03 Jul
2020

Pan Express Business Travel Ltd ceases trading – advice for customers

Information for customers with a booking with Pan Express Business Travel Limited trading as Ahoy Cruises.

We are sorry to inform you that, Pan Express Business Travel Limited has ceased trading with effect from 1 July 2020.

Pan Express Business Travel Limited operated under the following trading names:

  • Ahoy Cruises
  • Ahoy Holidays
  • Pan Express Travel

It is very important that customers read and follow the advice below.    

The vast majority of customers arrangements are covered through different types of financial protection, these include:  

 

Holidays booked through Pan Express Business Travel Limited with another tour operator

If you booked a package holiday through Pan Express Business Travel Limited 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.  

 

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.

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

 

Non-flight packages 

If you booked a non-flight package holiday (eg holiday including accommodation, and tickets) through Pan Express Business Travel Ltd, these are protected by ABTA or by your credit or debit card issuer.

If you paid Pan Express Business Travel Ltd 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 Pan Express Business Travel Ltd by any other method 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 Pan Express Business 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.

 

Flight only bookings

If you booked flight only with Pan Express Business Travel Ltd and were issued with an ATOL certificate you should contact the airline in the first instance as tickets may still be valid. Any additional queries should be referred to the CAA.  

If you have been issued with a ticket or e-ticket you will still need to contact the airline to check if the ticket is still valid.  

 

Accommodation only bookings

If you booked accommodation only with Pan Express Business Travel Ltd, these arrangements were not protected with ABTA.  

If you paid Pan Express Business Travel Ltd 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.

www.caa.co.uk/ATOL-protection/Make-an-ATOL-claim/Latest-ATOL-holder-failures/
 

Corporate sales

If you were a corporate client booking business travel arrangements with Pan Express Business Travel Ltd these sales were protected with ABTA.  However, if booking arrangements included a flight these may have been protected under the ATOL and you should contact the CAA.  

Customers that paid Pan Express Business Travel Ltd by any other method will need to submit a claim to ABTA by clicking here, you will need to have your documents to hand when submitting your claim.
 

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.  

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.