05 Sep
2020

Tailor Made Travel (UK) Limited ceases trading – advice for customers

ABTA J1689

We are sorry to inform you that Tailor Made Travel (UK) Limited was placed into administration in the late afternoon of 3 September 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.

 

Bookings through Tailor Made Travel (UK) Limited with another tour operator

If you booked a package holiday through Tailor Made Travel and the holiday is provided by another tour operator, you will need to contact the tour operator named on your paperwork or ATOL Certificate (listed on your ATOL certificate under “Who is protecting your trip”).  Your tour operator should be able to confirm that your booking will proceed as normal. 
 
Your ATOL Certificate will say ’Package Sale’ in the bottom right hand corner, where an ATOL protected package has been booked through Tailor Made Travel with another tour operator.

We understand that Hays Travel Limited has taken over the 18 branch office locations, but not the business of Tailor Made Travel. Hays Travel is retaining the staff of Tailor Made Travel at those locations. Hays Travel are an ABTA Member and have indicated that they will assist all customers to navigate the processes required to secure your booking. Please contact the branch that you booked through for assistance.

 

Customers with scheduled airline tickets

Customers who booked scheduled airline tickets, should contact the airline directly with regard to their booking.

We understand that Hays Travel Limited has taken over the 18 branch office locations, but not the business of Tailor Made Travel. Hays Travel is retaining the staff of Tailor Made Travel at those locations. Hays Travel are an ABTA Member and have indicated that they will assist all customers to navigate the processes required to secure your booking. Please contact the branch that you booked through for assistance.

 

Customers requiring further assistance

Customers requiring further assistance can contact 0330 135 9872 or email claimsrequest@abta.co.uk. Please note that we will answer calls and emails as quickly as possible but waiting times may be significant during the current crisis. Please only call or email if you have already followed all the advice issued above.

 

Important note

There are a number of other ABTA Members with similar trading names and are not connected to Tailor Made Travel (UK) Limited. The failed travel agent operated in South Wales, with 18 branches and the head office in Cardiff.

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.