Is your tour operator unable to pay and your holiday has been cancelled or cut short? Then it depends on how you booked and how you paid. This tool shows you the right path and creates the letter: the registration of your refund claims with the protection provider or insolvency practitioner, or the chargeback request with your card issuer.
Editorially reviewed on: 29/10/2026
Package holiday operators must protect their customers against their own insolvency. The basis is the Package Travel and Linked Travel Arrangements Regulations 2018 (implementing the EU Directive in the UK). In the event of insolvency, payments already made are refunded, and return journeys are secured for ongoing holidays. You receive proof of this protection as an ATOL certificate (or ABTA/TTA bond), usually as part of your booking confirmation. However, not everything is protected, and not every path makes sense for every payment method.
| Your booking | First point of contact | Additionally possible |
|---|---|---|
| Package holiday or Linked Travel Arrangement | Protection provider or administrator according to protection certificate | Chargeback / Section 75 for card payments, no double compensation |
| Standalone booking, card payment | Chargeback / Section 75 via your bank | Claim registration with the insolvency practitioner |
| Standalone booking, bank transfer or Direct Debit | Claim registration with the insolvency practitioner | For Direct Debit, reclaim via your bank (Direct Debit Guarantee), see guide below |
The protection certificate proves that your payments are secured and names the protection provider you should contact. You will usually find it in your booking confirmation or invoice, mostly in the section after the payment details. Keep it safe and have it ready when registering your claim. If it is missing, ask the operator, your online account, or the travel agent you booked through.
Often, the protection provider sets up its own process, with a refund form, evidence, and a deadline. You usually need the protection certificate, booking confirmation, and proof of your payments. If multiple people are travelling, a power of attorney from fellow travellers may be required. In practice, the protection provider does not always reach everyone affected, so check their website and register actively. The letter above serves as a registration or supplement to the form.
Standalone travel services, such as a flight only or just a hotel stay, are usually not protected by the package travel insolvency scheme. You can register your claim in the insolvency table with the insolvency practitioner (administrator/liquidator). Whether and to what extent money is paid out is uncertain and often takes a long time. The tool creates the registration for this. Check whether the insolvency court prescribes a specific form or procedure.
If you paid by credit or debit card, you can ask your bank to reclaim the payment because the service is not being provided due to insolvency. For credit cards, this is covered by Section 75 of the Consumer Credit Act 1974 (for amounts between £100 and £30,000), and for debit cards, it is a chargeback scheme run by the card networks. The bank checks if other protection applies. It is important that you are not compensated twice: inform the bank and protection provider about any refund received. For package holidays, the protection provider is usually the first point of contact. A chargeback or Section 75 claim can be an additional option, especially if the refund is delayed. General information on deadlines and the process can be found in our guide Reclaiming payments.
For ongoing package holidays, the return journey is part of the protection. Contact the emergency number of the protection provider or administrator and follow their instructions. Only pay additional costs after consulting them, keep all receipts, and claim additional costs later using the letter above.
In the event of insolvency, upcoming holidays are often cancelled. Clarify whether you want to accept alternative services offered and get the cancellation confirmed in writing. Only accept vouchers or rebookings if the protection is clearly regulated. You can find information on this in the notification from the protection provider.
This letter is suitable for any insolvent tour operator. Enter their name in the form. For current cases, we display notices and links at the top of this page if we have information available.
For package holidays and Linked Travel Arrangements, operators must protect their customers against insolvency. Payments already made are then refunded by the protection provider, and return journeys are organised for ongoing holidays. Standalone bookings, such as a flight only or just a hotel stay, are usually not protected.
The protection certificate (e.g. ATOL certificate) is the proof of insolvency protection for your package holiday. It is usually in the booking confirmation or invoice, mostly in the section after the payment details, and names the protection provider you should contact. Keep it safe.
In many cases, the protection provider contacts those affected or sets up a claims process, but in practice, they do not always reach everyone. Therefore, check the protection provider's website and register actively if necessary. For standalone bookings, you must register your claim with the insolvency practitioner.
This is possible if you paid by credit or debit card and the service is not provided due to insolvency. For credit cards, Section 75 may apply; for debit cards, the chargeback scheme applies. The bank checks if other protection applies, and double compensation is excluded. For package holidays, the protection provider is usually the first point of contact.
Standalone travel services are not protected by the package holiday insolvency scheme. You can register your claim with the insolvency practitioner, but whether and to what extent money is paid out is uncertain. If you paid by card, a chargeback or Section 75 claim via your bank is also advisable.
Contact the emergency number of the protection provider or administrator and follow their instructions. The return journey is part of the protection. Only pay additional costs after consulting them and keep all receipts so you can claim additional costs later.
Primarily use the forms and portals of the protection provider, if available, and adhere to deadlines. Only send copies of your documents and keep the originals. Secure your message with a timestamp and get confirmation of receipt. Inform other parties if you have already received money to avoid double payments.
Our guides and generators are based on the analysis of European directives, national travel law, and public administration information. They are developed by Marc (Project Management) & Team to enable travellers to carry out structured self-help for travel problems.
Important notice: This page does not provide individual legal advice. Procedures, deadlines, and responsibilities in the event of insolvency arise from the communications of the protection provider and the insolvency court.
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Whether it's a flight delay, hotel defect, or operator bankruptcy - here you will find the right guide and template letter for almost any travel situation.