Claims information

Your ATOL Certificate will say either ‘Package Single Contract‘ or ‘Package Multi-Contract‘ in the bottom right-hand corner. The ATOL holder’s name and ATOL number will also be shown.

These are typically flight-seat bookings, secured with just a deposit rather than payment of the full cost of the flight.

If you booked an ATOL protected flight, you should have been issued with an ATOL Certificate, at the time of booking, which says ‘Flight-Only‘ in the bottom right-hand corner.  The ATOL holder’s name and ATOL number will also be shown.

Flights not protected by ATOL are typically those where full payment was made at the time of booking and a ticket was issued straightaway.

You can make an ATOL claim if:

• You are abroad on an ATOL protected trip meaning your trip has been disrupted or your return flight has been cancelled.
• You have booked an ATOL protected trip that you are due to take in the future.
• You had a cancelled ATOL protected booking and were awaiting a refund.

You will not be able to make an ATOL claim if:

• You have not booked an ATOL protected trip.
• Your trip provider is not a failed ATOL holder.
• You are dissatisfied with the quality of your holiday
• Your travel company stopped trading over a year ago and is now closed to ATOL claims

If you are abroad on an ATOL protected flight inclusive package trip and the ATOL holder has failed, we will work with the service provider (flights, accommodation, transfers, car hire etc) to ensure you can complete your stay for the duration of your trip.

In rare instances, you may be asked you to pay for some services (for example, accommodation, car hire or transfers to the airport). If  this happens you may then make an ATOL claim for these costs; as long as the services formed part of your original ATOL package. It is important you obtain and keep invoices and receipts, as you will need these to support your ATOL claim.

If you have any difficulties while abroad, you may call us using the phone number published on your ATOL Certificate. We will explain the situation and discuss your options.

If you booked an accommodation only trip, this is not protected by ATOL, and you will not be eligible to make an ATOL claim.

If you are abroad on your ATOL protected flight inclusive trip and your ATOL holder fails, we will check to ensure your return flights are going ahead.  In most cases they are, and you are able to continue your trip as originally planned.  If you have your flight e-ticket, you are advised to check-in for your flight with your airline as normal.

In the rare case your flights may no longer be available, ATOL protection will work to arrange replacement flights. If you do not take the return replacement flight we have arranged for you, you will not be eligible to claim for purchasing your own replacement flight.

We will provide information about the return replacement flights on our website and on social media.

If you have booked an ATOL protected trip. You are eligible to make an ATOL claim up to the value of your original ATOL protected trip. You will find information on your options on our ATOL Failures page.

The flight part of your ATOL protected trip may still be available for you to use. If you are unsure, you may inquire with the airline to find out if your flight ticket is valid and if it is, you may choose to use the flight part of your trip.

You have the option to use the flight and arrange and pay to replace other ATOL protected parts of your trip to secure the services. In which case you will be eligible to claim for the value of the replacement elements. The replacement items must match the original booking or be of the same standard, board basis, room type, tour etc, as the original.

You may decide not to use the flight and make an ATOL claim for the total value of your ATOL protected trip.

If you have booked an ATOL Flight-Only and you have been issued with an ATOL Certificate and have not received flight tickets, you can make a ATOL claim.

If you have booked an ATOL Flight-Only and you have received your tickets or e-tickets, your planned trip can continue.

Full details of what you may claim and who to claim from, will be published on the ATOL failure page. Full details of your ATOL claim entitlement can be viewed within the ATT Payment Policy.

If you have booked an ATOL protected trip which was cancelled, and you were awaiting a refund, you are eligible to make an ATOL claim subject to the travel providers booking Terms and Conditions.