It’s been a turbulent year with strikes, volcanic ash, and now news that tour operator Goldtrail has collapsed.  You may be wondering what you can do if your holiday doesn’t quite take off as expected.

With this in mind, we present our Consumer Rights Q&A to tell you what you need to know so that you can book with confidence…

The tour operator I booked with has gone bust. How will this affect my booking?

Your best bet is to contact the travel agent that you booked the holiday through. They should be able to advise you on the situation, but if you still have issues then we recommend contacting the Civil Aviation Authority (CAA).

The CAA’s telephone helpline may be reached on 0844-856-2585.

I’m already on holiday. What will happen to my return flight?

Once again, the CAA is a good source of up-to-date information in these circumstances. You can call the CAA’s overseas number, 00-44-203-441-0846, to find out what you need to know about flights back to the UK.

Can I expect a refund?

That depends upon who you’ve booked with, and whether they hold an Air Travel Organiser’s License (ATOL). Those who booked with Goldtrail, for example, are protected under the CCA’s ATOL scheme and are very likely entitled to claim money back.

Visit CAA.co.uk for more details on whether you’re entitled to a refund and, if you are, how to go about obtaining it.

I’ve run up extra expenses due to problems with my tour operator. Will I be reimbursed?

You may be able to claim for expenses that arise in the event of a tour company’s financial crisis, such as any additional nights’ accommodation in a hotel for instance.

My hotel is demanding additional payment. What should I do?

In the case of Goldtrail, some customers have reported that their holiday rep or hotel has claimed not to have received payment from the company and has asked them to pay again themselves.

The CAA states that customers should not have to pay a second time, and recommends that those asked to do so contact them, and it will then make arrangements with the hotel. Customers who have already paid twice should, the CAA says, be entitled to a refund providing they can show receipts.

Are these issues covered by my travel insurance?

Insurers are very unlikely to pay if a claim has already been made under the ATOL protection scheme, although other expenses may be valid. Travellers are advised to read their policy details and consult their insurer.

For more advice on your rights as a consumer, check out our Consumer Rights Travel Tips.

© Cheapflights Ltd

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