Agents blamed as CAA reject claims
Agents are failing to provide the right holiday documents for customers in a blunder that could put them out of business, ABTA has warned.
The association said retailers are sometimes neglecting to pass on ATOL receipts and invoices.
And the oversight can come back to haunt them if an ATOL holder goes bust, the association said.
The warning emerged as ABTA confirmed that the CAA has rejected “a number” of compensation claims because agents have failed to give customers the correct booking documentation.
It said holidaymakers have been unable to provide the CAA with proof of booking which is necessary for claims to be processed.
The blunder will result in agents having to pay back clients from their own coffers – which could force them out of business.
In a notice sent to members, Newman Street said: “It has become apparent following the CAA’s rejection of a number of claims over the summer that agents have not been passing on the correct ATOL documentation to clients.
“If a client fails to receive an ATOL receipt or confirmation invoice from their agent identifying the tour operator with whom they are in contract, prior to an ATOL holder’s failure, the client will have their claim rejected.”
It added: “The CAA is unable to authorise payment when there is no evidence of contractual documentation and this means the agent will be responsible for reimbursing the client.”
A spokeswoman said if the claims were large enough, it could send agents to the wall.
“It would not take too many claims to cause real problems,” she said. “We want to remind members of the importance of passing on ATOL documents.”
Report by Steve Jones
Vegas’s Billion-Dollar Secrets – What They Don’t Want Tourists to Know
Visit Florida’s New CEO Bryan Griffin Shares His Vision for State Tourism with Graham
Chicago’s Tourism Renaissance: Graham Interviews Kristin Reynolds of Choose Chicago
Graham Talks with Cassandra McCauley of MMGY NextFactor About the Latest Industry Research
Destination International’s Andreas Weissenborn: Research, Advocacy, and Destination Impact
Graham and Don Welsh Discuss the Success of Destinations International’s Annual Conference
Graham and CEO Andre Kiwitz on Ventura Travel’s UK Move and Recruitment for the Role
Brett Laiken and Graham Discuss Florida’s Tourism Momentum and Global Appeal
Graham and Elliot Ferguson on Positioning DC as a Cultural and Inclusive Global Destination
Graham Talks to Fraser Last About His England-to-Ireland Trek for Mental Health Awareness
Kathy Nelson Tells Graham About the Honour of Hosting the World Cup and Kansas City’s Future
Graham McKenzie on Sir Richie Richardson’s Dual Passion for Golf and His Homeland, Antigua
ADS PRO 
TAP Air Portugal to operate 29 flights due to strike on December 11
Qatar Airways offers flexible payment options for European travellers
Airlines suspend Madagascar services following unrest and army revolt
Air Mauritius reduces frequencies to Europe and Asia for the holiday season
Major rail disruptions around and in Berlin until early 2026