My travel company has gone out of business
Here's what you can do
It’s always a shock when a travel company collapses. The main thing now is to make sure you either get to travel as planned, or get your money back. We’ve put together this info to help you identify the kind of trip you’ve booked, so you know what you need to do to get things sorted.
Package holidays (including flight)
If you’ve not yet travelled, contact your tour operator, accommodation provider and/or your flight provider or airline. They’ll check if your booking is still in place. If it is, you should be able to take your holiday as planned.
If you need to claim:
Step 1. Contact the Air Travel Organisers Licensing (ATOL) scheme
If the company you booked with is an ATOL member, the cost of your trip is covered. You should be able to claim through ATOL providing:
- The ATOL member went out of business since you booked your trip and you haven’t travelled yet.
or
- They stopped trading while you were abroad, which meant your trip was disrupted or your flight back to the UK got cancelled.
If you were given an ATOL certificate when you booked your holiday, read it carefully. It explains what to do.
For further info on ATOL or how to claim through them, please visit www.caa.co.uk.
Step 2. Check your travel insurance
Your travel insurance may cover you if your travel company goes under. Check your policy to see if it includes ‘end-supplier failure’.
If it does, you may be able to claim if companies you have booked through (such as your airline, car hire company or accommodation supplier) fail. For more on that, see our travel insurance FAQs.
Step 3. Dispute via your Yorkshire Bank credit or debit card
If you haven’t received the refund you were expecting, you should try to get in touch with the company you booked with. If you haven’t heard back from them or they’re refusing to refund you, we may be able to help you recover some, or all of your money. Just fill in our online dispute form and we’ll be in touch.
Package holidays without a flight
If you’ve not yet travelled, try and contact your tour operator, accommodation provider and/or your flight provider or airline. They’ll check if your booking is still in place. If it is, you should be able to take your holiday as planned.
If you need to claim:
Step 1. Contact your trip’s bonding authority
There are different bonding authorities who cover different types of holidays, such as ABTA (Association of British Travel Agents) or CPT (Confederation of Passenger Transport). Please check your travel documents to confirm which one is covering your booking, and get in contact with them first.
If you were given a bonding certificate when you booked your holiday, read it carefully. It explains what you need to do.
Step 2. Check your travel insurance
You may be able to claim through your travel insurance if your travel company goes under. Check your policy which will tell you. For more info, see our travel insurance FAQs.
Step 3. Dispute via your Yorkshire Bank credit or debit card
If you haven’t received the refund you were expecting, you should try to get in touch with the company you booked with. If you haven’t heard back from them or they’re refusing to refund you, we may be able to help you recover some, or all of your money. Just fill in our online dispute form and we’ll be in touch.
Flight only (tour operator)
If you booked your flight through a tour operator who only does flights, it may be covered by the Air Travel Organisers Licencing (ATOL).
Check your ATOL certificate if you have one, as it explains what to do. For further information on ATOL protection or how to make an ATOL claim please visit www.caa.co.uk.
If your flight isn’t covered by ATOL we may be able to help you get your money back. To start your claim, please complete our online dispute form.
Flight only (airline)
If you bought your flight direct from your airline, ATOL won’t cover it. However, we may be able to help you get back the cost of your flight.
To start your claim, please complete our online dispute form.
You can find impartial information and guidance on money matters on the “MoneyHelper” website.
Yorkshire Bank is covered by the Financial Services Compensation Scheme (FSCS), Find out more.