08 Sep

Cities Direct Limited ceases trading – advice for customers

ABTA Y6085 – ATOL 5501

We are sorry to inform you that Cities Direct Limited trading as Cities Direct, City Apartments Direct, City Hotels Direct and Low Cost City Breaks has ceased trading with affect from 7 September 2020.

The information below sets out specific advice for customers to follow depending on what holiday and travel arrangements you have booked.

The majority of holidays sold by Cities Direct Limited were flight inclusive packages and these were protected by the CAA’s ATOL scheme. 

Cities Direct also sold a small number of holidays which did not include flights which are protected by Financial Failure Insurance arranged through International Passenger Protection. 


Package holidays with flights included

If your booking included flights and was not with another tour operator, 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 is available on the CAA website.

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


Non-flight packages 

If you booked a non-flight package holiday through Cities Direct Limited, it is protected by Financial Failure Insurance.

Cities Direct Limited sold a small number of rail and ferry packages, as well as single-element bookings which are financially insured by IPP.  At the bottom of your holiday confirmation, it says “Thank you for your booking. Your booking is insured by IPP and its panel of insurers”.  

Customers will need to make a claim for a refund and details on making an IPP Claim can be found at www.ipplondon.co.uk/claims.asp.

When making your claim you will need to quote reference TOFI V1.19a quoting Cities Direct.  

Customers can contact IPP claims team at insolvency-claims@ipplondon.co.uk, or by telephoning 0345 266 1872.

Customers requiring further assistance can contact 020 3117 0553 or claimsrequest@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 if you have already followed all the advice issued above.

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. 

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.