Customers FAQs

I have booked a flight-inclusive package holiday. What should I do?

If you booked a flight-inclusive package holiday, you may be protected under the ATOL scheme and should visit the ATOL website (https://www.packpeaceofmind.co.uk/atol-failures/) for further information. You can tell if your booking is ATOL protected by the documents issued to you at the time you booked. ATOL holders are required to issue ATOL Certificates and ATOL confirmations (for package bookings).

If you are not under the ATOL scheme then you may be protected under the ABTA scheme and should visit this website: www.abta.com/fleetway

I am a US or non-EU resident or my booking is not protected under the ATOL or ABTA scheme. What should I do?

If you booked flights and accommodation separately, you are a non-EU resident, or your holiday is not protected under the ATOL scheme for any other reason, please see the ‘All other bookings’ section below.

All other bookings

If you do not have financial protection for your booking, other options to claim may be available to you. The options available to you will depend on your method of payment and insurance cover as outlined below.

Credit Card

If you paid any part of your booking or voucher on credit card, please contact your card issuer to confirm if you are eligible to claim a refund provided you are not ATOL or ABTA protected.

The contact number for your card issuer is likely to be located on the reverse of your card (otherwise it can be found online).

Please note that the card issuer is the bank which issued the card to you, not the payment processor. For example, if you have a HSBC MasterCard, the card issuer is HSBC (not MasterCard).

Debit Card

If you paid any part of your booking on a debit card, please contact your card issuer to understand if you have any financial protection under the chargeback scheme provided you are not ATOL or ABTA protected.

Travel Insurance

Depending on your policy, you may be able to claim on your travel insurance provided you are not ATOL or ABTA protected.

Claim in the Administration

If you are not eligible for a refund in any of the ways mentioned above, you may be entitled to submit a claim in the Administration, as an unsecured creditor. 

All known creditors of the Companies will receive a letter within a fortnight detailing how to submit their claim. Our preferred method for creditors to submit claims and supporting documentation is via the online Turnkey IPS Portal www.ips-docs.com, as this is the most effective way for claims to be dealt with, however in the event you are unable to submit your claim via the portal, please contact us at uk_fleetway_queries@pwc.com or c/o PwC, Central Square, 29 Wellington Street, Leeds, LS1 4DL.

For customers with a claim in a currency other than GBP, please review our currency conversion rates guidance.

Should you have any further queries, please contact uk_fleetway_customers@pwc.com or 020 7213 3092 (helpline operational 9:15am - 4:45pm, Monday to Friday).

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