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Claims information

Find out what ATOL protection covers, what is ATOL protected on your holiday, plus when and how to claim.

Holiday accommodation

Some travel companies have arrangements with accommodation suppliers. This means they may not pay for your stay until after you have returned home. In these cases, if your travel company ceases trading, you may not be able to continue your stay.

If you are ATOL protected, we will contact your accommodation to guarantee payment, allowing you to stay for the duration of your trip. Where this isn’t possible, you may be asked to pay for the accommodation, in which case you can then make a claim for these costs.

Repatriation: flights home from abroad

If your travel company ceases trading, we will check to make sure your return flights are operating as planned. If they are, you should be able to continue your trip without any inconvenience.

In some cases, if your flights are no longer available, we may arrange replacement flights. We will provide information on replacement flights on our ATOL website and on social media.

However, if we are unable to arrange flights, we may advise you to book your own replacement flights and then claim for the cost.

Advance bookings: before you travel

If your ATOL travel company collapses before you’re due to travel, you will find instructions of what to do on our ATOL failures page.

You may find that parts of your holiday are no longer available. This includes flights and/or accommodation. In these cases, if you have booked an ATOL protected trip, you can make a claim through the ATOL scheme.

However, some parts of your holiday, such as flights, may still be available. We will usually ask you to check with the airline before choosing to fly. We will advise that you may need to pay to replace other ATOL protected parts of your trip.

If you have booked an ATOL Flight-Only package and you have tickets or e-tickets, these arrangements will usually be honoured by the airline. If your flights still run, you do not have a claim under ATOL.


Making a claim

We try to make the claims process as straightforward as possible. If you are an ATOL protected passenger who is affected by an ATOL holder failure, we’ll advise you to complete the appropriate claims form and submit this along with all the evidence required.

We provide information on what evidence we need from you, as well as a guide on how to complete the claims form.

In some cases where payment has been made by credit card, the card company will be liable to make a refund. This falls under the Consumer Credit Act or an agreement between the UK card industry and the Air Travel Trust, which manages the ATOL fund. If this is the case, we will publish specific advice, which you will find through our ATOL failures page.

You can also claim for replacement services that formed part of the original package. For example, you could claim for accommodation costs that you had to pay if you were abroad when the ATOL holder failed.

Find out more about how to make a claim.

What’s not covered

Non-air holiday packages are not protected by the ATOL scheme. However, these should be covered by other schemes like those operated by ABTA and AiTO. Accommodation-only bookings might not be covered with these schemes, so check with the supplier.