May 25, 2011

Posted by in Trip Advice | 35 Comments

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How to book your holiday with confidence

We’ve all seen the stories of companies collapsing in the peak holiday period with holidaymakers stranded and facing paying again for a new trip. The last thing that any of us want when we book our holidays is disruption for unforeseen circumstance outside of our control, yet add in troubles from strikes, ash clouds and snow and the Great British travelling public have had a lot to contend within the last few years.

And recent news around the political problems in Tunisia and Egypt have led to even more news coverage of holidaymakers having their trips curtailed or cancelled and emergency flights to bring them home.

This week we have seen the announcement of proposals to reform the ATOL protection scheme – it’s all becoming a nightmare for customers to understand what to do.

The ATOL logo

Despite the drama of events like this, the vast majority of us never experience any problems with our bookings. However there are some easy steps that you can take whenever you make your holiday plans to help your booking go as smoothly as possible, whatever life throws at you.

In this article we tell you about our Three Golden Rules, we answer your Questions and give you some Top Tips for how to go about making your booking safer

Let’s start with our Three Golden Rules;

  1. Book an ATOL protected trip wherever you can – essentially place the booking for as much of your trip as possible with one company where an invoice is issued to cover the entire cost of the trip with one total price for your holiday. The company should hold an ATOL (Air Tour Operator’s Licence) from the CAA (Civil Aviation Authority) in order to sell on this basis.  ATOL’s are usually held by Tour Operators and their holidays are sold either direct of via travel agents. Some travel agents also hold these licences to allow them to package up trips and offer the full financial cover.
    The benefits of doing this are that the ATOL scheme ensures that if the company goes under you are entitled to a full refund under the scheme, or if you are already abroad you can continue on your holiday without any issues. Additionally, if a part of your trip goes wrong, the ATOL holder is responsible for sorting it out for you.
  2. Pay for your holiday by credit card – when you are not able to book a trip covered by ATOL you must pay for your transaction by credit card, whether you book direct or through a travel agent. This gives you protection under the Consumer Credit Act 1974 section 10. However you may well face paying credit card charges on your booking which obviously add cost to your break. Visa debit cards also offering the purchaser protection when companies go under.
    If you pay by cash, cheque, bank transfer, debit card or electron/pre paid cards then you do not receive cover under the consumer credit act should something go wrong. There is also no cover for transactions by credit card under £100 in value.
  3. Take out a travel insurance policy with End Supplier failure – This is a relatively new concept, however it allows you to be covered should elements of your holiday go wrong and you are faced with irrecoverable losses or additional costs when sorting out your holiday plans. You should buy a policy with this type of cover even when booking a package as it will cover all the other little pieces you have such as car parking that you often overlook. We tell you about the policies you can buy here.

So is it as simple as all that? Unfortunately not and there are a number of things that we get asked when customers are confused as to what to do. Here are some of the important ones.

Your Questions:
As long as I see the ATOL logo on a website, brochure or a travel agency then everything I book there is safe under the CAA ATOL scheme?

Unfortunately not. The key is that you must book a package (flight plus at least one other item) as one transaction with one total invoice that covers all of the pieces of your trip. This must have been sold direct to you by the ATOL licence holder or by an agent acting as an agent for the ATOL holder for the scheme to apply in the event of a failure.

So, don’t get lured into a sense of false security by seeing the ATOL logo on a website. For instance when Tui sells a package holiday of flight and accommodation on their web or in their shops you are covered by ATOL. However book accommodation only or any flights from the 1st November 2010 and you do not receive ATOL cover even though the website shows it.

Yesterday the Government announced deails of revisions to te current ATOL scheme to ensure that anyone selling a flight plus another item such as a hotel will have to have ATOL cover. They will also have to be transparent about the level of protection that you have and provide a clear document to explain this. However, these additional measures are not due to come into force until late 2011

How can I be sure the arrangements are covered by ATOL?
Firstly check that the company holds a valid licence or check that the licence they are showing is current. This can be done at the CAA website.
Secondly ask the question are my arrangements covered by ATOL of your travel agent or tour operator.

