ATOL Protection Claim Letter: Free Template and What to Include

If you need to submit claim under ATOL protection following tour operator failure, a written letter is the recommended first step — it creates a clear record and shows you're pursuing the matter formally. Below is what a strong atol protection claim letter should include.

What this letter needs to cover

• Reference the Air Travel Organiser's Licence scheme administered by the Civil Aviation Authority
• Set out the amount paid and what was booked
• Attach booking confirmation if possible
• Request full reimbursement or alternative arrangements
• Say that ATOL refund claims are made online through the Civil Aviation Authority

What ATOL protection actually covers

If you booked a package holiday or flight-inclusive trip through an ATOL-protected company that has since ceased trading, you're entitled to protection covering refunds for trips not yet taken, or repatriation and continued accommodation if you're already abroad when the failure happens.

What this letter or claim needs to cover

• Your booking reference and confirmation of ATOL protection (check your booking confirmation for the ATOL certificate)
• Details of the failed company and what you'd paid for
• Whether you're claiming for a future trip (refund) or were already travelling (repatriation costs)
• Supporting documentation — booking confirmation, payment evidence, and the ATOL certificate

How ATOL claims are actually processed

Claims are handled by the Civil Aviation Authority, not the failed company itself — the CAA administers the ATOL scheme specifically to protect consumers when travel companies collapse, and has a structured claims process separate from ordinary consumer complaints.

Frequently Asked Questions

How do I know if my booking was actually ATOL protected?
You should have received an ATOL certificate at the time of booking — check this document, or contact the CAA directly if you're unsure whether your specific booking was covered.

What if I paid by credit card as well as having ATOL protection?
You may have overlapping protection through Section 75, though you generally can't claim twice for the same loss — ATOL claims and credit card protection are separate routes to the same underlying compensation.

[Your Name]
[Your Address]
[Your Postcode]
[Your Phone Number]
[Your Email Address]
Civil Aviation Authority - ATOL claims
[Address - or use the CAA's online ATOL claim form]
[Date]

Dear ATOL Claims Team,

Subject: ATOL claim – Booking Reference: [Booking Reference]

I am making a claim under the ATOL scheme after [Name of failed travel company] stopped trading.

I booked a package holiday with them on [Date of Booking]. It was due to run from [Start Date] to [End Date] at [Destination/Hotel]. I have enclosed my ATOL Certificate (number [ATOL Certificate Number]), which I was given when I booked.

Because the company has stopped trading, the holiday cannot go ahead. I am claiming a refund of all the money I paid:
• Total paid: £[Total]
• Payment method: [e.g. Debit Card / Credit Card / Bank Transfer]
• Date(s) paid: [Date(s)]

Please confirm you have received my claim.

Yours sincerely,

[Your Signature]
[Your Printed Name]