ATOL Standard Term 1 requires businesses (ATOL holders and agents of ATOL holders) to provide certain information to consumers before and after a sale. This includes details that must be shown on websites, in booking Terms and Conditions, and in consumer documents like package confirmations."
Information in Publicity Material
ATOL holders must ensure that their name, ATOL number, and ATOL logo are clearly stated on all publicity materials such as websites and brochures.
Where all services available are ATOL protected, the following statement must be included on websites/ brochures.
“All the flights and flight-inclusive holidays in this brochure/on this website (delete as appropriate) are financially protected by the ATOL scheme. When you pay you will be supplied with an ATOL Certificate. Please ask for it and check to ensure that everything you booked (flights, hotels and other services) is listed on it. Please see our booking conditions for further information or for more information about financial protection and the ATOL Certificate go to:www.caa.co.uk “
Where some but not all of the services available are ATOL protected, the following statement must be included on websites/ brochures.
“Some of the flights and flight-inclusive holidays in this brochure/on this website (delete as appropriate) are financially protected by the ATOL scheme. But ATOL protection does not apply to all holiday and travel services listed in this brochure/on this website (delete as appropriate). This brochure shows you the protection that applies in the case of each holiday and travel service offered. This website will provide you with information on the protection that applies in the case of each holiday and travel service offered before you make your booking. (delete as appropriate
If you do not receive an ATOL Certificate, then the booking will not be ATOL protected. If you do receive an ATOL Certificate but all the parts of your trip are not listed on it, those parts will not be ATOL protected. Please see our booking conditions for information, or for more information about financial protection and the ATOL Certificate go to: www.caa.co.uk ”
Information Before Contract Conclusion
Consumers must be informed if a service is ATOL protected when choosing it.
Detailed information about flights, luggage, and transfer services must be provided as part of the booking process.
Booking Terms and Conditions
ATOL holders must include their name, ATOL number, and a statement about financial protection in their booking terms and conditions, invoices, and receipts.
"Your Financial Protection"
"When you buy an ATOL protected flight or flight inclusive holiday from us you will receive an ATOL Certificate. This lists what is financially protected, where you can get information on what this means for you and who to contact if things go wrong."
"Agreement with consumers about form of ATOL protection"
“We, or the suppliers identified on your ATOL Certificate, will provide you with the services listed on the ATOL Certificate (or a suitable alternative). In some cases, where neither we nor the supplier are able to do so for reasons of insolvency, an alternative ATOL holder may provide you with the services you have bought or a suitable alternative (at no extra cost to you). You agree to accept that in those circumstances the alternative ATOL holder will perform those obligations and you agree to pay any money outstanding to be paid by you under your contract to that alternative ATOL holder. However, you also agree that in some cases it will not be possible to appoint an alternative ATOL holder, in which case you will be entitled to make a claim under the ATOL scheme (or your credit card issuer where applicable).”
“Agreement with consumers of assignment of the consumer’s claim where the consumer receives a benefit from the Air Travel Trust”
“If we, or the suppliers identified on your ATOL Certificate, are unable to provide the services listed (or a suitable alternative, through an alternative ATOL holder or otherwise) for reasons of insolvency, the Trustees of the Air Travel Trust may make a payment to (or confer a benefit on) you under the ATOL scheme. You agree that in return for such a payment or benefit you assign absolutely to those Trustees any claims which you have or may have arising out of or relating to the non-provision of the services, including any claim against us, the travel agent (or your credit card issuer where applicable). You also agree that any such claims may be re-assigned to another body, if that other body has paid sums you have claimed under the ATOL scheme.”
Packages - Confirmation
ATOL holders must provide a confirmation containing detailed information about the package sold, which must be received by the consumer within 3 days of payment.
- Lead passenger name;
- Flight times, Flight numbers and Name of Air Carrier (i.e. airline);
- Departure and arrival airports;
- Name and location of accommodation;
- Other ground arrangements e.g. car hire, transfer, tours, entrance tickets;
- Total price of package;
- The unique reference number of the relevant ATOL Certificate
Revised Confirmations
If any information changes, a revised confirmation must be sent to the consumer as soon as possible.
This document ensures that consumers are well-informed about the financial protection provided by the ATOL scheme and the terms under which they are protected.
Further Guidance for the travel industry on the key consumer protection regulations that set out the requirements in relation to the transparent provision of price and other information. The guidance is designed to help businesses understand the requirements of the regulations and to comply with them.
Full guidance on the requirements of the sale and advertising of flights and holidays