The ATOL Certificate is the customer’s proof of ATOL protection, and its unique reference number is what they quote if the ATOL holder fails. Its format is set by the Civil Aviation Authority (CAA) and must be followed exactly, including the yellow background on electronic versions, with no company branding.

When it must be issued

As soon as the first payment is taken, including a deposit. The CAA counts taking card details as taking payment. If the customer pays the airline or another ATOL holder directly, the certificate is due when the booking is made. If the customer is with you, they get the certificate there and then. If not, it is emailed straight away, or for a phone booking emailed or posted straight away.

The four types

• Package (Single-contract)

• Package (Multi-contract)

• Flight-Only

• Flight Inclusive Day Trip

Details that catch businesses out

• The certificate names the ATOL holder providing the protection. The issuer is the business that dealt with the customer, even if the ATOL holder’s system produced the document.

• Only protected items may be listed, and a certificate must not be issued for a sale that does not need one.

• If any details change more than 72 hours before departure, an amended certificate must be supplied.

• A Flight-Only certificate must list all known passenger names, including infants. A package certificate can show just the lead name.

• Giving the wrong type matters. If a customer booked accommodation or car hire with their flight but was given a Flight-Only certificate, the Air Travel Trust’s payment policy says it will not pay that customer anything, not even for the flight.

• It is not a booking confirmation. For packages, the organiser’s confirmation is a separate document.