Financial Protection

Learn about the ways in which we ensure that your money is fully protected

Travel Trust Association

At Travel Without Limits, we’re proud to be members of the Travel Trust Association, member number X2898. The Travel Trust Association exists to protect you, the customer, with 100% financial protection and has been doing so for over 30 years. This means that every penny you pay to us is protected in full by the Travel Trust Association, so you can rest assured that your holiday, travel plans and money are in safe hands.

How does the TTA provide you with 100% financial protection?

As described below, insolvency protection is provided for package holidays and single travel services (e.g., accommodation-only). In addition to this insolvency protection, customers of TTA Members also benefit from fraud protection, which we describe further below.

Package Holiday Protection

If you have booked a package holiday, including a flight, your booking will be ATOL-protected, and your ATOL Certificate will set out what is protected. In the event of the failure of the TTA Member, the Travel Trust Association will make arrangements to enable your holiday to go ahead or alternatively for you to be refunded and/or repatriated. Further information on ATOL protection can be found on the Civil Aviation Authority’s website.

If you have booked a package holiday which does not include a flight then all payments made to a TTA Member for that package holiday are paid by that TTA Member into a specially designated Trust Account. In other words, when you pay ABC Travel Ltd, it will place all payments in the ABC Travel Ltd Trust Account. Credit Card Payments are automatically deposited into the Trust Account via electronic processing.

A Trust Account is a bank account designated to hold customer money. Your money remains in the Trust Account and is supervised by an appointed independent trustee who is either a banker, chartered or certified accountant or a solicitor. Both the TTA Member and the trustee are required to authorise payments from the trust account. Once your payment is held in the Trust Account, it will only be released in limited circumstances. As such, if the TTA Member fails, these arrangements will enable your holiday to go ahead or for you to be refunded and/or repatriated.

Single Travel Services Protection (e.g. for accommodation only)

All payments made to a TTA Member for single travel services (whether for transport, accommodation, entertainment or other activities) are paid by that TTA Member into a specially designated Trust Account in the same way as described above.

Once your payment is held in the Trust Account, it will only be released in limited circumstances. For instance, before the completion of your holiday, the money will only be released to pay for the services you have booked, such as to pay the airline or the accommodation provider. Alternatively, the money can also be released upon the completion of your holiday or if you cancel your holiday.

If the TTA Member fails, these arrangements mean that your suppliers will either already have been paid or the money will be available in the trust account to pay the suppliers of your holiday (so that the holiday can go ahead). Alternatively, if this is not possible, then money in the trust account can be used to refund you.

Fraud Protection

In addition to the insolvency protection described above, there is further protection against the risk of suppliers not being paid because of the fraud or dishonesty of a TTA Member or the trustee, up to a maximum of £11,000 per booking. So if you paid £2,000, which is not available in the Trust Account to pay suppliers due to the fraud or dishonesty of the TTA Member or the trustee, TTA guarantees to make up the loss of £2,000.

When you make a booking, you will be supplied with a guarantee certificate which records who is protected by the guarantee. You can see the terms of the TTA guarantee at www.traveltrust.co.uk/guarantee

Frequently Asked Questions

The Travel Trust Association is a travel trade association. TTA Members consist of travel agents, tour operators and travel organisers. It exists in order to protect you, the customer, with 100% financial protection and has been doing so for over 30 years. This means that every penny that you pay to TTA Members is protected by the mechanisms put in place by the TTA.

You may be familiar with the organisation ABTA, well the TTA operates in much the same way but with additional protection because when booking via a TTA member, all elements of your booking are protected, whereas with ABTA the cover varies from booking to booking.

It means that you can book your holiday secure in the knowledge that there are arrangements in place which will protect you in the unlikely event of a TTA Member becoming insolvent.

The protection comes in many forms as detailed above, but if a TTA Member becomes insolvent, you will either be offered a refund of monies paid or alternative travel arrangements will be organised.

All members of the Travel Trust Association have to abide by the member Code of Conduct. This is to ensure that the customers receive the best possible service, and members are aware of their responsibilities to you.

Every TTA Member deposits payments received for travel services into a Trust Account. The monies held in this Trust Account will only be released in limited circumstances.

A Trust Account is a bank account designated to hold customer money. Your money remains in the Trust Account, and is supervised by an appointed trustee who is either a banker, chartered or certified accountant or a solicitor. Both the TTA Member and the trustee are required to authorise payments from the trust account and this can only be done in certain limited circumstances.

Full details of the insolvency protection provided for package holidays and single travel services are provided above.

In addition to being held in trust, you also have a financial guarantee from the Travel Trust Association.

