What to do if you've been affected by the XL collapse

Ian_L

I've had my claim paid by ATOL, but they are exactly £500 short with the payment. You can't phone them, and I've just had an email returned. How am I supposed to get in touch with them to discuss this with them ? Can anyone advise me as to how I can get this sorted out ?
Many thanks,
Ian

Alan_Bowen

The failure of XL is without doubt the largest failure the CAA, who run the ATOL scheme, have ever had to deal with. Kosmar and Travel City Direct claims are the first to be resolved but flight only bookings, particularly those made through travel agents will take considerably longer. The aim is to have settled all the legitimate claims within the next 4 months or so, but with over 200,000 to deal with, it isn't going to be easy.

They avoid telephone calls as they always take much longer than reading a letter, I suggest if your payment is wrong, and you do not understand why £500 has been deducted you write and ask. The CAA don't have an excess but maybe they are expecting you to claim that from someone else, especially if you had booked 'two halves' of a holiday rather than a package. If you booked through a travel agent, now is the time to contact them and ask if they can help.

jillie1974

we've been told in work it may take months before it is all resolved and everyone gets the money they are due back

flyaway

I put in a claim to Atol over six weeks ago and have not heard anything from them yet. I know they are inundated with claims as they have put a message on their web site. But has anybody received their refund? How long did it take?

flyaway

Ian_L wrote: »

I've had my claim paid by ATOL, but they are exactly £500 short with the payment. You can't phone them, and I've just had an email returned. How am I supposed to get in touch with them to discuss this with them ? Can anyone advise me as to how I can get this sorted out ?
Many thanks,
Ian

Sorry, just noticed your post. You must be one of the very few so far. I think you can phone them if you've got a claim number, according to their website.

Patsie99

Sent our claim off 15 Sept, we were given our claims number in a letter dated 9/10/08 and yesterday another letter came with our completed claim. We are being refunded in full in approx ' five working days'. We were booked for 16/10/08 so we rebooked ourselves and paid by our CC then transfered to a 0% CC (found on MSE) So not too bad in the end.

flyaway

It's good to hear that some of the refunds are coming through from Atol for the XL collapse. Hopefully, I will hear in the next few weeks too.

Vicarondo_2

I've just had a phone call from the CAA, they just needed me to forward them the email i recieved from the travel agents confirming my booking and then he said they will get right onto it! :j Hopefully should recieve my money back in next couple weeks (before xmas or the sales would be nice!) Has anybody had their money back yet?

flyaway

Vicarondo wrote: »

I've just had a phone call from the CAA, they just needed me to forward them the email i recieved from the travel agents confirming my booking and then he said they will get right onto it! :j Hopefully should recieve my money back in next couple weeks (before xmas or the sales would be nice!) Has anybody had their money back yet?

I've just found out from my travel agent that they received an acknowledgement letter with a reference number from Atol on the 19 November but did not contact me because they thought I had received the same letter. I had not assigned my claim to travel agent by the way.

I spoke to someone at Atol who rang me back and who apologised profusely and said it was a mistake and that I should have been sent the letter not the travel agent. And that the claim will take up to 12 weeks! But he added it will probably be 6/7 weeks.

So don't hold your breath, it looks like they are taking their time.

Will post here when I get any more news.

Nick1984_2

Good Morning all,

I had a letter with my claim ref number on, sinice the i havnt herd anything, But this morning on my way to work, i took some cash out and to my surprise ive had the total cost of my trip to flordia credited to my account.

:beer: :beer: