I want to make a claim

To make a claim you will need to set up an account, this will give you access to create a claim, follow your claims progress and send  messages about your claim.

To set up an account. Within the CAA ATOL Claims Portal read through the ‘Welcome page’ and if you are eligible to make a claim select “Next” button.  You will be taken to the ‘Make a claim’ page.

Select the ATOL holder relevant to your booking, read the information and once you are ready to continue you will need to tick to agree you have read the failure information then select ‘Next’ and on the next page select “Sign up now”.

Enter and confirm your email address and select send ‘verification code’.  A confirmation will be sent to your email address.

Once you receive the verification code, copy and paste the verification code and select ‘Verify code’ you may then continue to fill in your name and create a password.

After you create an account, your homepage will open and you can go ahead and start your claim.

If you already have an account in the claim portal click on “Sign in” at the top right corner.

Log in using your email and password and click onto ‘Send verification code’ which will be sent to your email address.

Input the verification code and click on ‘Verify code’.

If you have not input the verification code within 15 minutes, you will be required to request a new ‘Verification code’.

After inputting the code you will be taken to your account home page.

Your home page has two sections:

My Claims

You can begin a new claim or check the status of your current claim from this section.

My Messages

You can use this section after you have submitted a claim, to begin a new chat or view existing conversations on your claims.

You may make one claim per booking.

Have the following documents available to help you complete the claim form.

• ATOL Certificate.
• Booking confirmation.
• Lead passenger passport.
• Debit or Credit Card Bank statements.
• Flight ticket details

We will require you to upload a copy of the Lead Passenger passport when you submit the claim, all other documents will be requested at a later stage.

You will be asked to input information about your booking including details of:

The ATOL Certificate number, found on the bottom left corner of the ATOL Certificate or shown as the booking reference on the booking confirmation. See example ATOL Certificates.

Details of the booking including the date you made the reservation, when your trip was due to start and the dates and times of your flights.

Information about the payments you made including the payment dates and how you paid.

If you remain inactive for 30 minutes, you will be required to request a new ‘Verification code’ to sign into your account again.

You will receive an ‘ATOL Claim Submission’ email, confirming we have received your claim.

You will receive an ‘Update on your claim submission’ email, this will confirm which of The Civil Aviation Authority’s Claims Handling Agencies has been designated to process your claim.

The Claims Handling Agency will email you and ask you to provide documents to support your claim, based on the type of claim you have made.  Make sure you don’t miss the email and check your spam and junk folder. Also add the Claims Handling Agency’s email address to your contacts.

You should send the documents straight to the Claims Handling Agency. You can do this either by emailing or by uploading to their secure website.

Once documentation has been received, your claim will be reviewed within 28 working days*.  If we need more information the Claims Handling Agency will reach out to you for it.

There are some circumstances that mean your claim will take a little longer to review, such as:

• Not all the necessary documents for the claim have been received.
• Your booking is for a Group with multiple payments.
• The trip is booked through a travel agent, and we are requesting information from the travel agent.
• The documents we received are missing the necessary information.
• Additional forms need to be completed. These will be sent to you.

*Working days exclude weekends and public holidays.

If you submitted a claim and haven’t received an ‘Update on your claim submission email’ within 5 working days and you want to change something in your claim, please log into your portal account and click on “Start new conversation.”

You can check the status of your claim by logging into your account on the portal and looking at “Claim Status”.

Overseas at time of failure – Select this if you were abroad when the ATOL holder failed, and you were asked to pay for some services.

Complete a claim form and provide the following information when asked.

• The original confirmation detailing the booking.
• The ATOL Certificate.
• All invoices and receipts for the elements of your trip you were required to pay for while abroad.
• Evidence of payments to the overseas suppliers for the replacement elements. This must show the account holders details and the transactions.
• If you paid for replacement elements with cash, receipts stating ‘cash’ as the method of payment. Depending upon the value of payments in cash, we may require evidence of where the cash came from.

“Forward booking and claiming a full refund” – Select this if you have a date of travel after the ATOL holder failure date and you are not travelling.

Complete a claim form and provide the following information when asked.

• The original confirmation detailing the booking.
• The ATOL Certificate.
• The invoices and receipts for the booking from the ATOL holder or travel agent.
• Evidence of payment to the ATOL holder or travel agent. This must show the account holders details and the transactions.

If you are in possession of flight tickets and the airline confirms they are valid, you may choose to travel, but you may be asked to pay again for other parts of your booking to replace services.

If you pay for replacement services, you may be entitled to claim for the value of the replacement services, up to the value you paid for your original ATOL protected flight inclusive package trip.

“Forward booking but used an element of the original booking”- Select this if you have a date of travel after the ATOL holder failure date and you are using the original flight element.

Complete a claim form and provide the following information when asked.

• The original confirmation detailing the booking.
• The ATOL Certificate.
• The invoices and receipts for the booking from the ATOL holder or travel agent.
• The invoices and receipts for the replacement elements of your trip.
• Evidence of original payments to the ATOL holder or travel agent. This must show the account holders details and the transactions.
• Evidence of payments to the travel provider for the replacement elements. This must show the account holders details and the transactions.

“Outstanding refund”- Select this if your booking was cancelled prior to the ATOL holder failure date and you are awaiting a refund.

Complete a claim form and provide the following information when asked.

• The original confirmation detailing the booking.
• The ATOL Certificate.
• The invoices and receipts for the booking from the ATOL holder or travel agent.
• The cancellation invoices and receipts showing a refund was due.
• Evidence of original payment to the ATOL holder or travel agent. This must show the account holders details and the transactions.

Forward booking and claiming a full refund.

• When you fill out the claim form make sure to include all the payments you made for your original ATOL protected flight inclusive package trip.

Forward booking but used an element of the original booking.

• When you fill out the claim form make sure to include all the payments you made for your original ATOL protected flight inclusive package trip, as well as the payments for the replacement elements.
• Next you should deduct the cost of the original ATOL protected flight package trip. Making sure your claim is only for the value of the replacement elements.

To remove/amend a payment if you have listed it incorrectly; Use the down arrow next to ‘Payment Method’ to Edit, Delete, or View the details you have inserted.

In some cases, if you paid an ATOL holder with a credit card for your original booking, we may refer you to your card issuer for a refund. This only applies to bookings made directly with an ATOL holder and does not apply to bookings made through a travel agent.

We will share information about who you need to contact to make a claim and publish an ATOL Negative Response Letter on the ATOL holder failure page.

Forward booking and claiming a full refund.

• When you fill out the claim form make sure to include all the payments you made for your original ATOL protected flight inclusive package trip including those made by credit card.
• You should then deduct the original credit card value which you will be claiming from your card issuer.

Forward booking but used an element of the original booking.

• When you fill out the claim form make sure to include all the payments you made for your original ATOL protected flight inclusive package trip, plus the payments you have made for the replacement parts.
• Next you should deduct the cost of the original ATOL protected flight package trip.
• Then deduct the original credit card value which you will be claiming from your card issuer.
• Your claim entitlement is the value of the replacement element, minus the amount you are claiming from your card issuer.