There is protection against the risk of suppliers not being paid because of the fraud or dishonesty of a TTA Member or the trustee, up to a maximum of £11,000. So if you paid £2,000, which is not available in the Trust Account to pay suppliers due to the fraud or dishonesty of the TTA Member or the trustee, TTA guarantees to make up the loss of the £2,000. When you make a booking, you will be supplied with a guarantee certificate which describes how this protection works – you can see the terms of the TTA guarantee at www.traveltrust.co.uk/guarantee

A travel company enters into an Event of Default once they have ceased to be a member of the Travel Trust Association. It is a standard term used by the Travel Trust Association when a company is no longer a member of the Travel Trust Association for any reason.

If you have booked with a Travel Trust Association member who has entered into an Event of Default, the Travel Trust Association will step in and ensure you receive either your holiday, under the Package Travel Regulations or financial protection through the mechanisms put in place by the Travel Trust Association.

The TTA expects clients to travel as planned. They shall be liaising with suppliers and tour operators to ensure that your holiday/trip goes ahead unaffected.

If for any reason this is not possible, they will be administering a claim for a refund of money that you had paid to the member for your holiday. It is important that customers contact Travel Trust Association before booking a replacement holiday as it is likely that you will continue with your booking as intended. If you wish to cancel your booking please note that you will be subject to the cancellation charges levied by the Tour Operator. Travel Trust Association requires all customers to provide copies of correspondence with agency e.g. booking confirmation, invoices etc. as well as proof of payment. Please send this paperwork to: Travel Trust Association, St Andrews House, Woking, Surrey, GU21 6EB.

If you paid by:

  • Credit/debit card: If payment has been made by credit or debit card please forward your original card statement(s). This is the statement received on a monthly basis from your card provider and not only customer card holder receipts. Please contact your card provider for duplicate statements if necessary. Please ensure that the name of the account holder and payment to the Travel Trust Association member is clear.
  • Bank transfer: If payment has been made by bank transfer please forward your original bank statement showing that this transfer has cleared your account. Please ensure that the name of the account holder and payment to the Travel Trust Association is clear.
  • Cheque: If you have made payment by cheque please request a copy of this cheque(s) from your bank and forward upon receipt to the Association together with your bank statement(s) showing that this cheque(s) has cleared your account. Please ensure that the name of the account holder is clear.
  • Cash: If payment has been made by cash, please forward all receipts together with your bank statement(s) showing this withdrawal. Please ensure that the name of the account holder and the withdrawal balance is clear.

A travel company enters into an Event of Default once they have failed and ceased to be a member of the Travel Trust Association. It is a standard term used by the Travel Trust Association when a company has failed and is no longer a member of the Travel Trust Association for any reason.

In the event of a breakdown of communication or a serious disagreement between a TTA Member and their customer, the Travel Trust Association can act as an independent intermediary.

All complaints are dealt with in writing. Should you feel the need to make a complaint about a TTA Member, please detail the matter in writing and post it to Travel Trust Association, St Andrews House, West Street, Woking, Surrey, GU21 6EB. Please enclose copies of any previous correspondence that you may have had with the company and any paperwork that is at all relevant e.g. receipts and bookings.

Alternatively, you can also email customerservices@thetravelnetworkgroup.co.uk with the details of your complaint and any previous correspondence and paperwork that is relevant. Upon receipt the TTA will administer your complaint for you and ensure that you receive a response. Should the response that you receive not be satisfactory, they can then offer you an arbitration service.

ABTA ended its consumer promise in 2006. This means that not all of the travel arrangements that you book through an ABTA member are necessarily protected in case of the financial failure of the travel company.

You will need to ask the ABTA member how financially secure each of their travel arrangements are. If the arrangements are not automatically protected, the ABTA member may be able to offer suitable insurance to cover you.

If you book with a Travel Trust Association member your money is 100% financially protected. This is achieved in two ways.

Every Travel Trust Association member deposits your money into the trust account. A trust account is a bank account designated to hold the customers’ money.

Your money remains in the trust account and is supervised by an appointed trustee who is either a banker, chartered or certified accountant or a solicitor. Both the Travel Trust Association members AND the Trustee are required to authorise payments from the Trust Account.

In addition to being held in trust, your monies are also insured.

A Stand Alone Safe Seat Plan policy is an insurance policy which is issued on your behalf by the Travel Trust Association member. If your money is not in the Trust Account, the Stand Alone Safe Seat Plan policy will reimburse the loss of any amount paid to a Travel Trust Association member up to the value of £11,000 per passenger.

It is the combination of the Trust Account and the Stand Alone Safe Seat Plan that ensures all of the money which you have paid to a Travel Trust Association member is safely protected and available to pay for those services which you have booked.

Please be aware that this is NOT a travel insurance policy. The Stand Alone Safe Seat Plan will only protect the money that you have paid to a Travel Trust Association member. You will need to take out a separate travel insurance policy to provide cover for cancellation, medical expenses and lost baggage etc. The Travel Trust Association member will be able to provide you with a travel insurance policy.

Got more questions?

If you have any further queries about the way we protect our customers’ money, we would be more than happy to answer them for you via. Just click this button to send in your query and we’ll respond to you as soon as we can.

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