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CAA’s Travel Protection Scheme looks after ATOL-Protected Holidaymakers as Sun4U ceases trading

Tuesday 17, August 2010

Birmingham-based travel company Sun4U Limited was placed into administration yesterday, and the Civil Aviation Authority (CAA) has stepped in to protect holidaymakers on its ATOL protected package holidays.

Sun4U sold air holiday packages to Spain and other Mediterranean destinations, under ATOL 9251. Sun4U also sold holidays and accommodation through the firm’s ABTA travel agency; these sales are not protected by Sun4U’s ATOL.

Sun4U customers who are currently overseas

The CAA will ensure that ATOL-protected customers are able to fly home as planned; they should therefore arrive at the airport in time to check-in for their flights home as normal.

In order for customers to determine whether they are ATOL protected or not, they should check that they booked an air package holiday with Sun4U. To do this, customers should check the invoice/receipt received at the time the booking was made and paid for.

The CAA is working to ensure all protected customers who are overseas can stay in their accommodation until they are due to travel home. However the CAA understands that some customers are being asked to pay again for their accommodation. If this is the case, they should send a claim to the CAA on their return home so that a refund can be considered. Those customers protected under Sun4U’s ATOL should receive a refund.

Sun4U customers with forward bookings 

To determine whether they can continue with their travel plans or not, customers should confirm who they are booked with by checking the invoice/receipt received at the time the booking was made and paid for.

Customers who contracted air package holidays with Sun4U Limited will be financially protected under ATOL 9251, should not travel and instead should make a claim for a refund. 

Customers who booked through Sun4U with other tour operators should contact their operator to check if their holiday can still go ahead.

Customer who booked a Sun4U holiday where payment for their flights went directly to the airline, are not ATOL protected. These people may still be able to travel. They should contact their airline to check. However, if they also booked accommodation they should be aware that this might not be available. 

Some customers booked just accommodation with Sun4U: these arrangements are not covered by ATOL. If an accommodation supplier is identified, customers are advised to contact the supplier to establish the status of their booking. If customers are unable to use the booked accommodation, they should contact their credit card issuer, Visa bank card issuer or travel insurer about whether they can obtain a refund. 

More information about the claims process is available on the CAA’s website: www.atol.org.uk

Richard Jackson, CAA Director of Consumer Protection, said:

“Disruptions to holidays are always very upsetting, and it is made even worse when people are not sure whether or not they have financial protection. Those with ATOL-protection will be able to fly home as planned and get their money back for forward bookings, but the complexities of today’s holiday market means that there is often uncertainty whether people are protected or not.

“We are working with the Government to get the ATOL scheme reformed to give consumers clarity and confidence when things go wrong. In the meantime, people should double check whether they are ATOL-protected with their agent when they book and if they are, make sure they take their ATOL-receipt with them when they go on holiday.”

ATOL-protected Sun4U customers who are currently abroad and experiencing difficulties should contact the CAA for more information on 0044 (0)161 444 5810. Those with forward bookings requiring general advice about refunds under the ATOL scheme should go to the CAA website or can contact the CAA on 0844 571 7260.

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