Expedia - ATOL Certificate not provided (27 days til travel)

JellyIsTremendous

Hi everyone,

I booked a package holiday through Expedia to Dallas that is supposed to be ATOL protected. My booking confirmation states:

"Your booking is financially protected by the ATOL Scheme (under Expedia, Inc.’s ATOL number 5788). Your financial protection: When you buy an ATOL protected flight-inclusive Package from us you will receive an ATOL Certificate. This lists what is financially protected, where you can get information on what this means for you and who to contact if things go wrong. If you do not receive your ATOL Certificate within the next 48 hours, please contact our Customer Service team."

However, despite multiple attempts, I have not received my ATOL Certificate. I've used the Expedia "regenerate" certificate link several times, but it doesn't work, and the "view certificate online" tool also fails.

I contacted Expedia, and they initially said they would look into it and get back to me within 72 hours, but they didn't. When I followed up via live chat, I was told I need to report it to ATOL as a failure. This doesn’t solve the fact that Expedia hasn’t provided the legally required certificate.

The Civil Aviation Authority (CAA) states:

"An ATOL Certificate must be issued immediately to the consumer upon taking any payment either by the ATOL holder or its authorised agent. ATOL holders need to ensure that their agents have the ability to issue an ATOL Certificate if they cannot create one using the ATOL holders own booking systems."

Has anyone dealt with something similar? I have no idea what to do as the ATOL and CAA sites are about claims. We're getting married on this trip, friends and family from both sides of the pond have booked time off, hotels and flights too so the upset this is causing is deeply distressing. We simply do not know what to do or what our best course of action is - I cannot find an answer to this and need to find answers fairly quickly

Any advice would be greatly appreciated!

Thanks!

user1977

Not sure why you'd be "deeply distressed" about it, unless Expedia went bust and were not in fact ATOL registered?

You can check their ATOL registration for yourself here: https://www.atol.org/check-for-atol/

TELLIT01

You were advised to raise the problem with ATOL, have you done that?

Westin

What is within your package? Is it a flight plus hotel car rental?

bagand96

Whilst they obviously should have issued an ATOL certificate when selling a package, given you travel in under a month, are you concerned they either the airline or Expedia will collapse in that time or whilst you're away?