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 abta.com/failures for advice about companies which have failed and what you should do next.
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 information and guidance relating to an ABTA Member please go to Help and Complaints.
If you have a query regarding your current dispute and have registered it online, please raise a query through your case and we will review it as soon as possible.
If you are having issues with an airline, that you booked with directly, you should contact the CAA (Civil Aviation Authority) for more guidance.
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.
The Customer Information phone lines are open Monday to Friday 10:00-16:00, excluding Bank Holidays, but the waiting times can be excessive and all the information you require is on our website. If you still wish to speak with an adviser our number is 020 3117 0599.