12 Mar

Baxter Hoare Travel Ltd ceases trading – advice for customers

ABTA – V8603 / 14427
ATOL - 2975

We are sorry to inform you that Baxter Hoare Travel Ltd has ceased trading with effect from 11 March 2021.

Depending on the type of holiday and travel arrangements made with Baxter Hoare Travel, customers will need to follow the advice ABTA has set out below. 

The majority of travel arrangements booked by Baxter Hoare Travel Ltd were for Business Travel.  The company also sold some leisure travel with ATOL flight-inclusive packages, flight only under an ATOL, scheduled airline tickets under their IATA licence and retail bookings.   

Corporate Sales
If you were a corporate client booking business travel arrangements with Baxter Hoare Travel Ltd, these sales were protected with ABTA.  However, if booking arrangements included flights these may have been protected under the CAA’s ATOL scheme and you should contact the CAA here.

Flight-only bookings
If you booked flight-only with Baxter Hoare Travel Ltd and were issued with a ticket or e-ticket, you will need to contact the airline, that you are due to travel with, to ensure your booking will go ahead.

If you booked a flight-only and received an ATOL Certificate, it will say “Flight Only” on your ATOL certificate. Further information and advice on how to make a claim is available on the CAA’s website.

Accommodation-only bookings
If you booked accommodation-only with Baxter Hoare Travel Ltd, these arrangements were not protected with ABTA.

If you paid Baxter Hoare Travel Ltd directly using a Debit or Credit Card, you may be protected by your card issuer and should contact them for further advice. To assist you in making your claim you will need to download a letter. 

Package holidays with flights included
If your booking included flights, you will need to contact the CAA as your booking is protected by the CAA’s ATOL scheme. Further information and advice on how to claim are available on the CAA website.

Your ATOL Certificate will say ‘Package Sale’ in the bottom right-hand corner.

Holidays booked through Baxter Hoare Travel Ltd with another tour operator
If you booked a package holiday through Baxter Hoare Travel Ltd and the holiday is provided by another tour operator, you will need to contact the tour operator named on your paperwork or ATOL Certificate for a flight inclusive package (listed on your ATOL certificate under “Who is protecting your trip”).  

Your tour operator should be able to confirm that they have your booking. Your tour operator will be responsible for your booking going forward.  

Further information
Customers requiring further assistance can contact 0330 128 1044 or email baxterhoare@claims.abta.co.uk.

Please note that we will answer calls as quickly as possible but call waiting times may be significant during the current crisis. 

Please only call us if you have already followed all the advice above. 

How long will it take to process my claim?
Unfortunately, there have been a number of company failures over the past year and we continue to receive 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. 

We are currently estimating that claims may 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 correct paperwork, receipts and any other documentation that supports your claim. This should prevent us from needing to contact you for further information, which takes additional time. 

Once you’ve submitted your claim, we kindly ask you to only make essential additional communications to us regarding your claim. We are receiving hundreds of emails and calls each week with general enquiries and this impacts the time it takes to process claims.