GUIDANCE ON THE APPLICATION OF THE CODE OF CONDUCT


12 August 2015


Important Notice. This is an important document. You should retain this as you will need it if your travel arrangements are protected under a scheme of financial protection and you need to make a claim.


If you’re acting as agent for more than one principal, you should ensure that you issue to the client a separate receipt for each of the travel arrangements sold.


If you’re selling ATOL protected products, then your receipt needs to:  State the name and ATOL number of the ATOL holder;  Identify which part of the money taken is protected by the principal ATOL holder's ATOL and which, if any, is not;


 Contain this statement: “Your Financial Protection When you buy an ATOL protected flight or flight inclusive holiday from us you will receive an ATOL Certificate. This lists what is financially protected, where you can get information on what this means for you and who to contact if things go wrong.”


If you’re selling flights which aren’t ATOL protected you need to make this clear on your receipt; see Airline Ticket Agent and Using the Client’s Credit or Debit Card, below.


Principals’ documents


Agents must also pass on to the client any documentation from the principal. You shouldn’t materially alter, amend, or delete any part of any principal’s documentation or fail to pass on any documentation from a principal intended for the client.


ATOL Certificates


When you act as agent for an ATOL holder, or sell a Flight-Plus under your own ATOL, you must issue to the client an ATOL Certificate immediately you accept payment. You must issue the correct Certificate: package, Flight-Plus or flight only.


If you’re selling a Flight-Plus you will issue your own Certificate. If not, you will issue the ATOL holder’s Certificate. Check with the ATOL holder if you are to create it, or if they will create it and send it to you. This is likely to be set out in your agency agreement, too.


The Certificate must be handed to the client if they’re present or, if not, immediately emailed to them (or immediately sent by equivalent electronic means). In the case of a client that books by phone, the Certificate must be immediately emailed or posted to them.


The ATOL Certificate must be in the format set out in Section 1.3 of the CAA’s Official Record Series 3 at www.caa.co.uk/ORS3. The content must be completed as required. The specific format includes the yellow background. However, if the document is being distributed in hard copy, these may be supplied in black and white.


Much more information on completing the Certificate is available from the CAA, go to www.atol.org.uk/atolreform


Airline Ticket Agent


Where you act as an Airline Ticket Agent, you don’t issue an ATOL Certificate. (An Airline Ticket Agent is, broadly, an agent authorised by IATA, or by an agency agreement from the airline, to issue tickets. For more


©ABTA Ltd ©ABTA Ltd


190 ABTA CountryByCountry Guide 2016


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