So what should I do if I am buying travel but there is no ATOL logo – is this safe?
What is safe? It is perfectly legitimate to book travel arrangements that are not ATOL covered. Most DIY trips are sold in this way by piecing together arrangements from different companies. However you must protect yourself by paying on credit cards or a Visa debit card and have a suitable travel insurance policy to give you piece of mind should things go wrong. This insurance cover must have End Supplier Failure as part of it.

Some travel agents offer their own financial protection cover, such as Travel Republic who has a total financial protection scheme should parts of a trip you book with them go wrong. Others will claim total financial protection but only cover the flight element, so be careful and ask questions if you are unsure.

I can never see the ATOL logo on airline websites or car hire companies. Why?
Most products are not ATOL covered as they are not a package of one price for a variety of travel arrangements.  Therefore they do not need an ATOL licence to trade, so airlines such as easyJet, Ryanair and British Airways do not need them. Neither do many other types of travel company selling ferry tickets, car hire and hotel rooms. In order to be protected with these types of bookings you should follow the credit card and/or travel insurance policy rule.

I don’t want to book an ATOL backed package. What should I do?

If you choose to make your own arrangements, read our article for handy hints on insurance and payment protection

So what is ABTA then?  I thought I always had to book with ABTA protection?

ABTA logo

ABTA is the Association of British Travel Agents who represents the industry members and offer financial cover should an agent you have paid money to go under. They ensure that all members operate under strict rules and guidelines to protect the customer when things go wrong.

However ABTA is not the same as the ATOL scheme and not all travel agents are ABTA members. There are two other schemes that offer membership to agents, the Global Travel Group and the Travel Trust Association (TTA). These also ensure that monies paid to their members cannot go missing if the agent goes under.
So you can book with either an ABTA member or a member of Global Travel Group or the TTA and know that the money you have paid to their agent members is safe and secure under their own financial protection scheme.

How does paying by Credit Card work?
The 1974 Consumer Credit Act ensures that if you do not receive your goods you can receive a refund from the credit card company. Therefore if a company goes under, you can claim back the cost of your flight, hotel etc from your card issuer. It helps if you have paid for the total cost of the travel arrangements on one card in one transaction but it is a fairly easy to process to follow.  More advice can be found on our sister company website.

How do I know if a travel insurance policy offers End Supplier Failure cover?
When buying a policy you need to look for wording such as Supplier Failure, Scheduled Airline Failure or End Supplier Failure cover in the level of cover on offer. Our sister site has some advice here on what to look for. Remember, the cheapest policies do not include this item in the cover, so a great example where the cheapest is not the best cover.

I already have a travel policy, Can I buy a separate policy to cover me for End Supplier Failure?
Yes indeed you can, our article above will help you to find companies that can offer cover from as little as £4 per person

Our Top Tips when making a booking

  • Always read the small print.  Before confirming your booking read the terms and conditions or booking conditions and ensure you know what they mean should you need to change or cancel your booking at a later date. Double check all dates and names too before clicking to book.
  • Check the cover you are receiving from your travel arranger. Is it ATOL covered or protected under any other scheme or do you need to arrange your own cover.
  • Always pay by credit card or Visa debit card where you can.
  • Always take out a travel insurance policy including end supplier failure from the moment you book your trip. You then receive cancellation cover immediately as well as the all important supplier failure clauses. Don’t leave it till just before you go away. Or consider an annual policy if you travel several times a year as it is cheaper.
  • Where possible book an ATOL covered package – although this will not suit all travel needs on every occasion
  • Check your documents before you travel. Whether it be passports in date, correct names on tickets or validity of your driving licence, check everything is up to date and correct and that you have all the things you need to travel before you leave. Don’t forget to check your dates and times as well as where you are booked to travel to and from.
  1. im really stressing because i put a cash deposit of 200 down to go to spain in may…however i will be be paying my whole balance in cash cos i dont use credit cards,,,,so will my holiday not be protected..this is at thomas cook…thet sed that cos i paid the lowest deposit option that i still have to pay it in full which makes it 525…but i get no holiday and loose that amount..i cant afford to do that im only parttime job and single parent…please help

    • Hi Sandra,

      As you have booked a package (flight + accommodation) with Thomas Cook (who are ATOL holders) you will be protected so there is no need to worry.

