CAA makes special arrangements for Goldtrail customers

The Civil Aviation Authority has struck a special deal for customers of Goldtrail Travel because it was a “highly unusual failure”.

It said it was rare for an operator to go into administration in the height of the summer, and circumstances of the failure are still being investigated.

So far, the CAA has repatriated some 20,500 Goldtrail customers, with nearly 112,000 people disappointed by the prospect of missing out on a holiday this summer unless the cost of their holiday can be refunded quickly.

“The CAA, working with the Air Travel Trust (ATT) and ATOL holders has responded to this unusual circumstance by introducing a special arrangement for this case, designed to give as many Goldtrail customers as possible the opportunity to have a replacement holiday arranged or a refund provided more quickly than usual,” it said.

Customers who booked a package holiday with Goldtrail will get a full refund from the CAA/ATT. All claims will be acknowledged within 28 days of receipt.

The CAA/ATT intention is to make refunds as quickly as possible, but incomplete forms may delay.

Customers whose paperwork shows they booked a flight with Goldtrail (whether or not part of other holiday arrangements) will be contacted by the ATOL holder who sold it.

These customers should be contacted shortly in order to have a replacement holiday booked or to arrange a refund.

Customers who may have already submitted a claim form to the CAA do not need to take any action, as this will be forwarded directly to the ATOL holder where required.

Richard Jackson, director of consumer protection for the CAA, said: “An ATOL holder failing in the school summer holidays poses particular problems and disappointment to customers.

“This collaborative approach is designed to give a large number of Goldtrail customers the opportunity to have a holiday rebooked for them or for a refund to be paid more quickly.

“If customers are in any doubt as to whether or not the travel company they booked with is an ATOL holder or not, please complete the ATOL claim form and we will ensure that these are either processed by the CAA or directed on to your ATOL holder.”

The CAA helpline for Goldtrail customers is 0844 856 2585.
The CAA helpline for Goldtrail customer abroad: 0044 203 441 0846