Frequently asked questions
We have developed a number of help topics that will answer any questions you have regarding your holiday.
Please note: following government advice, ABTA has now closed its office and staff are working remotely. This means we currently have no access to any postal service in or out of the building.
We have developed a number of help topics that will answer any questions you have regarding your holiday. Please use the above filter to help you find what you're looking for.
Most common questions:
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FAQs
What protection does ATOL offer?
By law, every UK travel company that sells flight-based holidays is required to hold an ATOL, which stands for Air Travel Organiser’s Licence.
How do I add a file to my complaint?
If you are making a complaint through the ABTA website, you can upload files to support your complaint.
How do I know if a travel company is an ABTA Member?
You can use our website and search by name or by the company’s unique five-digit ABTA number.
What is the difference between a package holiday and a ‘flight-plus’ holiday?
Please note this only applies to holidays booked before 1 July 2018. For holidays booked after 1 July, Flight-plus holidays no longer exist.
I’ve found out that the holiday resort I’ve booked has very few facilities, what are my options?
Your travel company advertises facilities and amenities in good faith, but there may be occasions when the advertised services – for example nightclubs or water sports – aren’t available.
I am on a package holiday and my flight home has been cancelled – what am I entitled to?
Travel companies have an obligation to provide prompt assistance to their customers, so the airline and/or your travel company will arrange replacement transport home for you.
Since booking my holiday the price has been reduced, am I entitled to a refund of the difference?
No. In booking your holiday early you had the opportunity of choosing from the widest range of holidays.
I forgot to pay the final balance when it was due. Can the travel company cancel my holiday?
Yes. You were advised of the balance due date at the time of entering into the contract with the travel company.
Can my travel company quote me a higher price than advertised in their brochure?
If there's a specific provision in the brochure that states that prices may vary, then yes, the travel company can quote you a higher price than that advertised in their brochure. This can only happen before you book your holiday.
Are there companies for solo holidaymakers?
Yes there are. If you would prefer to travel with other people, there are many ABTA travel companies that offer organised tours aimed at solo travellers.
The travel company I’m planning to use insists that I buy their own insurance. Can they do this?
No, they cannot insist that you buy their insurance unless it has already been included as part of the basic price of the holiday (not charged as an extra).