How you’re protected — by how you booked
The first thing to work out is which scheme covers you, because it decides where you claim:
| You booked… | Protection | What you get |
|---|
| A package holiday with a flight (flights + accommodation/car together) | ATOL (run by the CAA) | Refund if you haven’t travelled; if you’re abroad, you can finish your holiday and be flown home. |
| A package holiday without a flight (e.g. coach/rail + hotel) | ABTA / Package Travel Regulations bond | Refund if not yet travelled, or help completing the trip / getting home. |
| A flight only, direct with an airline | Not ATOL | Claim via your card (Section 75 / chargeback) or travel insurance with airline-failure cover. |
| Separate parts you put together yourself | Varies — may be a “linked travel arrangement” or unprotected | Check each booking; card/insurance may be your route. |
Check your ATOL Certificate
If your trip is ATOL protected you’ll have been given an ATOL Certificate when you paid. Dig it out — it’s your proof for a claim. No certificate usually means it wasn’t an ATOL package (so card or insurance is your route).
How to claim
- ATOL (package with a flight): complete an ATOL claim form on the Civil Aviation Authority (CAA) website. You’ll need your ATOL Certificate, booking confirmation and proof of payment. If you’re abroad when the firm fails, follow the CAA’s instructions for that failure — arrangements are usually made so you can stay and fly home.
- ABTA (package without a flight): claim through ABTA (or whichever approved scheme the operator used). Send all paperwork and receipts.
- Flight-only / unprotected: claim through your credit card under Section 75 (for anything costing over £100), or chargeback on a debit card, and/or your travel insurance if it includes “scheduled airline failure” / “end supplier failure” cover. See our Section 75 & chargeback guide.
Claims commonly take around 6–8 weeks and refunds are usually paid by bank transfer (BACS). Send complete evidence first time to avoid delays.
Don’t double-claim — but do have a backup
You can’t be paid twice for the same loss, but it’s sensible to know your fallback: if an ATOL/ABTA claim is somehow declined, a card claim (Section 75/chargeback) or travel insurance may still cover you. Keep every receipt for extra costs you had to pay (e.g. replacement accommodation).
Source verification
Primary sources: the Civil Aviation Authority (ATOL), ABTA, GOV.UK and Citizens Advice. Last verified 21 June 2026. Confidence: High — ATOL (CAA-run) protects package holidays that include a flight (refund if not travelled; stay and flight home if abroad), claimed via the CAA ATOL claim form with the ATOL Certificate + proof of payment; ABTA and the Package Travel and Linked Travel Arrangements Regulations 2018 protect package holidays without a flight; flight-only airline bookings aren’t ATOL protected, so card (Section 75 over £100 / chargeback) or travel insurance with airline-failure cover is the route; claims commonly take ~6–8 weeks and pay by bank transfer. SortedUK is independent — not a travel company or the CAA/ABTA — and this is general information, not legal advice. Check the official failure notice for your operator.
Travel company failures — common questions
How do I know if my holiday is ATOL protected?
If it’s a package including a flight booked through a UK tour operator, it should be — and you’ll have an ATOL Certificate from when you paid. If you only booked a flight directly with an airline, it’s not ATOL protected; use your card or travel insurance instead.
My airline went bust and it was flight-only — can I get my money back?
Possibly, but not through ATOL. Claim via Section 75 (credit card, over £100) or chargeback (debit card), and check whether your travel insurance includes scheduled airline failure cover. Keep your booking confirmation and proof of payment.
I'm abroad and my tour operator has collapsed — what do I do?
If you’re ATOL protected, you’re usually able to stay and be flown home — follow the CAA/ATOL instructions for that failure rather than booking and paying for everything yourself. Keep receipts for any costs you do have to cover.
How long does a refund take?
Around 6–8 weeks is typical once you submit a complete claim, paid by bank transfer. Sending all your paperwork and receipts up front helps avoid delays.