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CAA consumer advice

Customers currently abroad


Following government guidance against foreign travel to some destinations and as a result of a number of flight cancellations, many consumers’ holidays were cancelled and, as a result, there are currently no consumers abroad on Atol-protected bookings with Alpine Elements Ltd.


Consumers with cancelled bookings or refund credit notes


We are aware of a number of consumers whose bookings have been cancelled by Alpine Elements as a result of government advice or flight cancellations. Consumers that have accepted valid refund credit notes or are due refunds for the cancellation of their Atol-protected booking will be able to submit a claim to Atol through our online portal.


Due to travel


For Atol-protected consumers that are due to travel after 8 December 2020, flight tickets may still be valid but this must be confirmed with the airline. If choosing to travel, consumers may be asked to pay again for replacement services of the original package holiday.


However, provided the services are covered by Atol, they are entitled to submit a claim for a refund. Replacement services may include accommodation, transfers or other services but consumers should confirm what was included in the package holiday on their Atol certificate or booking documents.


Choosing not to Travel


If consumers choose not to travel or their flight tickets are not valid, they will be able to make a claim.

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TTG - Travel Trade Gazette
For Smarter, Better, Fairer Travel
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Place of registration: England and Wales.
Company number 08723341.
Registered address: 6th Floor, 2 London Wall Place, London EC2Y 5AU