by Web Business Solutions Ltd
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Travellers’ Information
Package Holidays & DIY holidays
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. The following is a list of the main regulatory bodies and protections schemes that provide consumer information and services.
In these times - the web and no-frills airlines being two key areas - it's even more important to know your holiday money is safe. Did you know that, when you book direct or via the web with a scheduled (including no-frills) airline, your money is not protected? Did you know that over 15 no-frills airlines have gone out of business in the last 24 months? Did you know that national carriers such as Swissair and Sabena have also ceased to trade?
In the last few months we have seen Zoom, XL and Silverjet all collapse leaving customers stranded abroad and tens of thousands of customers losing their money having paid in advance. Many have found that they were unable to claim it back (even when they have paid with a credit card, because there are so many exclusions with different credit card companies). See our page on your consumer rights with credit card companies.
The Package Travel, Package Holidays and Package Tour Regulations 1992 are overseen by the Government’s Department for Business, Enterprise & Regulatory Reform (BERR). These Regulations require organisers of package holidays to provide protection for your money and to bring you home if necessary.
A package holiday is a holiday that consists of two or more elements, e.g. transport and accommodation, that are sold to you as a package at an inclusive price.
If you book a package holiday that includes a flight, then your money must be protected under the ATOL scheme. This is operated by the Civil Aviation Authority (CAA). If you book a package holiday that doesn’t include a flight, then your money will be protected either by way of a bond held by a trade association, or by way of an insurance policy, or by placing your money into a trust account.
No Consumer Protection for Flights Booked directly
For flight-only tickets with scheduled airlines, the protection arrangements are rather confusing. They depend on where you buy your ticket and when the ticket is issued.
If you buy your ticket direct from an airline, there is no ATOL protection. Nor does the airline need to make any arrangements to protect your money. Unless you have made your own arrangements (see below), you will have lost your money if the airline fails. (At the time of writing, there is no scheme or legislation under which another airline can be obliged to carry you).
If you buy from a travel agent and receive your ticket immediately or within 24 hours of payment, this transaction is not covered by ATOL. If the airline fails, you will be in the same situation as if you had bought your ticket from the airline itself (see above).
If you buy from a travel agent and you do not get your ticket immediately or within 24 hours, the agent must provide you with a document which must tell you either:
- the name of the company that has given a legal undertaking to the CAA that it has made arrangements to protect passengers' money in the event of scheduled airline failure; or
- that the agent has arranged separate scheduled airline failure insurance, the cost of which has been added to the fare; or
- that no arrangements have been made to protect your money against failure of the airline.
Full Documentation
If a protection scheme is in place for your money, it’s important that you obtain and keep all relevant paperwork so that you can make a claim for your money if necessary.
Travel Regulators
The Air Travel Organisers' Licensing (ATOL) Scheme regulates UK tour operators and provides financial protection to consumers. It is set up and overseen by the Civil Aviation Authority - a government body with statutory powers over anything to do with flying. More information on the protection provided by ATOL. More information on ATOL and CAA
ABTA
The Association of British Travel Agents (ABTA) is primarily a trade body. Formed in 1950 by 22 leading travel companies, ABTA now represents over 5,500 travel agencies and 900 tour operations, throughout the British Isles. Agents that are members of ABTA will display the logo, find out more about its consumer services and holiday protection.
AITO
Similarly, the Association of Independent Tour Operators (AITO), is an organisation representing over 150 of Britain's best specialist tour operators, offers an independent arbitration service if you have a complaint against an AITO member. But note that AITO will charge you for their services. AITO, along with ABTA, provided financial protection for holidays that are not covered by ATOL (those that don’t involve flights). For more information on AITO and their dispute service....
Trading Standards
The Trading Standards Institute (TSI) website gives generic (general and non-specific) advice about how to complain about goods and services. For specific advice and to get help over the phone it will redirect you to the Consumer Direct site see below.
Consumer Direct
New government sponsored organisation and website to promote Consumer Affairs they can offer specific advice over the phone. Link to Consumer Direct website.
Air Transport Users Council
I hate to say it but another quango. However their website is among the most helpful. The Air Transport Users Council (AUC) is the UK's consumer council for air travellers. It receives its funding from the Civil Aviation Authority (CAA), as an Auxiliary Group within the CAA corporate structure. It comprises a council of volunteer consumer representatives, supported by a salaried secretariat. Its purpose and functions are set out in its Terms of Reference. Here you can also find out how to complain if you're unhappy with the service you received. AUC may even take up your case if you've been badly treated by an airline and are not satisfied with the way your complaint has been handled.
It provides information on baggage problems, lost luggage, delayed luggage, cancelled flights, delayed flights, check-in and security information.
Baggage Information
Cancelled Flight
Delayed Flight
Other Flight Information
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