The Civil Aviation Authority (CAA) and Abta have issued advice for agents and customers affected by the collapse of All Leisure Group.
Agents are advised not to refund customers with any monies they are holding and will be individually contacted by the CAA with specific instructions for these bookings.
For customers on a flight-inclusive cruise holiday, the CAA states the following:
For consumers’ currently overseas on a trip with All Leisure Holidays Ltd and hold schedule flight tickets, the flight remains valid for the return to the UK. Passengers are advised to check with the airline as per their existing flight ticket.
We are speaking to the accommodation providers in order to guarantee no changes for consumers who are currently overseas to the accommodation and cruise portion of the trip. It is possible that consumers may be requested to pay again for accommodation, or other elements purchased as part of the ATOL protected trip. Consumers who repay, should ensure that they retain a clear receipt showing the method of payment; which will be required in order to submit a claim for reimbursement.”
There is a helpline for consumers currently overseas. The telephone no is 0808 164 8810.
For consumers due to travel from today onwards:
All future cruises are cancelled. If you booked a flight-inclusive cruise with All Leisure Holidays Ltd and were issued with an Atol certificate and confirmation which states ‘Package sale’, you can make a claim for a refund for the amount you paid to All Leisure Holidays Ltd for your Atol Protected package (depending upon your original method of payment, see details for original payments made by credit card).
For those due to travel on a flight inclusive cruise package:
If you booked a flight-inclusive cruise package with All Leisure Holidays Ltd and were issued with an Atol certificate and confirmation which states ‘Package sale’, and you hold scheduled tickets the flight may be valid, passengers are advised to check with the airline, if the airline confirms you have a valid ticket for travel you have two options:
Option 1.
Do not travel, make a claim for a refund for the amount you paid for your Atol protected package, this also applies for passengers with non- valid flights.
Payments made directly to All Leisure Holidays Ltd:
If you paid for your original trip either partially or fully by credit card directly to All Leisure Holidays Ltd, your claim will be with the credit card provider for the portion you paid by credit card and the CAA for payments by other methods.
If you paid for your original trip by any other methods directly to All Leisure Holidays Ltd your claim will be with the CAA.
Payments made via a Travel Agent of All Leisure Holidays Ltd:
If you paid for your original trip by any method via a Travel Agent of All Leisure Holidays Ltd your claim will be with CAA.
Option 2.
You can use your flight, however cruises and all other services have been cancelled and if you intend to travel you will be required to rebook all elements and make a claim for the cost of replacing the elements included in your original package. However, there is a limit to the amount you can claim which is also subject to how you originally paid, see details below for original payments by credit card, and the items you can claim for. Details of your claim entitlements can be found in the ATT Payment Policy.
Consumers who decide to travel can make a claim under Atol for the costs they incur in replacing the pre-booked elements of their holiday. The replacement items must either match the original booking or be of exactly the same standard, board basis, cruise itinerary, cabin/room type, tour etc, as the original. The consumer’s claim cannot exceed the cost of their original flight inclusive package holiday (including flights) and is subject to how you originally paid for your trip.
Payments made directly to All Leisure Holidays Ltd
If you paid for your original trip either partially or fully by credit card directly to All Leisure Holidays Ltd your claim will be with the credit card provider for the portion you paid by credit card and the CAA for payments by other methods.
You should check with your credit card provider prior to travelling to establish what you may be entitled to claim from them.
If you choose to travel, you should ensure that you retain a clear receipt for replacement elements, which will be required in order to make a claim for reimbursement from the CAA.
You will only be entitled to claim for any replacement costs from the CAA up to the cost of your original trip, less the amount originally paid by credit card. In order to make a claim we will require all the original documentation and proof of payment to All Leisure Holidays Ltd along with proof of payment and receipts for the replacement elements. Please refer to the ATT Payment Policy (Paragraph 1.19.11) for full details.
Please note claims cannot exceed the total cost of the original booking made with All Leisure Holidays Ltd.
Payments made via a travel agent of All Leisure Holidays Ltd
If you paid for your original trip by any method to an agent of All Leisure Holidays Ltd your claim will be with the CAA. Please refer to the ATT Payment Policy (Paragraph 1.19.11) for full details. Please note claims cannot exceed the total cost of the original booking made with All Leisure Holidays Ltd.
Consumers with cancelled bookings
If you paid for your original trip either partially or fully by credit card directly to All Leisure Holidays Ltd your claim will be with the credit card provider for the portion you paid by credit card and the CAA for payments by other methods.
If you paid for your original trip by any method to an agent of All Leisure Holidays Ltd your claim will be with the CAA.
For bookings which do not include a flight element consumers can make a claim through Abta. Its website states:
If you have booked another type of holiday, including a UK departing cruise on the Swan Hellenic Minerva, and the Voyages of Discovery Voyager ships, you will need to make a claim to get your money back.
Customers who require further information or help, should contact Abta on 020 3758 8742 or visit abta.com/latest-travel-alerts
Any customers that are currently overseas will be repatriated to the UK. If you need any help or assistance call 020 3117 0553.
See also:
All Leisure Group ceases trading
G Adventures confirms acquisition of Just You and Travelsphere
Allard apologises for All Leisure failure
All Leisure administrator blames loss-making cruise operations