Information specifically for travel companies who have consumers booked and protected by a Failed ATOL holder.
Providing replacement services and package bookings
Occasionally services that formed parts of the Failed ATOL holders package trip are still available for use. In these instances, the consumer may choose to travel and ask for your assistance to secure the remaining parts of the original trip.
Please be aware, in choosing to use element of the original trip your customer is not protected under The Package Travel and Linked Travel Arrangements Regulations 2018, as the package travel provider has stopped trading.
We understand you may be interested in re-protecting consumers, providing them with a trip, or replacing elements of their original ATOL protected trip without requiring payment for these elements.
Assigned claims
An assigned claim is one where a consumer nominates for claim settlement to be paid to an appointed bank account (i.e., nominates your company to receive the settlement payment for the claim).
When considering an assigned claim, the assignee email address will be the main point of contact for the contracted Claims Handling Agency. All requests for supporting claim documentation will be directed to the assignee and not the consumer.
Assignees are responsible for ensuring compliance with The Data Protection Act for consumer personal data.
Making a claim
Documentation that will be requested will include, all original documents issued by the Failed ATOL holder to the consumer and evidence of payments made by the consumer to the Failed ATOL holder.
Depending upon the claim type, requests may also include evidence of replacement elements and evidence of payment for the replacement elements.
All claims are individually assessed in accordance with the ATT Payment Policy. It is recommended that you are acquainted with the claim entitlements.
The claim form is to be completed by the consumer.
Travel agents cannot complete a claim on the consumers behalf.
Ask your consumer to complete a claim form via the Claim Portal which is accessible from the Failed ATOL holder information page published on ATOL.org
Within the “Refund Details” section the “I am assigning this claim” should be selected.
The consumer will be required to input the assignee company details including:
- Location of bank account
- Name of Account
- Name of Bank
- Sort Code
- Account Number
- Roll Number
- Email Address of Assignee
If you take on an assignment in which the consumer initially booked through a different travel agent, please be aware of the complexity of obtaining the necessary supporting documentation for a claim as you will be responsible for also providing:
- The original travel agent and consumer evidence of payment to the Failed ATOL holder.
- A reconciliation that includes the name of each Lead Passenger, the Failed ATOL holder booking reference and the amount paid.
Responsibilities
Assignees are responsible for ensuring compliance with The Data Protection Act
Prior to taking assigned claims you are recommended to obtain your own legal advice and consumer agreement.
All claims are individually assessed in accordance with the ATT Payment Policy we therefore cannot guarantee that submission of a claim will result in settlement.