There is a range of contact options to choose from to help us best answer your enquiry.
Know your rights and how to make a complaint
For advice relating to travel related problems, including passenger rights concerning flight delays or cancellations, please refer to our Resolving travel problems pages.
We do not govern the service standards of travel companies, so we can’t take any action against them. However, we are always happy to provide you with advice and guidance. If you were not satisfied with your package trip and the company is in one of the following trade associations, you should contact them for advice on how to make a complaint:
|ABTA||0203 117 0599|
|The Travel Trust Association||0148 354 5787|
|The Global Travel Group||0800 652 9808|
If your travel company is not a member of these, please contact Citizens Advice (Telephone 0845 404 0506).
Each operate a handling service for complaints regarding their members.
Make a claim or get an update on your claim
Has your travel company ceased trading as an ATOL holder? To make an ATOL claim, you need to follow the instructions that relate to your specific travel company on our ATOL Failures page.
Each claim is individual, and claims are processed in accordance with the ATT Payment Policy.
If you are abroad and have been affected by an ATOL Failure, you can call us on +44 (0) 333 103 6350, which is available 24/7.
Amend a claim
If you have submitted a claim regarding an ATOL Failure and wish to make an amendment, please log in to your claims portal account which can be accessed here.
Press and Media Enquires
Journalists and PRs can email [email protected] or call 0333 103 6000 during office hours. Out-of-hours, please call 0778 974 5636.
Alternatively, you can email one of the team for press and media enquiries:
- John Cottrill, Communications Specialist: [email protected]
- Henry Heming, Communications Co-Ordinator: [email protected]
- Robert Crawford, Media Lead: [email protected]
- Andrew McConnell, Head of Media & External Affairs: [email protected]
The press office team are not able to assist with consumer enquiries. If you are a consumer seeking support please visit here for further information.
Our postal address for media enquiries is: Press Office, Civil Aviation Authority, 5th Floor, 11 Westferry Circus, London, E14 4HD.