Please note: Our website no longer fully supports IE11, as such you may encounter issues using our website, please try an alternative browser such as Google Chrome, Mozilla Firefox, Microsoft Edge (Windows) or Safari (Mac).
Travel company failures
If you've already submitted your claim, please log in below.
Submission of claims
All claims, with full supporting documentation must be submitted within six months of the failure date.
How long will it take to process my claim?
Unfortunately there has been a large number of company failures recently and we have received an exceptionally high number of customer claims. We are processing individual claims as quickly as possible, and have employed additional personnel to help with this.
Please be aware that we are currently estimating that claims can take up to six months to be processed – this is not usually the case, it is simply down to the volume of claims that have been submitted.
When you submit your claim, please ensure you send through all the paperwork, receipts and any other documentation that supports your claim. This will mean we won’t have to contact you for further information, which takes additional time. Please ensure you submit your bank account details for your refund as we are unable to make payments into credit card or savings accounts.
Once you’ve submitted your claim, we would kindly ask that only essential additional communications are made to us in regard to your claim. We are receiving many hundreds of emails and calls each week with general enquiries and this severely impacts the time it takes to process claims and may lead to longer processing times.
We are sorry to advise that the following companies have ceased trading. Please click on the company you have booked with for more information.
| Mercator Enterprises Ltd |
 |
| Sam Smith Travel Ltd |
 |
| Kanoo Travel Ltd |
 |
| Team Tours Direct Ltd |
 |
|
Emerald Global Ltd |
 |
|
Travel Day Ltd |
 |
 |
|
|
Tucan Ltd
|
 |
| Horncastle Executive Travel |
 |
| Courtney Airsavers Ltd |
 |
| Toucan Travel Ltd trading as Magical Tickets | Hart Travel | Winchester Travel Service | and Peregrine Travel |
 |
| E Thornton & Son Ltd trading as Thornton’s Travel | Thornton’s Cruise World | and Thornton’s Travel Service |
 |
|
Harris Holidays Limited |
 |
| Viceroy Limited |
 |
| David Urquhart Sky Travel Ltd |
 |
| Fleetway Travel Limited |
 |
|
South Quay Travel & Leisure Limited trading as Cruise & Maritime Voyages |
 |
 |