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How to claim a refund if the ATOL holder you have a booking with has failed.

We maintain a list of the latest ATOL Holder Failures, you will find up-to-date information and how to claim. Each ATOL holder’s situation is different, so it is important that you read the information we publish on how you may make a claim.

The ATOL scheme aims to protect you if the ATOL holder you booked with has failed. You may be able to make a claim under the scheme if:

  • You have an ATOL protected booking for a date of travel in the future.
  • You are abroad at the time and your trip has been disrupted.

If you are currently at home and booked on a future trip

  • If you were given an ATOL Certificate when you booked, read it carefully – it explains who is protecting your trip and what to do.
  • Ensure you are ATOL protected. Our aim is to refund you for the unused ATOL protected parts of your trip.
  • You will need to establish the type of ATOL protected trip you were booked on.
  • You will be required to complete a claim form. Your claim will be acknowledged with 5 working days of receipt.  
  • After which our contracted claims agencies will request the required documentation to support your claim.  Once this documentation has been received your claim will be fully processed as soon as possible. However, there are some circumstances that may mean your claim will take a little longer to process, such as:

    • We are dealing with a high number of claims
    • All the required supporting claim documentation has not been supplied 
    • Group bookings with multiple payments
    • Your claim involves a trip booked through a travel agent

If you are currently abroad

  • If you were given an ATOL Certificate when you booked, read it carefully – it explains who is protecting your trip and what to do.
  • We will provide support to minimise the disruption to your holiday.
  • Information explaining what arrangements we are making so that you may complete your trip will be published on our website and via social media sites, details can be found on our 'Latest ATOL Holder Failures' page. Please select the relevant failed ATOL holder for further details.
  • If you have any difficulties while abroad, make sure you call us using the number on the ATOL Certificate.
  • If you incur costs due to replacing items for your ATOL protected trip.
  • You will be required to complete a claim form and provide invoices and receipts. The claim form will explain the information you will be required to submit.

Are you covered?

ATOL protection applies to air inclusive package trips that are booked with UK based travel companies. If you are covered by ATOL, you should have been given you an ATOL Certificate when you booked.

General claims settling policy

The Air Travel Trust Fund (ATTF) is the primary source of funding when an ATOL holder fails and monies from the ATTF are used to meet refund and repatriation costs arising from a failure. The Fund is administered on behalf of the Air Travel Trust (ATT) by the Civil Aviation Authority. The ATT Payment Policy can be found on our Air Travel Trust pages.