Horncastle Executive Travel ceases trading – advice for customers
ABTA 20019 / Y2333
We are sorry to inform you that Horncastle Executive Travel Ltd has ceased trading with effect from 11 November 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 travel arranged booked by Horncastle Executive Travel Ltd were for business travel. The company also sold some ATOL flight inclusive packages, scheduled airline tickets under its IATA licence and retail bookings.
If you were a corporate client of Horncastle Executive Travel Ltd these sales were not protected with ABTA and you will need to contact the airline directly to check if your booking is still available. Further information and advice is available from the claims team.
If you booked a flight-only with Horncastle Executive Travel Ltd and were issued with a ticket or e-ticket, you will need to contact the airline that you are due to be travel with, to ensure your booking will go ahead.
If you booked a flight-only and received a ATOL Certificate it will say “Flight Only” on your ATOL certificate. Further information and advice on how to claim is available on the CAA website.
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'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.
Holidays booked through Horncastle Executive Travel Ltd with another tour operator
If you booked a package holiday through Horncastle Executive 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.
Customers requiring further assistance can contact 020 3758 8730 or email email@example.com. 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.