CPG 3301

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					Consumer Protection Group Air Travel Organisers’ Licensing

Guidance Note: Travel Agents’ Information to Customers
This guidance note offers practical advice to help authorised agents of Licence holders provide information to customers about the ATOL Scheme in compliance with the terms of the Civil Aviation (Air Travel Organisers’ Licensing) Regulations 1995, as amended, and the Standard terms of Licence holders’ Licences. There is separate guidance for Licence holders. Please note: Travel agents who do not hold an Air Travel Organiser’s Licence (“Licence”) are not permitted to use the Civil Aviation Authority’s ATOL logo.

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Advertisements
Including electronic and printed advertisements, TV text services and radio advertisements.

1.1

Where agents advertise a single Licence holder’s holidays and/or flights, include this statement: “Agent for ABC Travel, ATOL Protected 1234”

1.2

Where a number of Licence holders’ holidays and/or flights are advertised, include this statement: “Agent for ATOL Protected Operators” Shop window display cards

1.3

Where agents advertise a single Licence holder’s holidays or flights on a shop window card they must disclose their agency capacity, identify the ATOL holder and its ATOL number by including the following statement on the display card: “Agent for ABC Travel, ATOL Protected 1234”

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2.1

Websites
Most agents’ websites will offer holidays and/or flights on behalf of a number of Licence holders. Where this is the case, our advice is to include this statement: “The air holiday packages [and/or flights – change as appropriate] shown are ATOL Protected by the Civil Aviation Authority, as we

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act as agent for licensed tour operators. The names and ATOL numbers of these tour operators are displayed with each holiday [and/or flights] shown.” 2.2 Note 1: The name and ATOL number of the Licence holder selling each holiday or flight should be shown next to each holiday offered on the website. For example, where a number of offers are shown as a result of customers’ searches, each offer shown should show the name and ATOL number of the Licence holder selling that flight or holiday. Note 2: Additional information that identifies Licence holders is required prior to concluding a transaction. Please see additional information requirement below: Prior to concluding a booking and accepting payment. Note 3: Where an agent offers airline tickets on behalf of airlines that are issued immediately payment is accepted, information concerning these arrangements must also be provided. Our advice is to include this statement: “For flights booked with scheduled airlines, e-tickets or airline flight confirmations will be sent to you within 24 hours of payment being accepted.”

2.3

2.4

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3.1

Prior to concluding a Booking and accepting Payment
Prior to concluding a transaction, Licence holders and their authorised agents are required to provide information to customers about the holiday arrangements they are about to purchase and to confirm that these are ATOL Protected. Information to be provided includes: • • • • • Holiday/flight dates; Origin, destination and times of flights; Airline operator and flight number for each flight (where known); All other elements to be provided under the contract; and The fact that the booking is protected by the Licence holder’s ATOL.

Advice on providing information on ATOL Protection 3.2 This information can be given orally in over the counter or telephone sales, in writing as part of the holiday quote, and/or displayed on a website prior to a booking being completed. Oral statement: “This air holiday package [flights – change as appropriate] is ATOL Protected by the Civil Aviation Authority. The tour operator’s ATOL number is 9999.”

3.3

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3.4

Written quote and website: “The air holiday package [flights – change as appropriate] shown is ATOL Protected by the Civil Aviation Authority. The tour operator’s ATOL number is ATOL 9999.”

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4.1

When issuing an ATOL Receipt
Agents are required to immediately issue an ATOL Receipt in respect of each booking when payment is accepted on a Licence holder’s behalf. ATOL Receipts can be either printed or electronic documents and must include the following information: • • • • The agent’s name, acting in the capacity of agent for the Licence holder [for travel services shown on the receipt]; The name of the Licence holder and ATOL number; Contract or booking reference; Customer lead name and other passengers and/or the number of people booked; and, where a group booking is made and not all the passengers’ names are known, the name of the group; The date, origin, destination, time, and airline operator and flight number (if known) of each flight booked; All other elements in addition to the flight included in the price; Total amount payable under the contract and the amount paid to date; and The following ATOL Protection statement: Your Financial Protection All monies paid by you for the [air holiday package/flights – change as appropriate] shown are ATOL Protected by the Civil Aviation Authority. The Licence holder’s name and ATOL number are shown. For more information, see the Licence holder’s booking terms and conditions.

• • • •

4.2

Where ATOL Receipts are issued electronically or sent by email, the following statement should appear: Your receipt is attached. This is a very important document being your proof of a booking with [name of Licence holder]. You are advised to print the receipt and keep it in a safe place until your booking has been confirmed by means of us sending you the Licence holder’s ATOL Confirmation Invoice, or you have completed your holiday.

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4.3

Note: Once a Licence holder’s ATOL Confirmation Invoice has been received, a copy must be sent immediately to the customer.

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5.1

Further information
If you need further advice or information about these requirements, telephone or email the Consumer Protection Group on travelagents@caa.co.uk or visit the ATOL website: www.atol.org.uk

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