A. A. Protect Claims are an independent company appointed by the Civil Aviation Authority (CAA), Association of British Travel Agents (ABTA) and the Confederation of Passenger Transport UK (CPT) to administer claims on their behalf.

A. Papers should be sent to:

Protect Claims,
PO Box 6430,
BASILDON,
SS14 0QT
UK

Please make sure that you:

1. Clearly mark your claim reference number on the first page of your papers.
2. Include a copy of all documents requested.
3. Refrain from using staples.
4. Pay adequate postage costs on the envelope, particularly if you are sending a large envelope.
5. Take copies for safekeeping and ideally send them recorded/registered delivery.

A. Yes. However, there are a couple of important notes:

Size

We do not advise sending any emails greater than 2MB in size as these may not be received. If the size of your attachments is larger than this, try breaking them down into smaller sized attachments sent across by several emails.

The size of the attachments is often determined by the resolution settings of the scanner. Black and white at 200dpi should be sufficient.

Format

For security reasons, we are only able to accept the following file extensions:

• .pdf
• .jpg

Also, for system security reasons we cannot accept compressed/zipped files.

Please ensure that your claim number is included in the subject line of any emails.

A. Your documents will be scanned and the original papers will be kept for a period of 4 weeks and will then be destroyed.

A. Your account number and sort code are stored within two fields that are encrypted with 128-bit master keys and use the AES (Advanced Encryption Standard) algorithm. Once saved these two fields are masked and can only be viewed by select members of the Accounts Team responsible for making claim payments.

A. We aim to review correspondence within 28 days of receipt, though this can vary depending upon whom we are working on the behalf of.

A. We will make a bank transfer to the nominated Bank Account and you will receive notification either by email or letter.

A. All calls are recorded for training and quality control.

A. The CAA maintain a list of ATOL holder/s which have collapsed, where you will find up-to-date information about the ATOL holder/s and how to claim. Each ATOL holder/s situation is different, so it is important you read this information carefully. https://www.caa.co.uk/atol-protection/

A. ATOL is the UK's financial protection scheme and protects you when you book a holiday with a UK ATOL holder. It will provide support so that you are not at a financial loss or without assistance abroad if your ATOL holder ceases trading.

ATOL stands for Air Travel Organiser's Licence and is backed by the UK Government.

A. Your ATOL Certificate is proof the booking is protected by ATOL.