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| Q&A - when holiday companies go underPosted by Elliot |
This year has been a nightmare for the holiday industry, with airline strikes, the dreaded ash cloud, and now more recently the trend of package holiday firms going bust. With Kiss Airlines the latest victim, that makes three in the past two months, leaving thousands of clients stranded and others without a holiday.
We’ve put together the following information to assist anyone affected or those who may be at risk should this trend continue.
The tour operator I booked with has gone bust. How will this affect my booking?
In most cases clients can contact the travel agent they booked their holiday through for information, however if you still have issues then we recommend contacting the Civil Aviation Authority (CAA).
You can reach the CAA through their helpline: 0844 856 2585.
I’m already on holiday. What will happen to my return flight?
The CAA is the best source of up-to-date information in these circumstances. Their overseas number is 0044 203 441 0846. Give them a call to find out what you need to know about flights back to the UK.
Can I expect a refund?
This depends on which company you have booked with, and whether they hold an Air Travel Organiser’s License (ATOL). For example clients who booked with Goldtrail, are protected under the CCA’s ATOL scheme and are more than likely to be eligible to claim money back.
Please visit www.caa.co.uk for more details on whether you’re entitled to a refund and, if you are, how to go about obtaining it.
I’ve run up extra expenses due to problems with my tour operator. Will I be reimbursed?
You may be able to claim for extra expenses from your tour operator for things such as any additional nights’ accommodation in a hotel. But please contact them or the CAA for details.
My hotel is demanding additional payment. What should I do?
In the case of Goldtrail, some clients have reported that their holiday rep or hotel has claimed not to have received payment from the company and has asked/demanded that the client pays again.
The CAA states that clients should not have to pay a second time, and recommends that those asked who have been asked to should contact them as soon as possible, the CAA will then make arrangements with the hotel regarding this payment.
Customers who have already paid twice should, the CAA says, be entitled to a refund providing they can show receipts.
Are these issues covered by my travel insurance?
Insurers are very unlikely to pay if a claim has already been made under the ATOL protection scheme, although other expenses may be valid. Travellers are advised to read their policy details and consult with their insurer before claiming.
It’s been a turbulent year with strikes, volcanic ash, and now news that tour operator Goldtrail has collapsed. You may be wondering what you can do if your holiday doesn’t quite take off as expected.
Am I able to claim a full refund for my airport parking?
Clients who have taken out cancelation cover are eligible for a full refund on their parking fees, please see our support section for details.
Those clients, who have not taken advance of our cancellation cover, please contact our office via the support section and we will see what we can do for you.
Please note that non-amendable products such as Edinburgh Secure Airparks advanced are unfortunately non-refundable.
Manchester Airport are installing spy cameras that check registration numbers at their car parks after a huge surge in customers sneaking out of their car parks without paying.


