to customers if a supplier fails. The Flight-Plus arranger will be required to replace that part of the holiday or provi
GU I DE TO FI NAN CIAL PROTECTION N OT E - F O R G U IDA NC E PU RPOS ES ONLY
AM I FINANCIALLY PROTECTED?
WHAT AM I BOOKING AND HOW?
NO
BOOKED DIRECT
Scheduled & Low-cost Flight Only(Non ATOL) Example: British Airways or Easyjet
MAYBE
HOW AM I PROTECTED?
YES
Not protected in the event of airline failure 5
Not protected in the event of airline failure BOOKED VIA TRAVEL AGENT
Maybe protected in the event of agent failure 1
Not protected in the event of airline failure BOOKED VIA ABTA TRAVEL AGENT
Maybe protected in the event of agent failure 1
BOOKED DIRECT Charter Flight Only or Scheduled Flight Only sold from a consolidator (ATOL Protected)
Flight only ATOL Protection Protected in the event of supplier or agency failure
BOOKED VIA TRAVEL AGENT
Example: Thomas Cook or Gold Medal BOOKED VIA ABTA TRAVEL AGENT
BOOKED DIRECT
Other (Transfer, Car Hire, Accommodation, Rail or Coach Ticket Only)
This applies to Charter f lights sold by an ATOL holder and Scheduled f lights sold by an ATOL licenced consolidator. It provides consumers with f inancial protection in the event that ATOL holder ceases to trade.
Not protected in the event of supplier failure 5
Not protected in the event of supplier failure BOOKED VIA TRAVEL AGENT
Maybe protected in the event of agent failure 1
Example: Avis or Booking.com
Not protected in the event of supplier failure BOOKED VIA ABTA TRAVEL AGENT
Maybe protected in the event of agent failure 1
Protected in the event of supplier failure
BOOKED DIRECT
Other Supplied by ABTA/PSA bonded Supplier (Transfer, Car Hire, Accommodation, Cruise, Ferry, Rail or Coach Tour Packages)
ABTA or PSA Protection Protected in the event of supplier failure BOOKED VIA TRAVEL AGENT
Maybe protected in the event of agent failure 1
This provides customers with f inancial protection in the event that an ABTA Bonded or PSA Bonded supplier ceases to trade.
Example: Shearings Holidays or Royal Caribbean Protected in the event of supplier failure
BOOKED VIA ABTA TRAVEL AGENT
Maybe protected in the event of agent failure 1
BOOKED DIRECT Flight Inclusive Tour Operator ATOL Package Example: Cosmos Holidays
Package ATOL Protection Protected in the event of tour operator or agency failure
BOOKED VIA TRAVEL AGENT
This provides consumers with f inancial protection plus liability by the ATOL holder under the Package Travel Regulations.
BOOKED VIA ABTA TRAVEL AGENT
ATOL Flight-Plus accredited body or ATOL Licensed BOOKED VIA TRAVEL AGENT Non ATOL Licensed
Not Protected 3
Flight-Plus ATOL Protected From same website Dynamic Package with Flight-Plus Accommodation 2 Example: travelrepublic.com
BOOKED VIA ONLINE AGENT Using Click-Through Websites 6
Protected in the event of supplier and agency failure
Not Protected 4
ATOL Flight-Plus accredited body or ATOL Licensed
This provides consumers with f inancial protection in the event that any of the suppliers booked cease to trade, but does not extend Package Travel Regulation cover. The Flight-Plus arranger has a f inancial obligation to customers if a supplier fails. The Flight-Plus arranger will be required to replace that part of the holiday or provide a refund for the whole arrangement to the customer.
BOOKED VIA ABTA AGENT Non ATOL Licensed
Not Protected 3
Travel Counsellors 100% f inancially protects all bookings ATOL - If an agent has an ATOL license, only products sold under the ATOL license are protected. You should always receive an ATOL certif icate at the time of booking showing what is covered.
GENERAL
• • • •
KEY
Four main issues to consider Who the customer books through? Who the customer is in contract with? What has the customer booked? When did the customer book?
When a customer books through a Travel agent the agent places that booking with a supplier, the customer is then in contract with that supplier (not the agent). The protection therefore is derived from that contract. More recently the trend is that agents are more likely to "tailor-make" a holiday to give the customer more choice and a better price. But increasingly these individual component parts are booked through an agent with suppliers that are not f inancially protected or the contract is valid yet unable or diff icult to be enforced.
1 Only if the online/agent has passed customer money to the supplier and a principal contract is in place. Customers should be in receipt of a conf irmation invoice or the airline ticket or supplier voucher. 2 Flight Plus Accommodation is where a consumer requests to book a f light with accommodation and/or car hire at the same time, or within one day, and is not ATOL package holiday. This excludes UK domestic only f lights. 3 No entity is able to offer Flight-Plus ATOL Protection if they are not an accredited body or do not hold an ATOL License. 4 Individual components maybe protected, i.e. - ATOL charter f light only. Customers would not have linkage protection under Flight-Plus ATOL.
5 In some circumstances and with certain caveats credit cards may be used to f inancially protect the customer. However the industry charges the customer for the use of credit cards
6 When a customer books on one website and is then directed to another website and books further products.
Some travel agents may provide f inancial protection via a trust scheme, however customers should check their credibility.
