• Recent airline failures

  • Citywing, an Isle of Man based ticket seller, which offered scheduled services to various UK destinations to and from the Isle of Man, and between Cardiff and Anglesey (Valley) ceased to trade and suspended all operations on 10 March 2017.

    Passengers who have yet to travel 

    With effect from Monday 13 March 2017 the following former Citywing routes have been taken over by Eastern Airways:

    • Cardiff - Anglesey (Valley)
    • Isle of Man - Belfast City
    • Isle of Man - Newcastle 

    Holders of Citywing tickets on the above routes should contact Eastern Airways directly.

    Ticket refunds

    Citywing is not covered by the Civil Aviation Authority's ATOL Protection scheme which only covers passengers booked on a package holiday.

    Passengers wishing to obtain a refund for unused tickets will need to contact Citywing directly. Passengers who booked directly with the company via either a credit, charge or debit card may alternatively be able to make a claim against their card provider.

    Some card providers will ask for a negative response letter confirming the position. Passengers may also be able to make a claim against their travel insurer.

    VLM, a scheduled air carrier which operated services to various points in the United Kingdom, ceased operations on 22 June 2016.

    VLM is not covered by the Civil Aviation Authority's ATOL Protection scheme which only covers passengers booked on a package holiday.

    Ticket refunds

    Passengers wishing to obtain a refund for unused tickets will need to contact the company directly. Passengers who booked directly with the company via either a credit, charge or debit card may alternatively be able to make a claim against their card provider. Some card providers will ask for a negative response letter confirming the position. Passengers may also be able to make a claim against their travel insurer.

    Passengers who have flown

    Passengers who have travelled will need to make their own arrangements to return home. They should contact their travel insurer or travel agent for assistance.

    VLM also operated a number of services on behalf of Flybe. If you have queries in relation to a Flybe ticket you should contact their customer service team on 08435 04 33 55.

     

  • Direct booking with an airline

    Airlines are not included within the ATOL Scheme, so if you booked direct with an airline that has ceased trading you will not be covered. If you paid directly to the airline by credit card you might be protected by Section 75 of the Consumer Credit Act 1974. You should check with your card issuer for further advice. You may have similar cover if you paid by Visa debit card. Check with your bank.

    Booked through an Airline Ticket Agent

    If you booked your ticket through an airline ticket agent you should speak to the agent in the first instance; they may have provided travel insurance that includes Scheduled Airline Failure cover, so check with your agent.

    Scheduled Airline Failure Insurance (SAFI)

    Some airlines and airline ticket agents will offer customers either a specific Scheduled Airline Failure Insurance (SAFI) policy or include similar protection within a broader travel insurance product. The type of protection provided may vary depending on the type of policy taken out. A policy may simply cover the cost of the original tickets purchased or any unused portion, or the additional cost of purchasing new flights, such as new tickets for travel back to the UK.

    Booked with an ATOL holder

    If you have booked flights or a holiday that includes flights with a travel firm that holds an ATOL (Air Travel Organiser's Licence) and received confirmation that you are ATOL protected, the travel firm is responsible for your flight arrangements and must either make alternative flights for you so that your holiday can continue or provide a full refund. If you are abroad, it should make arrangements to bring you home at the end of your trip. Contact the ATOL travel firm.

    If you are unable to find the answers to your questions on airline failure here you can email Airline Licensing or telephone our helpline on ATOL: 020 7453 6333 (Monday - Friday 10.00 - 17.00 Normal working days).