Jetline Travel customers fight for refunds for cancelled holidays as travel agent goes bust

"Extremely disappointed" customers have been left desperately attempting to get massive sums back after a travel agent went into administration.

This week it was reported that Jetline Travel had gone into administration, likely signalling the end for the 25-year-old British firm. It came a month after its ATOL status was removed, meaning holidaymakers booking trips with the firm would not have the extra protection is something went wrong.

It is unclear how many people have been impacted by the bad news, although it could easily stretch into the thousands. Jetline Travel had an ATOL license to take almost 5,000 passengers on trips. Travel Weekly has claimed 800 customers now face having their holidays cancelled.

One unhappy would-be customer wrote to the Mirror to describe their predicament. "Myself and three others have been affected by Jetline Travel going into administration," they explained.

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"We had a package holiday booked for a cruise and stay in Hawaii and are in the process of trying to claim our money back. I am extremely disappointed as this was a special holiday for my 60th birthday and will have to wait until next year now before I can celebrate."

Others took to the web to vent their frustrations. One wrote: "Our holiday including cruise, flights and hotels appear to has gone. Totally unable to contact Jetline." Another claimed that they were told they had "48 hours to pay again" for a trip or it would be cancelled.

Alan Clark, of financial recovery specialist Carter Clark, and Neil Bennett, of restructuring and insolvency firm Leonard Curtis, were appointed on March 28 as the travel company was plunged into administration, TTG Media reported.

According to Travel Weekly: "It is understood Jetline, which traded under multiple brands, had failed to pass on customer payments. It had been selling cruises both as a retailer and at net rates, making itself the principal on some bookings." Jetline Travel Limited's company pages on UK Government website show the appointment of an administrator last month.

In 2023, the agency had a transaction turnover of £28.1 million and an operating profit of £655,000, according to TTG. When the Jetline Travel stopped trading as an ATOL operator in March, it was estimated that around 5,000 customers would be affected, with the majority being cruise holidays.

These include cruises with Princess, Cunard and Holland America, most of which have now been cancelled due to a 'breach of contract' with Jetline. The CAA advised at the beginning of March: "If you are currently overseas and you hold a scheduled flight e-ticket, the flight remains valid for the return journey. You are advised to check-in with the airline as per the existing flight ticket. We are currently collating information from the company, and we will update this page shortly with instructions for Jetline Travel Ltd ATOL protected bookings on how to make a claim."

However, the CAA warned that bookings sold as accommodation only, non-flight packages and cruise only bookings which do not include a flight element, would not be protected by the ATOL scheme.

If you have a booking with Jetline Travel, or a different travel company that faces going bust, there are some steps you can take.

Contact the Travel Company

Start by reaching out to your travel company to confirm that your booking is still intact. If the travel agency goes out of business, your reservation should remain secure.

Reach Out to Your Tour Operator

If you're unable to get in touch with the travel company, contact your tour operator, accommodation provider, or flight carrier for information about your booking. It’s a good idea to verify your reservation with multiple sources to ensure everything is in order.

Verify ATOL Protection

Check whether your booking is protected under the Air Travel Organisers' Licensing (ATOL) scheme. If your holiday is ATOL-covered, your travel provider should have issued you an ATOL certificate. Note that some companies, like Jetline, ceased trading as ATOL holders in March, so travelers who booked through them may not have protection. If you're ATOL-protected, carefully read the certificate to understand who is covered and what steps to take.

Consider Section 75 Protection

If you’ve paid £100 or more for your holiday, and part of the payment was made via credit card, you could be eligible for protection under Section 75 of the Consumer Credit Act. This means your credit card company might offer a refund. Alternatively, if you paid using Visa or Mastercard, you may be able to initiate a chargeback claim to recover your money.

Contact Your Travel Insurance Provider

Reach out to your travel insurance company to inquire if they can provide any assistance. However, it’s important to note that not all insurance policies cover cancellations resulting from a travel company going bankrupt.