13 Jul
2020

Fleetway Travel Limited ceases trading – advice for customers

ABTA – W0482 & D0238 – ATOL 2748

We are sorry to inform you that Fleetway Travel Limited was placed into administration on 13 July 2020.

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

The majority of holidays sold by Fleetway Travel Limited were flight inclusive packages which are protected by the CAA’s ATOL scheme. Fleetway Travel Limited also sold a small number of accommodation only holidays which are protected by ABTA. 


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 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 (E.G. a cruise without flights) or accommodation-only through Fleetway Travel Limited, it is protected by ABTA or by your credit or debit card issuer.

If you paid Fleetway Travel Limited directly using a debit or credit card you will need to submit your claim for a refund to your card issuer. To assist you in making your claim you will need to download a letter. 

Customers that paid Fleetway Travel Limited by any other method will need to submit a claim by clicking here. You will need to have all of your booking information and documents to hand when submitting your claim.  

Please note that due to the Covid-19 crisis we are unable to accept postal claims or documents, all claims must be submitted online.

Customers requiring further assistance can contact 0330 135 9657 or fleetwaytravel@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 if you have already followed all the advice issued above.

 

Overseas sales (customers outside of the EEA)

Sales made outside the UK and EEA were not protected by ABTA. Overseas customers will need to check whether the company was compliant with any travel regulations in the country in which they reside to verify if there is a mechanism to make a claim.  

Customers requiring further assistance can contact 0330 135 9657 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.