1. ITV Report

My travel agent's gone bust: what do I do?

Travel brochures on display in a travel agent Photo: ITV Central

If your travel agent goes out of business

When you first find out if you travel agent goes out of business the first thing you should do is get all your important holiday documents together. These include:

  • receipts for money you paid and any confirmation documents about the booking.

You should then contact the holiday company to make sure you booked on that holiday

Flights and air holiday packages

If you booked flights or a package holiday through a travel agent the booking should be protected by the Air Travel Organisers' Licensing Scheme (ATOL). When you paid you should have been given an ATOL receipt which contains the following information.

  • the name of the ATOL holder they have booked you with
  • its ATOL number
  • your holiday arrangements
  • your holiday arrangements

Once you have this receipt the ATOL holder must honour your booking even if the Travel Agent goes out of business. For more information on this visit the Civil Aviation Authority website.

Help from the Association of British Travel Agents (ABTA)

If the travel agent you booked with was a member of ABTA, they will be able to offer you help and advice. Its website has a list of its members who have gone out of business, and has a number for the consumer helpline.

Claiming money back if you paid by credit or debit card

You may be able to claim money back if something went wrong with your booking and you paid by credit or debit card. This applies if the holiday cost more than £100 and includes any deposit money you may have paid.

Click here for more information on how to claim from your card company.

Other useful contacts

ABTA - Telephone 0901 201 5050 (UK calls only). Calls are charged at 51.062p per minute, plus any network charges. The line is open from 9.00am to 5pm Monday to Friday, excluding bank holidays

Citizens Advice Bureau website has more links and information on what to do. To get information or advice, call the Citizens Advice consumer helpline on 08454 04 05 06. The helplines are open Monday to Friday 9.00am to 5.00pm