to be made to a non-UK account, we will also need the BIC/SWIFT code and IBAN number to make the payment. Your bank will be able to supply you with these details.

    The assignment and declaration section must be filled in by a travelling passenger named on the booking.

    This must be completed if you booked a flight only prior to 1 July 2018 and signed by a travelling passenger named on the Flight-Only bookings. Your ATOL Certificate will say if your booking is a Flight-Only.

    If your booking was made through an agent of the ATOL holder, the agent should complete this section, with the agency name and contact details.  The agent will need to state the payment amounts they passed to the failed ATOL holder.  We will contact the agent to verify the information they have supplied.

    If your booking was made through an agent who offered a low deposit amount, the agent should complete this section stating the payment amounts and enclosing a copy of the low deposit agreement. 

    We will require the documents that were issued to you. If you are unable to provide us with any of these documents you need to explain the reasons in this section.  You must include the following documents for each claim type;

    Overseas at the time of the ATOL holder's failure:

    • ATOL Certificate
    • package confirmation (for packages)
    • e-mails confirming booking details and any changes made to the booking
    • any other documents or receipts issued to you e.g. cash receipt
    • all invoices, confirmation documentation given to you from the overseas suppliers from which you had to purchase replacement elements, not received due to the failure of the ATOL holder
    • evidence of payments in the form of bank or card statements. If you paid in cash, evidence of the cash withdrawal.  

    If the booking was amended in any way after the date of booking, you should provide any documentation or e-mails issued in respect of the amendments made.

    Forward booking and claiming a full refund:

    • ATOL Certificate
    • package confirmation (for packages)
    • e-mails confirming booking details and any changes
    • any other documents issued to you e.g. invoices and receipts for payments
    • evidence of payment(s) for original booking in the form of bank or card statements. If you paid in cash, evidence of the cash withdrawal 

    If the booking was amended in any way after the date of booking, you should provide any documentation or e-mails issued in respect of the amendments made.

    Forward booking but used an element of the original booking:

    • ATOL Certificate
    • package confirmation (for packages)
    • e-mails confirming booking details and any change
    • any other documents issued to you e.g. invoices and receipts for payments
    • evidence of payment(s) for original booking in the form of bank or card statements. If you paid in cash, evidence of the cash withdrawal
      and:
    • all invoices, confirmation documentation given to you from the overseas suppliers from which you had to purchase replacement services, not received due to the failure of the ATOL holder
    • evidence of payments for the replacement services, in the form of bank or card statements. If you paid in cash, evidence of the cash withdrawal.

    If the booking was amended in any way after the date of booking, you should provide any documentation or e-mails issued in respect of the amendments made.

    Outstanding refund:

    • ATOL Certificate
    • package confirmation (for packages)
    • e-mails confirming booking details and any changes
    • any other documents issued to you e.g. receipts for payments
    • evidence of payment(s) for original booking in the form of bank or card statements. If you paid in cash, evidence of the cash withdrawal.  
    • documentation showing the owed refund
    • completed and signed Declaration of Outstanding Refund (section 14)

    If the booking was amended in any way after the date of booking, you should provide any documentation or e-mails issued in respect of the amendments made.

    You may also include any additional information to support your claim, including any additional bank or building society details or signatories Please note that the failure to provide all documentation or an explanation at the time of submitting your claim may result in a delay or non-payment of the claim.

    Evidence of payment

    There are a number of methods by which you may have made payment, to enable us to confrm payment was made to the failed ATOL holder we will require the following documents;

    If you paid by debit, credit or charge card

    Include the original or clear copy of the card holders' bank statement showing the payment to the failed ATOL holder, travel agent or overseas supplier. Bank/card statements must show the name of the account holder, along with the account number of who the payment went to.

    If you paid by bank transfer

    A letter from the bank confirming the transaction amount(s) in full & must show both the paying and receiving account names, numbers and sort codes. 

    If you paid by cheque

    • the original cleared cheque from the bank or building society; or
    • a good photocopy of both sides of the cleared cheque; or
    • a letter from your bank or building society confirming how much the cheque was for, who it was made payable to and the date it cleared.

    If you paid by cash

    • documentary evidence of the source of cash used for the payment being withdrawn from your bank
    • signed statutory sworn declaration (section 13) 
    • receipts stating cash as the method of payment.

    You would be completing this section if you made payments in cash under the following circumstances;

    1. If you paid more than £1,000 in cash directly to the failed ATOL holder or an agent of the failed ATOL holder.
    2. Or if you were overseas at the date of the failure and/or paid a replacement service supplier more than £500 in cash (e.g. hotel, coach, taxi etc).
    3. Or if any receipts/documentation you have for cash payments regardless of the amount paid, do not state cash as the method of payment.

    Take this section to be sworn and witnessed by a commissioner of oaths, officer of the court or solicitor, who will sign and stamp it.

    If you do not have receipts for cash payments, you will not be able to claim a refund for these amounts.

    If this section is completed for reason 1 or 2, For money laundering purposes, we require documentary evidence of the source of cash being withdrawn from your bank.

    You would complete this section if you had cancelled your trip prior to the ATOL holder failure, the ATOL holder had agreed to refund you but you had not received a refund prior to the ATOL holder failure, the CAA will normally make a refund in accordance with the ATOL holder's published booking conditions or their terms and conditions.

    This declaration must be signed by the original payor of the holiday payment and witnessed by a Solicitor, a Commissioner for Oaths or an Officer of a Court appointed by a judge to take Declarations.