How to make a claim in the event of a failure
For customers whose ABTOT-protected travel company has ceased trading
This page is for customers affected by a Member failure.
It is not for escalating complaints to a Member. Please see Help with Members’ customer complaints.
Follow the steps below to avoid delays to refunds or repatriation.
What to do first
- Contact your travel company
Raise any concerns with your travel company in the first instance. - Check the company’s website
Guidance may be published there following a failure. - Check ABTOT updates
Once a Member failure is confirmed, ABTOT publishes claims and repatriation guidance. See Member failures Archives – ABTOT
If you cannot contact your travel company
Contact ABTOT and confirm you are a customer of an ABTOT Member:
- Office hours: 020 7065 5311 (Mon–Fri)
- 24/7 helpline: 01702 811397
Claims handling
ABTOT may appoint third-party claims handlers.
You will need to provide proof of payment, such as invoices, receipts, or relevant correspondence.
What ABTOT protection covers
- Non-flight holidays (where you have not travelled)
- Flight-inclusive holidays with ATOL Franchise Members
- Accommodation-only bookings (where covered under the Member’s booking conditions)
What ABTOT protection does not cover
- Additional costs, including travel insurance or car hire
If you paid by debit or credit card, you may be directed to claim under Section 75 or the Chargeback Scheme. Guidance will be provided if applicable.