Issue of ATOL Certificates
An ATOL Certificate must be issued immediately to a consumer when they make the first payment on a flight or trip covered by the ATOL scheme.
The Certificate is proof that the consumer’s purchase is protected by the ATOL scheme and will include details of what and who is covered as well as the issuer’s business name and ATOL number.
Taking payment
If you accept a cheque from the consumer or take their credit or debit card details, this is classified as taking payment, regardless of whether the payment is processed. Once you have taken payment in this way or in cash you will need to issue the ATOL Certificate immediately.
Immediate issue of ATOL Certificates
- If the consumer is present, immediate issue means providing the ATOL Certificate at the time payment is made.
- If the consumer is not present, immediate issue means sending the ATOL Certificate by email or another equivalent electronic means immediately after the payment is taken.
- If the consumer books by telephone, immediate issue means sending the ATOL Certificate by email or another equivalent electronic means or immediately posting it.
You (or your agent) may not accept any payment from a consumer until you or your agent is able to issue an ATOL Certificate.
Format
The CAA sets out the format for ATOL Certificates. Individual certificates must follow the format exactly. Guidance on Completion and Supply of an ATOL Certificate.
You may request a form field PDF versions of the ATOL Certificate. Please email your ATOL name and number to ATOLOnline@caa.co.uk to request this.
Re-issue
If any of the information in the ATOL Certificate changes more than 72 hours before the consumer is due to depart, you should issue the ATOL Certificate.
ATOL Certificate issuer
The certificate issuer is the business which interacts with the consumer, regardless of who generates the ATOL Certificate.
Additional information
Who is the “ATOL Certificate issuer” on an ATOL Certificate?
The Issuer should be the name of the business interfacing with the consumer. This is regardless of who generates the ATOL Certificate and provides it to the consumer. For example, if a consumer books a licensable package with an agent, but the ATOL Certificate is generated by the ATOL holder and e-mailed directly to the consumer, the Issuer box should still state the name of the agent.
If an ATOL holder has given an agent authority to act on its behalf for a flight-inclusive package or Flight-Only (i.e. provided an agency agreement) it is the agent's responsibility under the ATOL Regulations to ensure that the ATOL Certificate is provided to the consumer at the point of accepting payment. This can be achieved in several ways, for example:
The agent issues the ATOL Certificate immediately, which the agent has generated from its own system
- The ATOL holder gives the agent the facility to provide the consumer the ATOL Certificate directly from its (the ATOL holder's) system immediately any payment is accepted by the agent
- The method should be agreed between ATOL holders and their appointed agents but if the ATOL holder does not have the facility to enable agents to have immediate access to an ATOL Certificate generated by the principal ATOL holder, the default position is that the agent must issue an ATOL Certificate when accepting payment.
What do I put under "number of passengers" if I do not have these details confirmed when a deposit is paid?
Known passenger numbers (excluding infants) should be inserted on the ATOL Certificate at time of issue. This must include the lead passenger name. A new ATOL Certificate must then be supplied each time any of the details on the booking changes, including changes in the number of passengers.
Do I need to put all passenger names on the ATOL Certificate?
Yes. The required information must be set out on the ATOL Certificate. For Single and Multi-contract Packages, this can be limited to the lead name. However, for Flight-Only ATOL Certificates, all known names (including infants) must be specified.
Can I include un-protected components on the ATOL Certificate?
No. The ATOL Certificate must only list components protected together as a licensable booking.
Can I put my own branding on the ATOL Certificate?
No. The ATOL Certificate must not be printed on branded paper. It should be produced as per the format set out by the CAA.
Does the ATOL Certificate need to be printed in yellow?
The ATOL Certificate design includes a yellow background which must be included on any electronic versions. However, if the document is given out as a hard copy, it may be printed in black and white.