      I hope that helps.



  2. Hi

    I have booked a hotel through a website called and I have since read that customers sometimes have problems with hotels not being booked or being swapped to worse hotels at the last minute. I currently have no reason to doubt them but I am concerned as I dont want to turn up at the hotel with no reservation and be left paying for the full cost again or even having to move hotels(friends and family are in the hotel so this is not an option to me).

    What sort of cover do I need to take out to cover myself against having to pay for a hotel room again? I paid for it all on credit card so I can claim any money back from them but I dont want to be left paying twice as much for my room should they fail to provide the service.


  3. I’ve booked a holiday packege with easyJet and made a deposit of £600 but unfornately a serious situation has accured and i cant go on to this holiday is there a way i can get my money back asap? HELP PLEASE

  4. we have booked and paid for a trip to goa in india for our 20th wedding anaversary , we found out after we paid the full amount that we need a visa for india , now we have never been on holiday before , we did not even have a passport so we never really knew anything about going abroad , now we have applied for our visa’s and there should be no problem getting them but if we dont get them and cant go on holiday what will happen to the money we have paid wich was nearly £2000 , we booked with thomas cook , i am very worried incase we dont get our visa’s which cost us another £100 , then the passports we had to pay for , its all added up so you can imagine my fears , will we get our money back in full or will they offer us a new holiday , your help would be greatly appreciated

  5. Katy J says:

    My holiday will cost £3000 , I paid a £300 deposit by debit card. I want to pay the remaining balance partly by debit card and partly by visa. To qualify for the protection that visa payment offer how much do I have to pay on my Visa card.

  6. RACHEL says:

    We booked a holiday yesterday and paid for it now the company who are ATOL protected have called and said the price of the hotel has gone up and the baggage was not included and want nearly 200.00 more for the holiday. what can i do.

  7. sirs
    booking a flight only thro the above website they are asking for optional additional fees to atol protection and for a scheduled airline failure administration fee. are they really necessary or are they trying to sell you something that is not needed?

  8. martin says:


    I am booking a flight and hotel through virgin holidays, but I do not have my own credit card, if I use a friends card to pay the deposit, and use my own debit card to make the other payments will I be covered?



  9. Stella Chiotis says:

    Hi there, there is a charge of around £28 for booking Ryan air flights with a Visa Credit card, will a Barclays Visa Debit card give me the same benefits as a credit card?

  10. graham smith says:

    hi we booked our holiday at the travel agents to tunisia and paid deposit but have now read some very very bad reviews about hotel including prostitution activity in the hotel can we ask to change hotels we are with thomas cook

  11. Paid by credit card for holiday only to find ive been scamed is there anthing I can do

    • Hi there

      If your transaction by card is over £100, you should contact your card company and ask them to do a charge back for no delievery of the product. You should then be able to recover the monies.

      Let us know how you get on.


  12. I found this website through – I called them to book. I am really worried the company is not legit or something will go wrong, they say they have ATOL and are registered with TTA – not sure what to do?

  13. Julie says:


    We have just arrived from a weekend in Nice which we booked through Tour Center – flights & hotel. Outbound with Easyjet which booked in online and return with Monarch. When I tried to book in with Monarch it wouldnt accept my booking info so I phoned Tour Center and they told me MOnarch do not require online booking and I could do it at the airport.

    When we got to Nice Airport this morning the flight they had booked us on with Monarch had been withdrawn. This was done earlier in the year and Monarch say they contacted Tour Center with this information in June but did not get a reply. We could not get hold of anyone at Tour center and ended up paying £600 to fly home as most flights were full. I have emailed Tour Center asking for a refund of the £600 but they have not replied yet.

    What should I do if they dont reply or refund my money.

