To claim a refund after your travel company collapses, the lead passenger on the booking fills in the ATOL claim form through the Civil Aviation Authority’s online portal at atolclaims.caa.co.uk. You have 12 months from the date the ATOL holder failed to submit it, and the Air Travel Trust pays approved claims by bank transfer to the account details you enter on the form.1Civil Aviation Authority. ATOL Claims Portal
Confirm Your Booking Is Covered
Before you spend time on the form, check that ATOL protection actually applies. The scheme covers flight-inclusive package holidays and certain flight-only bookings sold by a company that held a valid ATOL when you paid. Buying an airline ticket directly and receiving a valid e-ticket at the point of payment is not ATOL protected.2ATOL. What is ATOL Protection?
Your ATOL Certificate is the clearest proof. Every protected booking generates one, and it names the company providing the protection along with their ATOL number. If you never received a certificate, your booking probably falls outside the scheme.2ATOL. What is ATOL Protection? You can also verify the company’s licence using the CAA’s search tool at caa.co.uk, by name or by ATOL number.3UK Civil Aviation Authority. Search ATOL Holders If the company was not licensed when you paid, the Air Travel Trust can deny the claim.
The scheme does not cover personal cancellations, schedule changes by an airline, or ordinary service complaints. It only pays out where a licensed travel provider stops trading and cannot deliver what you paid for.
A Note on Flight-Only Bookings
Flight-only bookings are protected only when they were secured with a deposit and you received an ATOL Certificate but never got the actual tickets or e-tickets. If your tickets are already in hand, the trip can go ahead and you are not eligible to claim. Check the bottom right corner of the certificate; if it reads “Flight-Only,” the booking qualifies.4ATOL. Claims Information
Documents to Gather First
The portal asks you to upload documents as you go, and missing paperwork is the most common cause of delay. Have these ready before you open the form:5ATOL. I Want to Make a Claim
- Your ATOL Certificate, including the unique reference number shown on it.6ATOL. ATOL Certificates
- The original booking confirmation from the failed company.
- A copy of the lead passenger’s passport, which must be uploaded at submission. Documents for other passengers are requested later.
- Bank or credit card statements showing the payments you made, with the account holder’s details and transaction amounts visible.
- Any ticket or e-ticket information you received.
Beyond these basics, the exact checklist depends on your situation.
If Your Trip Had Not Started
If your travel dates fell after the failure and you will not be travelling, you need the booking confirmation, ATOL Certificate, all invoices and receipts from the ATOL holder or agent, and bank statements proving payment. If you rebook the trip through another provider and want to claim the difference, add the invoices, receipts, and proof of payment for the replacement booking.5ATOL. I Want to Make a Claim
If You Were Abroad When the Company Failed
Stranded travellers need the original confirmation, the ATOL Certificate, and all invoices and receipts for anything paid overseas to replace parts of the trip, along with proof of those payments. If you paid in cash for replacement elements, keep the receipts; the claims handler may ask for evidence of where the cash came from, especially for larger amounts.5ATOL. I Want to Make a Claim
If You Were Waiting for a Refund
If you had already cancelled before the company failed and the refund never arrived, you need the original confirmation, the ATOL Certificate, the booking invoices, and the cancellation invoices or receipts showing a refund was due, plus proof of your original payment.5ATOL. I Want to Make a Claim
Filling Out the Form
Open the portal at atolclaims.caa.co.uk. Only the lead passenger, whose name is on the booking, can complete the form.1Civil Aviation Authority. ATOL Claims Portal
You will be asked for the name of the failed travel company, your booking reference or the unique reference number from the ATOL Certificate, and details for every passenger on the booking. Enter each passenger’s full name exactly as it appears on their travel documents.1Civil Aviation Authority. ATOL Claims Portal
In the payment section, enter every payment made toward the ATOL-protected booking, whether you paid the ATOL holder directly or through a travel agent. If you had already started your trip and lost part of it (flew out but lost your hotel, for example), the form also asks what you paid to replace those missing elements.1Civil Aviation Authority. ATOL Claims Portal
Provide your bank account details so the Trust can pay the refund directly. If you have rebooked through another company and want the refund paid to them, you can assign the claim and enter that company’s bank details instead.1Civil Aviation Authority. ATOL Claims Portal
If you already recovered any money through your bank, credit card provider, or travel insurance, report it honestly. Your claim should reflect only your outstanding loss. Overstating the figure delays the refund and can raise fraud concerns.
Upload the lead passenger’s passport copy at submission and make sure everything you upload is legible. The portal generates a claim reference number and a confirmation receipt once you submit; save both.
What Happens After You Submit
The claims handling agency reviews your claim within 28 working days of receiving everything they need. If information is missing or unclear, they will email you to request it, so watch your inbox. The 28-day clock starts when the file is complete, not when you first submit, and quick replies are the easiest way to speed the process along.5ATOL. I Want to Make a Claim
Approved claims are paid by bank transfer to the account details on the form. Quote the claim reference number from your confirmation receipt in any enquiries about the status of your refund.1Civil Aviation Authority. ATOL Claims Portal
Keep the 12-month deadline in mind. The Air Travel Trust only accepts claims submitted within 12 months of the ATOL holder’s failure date, and missing that window closes off the scheme entirely.1Civil Aviation Authority. ATOL Claims Portal If you paid by credit card, a separate route through your card provider under consumer credit protections may still be open, but that is a different process with its own rules and timelines.