How to claim a refund when your ATOL-protected holiday collapses
If your travel company collapses, it can be a stressful experience, especially if you're already on holiday or have one booked. Thankfully, if your trip was ATOL protected, you have a robust safety net. This guide will help you understand your rights and claim a full refund or repatriation.
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Your rights
Your right to a refund or repatriation comes from ATOL protection, administered by the Civil Aviation Authority (CAA). ATOL, which stands for Air Travel Organiser's Licence, is a UK financial protection scheme. It ensures that if a UK travel company selling air holidays collapses, you won't be left stranded abroad or lose money for a trip you haven't taken. ATOL covers package holidays that include a flight, and in some cases, flights booked directly with an ATOL holder.
Step by step
- 1Confirm your booking was ATOL protected. Look for the ATOL logo on your booking confirmation, invoice, or the travel company's website. Your ATOL certificate is key.
- 2Gather all relevant documents. This includes your ATOL certificate, booking confirmation, proof of payment, and any communication with the travel company.
- 3Visit the Civil Aviation Authority (CAA) website. They will publish specific instructions and claim forms for each collapsed travel company. Do not use generic forms if a specific one is available.
- 4Complete and submit your claim form with all supporting evidence. Follow the CAA's deadlines carefully. If you are abroad, the CAA will arrange for you to complete your holiday and fly home.
What they'll say, and your comeback
“You booked flights and accommodation separately, so it's not a package.”
Comeback, While ATOL primarily covers package holidays, it can also protect flights booked directly with an ATOL holder. Check your ATOL certificate, which defines what's protected.
“You paid by credit card, so you should claim through Section 75.”
Comeback, ATOL protection is the primary and often quicker route for collapsed travel companies. Section 75 is a backup, but ATOL is specifically designed for this scenario and will handle repatriation if you're abroad.
FAQ
What if I'm already abroad when the travel company collapses?
ATOL protection ensures you can complete your holiday and will arrange for your flight home at no extra cost. The CAA will provide instructions on what to do.
How long does an ATOL refund take?
The processing time for ATOL claims can vary depending on the complexity and volume of claims. The CAA aims to process claims as quickly as possible, typically within a few weeks to several months.
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A self-serve tool, not a law firm. General information, not legal advice.