    • Hi there

      Tour Center claim on their website to be operating under CAA ATOL 3517 and I would imagine that they sold you this deal as part of a package covered by their ATOL licence.

      This requries them to find alternative flight arrangements for you should a flight they arrange no longer operate.

      The first thing is to complain to them. They are a travel agent

      They should acknowledge your complaint within a week and reply in full within 28 days.

      If they fail to reply adequately refer them to Citizens Advice or threathen them with taking out a small claims procedure to revoer your losses.

      They would appear to be clearly at fault here and should pay out.

      Kind regards


    • Hi there

      What an awful way to start your holiday. Im sure Thomson never intend for this kind of thing to happen, however it appears that they didn’t handle it as well as they could have done for you and your family.

      The first thing to do is to write to them and make a formal complaint. Make the point that you lost a day of your holiday for the travel delay. Their booking conditions are here; – these tell you how to make a complaint and also talk about travel delays. You should aslo tell them about the case and that you could not get food, I assume you asked if they could bring food to your room? If you hae receipts for food you purchased submit these as well.

      You should also ask them if they are paying out under EU261 flight delay compensation which runs as a separate issue to how they handled the delay itself.

      Finally check your travel inusrance to see if you can claim for travel delay on that. You will need a letter from Thomson to confirm your delay for this.

      I trust that once you arrived you enjoed your holiday and your journey back to the UK was trouble free.

      Do let us know how you get on.

      Kind regards


  14. Meera J says:

    My family and I traveled to Malta during the October half term. we booked scheduled flights via Vienna, using Austrian Airline to Vienna and Air Malta to Malta.Our luggage did not arrive for 2 days of our 5 day stay. We had to buy emergency supplies which we kept to a bare minimum. We now need to claim for these and the inconvenience. I booked these flights using my Visa debit card. Please can you advice as to whether we have any cover/ protection.
    Thank you

    • Hi there Meera

      There are two courses of action open to you.

      1. Contact Austrian Airlines Customer Services and file a complaint for your losses. I assume that you completed a PIR at Malta when your bags did not arrive and they gave you some guidance on what you could and could not buy.
      You should attach scanned in receipts for your purchases. They will then deal with you direct.

      2. You should check your travel insurance and if you have delayed baggage cover you can claim on that within one month of returning to the UK. You will need a letter from Austrian Airlines confirming the amount of time your bags were delayed in reaching you.

      Do let us know how you get on.

      Kind regards

  15. John Scott-A says:

    I am considering going to Burma. I have agreed the price with a tour operator in Burma who accepts payment by credit card, What protection would I enjoy if he fails to meet the required tours including the hotels and internal flights etc. but not international flights which I shall book separately here in the UK

    • Hi there

      You have no protection under CAA rules as this company is not registered in the UK.

      However, as long as the transaction is over £100 in value you have protection under the Consumer Credit Directive should either the company fail or if you arrive and they have not made your arrangments. However you may be then left with international flights and no holiday. Unless those flights are fully refundable you will be left holding those.

      I would also ensure you take out an insurance policy with End Supplier Failure cover to protect you in this instance.

      Have a great trip.


  16. I booked a holiday flights with Easy jet for a family holiday and have now found out that my sons partner is pregnant and will be 40 weeks by the time we fly which is against the airlines policy. they have said that we cannot get a refund, as we paid by Barclaycard does anyone know if we would be entitled to get cover from them.


    • Hi Joe,

      Thank you for your comment (and congratulations to your son and his partner).

      Does your son’s partner have travel insurance? If so, it is worth checking the terms and conditions of her policy (or ringing up the company she has bought it through) to find out if it covers this type of cancellation.

      If not, you could try the Barclaycard route (as long as you paid more than £100 for the flights on it). However, this is not a standard claim under the section 75 rules so you may have to appeal to their good will. If you are not happy with Barclaycard’s response, the Financial Ombudsman may also be able to help.

      Alternatively, could you change the date of your family holiday and travel before your son’s partner is over the airline’s travelling limit for pregnant women?

