Gendai Travel Ltd ceases trading – advice for customers
ABTA K4970 & Y0164
We are sorry to inform you that Gendai Travel Ltd has ceased trading with effect from 21 September 2020.
Gendai Travel Ltd operated under the following trading names:
- Gendai Travel
- Go Asia
- Japan Travel Centre
- JTC Tours
The information below sets out specific advice for customers to follow depending on what holiday and travel arrangements you have booked.
It is very important that customers read and follow the advice below.
The majority of holidays sold by Gendai Travel Ltd were for scheduled airline tickets under its IATA licence. Gendai Travel Ltd also sold a small number of non-licensable holidays protected by ABTA and some ATOL protected flight-inclusive packages.
If you booked flight-only with Gendai Travel Ltd and were issued with a ticket or e-ticket, you will need to contact the airline that they are due to be travelling with as your booking will go ahead.
Package holidays with flights included
If your booking included flights, then you will need to contact the CAA as your booking is protected by the CAA ATOL scheme. Further information and advice on how to claim is available on the CAA website.
You ATOL Certificate will say ‘Package Sale’ in the bottom right-hand corner.
If you booked a non-flight package holiday (e.g. a holiday including accommodation and tickets) through Gendai Travel Ltd, these are protected by ABTA.
Customers will need to submit a claim to ABTA by clicking here. You will need to have your documents to hand when submitting your claim.
Customers that have booked a package holiday provided by Gendai Travel Ltd through a travel agent should contact the travel agent in the first instance for further advice and assistance as they may have made alternative arrangements for you.
Holidays booked through Gendai Travel Ltd with another tour operator
If you booked a package holiday through Gendai 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.
If you booked accommodation-only with Gendai Travel Ltd, these arrangements were not protected with ABTA.
If you paid Gendai Travel Ltd directly using a Debit or Credit Card you may be protected by your card issuer and should contact them for further advice.
If you were a corporate client booking business travel arrangements with Gendai Travel Ltd, these sales were protected with ABTA. However, if booking arrangements included flights these may have been protected under the ATOL and you should contact the CAA.
Customers requiring further assistance can contact 020 3758 8730 or email firstname.lastname@example.org. 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.