Consumers on holiday
For those ATOL protected consumers abroad we establish the status of the services which form the ATOL package trip. If, for example, the ATOL package organiser had not made payments for accommodation or other services, it is possible that consumers may be asked to pay for the services.
The CAA’s role
The CAA works to avoid consumer inconvenience by contacting all suppliers of the failed ATOL holder and making the necessary arrangements to ensure consumers can complete their stay and return as originally planned. If a supplier insists on payment from consumers, an ATOL claim can be made for these expenses.
Repatriation from abroad
Subject to circumstances, the UK Civil Aviation Authority may arrange replacement flights for travellers currently abroad.
In most cases return flights will operate as planned. If there is no disruption to flights, consumers will be able to continue their trip and check in for their flight as originally planned.
If return flights do not operate as planned, the CAA may arrange replacement flights. If we do, we will provide information on our website and social media sites regarding new flights, including flight times and destination airports.
Consumers with bookings may find that they are unable to travel because the services which formed the trip are no longer available. Specific advice on each ATOL holder failure is published on the latest failures page of this website.
Where a consumer has booked an ATOL Flight-Only and has been issued with tickets or e-tickets, bookings are unaffected and may travel, it is best to check with the airline, that the ticket is valid for travel. Where this is the case the consumer has no claim under ATOL.
Making a claim
The refund process is quite straightforward; ATOL Protected consumers complete an ATOL Claim Form, we then ask for the documentation the ATOL holder issued to you.
We ask for the evidence of payment to the ATOL holder or overseas supplier, depending upon your claim type.
In some cases where payment has been made by credit card, we may refer you to your card issuer for a refund. If this is the case, we will publish details and an ATOL Negative Response Letter on the specific advice of the ATOL holder failure page.
Consumers can also claim for replacement services that formed part of the original package, for things like accommodation costs incurred if they were abroad when the ATOL holder failed. We aim to process your claim promptly.
What's not covered
Non-air holiday packages are not protected by the ATOL scheme, but may be covered by other bonding schemes like those operated by ABTA and AiTO.