Welcome to the official CAA ATOL Claims Portal
You can use this portal to make an ATOL claim if you hold an ATOL protected booking with an ATOL holder that has ceased trading.
The purpose of the ATOL scheme is to protect you from losing money or experiencing difficulties overseas if the ATOL holder who protected your holiday ceases trading.
You may be eligible to make a claim if:
- you booked an ATOL protected flight or Package holiday that has been cancelled because your ATOL holder has ceased trading
- you were abroad at the time of failure and your ATOL protected flight or Package holiday was disrupted (for example you had to pay again for your accommodation or transfers; or the CAA asked you to book your own flight home) due to the ATOL holder ceasing to trade
- you are still owed a full or partial refund for a cancelled ATOL protected flight or Package holiday
You can only make a claim if you are the Lead Passenger on the booking. ‘Lead Passenger’ is the term we use for the person who made the booking and their name will appear first on the ATOL Certificate or other travel documents. As the Lead Passenger, you will be our main point of contact for the life cycle of your claim (unless you assign your claim and tell us to pay your refund to a third-party travel agent or tour operator).
Apart from exceptional circumstances, an ATOL claim can only be completed and submitted by the Lead Passenger on the booking. If a claim is submitted by a person other than the Lead Passenger, their authorisation will be requested by the CAA, or one of their Claims Handling Agencies, and the claim will not be processed further without the Lead Passenger’s authorisation.
Please note, you cannot ask your third-party travel agent to make a claim on your behalf. For further information, third-party travel agents should visit CAA.co.uk - Info for Agents.
Before you make a claim, please examine your travel documents to check that your booking was protected by the ATOL holder who ceased trading.
ATOL Certificates indicate who and what is protected by the ATOL scheme, in addition to confirming the name of the ATOL holder protecting the booking.
All ATOL holders are required to issue an ATOL Certificate when selling ATOL protected flights and Package holidays.
ATOL Certificates are easy to recognise documents – click here for examples.
Does your ATOL Certificate name the failed ATOL holder under ‘Who is protecting your trip?’
If your ATOL Certificate states that your booking was protected by a different ATOL holder who has not ceased trading, you cannot make a claim and should contact them for advice.
If you booked a Package holiday and no longer have your ATOL Certificate, you should check your Confirmation Invoice. This shows more details about your Package holiday and normally shows the failed ATOL holder’s name and/or logo. If your Confirmation Invoice was issued by a different ATOL holder who has not ceased trading, you cannot make a claim and should contact them for advice.
Please note that we can only accept claims for bookings that were protected by a failed company’s ATOL.
What information do I need to complete this claim ?
- booking reference/ Unique reference number shown on your ATOL Certificate
- booking documents
- third-party travel agent’s details (if applicable)
- your personal details and a copy of the Lead Passenger’s passport, the claim form must be completed by the Lead Passenger
- bank account details for us to make a payment against the claim
- details of the financial transactions made in relation to the ATOL protected booking to the failed ATOL holder or a third-party travel agent. If you used an element of your Package holiday, such as your flight, we also need details of the transactions made to replace other elements of the booking
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