How to make a claim in the event of a failure

  • What should you do?

    If you have any concerns about a holiday you have booked with an ABTOT member, or you are currently abroad and become aware that they have suffered financial failure, please try to speak to your travel company in the first instance.

    Have a look at your travel company’s website to see if they have posted guidance on what to do.

    If you’re unable to make contact with your travel company, you can call us 020 7065 5311 (during office hours Mon – Fri) or alternatively call our 24/7 helpline on 01702 811397 and advise you are a customer of an ABTOT member.

    When we are aware of a Member failure, we will post detailed guidance on the website in the Member Failures section. 

    ABTOT may appoint third party claims handlers and either ABTOT or the claims handlers will need documentary proof of any payment made by you to the Member travel organiser (e.g. invoices and receipts and relevant correspondence).

    The ABTOT travel bond will not cover extra holiday costs such as travel insurance or car hire. Unless the Member is an ATOL Franchise Member, the ABTOT travel bond will not cover flight inclusive packages. Unless specifically stated as being protected in the claims guidance and Member booking conditions, the ABTOT travel bond will not cover single element bookings such as accommodation only bookings. 

    If you paid for your booking by debit or credit card, dependant on the merchant services provider, we may redirect you to make a claim under Section 75 of the Consumer Credit Act 1974 or under the Chargeback Scheme. If this is the case we will provide guidance and support in making your claim. 

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