Check ATOL

Making a claim

If your ATOL-protected travel company has stopped trading, you can claim for the protected parts of your booking. Here is how it works.

Who can claim

You can usually claim through the ATOL scheme if:

  • you booked a trip that included a flight with a company that held an ATOL, or sold under one
  • you received an ATOL Certificate, or should have received one, when you paid
  • the company has stopped trading and the CAA has published a failure notice for it

Not sure if your company has failed? Search it on our check page or see the list of failed companies. Rumours on social media aren't enough; wait for the official notice.

What you'll need

  • your ATOL Certificate
  • your booking confirmation and any invoices
  • proof of every payment, such as bank or card statements
  • the names of everyone on the booking

How to claim

  1. Find the official failure noticeThe CAA publishes a notice for each failed company on its ATOL failures page. It explains who is handling claims for that company.
  2. Submit your claim through the official routeUse only the claim link or address in the CAA's notice. Claiming is free.
  3. Keep copiesSave copies of everything you send and any reference number you're given.
  4. Watch the deadlineClaims have a time limit set out in the failure notice. Claim as soon as you can.

If you're already on holiday

Keep your ATOL Certificate with you and follow the instructions in the failure notice. Usually you can carry on with your trip, and help is arranged to get you home. If a hotel asks you to pay again, check with the contact in the notice before paying.

Other ways to get your money back

Credit card (section 75)

If you paid between £100 and £30,000 by credit card, the card provider may be jointly responsible under section 75 of the Consumer Credit Act. This can cover parts of a booking that ATOL doesn't.

Debit card (chargeback)

Your bank may be able to reverse a debit card payment through chargeback. There's no legal right to it and time limits apply, so ask quickly.

Travel insurance

Some policies include supplier failure cover. Check your policy wording.

Beware of claim scams. After a failure, fraudsters may call or email offering to "fast-track" your refund for a fee. Official ATOL claims are free and never need your card details. See holiday fraud.