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CAA seeks to pay Monarch ATOL claims in 28 days

CAA seeks to pay Monarch ATOL claims in 28 days

The UK Civil Aviation Authority is gearing up for a huge number of claims from Monarch’s ATOL protected customers following the collapse of the airline.

As the first week of the CAA’s ‘flying programme’ ends, 404 flights will have operated bringing home almost 80,000 people. 

In week two, the CAA will operate a further 300 flights and passengers are being advised to check the website to confirm the time of their flights at least 24 hours in advance as some people will need to arrive at the airport earlier than originally planned.

For those people with future bookings, the CAA recognises passengers will want to get their money back as soon as possible. 

In order to process an estimated 32,000 claims it has instructed a number of professional handling agencies to ensure all claims are managed effectively and refunds issued speedily.


All of Monarch’s ATOL protected package customers, or their travel agent, will receive by email a claim form from the CAA by Wednesday October 11th, 2017.

The agencies have access to dozens of dedicated staff, who will start processing claims as soon as they are received next week.

The CAA expects most legitimate claims, to be processed within 28 days of receipt.

If additional information is required this may take a little longer, but the CAA is committed to processing the claims as quickly as possible.

All refunds to Monarch’s ATOL-protected customers will be paid by the Air Travel Trust from the ATOL fund that exists to protect customers in the event of a travel company failure. 

Other ATOL protected customers, who booked with a tour operator or travel agent, other than directly with Monarch, should speak to their ATOL holder directly. 

These customers may be able to get a refund or be offered an alternative flight or holiday.

Andrew Haines, chief executive of the CAA, said: “We recognise there are many thousands of Monarch customers who will be bitterly disappointed that their holidays have been cancelled.

“Those who bought a package holiday from Monarch are ATOL protected, which means they have full financial protection and are entitled to a full refund of the cost of their holiday.

“By streamlining our processes and using experienced handlers, we aim to ensure claims are managed effectively and customers receive their refunds as quickly as possible.”