Frequently Asked Questions

An ATOL holder that sells flight-only or packages through agents is required to have a written agency agreement with each of its agents. If the correct agency agreement is not in place the ATOL holder and the agent are in breach of the ATOL Regulations.

CAA are unable to accept consumer claims without a compliant agency agreement being in place between the travel agent and the Failed ATOL holder. Consumers will be referred to the travel agent, who will be responsible for refunding the consumer. ATOL Compliance will also be informed of the breach of the ATOL Regulations. 

If the ATOL holder has entered liquidation, all monies that you collected from consumers but did not pass to the failed ATOL holder are now held for the Air Travel Trust (“the ATT”).

You must follow the ATT instructions for distribution of the ATT Pipeline Monies. Depending on the circumstances this may mean travel agents are instructed to pass the ATT Pipeline Monies to the Company Liquidator as a means of supporting the claims process. Travel agents must not refund their customers unless directed to do so.

All pipeline monies, including the amounts you may have routinely deducted from payments to the Failed ATOL holder before it entered liquidation, are classed as ATT Pipeline Monies.

You are no longer able to apply any deductions or set offs.

The ATT is unable to pay the commission that was due to you from a Failed ATOL holder.
Any claim for commission that you believe is due must be sent to the Insolvency Practitioner as a claim in liquidation.

Lead Passengers may contact us using the claim portal to message us about their claim. You cannot do this on their behalf.

The CAA will issue instructions on behalf of the ATT as soon as practical about what action travel agents must take with ATT Pipeline Monies.

If you have utilised ATT Pipeline Monies contrary to the instructions issued to you, you must urgently inform the CAA by contacting us

If you have utilised ATT Pipeline Monies for a replacement booking and the ATT Instruction stated for you to pay the value to the ATT, you must still pay the value of the money you were holding into the ATT bank account, as instructed. You may then ask the consumer to assign their ATOL claim to you, please read through the advice on assigned claims.

You may only distribute the ATT Pipeline Monies in accordance with the instructions that have been issued to you. Until you have received instructions you should not use ATT Pipeline Monies.

If you have any queries relating to the data, you may contact us. Please provide the name and ATOL number of the Failed ATOL holder along with your query.