20 Oct
2020

Toucan Travel Ltd ceases trading – advice for customers

ABTA 76813 / W8944 

We are sorry to inform you that Toucan Travel Ltd has ceased trading with effect from 20 October 2020.

Toucan Travel Ltd operated under the following trading names:

  • Magical Tickets
  • Hart Travel
  • Winchester Travel Service
  • Peregrine Travel

Toucan Travel Ltd sold different types of holidays; it is very important that customers read and follow the advice below depending on the type of booking that you have.

The majority of holidays sold by Toucan Travel Ltd were sold as an agent for other tour operators.  

Toucan Travel Ltd also sold a small number of attraction tickets and accommodation only sales, which are protected by ABTA.

 

Holidays booked through Toucan Travel Ltd with another tour operator

If you booked a package holiday through Toucan 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. 

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

 

Non-package arrangements 

If you booked a non-package arrangement (e.g. attraction tickets or accommodation only) through Toucan Travel Limited, it is protected by ABTA or by your credit or debit card issuer.

If you paid Toucan 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 Toucan Travel Ltd 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.  

 

Further assistance

Customers requiring further assistance can contact 020 3758 8730 or email 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 al 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.