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Travel Regulators - ATOL - CAA
If you're planning to travel or book a holiday abroad, it makes sense to deal with a professional operator belonging to one of the reputable travel organisations which follow recognised procedures in the event of complaints or problems.
Companies selling air travel in the UK are required by law to hold Air Travel Organiser's Licences (ATOLs) which guarantee certain rights to passengers, this is enforced and administered via the Civil Aviation Authority CAA . This protection will be included in the price of your flight if you book through an ATOL holder. The Consumer Advice pages of the Civil Aviation Authority website has useful information explaining what ATOL (Air Travel Organisers' Licensing) protection means to you.
ATOL protects you from losing your money or being stranded abroad. It does this by carrying out checks on the tour operators and travel organisers it licenses, and requiring them to take part in a financial guarantee scheme managed by the Air Travel Trust (ATT) which provides the funds to protect customers should a firm fail. In some cases a licence holder will also provide a bond, which is lodged with the ATT and provides additional funds. If a tour operator goes out of business, the CAA will ensure you do not lose the money you paid over, or if you're abroad, we'll arrange for you to finish your holiday and fly home.
The cost of taking care of customers if an ATOL tour operator fails is usually met from the bond the company would have lodged with the CAA before its ATOL was issued. The bond is a fixed sum of cash provided by a bank or insurance company linked to the amount of business the company undertook.
If an ATOL tour operator fails the CAA can draw on this money. The CAA also has a team of people ready to help the company’s customers, whether they are abroad or yet to travel. It is important to note that ATOL only covers air holiday packages and some flight only arrangements bought from tour operators, such as charter flights. For more information on the pitfalls of DIY holidays where the flights and accommodation are booked individually. Look for the ATOL logo on the website or brochure.
Customers On Holiday
For those customers abroad the CAA need to find out whether they are likely to have any problems staying in their holiday accommodation. If, for example, the tour operator had not made payments for accommodation, it is possible that customers will not be able to continue their stay; they may be asked to pay for the accommodation themselves. You should take the ATOL Confirmation Invoice you received from the ATOL holder. This will confirm your entitlement to ATOL protection should your tour operator fail.
See the ATOL FAQ page for more information on common questions
Check if your Air Travel or Package Company holds an ATOL licence
The Civil Aviation Authority Authority (CAA) is the UK's consumer watchdog for the airline industry. The CAA is the UK's independent specialist aviation regulator. Its activities include economic regulation, airspace policy, safety regulation and consumer protection. The CAA’s Role - The CAA works to avoid customer inconvenience and distress by contacting accommodation suppliers of the failed tour operator and making the necessary arrangements to ensure customers can complete their stay and link up with their return flights. If an accommodation supplier insists on payment from customers, the CAA will organise a refund to them when they return to the UK.
The relevant part of the CAA is the Consumer Protection Group (CPG) that regulates UK tour operators and airlines and enforces EC consumer regulations including Denied Boarding, Cancellation and Delay and Reduced Mobility access. It also provides information and advice on consumer travel issues such as airline insolvency and tour operator failure.
The responsibilities of the Consumer Protection Group (CPG) are to:
- Regulate the finances and fitness of travel organisers selling flights and package holidays in the UK.
- manage the UK's largest system of consumer protection for travellers, Air Travel Organisers' Licensing (ATOL).
- license UK airlines and enforce European Council requirements in relation to their finances, nationality, liability of passengers for death or injury and insurance.
- enforce certain other legal requirements and codes of practice for protection of airlines' customers.
More Consumer Information
Baggage Cancellation Check-in, security and departure Delay Denied Boarding including overbooking Downgrading Financial protection In-flight services Missed connections ABTA CAA AITO ATOL Passports, Visas and Photo ID Schedule changes Tickets and fares How to complain Travel Insurance Airport Parking Travel Money Your Ideal Holiday Legal Process for Complaints Hand Luggage Luggage Allowance