Failure of Ickenham Travel Group Ltd

If you are currently overseas and you hold a scheduled flight e-ticket, the flight remains valid for the return journey. You are advised to check-in with the airline as per the existing flight ticket.

The CAA is speaking to the overseas service providers to guarantee the services that formed your original booking.  If you are made to pay again for the services that were part of your original trip, please ensure that you retain a clear receipt showing, the method of payment as this is required for any claim you submit. If you pay in cash, you must obtain a cash receipt as you cannot make a claim without this.

When completing the ATOL claim form, select the claim type as “Overseas at the time of the ATOL holder’s failure” where you will be directed to a downloadable PDF claim form.

ATOL claim form

If you have an ATOL flight inclusive package booking and have been issued with flight tickets, the flights may be valid for travel and passengers are advised to check with the airline.

If the airline confirms you have a valid ticket for travel, you have two options:

Option 1. Claim for a refund.  

If you do not wish to use your flight, or if your flight is no longer valid, you can submit a claim for a refund of the amount paid for your ATOL-protected package with Ickenham Travel Group Ltd, subject to your original method of payment.

If you paid by credit card

You should claim the amount paid by credit card from your card issuer.

If you paid by a combination of credit card and other methods. Claim the credit card portion from your card issuer and the remaining amount from ATOL. If you paid by any other method only. Submit your claim directly to ATOL.

We have provided an ATOL Negative Response Letter to assist with your credit card claim.

Option 2. Use Your Flight and Claim for Replacement Services

If you decide to use your original flights and book replacement arrangements (such as accommodation or transfers), you can claim for the cost of those replacement elements. How you claim depends on how you originally paid.

There is a limit to the amount you can claim. For details of your claim entitlements please view the following pages Claims Information, I want to make a claim and The ATT Payment Policy. The replacement items must match the original booking or be of the same standard, board basis, room type, tour etc, as the original.

If you paid for your original trip by credit card

You must claim the cost of the replacement elements from your credit card issuer. The amount you can claim will be capped at the lower of:

The value of your original credit card payment, or the value of the replacement elements.

Check with your card issuer before travelling to confirm your entitlement.

If you paid partly by credit card and partly by other methods. Claim from your credit card issuer for the portion you paid by credit card. Claim from ATOL for the portion paid by other methods.

Your ATOL entitlement will be:

The cost of the replacement elements, minus the amount originally paid by credit card. We have provided an ATOL Negative Response Letter to assist with your credit card claim. If you paid by any other method (not credit card), submit your claim to ATOL for the cost of the replacement elements.

Please note that if you choose to travel and use your valid flight, you are not protected under The Package Travel and Linked Travel Arrangements Regulations 2018 as your package travel provider has ceased to trade.  You will therefore be responsible for any risks arising from each individual element of your trip which would have previously been protected. 

When completing the ATOL claim form:

Option 1 select “Forward booking and claiming a full refund”.

Option 2 select “Forward booking but used an element of the original booking”.

Please view https://www.atol.org/claims/i-want-to-make-a-claim/ for details on ‘Completing a claim’ and ‘If you made payments by credit card’.

Before You Start Your ATOL Claim

Have these details ready to help you complete the form:

• ATOL Certificate number (bottom left of your certificate).
• Lead passenger details (name, contact info).
• Lead passenger passport copy (required at submission).
• Booking reference and travel dates.

Payment breakdown

If you paid by credit card:

• Include all original payments in the claim form.
• Deduct the amount you will claim from your card issuer.

ATOL claim form

Negative Response Letter

If your ATOL protected booking was cancelled prior to Ickenham Travel Group Ltd ceasing to trade as an ATOL holder and you are awaiting a refund, you may submit a claim to ATOL (subject to your original method of payment).

If you originally paid Ickenham Travel Group Ltd by credit card.

You should claim the amount paid by credit card from your card issuer.

If you paid by a combination of credit card and other methods. Claim the credit card portion from your card issuer and the remaining amount from ATOL. If you paid by any other method only. Submit your claim directly to ATOL

When completing the ATOL claim form, select “Outstanding refund”.

Before You Start Your ATOL Claim, have these details ready to help you complete the form:

• ATOL Certificate number (bottom left of your certificate).
• Lead passenger details (name, contact info).
• Lead passenger passport copy (required at submission).
• Booking reference and travel dates.

Payment breakdown:

If you paid by credit card:

• Include all original payments in the claim form.
• Deduct the amount you will claim from your card issuer.

ATOL claim form

Negative Response Letter