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My travel company has gone out of business

What can I 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:

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 Link opens in a new window.

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 Link opens in a new window.

If you do all the above and still get no joy, it’s possible we can help you, providing you paid for some or all of your holiday on your Virgin Money or Virgin Atlantic Credit Card.

To start your claim, please complete our online dispute form Link opens in a new window.

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 make a claim:

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.

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 Link opens in a new window.

If you do all the above and still get no joy, it’s possible we can help you, providing you paid for some or all of your holiday on your Virgin Money or Virgin Atlantic Credit Card.

To start your claim, please complete our online dispute form Link opens in a new window.

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 Link opens in a new window.

If your flight isn’t covered by ATOL we may be able to help you get your money back, providing you paid for some or all of your holiday on your Virgin Money or Virgin Atlantic Credit Card. To start your claim, please complete our online dispute form Link opens in a new window.

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, providing you paid for some or all of your holiday on your Virgin Money or Virgin Atlantic Credit Card. To start your claim, please complete our online dispute form Link opens in a new window.

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