Information specifically for travel companies who have consumers booked and protected by a Failed ATOL holder.
Travel agents should direct their customers to ATOL.org for claim information. The published information is individual to the Failed ATOL holder and will explain how consumers may make a claim.
Claim forms cannot be completed by the travel agent.
Once a consumer claim is submitted, one of the CAA contracted Claims Handling Agencies will contact the travel agent and request details relevant to the booking.
Details are requested in accordance with our Privacy Notice.
Required information
Travel agents will be required to provide specific information, and provide evidence of payments for each booking, and if applicable, details of any ATT Pipeline Monies and Low-Deposit Agreements. Delays or missing information will impact the claim process and may affect settlement of claims.
To ensure you are not negatively affected by a Failure of an ATOL holder make sure you have the following:
- An up-to-date compliant agency agreement – see information for agents
- Receipts you issued for money paid by a consumer, showing which part of that money is protected by the ATOL holder’s ATOL and which, if any, is not.
- Records of the booking including the ATOL holders unique reference number.
- Payment received by a consumer and payments made to the ATOL holder.
- Copies of documentation the ATOL holder issued to you.
ATT Pipeline Monies
ATOL protected bookings in respect of which you retain money collected from consumers but have not passed to the Failed ATOL holder, hereafter known as “ATT Pipeline Monies.”
Travel agents who have received payment from their customers for ATOL protected bookings, but did not pass the funds to the ATOL holder prior to the ATOL holder failure, in accordance with the Agent Terms of the ATOL Scheme, these monies are classed as “ATT Pipeline Monies”, and the travel agent must hold these funds on behalf of the Air Travel Trust (ATT).
Travel agents may not use ATT Pipeline Monies for rebooking or refunding consumers, unless instructed in writing by The Civil Aviation Authority (CAA) acting as agent for the Air Travel Trust.
The CAA will require the details of the ATT Pipeline Monies for each ATOL protected booking. This is requested from each agent once a compliant agency agreement has been established.
The travel agent will receive written instruction on what action to take with the ‘ATT Pipeline Monies’ once all the information has been supplied and verified.
The travel agent must confirm they have implemented the ATT Pipeline Instructions, which are individual to each booking the travel agent held.
Consumers may submit a claim; however, we are unable to fully assess consumer claims until the above steps have been completed.