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What should I do if my travel company collapses?

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 provide support to minimise the disruption to your holiday. 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.

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How long will it take to receive my refund?

We aim to acknowledge claims within 5 working days of receipt. If your claim is fully completed and we do not require any additional information or evidence, we aim to process your claim in a timely manner. Under normal circumstances, we estimate this to be 28 working days from receipt of your completed claim.

However, there are some circumstances that may mean your claim will take longer to process, such as:

  • We are dealing with a high number of claims
  • Your claim is complicated
  • Your claim involves a holiday booked through a travel agent
  • Your claim is incomplete
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