Important information

If you are here to make a claim

Please be aware that unfortunately there has been an exceptionally large number of company failures recently, which means we have received tens of thousands of claims from customers which are currently being reviewed and processed. We are processing individual claims as quickly as possible, and have employed additional personnel to help with this. Unfortunately, it is still the case that claims can take between three to six months to process, but we are working hard to resolve them quicker than that. We understand this may be frustrating and extremely stressful for customers, but we do ask for patience while we work through the claims. We would also encourage people to check they have provided all of the information required when they first submit the claim – that will help to avoid any unnecessary delays.
Please visit for advice about companies which have failed and what you should do next. 


If you require support about a current ABTA Member  

Unfortunately due to an extremely high volume of enquiries relating to the Coronavirus pandemic, we are unable to take customer calls or answer customer questions on social media.

If your enquiry is regarding a holiday booking that has been cancelled or amended due to the pandemic, please see our FAQ’s which are being reviewed and updated regularly.

For any other help, advice and guidance relating to an ABTA Member please go to Help and Complaints

If you have registered a complaint with us, please note that due to the volume of enquiries we have received throughout the crisis, our response times are taking much longer than usual – we are extremely sorry for this. 

If you wish to discuss a current complaint and have registered it online, please raise a query through your case and we will review it as soon as possible.  


Airlines are not Members of ABTA

If you booked your flight directly with an airline, you will need to contact the airline if you are having any issues with receiving a refund.

Not all travel agents and tour operators are Members of ABTA. You can find out if your tour operator or travel company is an ABTA Member using our search tool here.

If you have an enquiry about a company that is not a member of ABTA please contact Citizens Advice.