Your rights if an airline or travel company goes bust

Find out what financial protection is available in the rare event of an airline or travel company going bust. Your level of protection will vary depending on whether you’ve booked a package holiday or made your own arrangements. Make sure you have asked the right questions before you book.

Air Travel Organisers' Licence (ATOL)

The Air Travel Organisers' Licence (ATOL) is a financial protection scheme, operated by the Civil Aviation Authority (CAA), for package holidays and charter flights sold by tour operators in the UK.

Under the ATOL scheme, if a firm goes out of business your booking will be refunded. If it happens when you are abroad you will be able to finish your holiday and fly home.

You can check if your tour operator has an ATOL.

Package holidays

All companies selling package holidays must offer protection, to prevent you losing money and to help you sort out any practical problems should they or the airline you’re flying with go bust.

Tour operators selling package holidays by air must hold an Air Travel Organiser’s Licence (ATOL). Your invoice from the tour operator will show that you are ATOL-protected. This is an important document. Keep it safe and take it with you in case you need to prove that you’re covered.

Find out more about package holidays.

Flights Plus  

ATOL also protects flights sold with overseas accommodation or car hire. These are known as Flight Plus bookings. Similar to a package holiday you will receive an ATOL certificate. Remember to keep it safe and bring it with you in case you need it.

Find out more about Flights Plus holidays.

Your rights with ATOL

If you are abroad on a package holiday or flights plus holiday and your airline fails, your tour operator will take care of you at no extra expense.

If an airline fails before you travel, your tour operator must offer a replacement holiday or a refund.

If the tour operator fails, and it has an ATOL you will:

  • get home if you are already on holiday
  • get a full refund if you have not yet travelled

Usually you will be able to return home as planned, on the same date and to the same UK airport.

Occasionally you may need to extend your holiday by a few days or fly back to or from a different airport. You won’t be charged again for your return flight or for any extra transport you need because of a change of airport.

Making a claim with ATOL

You can find out more about making a claim with ATOL at the link below.

Independent travel

If you book a flight directly with the airline, you will not be covered by ATOL. If the airline you booked with goes bust, you will need a return flight with another airline. If there is a delay or no other airline flies the same route, you may need to book a hotel or do some extra travelling at one or both ends of your journey. You will have to make and pay for these arrangements yourself.

Some airlines offer reduced ‘repatriation fares’ for stranded passengers. These are usually available, by telephone only, within a few hours of an airline going bust (but maybe not immediately) and last about two weeks.

For ordinary fares, you can check with other airlines, online travel sites, local travel agents, or ask at airport information or ticket desks.

Claiming a refund

You may be entitled to a part or full refund if you booked your original flight:

  • with a company other than the airline itself - contact the company before buying a replacement flight
  • using a credit or Visa debit card – contact your card issuer

If you paid money to an airline that has gone into administration, you can try claiming from the appointed Administrator.

If you’re worried about something like this happening you can take out extra travel insurance if you think it is worthwhile. Find out more about travel insurance for independent travellers.

Travelling out of the Republic of Ireland

If you're flying out of an airport in the Republic of Ireland, you can visit the Commission for Aviation Regulation website and find out about the financial protection they may offer if things go wrong.

Share this page

What do you want to do?
What is your question about?
Do you want a reply?
Your email address
To reply to you, we need your email address
Your feedback

We will not reply to your feedback.  Don't include any personal or financial information, for example National Insurance, credit card numbers, or phone numbers.

This feedback form is for issues with the nidirect website only.

You can use it to report a problem or suggest an improvement to a webpage.

If you have a question about a government service or policy, you should contact the relevant government organisation directly as we don’t have access to information about you held by government departments.

You must be aged 13 years or older - if you’re younger, ask someone with parental responsibility to send the feedback for you.

The nidirect privacy notice applies to any information you send on this feedback form.

Don't include any personal or financial information, for example National Insurance, credit card numbers, or phone numbers.

Plain text only, 750 characters maximum.
Plain text only, 750 characters maximum.

What to do next

Comments or queries about angling can be emailed to anglingcorrespondence@daera-ni.gov.uk 

What to do next

If you have a comment or query about benefits, you will need to contact the government department or agency which handles that benefit.  Contacts for common benefits are listed below.

Carer's Allowance

Call 0800 587 0912
Email 
dcs.incomingpostteamdhc2@nissa.gsi.gov.uk

Discretionary support / Short-term benefit advance

Call 0800 587 2750 
Email 
customerservice.unit@communities-ni.gov.uk

Disability Living Allowance

Call 0800 587 0912 
Email dcs.incomingpostteamdhc2@nissa.gsi.gov.uk

Employment and Support Allowance

Call 0800 587 1377

Jobseeker’s Allowance

Contact your local Jobs & Benefits office

Personal Independence Payment

Call 0800 587 0932

If your query is about another benefit, select ‘Other’ from the drop-down menu above.

What to do next

Comments or queries about the Blue Badge scheme can be emailed to bluebadges@infrastructure-ni.gov.uk or you can also call 0300 200 7818.

What to do next

For queries or advice about careers, contact the Careers Service.

What to do next

For queries or advice about Child Maintenance, contact the Child Maintenance Service.

What to do next

For queries or advice about claiming compensation due to a road problem, contact DFI Roads claim unit.

What to do next

For queries or advice about criminal record checks, email ani@accessni.gov.uk

What to do next

Application and payment queries can be emailed to ema_ni@slc.co.uk

What to do next

For queries or advice about employment rights, contact the Labour Relations Agency.

What to do next

For queries or advice about birth, death, marriage and civil partnership certificates and research, contact the General Register Office Northern Ireland (GRONI) by email gro_nisra@finance-ni.gov.uk

What to do next

For queries about:

If your query is about another topic, select ‘Other’ from the drop-down menu above.

What to do next

For queries or advice about passports, contact HM Passport Office.

What to do next

For queries or advice about Penalty Charge Notices (PCNs), including parking tickets and bus lane PCNs, email dcu@infrastructure-ni.gov.uk

What to do next

For queries or advice about pensions, contact the Northern Ireland Pension Centre.

What to do next

If you wish to report a problem with a road or street you can do so online in this section.

If you wish to check on a problem or fault you have already reported, contact DfI Roads.

What to do next

For queries or advice about historical, social or cultural records relating to Northern Ireland, use the Public Record Office of Northern Ireland (PRONI) enquiry service.

What to do next

For queries or advice about rates, email LPSCustomerTeam@lpsni.gov.uk

What to do next

For queries or advice about  60+ and Senior Citizen SmartPasses (which can be used to get concessionary travel on public transport), contact Smartpass - Translink.