When do I have to start issuing ATOL Certificates?

From 1 October 2012 you will be required to issue an ATOL Certificate for all new bookings when a

deposit payment is made for a flight inclusive package where you act as agent on our behalf.

Which ATOL Certificate is to be used?

We will send you the ATOL Certificate format approved by the CAA for “package” sales. We will

produce the ATOL Certificate in our booking systems for all relevant bookings and this will be

attached to the customer’s booking confirmation. You must issue to the customer the ATOL

Certificate produced by us.

All ATOL Certificates must be issued in the CAA standard format and an example can be found on

“askCCS?”.

Where will I get the ATOL Certificate from?

We will produce the ATOL Certificate in our booking systems for all relevant bookings and this will be

attached to the customer’s booking confirmation.

How is the ATOL Certificate issued to the customer?

You must give the customer the ATOL Certificate produced by us if the sale is made face to face. The

only exception to this is if you sell one of our flight inclusive packages face to face, and do not

receive the ATOL Certificate from us due to a technical issue but have received payment from the

customer. In this case you would need to issue a manual ATOL Certificate including all necessary

information.

If you make a booking by telephone or online we will email the booking confirmation and ATOL

Certificate to you as soon as the booking is made and payment is taken.

It is a legal obligation that you then forward the Customer copy of the booking confirmation, with

the ATOL Certificate attached, to the customer

What about cruise only bookings?

ATOL Certificates must not be issued in our name for our cruise only bookings. Please note a cruise

that includes a package or tour supplied by us, which includes a flight, will be a flight inclusive

package and therefore an ATOL certificate will be issued by us.

If you take a cruise only booking and repackage it with flights, or other services supplied or

organised by you, then it is your responsibility to comply with any legal obligations that you may

have under the ATOL Regulations or otherwise. Any such flights or other services that are not

supplied by us MUST NOT appear on any documentation issued to customers in our name.

IF YOU ARE UNCLEAR ABOUT YOUR LEGAL OBLIGATIONS PLEASE SEEK INDEPENDENT ADVICE.

What happens if a customer makes changes to their booking?

In the case of changes that affect the information contained in the ATOL Certificate, where such

changes are made more than 72 hours before departure, a new booking confirmation and ATOL

Certificate will be created and issued. For changes made less than 72 hours before departure we will

update the booking on our system but will not create and issue a new booking confirmation or ATOL

Certificate.

What is the Unique Reference Number on the ATOL Certificate?

The Unique Reference Number that appears on the ATOL Certificate will be the customer’s booking

reference.

What if I am acting as a ‘Nett Rate’ Tour Operator?

If you are acting as the tour operator you will be responsible for issuing your own ATOL Certificate,

as appropriate, and you must not issue an ATOL Certificate in our name.

What do we do with back to back Fly Cruise bookings?

If a customer is booked on back to back fly cruise they will receive a separate booking confirmation

for each booking with an ATOL Certificate attached as appropriate.

If a customer has not booked any flights to join or return from their cruise but has booked a tour

supplied by Carnival UK which includes a flight, will an ATOL Certificate be issued?

Yes, where the package or tour forms part of our holiday package and includes a flight, an ATOL

certificate will be issued. Please note that shore excursions do not form part of the holiday package.

What happens if I make a cruise only booking for a customer and then subsequently add flights

supplied by Carnival UK?

Where a booking is made for a cruise only holiday and later flights are purchased through us, this

will become a flight inclusive package holiday. At the time the flights are added you will need to

request a new booking confirmation and ATOL Certificate via Polar Online on

completecruisesolution.com and issue in accordance with our instructions.

What happens when there is a name change on a booking which has a flight on it?

In the case of changes that affect the information contained in the ATOL Certificate, where such

changes made more than 72 hours before departure, a new booking confirmation and ATOL

Certificate will be created and issued. For changes made less than 72 hours before departure we will

update the booking on our system but will not create and issue a new booking confirmation or ATOL

Certificate.

My customer has lost their ATOL Certificate, how do I get a replacement?

Replacements can be issued by going in to the booking via Polar Online on

completecruisesolution.com and reissuing the booking confirmation.

Please find below some questions that your customers may ask you

What is ATOL?

ATOL is a financial protection scheme managed by the Civil Aviation Authority (CAA). It requires

travel companies selling air holiday packages and flights in the UK to hold a licence called an Air

Travel Organiser’s Licence (“ATOL”).

Which holidays are protected by the ATOL scheme?

Customers in the UK who book a flight inclusive package will be protected under the ATOL scheme.

What does ATOL protection mean for customers?

In the unlikely event of our insolvency, the CAA will ensure that customers who have booked a flight

inclusive package are not stranded abroad and will arrange to refund any money paid for an advance

booking. For further information visit the ATOL website at www.atol.org.uk.

What is Carnival UK ATOL licence number?

Our ATOL number is 6294 and this covers the following brands sold in the UK:

P&O Cruises Cunard Princess Cruises Holland America Line Seabourn.

What is the ATOL Certificate?

From 1 October 2012, anyone who books an ATOL protected flight inclusive holiday from us will be supplied with an ATOL Certificate. The ATOL Certificate is a standard form document which set out how the arrangements are protected and by whom. What if I (customer) make a booking at an event or on board the ship? If your customer makes a booking for a flight inclusive package at an event or on board the ship they will be issued with an ATOL Certificate. On board the ship, the ATOL Certificate will be issued with the booking confirmation and provided as soon as the booking is made and payment is taken. At an event they will be issued with an ATOL Certificate as soon as the booking is made and payment is taken; this will be hand written. The booking confirmation will then be emailed to you as their agent and you must forward it to your customer.

What happens if the airline fails?

In the event of an airline failure we will do all we can to ensure that your customer can continue

with their holiday. Our booking conditions detail what happens in the event of an alteration or

cancellation of the booking.

More Information

www.caa.co.uk

www.atol.org.uk.