20 Jul
2020

Viceroy Limited ceases trading – advice for customers

ABTA – Y6550 & 61659 - ATOL 11018

We are sorry to inform you that Viceroy Ltd was placed into administration on 20 July 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 Viceroy Limited with another tour operator

If you booked a package holiday through Viceroy 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 (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 Viceroy Limited with another tour operator.

 

Customers with scheduled airline tickets

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

Customers requiring further assistance can contact 0330 135 9868 or viceroy@claims.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 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.