CAA sets up emergency helpline for XL passengers

The Civil aviation Authority has set up emergency helplines for holidaymakers affected by XL Leisure Group’s failure.

For customers abroad the number is: +44 (0) 2891 856547. For those in the UK with advance bookings, the number is: 0870 5900927.

A massive repatriation operation is underway following the UK’s third largest tour operation going into administration.

The CAA is working with the group’s administrator, Kroll, major tour operators, including Thomson, First Choice, Thomas Cook and Virgin Holidays, and airlines to ensure that UK customers currently abroad are taken care of.

Arrangements will be made to pay hotels and in-resort staff to ensure that holidaymakers that booked with XLUK tour operators can complete their holidays and fly home, according to the authority.

“Since XL Airways is no longer operating, flights to bring people home will be made with other airlines. The CAA plans to operate these flights as close as possible to the original schedule and we ask customers to be patient while these arrangements are being made,” the CAA said.

The authority issued advice for those abroad and the many others due to travel.

XL ran ATOL bonded tour operations offering passenger protection against company failure but also ran flights and accommodation-only deals which carry no protection.

CAA consumer protection group director Richard Jackson said: “This is a huge undertaking and we are working closely with the travel industry to protect and bring home the customers of the failed tour operators.

“Hotels and other suppliers will be paid so that those protected by ATOL will be secure while arrangements to fly them home are made.

“Flights to bring people home will differ from their original timings, but our aim is to minimise disruption to holidaymakers as far as we possibly can.

“We ask customers to be patient while these arrangements are made.”

For passengers abroad, the CAA said: â€œIf you booked a package holiday with an XLUK tour operator or a flight with Freedom Flights then the Civil Aviation Authority’s ATOL scheme covers you and you will be flown home without needing to pay any money.

“If you booked a package holiday or flight through another tour operator and were travelling on an XL flight then the tour operator covers you and you should be flown home without needing to pay any money. Please contact your tour operator.

“If you bought only a flight from XL Airways through xl.com or a travel agent, even though you are not covered by the Civil Aviation Authority’s ATOL Scheme, the CAA will endeavour to bring you home with the minimum of delay.

“However, there will be a fee to cover the cost. You are not obliged to use the CAA arrangements.”

For passenger yet to travel, the CAA said: “All future XLUK tour operator holidays are now cancelled and people with advance holiday bookings will not be able to travel.

“Outbound customers are advised not to go to their departure airport. Customers who booked with tour operators will be able to claim a full refund from ATOL. Information on how to claim is available on the CAA website (www.atol.org.uk).”

XLUK included four UK tour operators, all of which held Air Travel Organisers’ Licences:

The Really Great Holiday Company PLC – ATOL 3827

Which traded as:       Cruise City

Excel Holidays

The Florida Skytrain

Transatlantic Vacations

Travel City Direct

Travel City International

Freedom Flights Limited – ATOL 5296

Aspire Holidays Limited – ATOL 6536

Kosmar Villa Holidays PLC – ATOL 1760 which traded as:     Kosmar Holidays

XLUK tour operators flew mainly from Gatwick, Manchester, Newcastle, Birmingham, Bristol, Nottingham and Glasgow airports. XLUK arranged holidays in the main holiday resorts of the Mediterranean including Greece, Turkey and Cyprus, as well as the Canaries, Portugal, Malta and Egypt. It also operated long haul holidays in Florida and the Caribbean. The majority of holidays were sold through travel agents.

“People who have made advance payments will be able to claim refunds,” the CAA said.

Customers are being advised to see their travel agent and ask whether their booking can be transferred to another holiday.

Agents and customers will be able to download claim forms from the ATOL website.

The group’s UK airline, XL Airways (XLA), also sold seats direct to the public. People who booked with the airline are not ATOL protected. An estimated 10,000 passengers are abroad that booked direct with the airline.

Passengers with advance bookings paid by credit card should contact their card issuer or contact their bank if they paid by debit card. If they took out travel insurance, they should check whether their policy covered airline insolvency, according to the CAA.

The group also operated separate airlines in France and Germany. XL Airways France (operating under flight numbers starting XLF) and XL Airways Germany (GXL) are unaffected by this failure.

People who booked though accommodation–only arm Medlife Hotels are not ATOL protected.

“Those with advance bookings paid by credit card should contact their card issuer or contact their bank if they paid by debit card. If they took out travel insurance, they should check whether their policy covered holiday company insolvency,” the CAA said.

*Further advice is available for XL Airways and Medlife Hotels customers from the group’s administrators, Kroll, at www.xl.com or by telephone: 0800 068 8991 for customers in the UK; +44 (0) 208 242 4783 for customers abroad.

*See linked stories.

by Phil Davies