meet the team, faq's and more

your financial protection for flight packages

When you buy an ATOL protected flight or flight inclusive holiday from us you will receive an ATOL Certificate. This lists what is financially protected, where you can get information on what this means for you and who to contact if things go wrong.

We, or the suppliers identified on your ATOL Certificate, will provide you with the services listed on the ATOL Certificate (or a suitable alternative). In some cases, where neither we nor the supplier are able to do so for reasons of insolvency, an alternative ATOL holder may provide you with the services you have bought or a suitable alternative (at no extra cost to you). You agree to accept that in those circumstances the alternative ATOL holder will perform those obligations and you agree to pay any money outstanding to be paid by you under your contract to that alternative ATOL holder. However, you also agree that in some cases it will not be possible to appoint an alternative ATOL holder, in which case you will be entitled to make a claim under the ATOL scheme (or your credit card issuer where applicable).

If we, or the suppliers identified on your ATOL certificate, are unable to provide the services listed (or a suitable alternative, through an alternative ATOL holder or otherwise) for reasons of insolvency, the Trustees of the Air Travel Trust may make a payment to (or confer a benefit on) you under the ATOL scheme. You agree that in return for such a payment or benefit you assign absolutely to those
Trustees any claims which you have or may have arising out of or relating to the non-provision of the services, including any claim against us, the travel agent (or your credit card issuer where applicable). You also agree that any such claims may be re-assigned to another body, if that other body has paid sums you have claimed under the ATOL scheme.

your financial protection for non-flight packages

Should you prefer to buy your own flights and you are resident in either the UK or EU, then any funds given to us are protected by a Total Payment Protection Policy provided by Travel & General Insurance.

In compliance with The Package Travel Regulations 2018, an insurance policy has been arranged with Travel & General Insurance Services Limited (t&g), to protect customers’ prepayments in the unlikely event of our financial failure, and paid in respect of:

• Non-flight packages sold by the Policyholder as principal to the contract
• Non-ATOL flight inclusive bookings sold by the Policyholder as principal to the contract for:
• a refund of such prepayments if customers have not yet travelled, or
• making arrangements to enable the holiday to continue if customers have already travelled
• repatriation of customers as may be applicable, subject to the terms of the insurance policy.

Customers’ prepayments are protected by a topp policy.

In the unlikely event of financial failure please contact the claims helpline on 01702 811397. A copy of the policy is available on request.

To read the certificate of insurance, please click here.