Information specifically for travel agents who have consumers booked and protected by a Failed ATOL holder.
I do not have or cannot find, my agency agreement with the Failed ATOL holder
An ATOL holder that sells flight-only or packages through agents is required to have a written agency agreement with each of its agents. If the correct agency agreement is not in place the ATOL holder and the agent are in breach of the ATOL Regulations.
CAA are unable to accept consumer claims without a compliant agency agreement being in place between the travel agent and the Failed ATOL holder. Consumers will be referred to the travel agent, who will be responsible for refunding the consumer. ATOL Compliance will also be informed of the breach of the ATOL Regulations.
The ATT instructions I received states money should be paid to the Company Liquidator.
If the ATOL holder has entered liquidation, all monies that you collected from consumers but did not pass to the failed ATOL holder are now held for the Air Travel Trust (“the ATT”).
You must follow the ATT instructions for distribution of the ATT Pipeline Monies. Depending on the circumstances this may mean travel agents are instructed to pass the ATT Pipeline Monies to the Company Liquidator as a means of supporting the claims process. Travel agents must not refund their customers unless directed to do so.
Including commission when calculating Pipeline Monies
All pipeline monies, including the amounts you may have routinely deducted from payments to the Failed ATOL holder before it entered liquidation, are classed as ATT Pipeline Monies.
You are no longer able to apply any deductions or set offs.
I was due commission from a Failed ATOL holder
The ATT is unable to pay the commission that was due to you from a Failed ATOL holder.
Any claim for commission that you believe is due must be sent to the Insolvency Practitioner as a claim in liquidation.
My customer has already submitted their claim for the wrong amount
Lead Passengers may contact us using the claim portal to message us about their claim. You cannot do this on their behalf.
I have deviated from the instructions issued to me for ATT Pipeline Monies
The CAA will issue instructions on behalf of the ATT as soon as practical about what action travel agents must take with ATT Pipeline Monies.
If you have utilised ATT Pipeline Monies contrary to the instructions issued to you, you must urgently inform the CAA by contacting us
If you have utilised ATT Pipeline Monies for a replacement booking and the ATT Instruction stated for you to pay the value to the ATT, you must still pay the value of the money you were holding into the ATT bank account, as instructed. You may then ask the consumer to assign their ATOL claim to you, please read through the advice on assigned claims.
My customer is able to use the flight portion, I wish to use ATT Pipeline Monies to rebook other elements
You may only distribute the ATT Pipeline Monies in accordance with the instructions that have been issued to you. Until you have received instructions you should not use ATT Pipeline Monies.
The bookings on the document sent by the CAA do not match my records
If you have any queries relating to the data, you may contact us. Please provide the name and ATOL number of the Failed ATOL holder along with your query.
Contact us
If you are a travel agent or ATOL holder affected by the Failure of an ATOL holder you may contact us. Please provide the name and ATOL number of the Failed ATOL holder along with your query.