ABTA is the operating name of what was formerly known as the Association of British Travel Agents. Founded over 70 years ago, ABTA is the UK’s largest travel association, representing travel agents and tour operators.

Whilst it is an industry trade organisation the important point for you – the holidaymaker – is that  ‘ABTA protection’ is designed to enforce standards and provide insurance for holidaymakers in the event of financial problems for travel companies.

ABTA’s role in championing customer refunds was fundamental throughout Covid.

Two of the UK’s largest online travel agents, On the Beach and Love Holidays, left ABTA in 2020 following disputes over customer refunds. Both companies refused to refund customers’ flights after holidays were cancelled when the UK Foreign Office advised against all but essential travel to Spain at the end of July.

The refusal to comply with ABTA’s rules prompted the association to issue a statement in August 2020 confirming that companies were obliged to issue refunds when the FCDO warns against travel, despite the challenges of the coronavirus crisis.

On the Beach and Love Holidays – had agreed to refund accommodation and transfer costs but refused to accept responsibility for flights that continued to operate despite the FCDO advice.

Whilst the financial reasons for this approach are easy to understand (the tour operator could not get a cash refund for these flights to pass to the customer), refusing to refund the flight element understandably left a lot of their customers furious as they believed they’d booked a fully-protected package holiday.

Whilst Covid travel restrictions are no longer an issue, it remains important to understand the implications of booking a holiday with a travel company that is not a member of ABTA.

If you read the On The Beach website it says

“No. We aren’t a member of ABTA. What does that mean for you? When you book a package holiday (including a flight) through On the Beach, every part is financially protected by the ATOL scheme.”

Reading this will give many people confidence that their booking is protected, however, ATOL only covers airline or company failure, which leaves a myriad of situations when your holiday is not financially protected.

Three reasons why we recommend you book your holiday with an ABTA approved travel agent – like us!

  • There is a Code of Conduct we uphold which means that you can expect high standards (this has been hugely important in terms of your rights to an amendment or refund).
  • This Code requires all ABTA Members to provide you with information on insurance, visas, passports, health requirements and alterations to your travel arrangements.
  • All package holidays that have been sold by ABTA Members are protected financially in the event of a company failure.

How do I know whether my holiday booking is protected by ABTA?

You will see the logo on the company’s website, and you can also double-check directly with ABTA here.  We are part of Not Just Travel (Hays Travel) our ABTA number is K9413.

Professional travel advice is as important as ever that’s why we alway recommend that you book your holiday with an ABTA approved travel agent – like us!

“Rather than using a travel agent, lots of people have a ‘DIY’ approach to booking their holidays. Booking the airline, hotels, transfers etc as separate elements, however, as Gilly was recently reminded this can be a complete nightmare if a significant element gets cancelled last minute.”

In February 2024 Gilly’s 16 night Silversea cruise was cancelled less than two weeks before she was due to depart. In the industry we have access to ‘educational’ cruise fares, and when we are lucky enough to secure one of these, the surrounding elements, i.e the flights, hotels, car hire and transfers are all booked as separate elements. It’s important to note that with a ‘cruise only’ fare the cruise line is only responsible for refunding the cruise element of your holiday.

Gilly’s flights were booked with Emirates and were non-refundable, though they could be changed by paying the amendment fees, plus the increased flight costs, which can be significant the closer you are to your travel date.

Emirates were easy to get hold of and very helpful and Gilly’s flights were amended to travel in September to Mauritius. The cost of this amendment was £750. It’s also important to note that if you have paid for extra legroom, if the seats are available on the new flight, and it’s the same destination then Emirates will re-allocate these seats to you free of charge, however, if it is a new destination you’ll have to pay a second time.

Gilly’s hotel in the Seychelles was easy to cancel as it was payment on arrival, however, her Abu Dhabi hotel had been paid in full, and like her flights was non-refundable, though she was able to amend the dates.

Benefits of booking a package holiday?

Here, we explore some of the main reasons why booking a package holiday is a good idea.

  • You have the right to a replacement holiday, if available, or the right to a refund if your holiday is significantly altered by a change in the situation at your destination. In Gilly’s case (and that of all our clients) she would have received a full refund for all of the elements of the package booking, as the cruise cancellation is considered a ‘significant’ change.
  • You’ll be looked after if something goes wrong, for example, if your flight is cancelled, your travel company will either need to re-arrange your flight for you or offer you a refund for your whole package.
  • Your tour operator protects your money if you booked a package holiday and they subsequently go out of business (financially fail). If you’re yet to travel, you can make a claim for a refund for your package holiday. If you’re already on holiday and your package includes return transport, the cost of getting to your return destination will be covered and you may also claim to be reimbursed for the parts of the package that can no longer be provided.
  • It’s a convenient, hassle-free and time-saving way to plan and book a holiday as your travel company will do all the work to find the best holiday to suit you – down to your specific requirements such as hiring a car, arranging transfers or booking excursions.
  • Your holiday is arranged by one company, so you’ll receive all your essential information from them and they’ll be the only company you need to get in touch with if you need to make any changes before you go or require assistance while you’re away.
  • You get good value for money – they are often cheaper than booking all the elements independently, as travel companies have access to discounts that are then passed on to you. In many cases, package deals can be exclusive to the travel company you’re booking with, so you won’t actually be able to book them anywhere else.
  • You get the holiday you paid for as the details of what you’re booking must be clear, accurate and delivered to you as described. For example, if your hotel is not up to the standard you were promised, then your travel company will need to find you a suitable alternative or make the necessary refunds.

Advice, recommendations and tips are made in good faith at the time of writing, however, things are constantly changing therefore it’s essential that you remain up-to-date with any requirements that may impact your holiday.