At a glance
- UK Civil Aviation Authority launch a new ATOL claims portal to enhance consumer service and experience.
- Introducing several key advantages and benefits, as well as ensuring the continuity of our services to consumers.
- The ATOL scheme offers financial protection for British holidaymakers when they book a package trip that includes a flight.
In a significant move to enhance consumer service, the UK Civil Aviation Authority has launched a new ATOL claims portal, replacing the existing platform that was due for retirement.
This new platform not only ensures the continuity of our services but also introduces several key advantages and benefits including:
- In-House System: Transitioning from an externally hosted solution to an in-house system grants us greater control over development and deployments. This shift allows for more agile and responsive updates, tailored specifically to our needs and those of our consumers.
- Enhanced Security Measures: The new platform features enhanced built-in security measures, which are essential for safeguarding both the organization and the consumers against potential fraud
- Master Booking Database: Alongside the new claims portal, the project has also seen the introduction of a stand-alone Master Booking Database. This database is designed to store, transform, utilize, and manage data provided by the failed ATOL Holder, allowing automated verification of consumer claims submitted in the claims portal.
Matthew Buffey, Head of Consumer Rights Enforcement at the UK Civil Aviation Authority, said:
“Consumers often face a great deal of uncertainty when their ATOL holder fails. ATOL protection is considered the ‘gold standard’ when it comes to protecting consumers and so, in living up to this standard, it’s crucial that we deliver a consistent and high-quality service for handling consumer refunds.
“Moving to a new, bespoke, system is a big step forward for passengers and creates a platform we can improve even further in future.“
Notes to editor
- The UK Civil Aviation Authority is the UK’s aviation regulator. We work so that the aviation industry meets the highest safety standards and consumers have choice, value for money, are protected and treated fairly when they fly.
- The ATOL scheme offers financial protection for British holidaymakers when they book a package trip that includes a flight. The scheme steps in to protect passengers if their holiday company ceases to trade, assisting them to get home if they are already aboard or allowing them to make a claim for a refund if they are yet to travel.
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