      Good luck. Let us know how you get on.

  17. Saffron2345 says:

    I have made direct contact with a 5*hotel I stayed in a few years ago and they have offered me a good rate for accommodation and half board as well as complimentary transfers to/from airport. They have provided me with their business bank account and requested I transfer in Dinars the full amount from my bank in UK. Credit cards usually give protection when purchasing from within the UK. Is this a safe option to deal direct?

    • Hi,

      Thank you for your comment.

      I’d suggest going back to your hotel and asking whether you can pay by credit card instead. This will give you financial protection should anything go wrong – and peace of mind in the run up to your holiday.

      If you pay by bank transfer or cash you won’t receive any financial protection (unless you book your hotel as part of an ATOL-backed package holiday).

      Have a great time in Dubai,

  18. Anonymous says:

    I am booking a villa but the company will only accept cash transfer or chequesunless a 45 syrcharge is paind to use credit or debit crads. The company is not ABTA or ATOL registered. Should I avoid this??

    • Good morning

      If you choose to pay by cash or bank transfer for travel products that are not ATOL or ABTA backeed then you have to accept that you have no protection at all should the company you are booking with go out of business or there be problems with the booking itself.

      You could ensure that you take out a travel insurance policy which has an End Supplier Failure cause, however this will only give you limited protection dependent on the ts and cs of your actual policy.

      The decision has to be yours.

      Kind regards


  19. Leanne says:

    I was wondering, if your passport says your name is say Maxwell, and you have booked your holiday under the name Max, will this be a problem?


    • Hi Leanne

      The general ruling is that passports and booking details should match as these are used for security verification by the authorities when we travel.

      My advice is to contact the holiday company and advise them that the full passport name is Maxwell and not Max. They may reserve the right to make an admin charge to do this as it is the responsibility of the person making the original booking to supply the correct information at the time the booking is made. However this is obviously not a name change and just a small oversight, so depending on the company they may waive any fee or they may insist on charging it.

      If you are travelling within the EU I doubt it would be an issue at any stage to leave it as it is, however we cannot guarantee that. So give them a call for peace of mind.

      Let us know how you get on.

      Kind regards


  20. Hi, I am about to book a holiday ( for October 2016 ) to Florida . Would you recommend paying the whole amout when I book or, pay the deposit and square up the remainder at the later date? It’s around £5000
    Many thanks

    • Hi there Ross

      It should make no difference other than your own cash flow. If its a package holiday covered by an ATOL then you are usually able to pay a deposit and then the balance around 8 to 12 weeks prior to travel. That of course gives you nearly a year and a half of interest of some form if you save the money rather than paying it all out now when you don’t need to. You could also pay the deposit now and save up the balance each month to allow you to pay the balance without having to go into your existing savings.

      Whatever you do, ensure you pay the deposit by credit card to give you financial protection for your holiday over and above anything from the tour oeprator. This needs to be at least £100 on your card.

      Kind regards


  21. Melanie Gray says:

    Hi can you help we were trying to book a holiday on line and the holiday was priced at 2150 we phoned the company to see if there was any hidden extras that may have to be paid and they said the dates and hotel was available but the price they said was double the girl went over the holiday dates times she couldnt understand why the price was different if we pay online will we get the holiday for the 2150 thanks

    • Hi there Melanie

      Can you tell me please the name of the company and which website you were looking at so I can try and work this one out?



  22. I have booked and paid for a flight to Peru but have now broken my leg. I had not yet taken out insurance as I am not due to fly until May (Silly me I know!!).I am told that it is not refundable. Is there anyway to get some, if not all, of the costs back?

    • Hi there Alli

      Hope you’re getting better. Unfortunately its one of the reasons we advise for taking travel insurance out. Oh well, next time eh!

      It all depends what you have booked. if you ahve booked a package holiday then you are subject to the terms and conditions of the tour operator. If you have just booked a flight then you can claim back some fo the taxes and fees, which varies from airline to airline. If you can tell me which airline you have booked and whether direct or through an agency I can advise further.

      Kind regards


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