Monarch refunds

Customers who were yet to travel at the time Monarch Airlines entered administration.

If you have already submitted a claim, please contact the claims agency directly for an update by e-mailing claim@protectclaims.com with your claim number or use their online portal.

Do you have an ATOL Certificate?

It is a legal requirement that an ATOL certificate is sent to you immediately after making your first payment to an ATOL holder. This means it is often sent separately from other booking documents and may have been sent to you electronically.

NO - Please check our guidance for customers who are not ATOL protected.

YES - Go through the following steps which explain how to make a claim.


What type of ATOL Certificate do you have?

There are three types of ATOL Certificate – “Package sale”, “Flight-plus sale” and “Flight-only sale”.  The type of ATOL Certificate is clearly marked on the bottom right-hand corner of the first page. Please refer to the image below to see where you can find this information.

 Example ATOL certificates



What if I have more than one ATOL Certificate for my trip?

If you have more than one ATOL Certificate for your trip, please follow the instructions below for either the “Flight-plus sale” or “Package sale” Certificate (if you happen to have both of these Certificates, please follow the instructions above for “Flight-plus sale”).  If you also have a “Flight-only sale” Certificate, please disregard this.

If your ATOL Certificate says “Package sale”

Check your ATOL Certificate to see the section “Who is protecting your trip”, which will be clearly marked in the main part of the Certificate. 

If it says Cosmos Holidays Limited or Monarch Holidays Limited

How you claim will depend on how you booked:

  1. If you booked directly with Cosmos Holidays or Monarch Holidays, either online or by email / telephone, then we will have already sent you an email with a link to a claim form. You should follow the instructions in that email, which will vary according to how you paid for your trip.

    If you have not yet received this email, please check your junk mail or spam folder as our emails are being sent by an agency called “Protect Claims” on behalf of the CAA. If you have not yet received your claim form please e-mail the lead name of the booking, the booking reference and a copy of your ATOL Certificate to claims@caa.co.uk and we will contact you or send on a form.

    If you booked directly with Cosmos Holidays or Monarch Holidays (not through a travel agent) using a credit card, please contact your credit card issuer to make a claim for a refund. You may be asked to provide a letter from us confirming that you are not entitled to a refund from the ATOL scheme before your provider will look at your claim. You can download this letter which will provide them with all the information they need.

    or

  2. If you booked via a travel agent, you are still ATOL protected but you should contact that travel agent directly. The CAA will be in touch with them and they will assist you in making a claim with the CAA. You cannot claim from the CAA directly.

If your ATOL Certificate names any other travel company

If your ATOL Certificate names any other travel company in the section “Who is protecting your trip”, you are still ATOL protected but you should contact that travel company directly because they are responsible for protecting your trip.

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If your ATOL Certificate says “Flight-only sale”

Check your ATOL Certificate to see the section “Who is protecting your trip”, which will be clearly marked in the main part of the certificate. 

If it says First Aviation Limited (trading as Monarch Airlines)

How you claim will depend on how you booked:

  1. If you booked directly with First Aviation (t/a Monarch Airlines), either online or by email / telephone, then we will be sending you an email with a link to a claim form. You should follow the instructions in that email to submit your claim to the CAA.

    or

  2. If you booked via a travel agent, you are still ATOL protected but you should contact that travel agent directly. The CAA will be in touch with them and they will assist you in making a claim with the CAA. You cannot claim from the CAA directly.

If it says Avro Limited

You have booked through a travel agent and you should contact that travel agent directly. The CAA will be in touch with all travel agents and they will assist you in making a claim with the CAA. You cannot claim from the CAA directly.

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If your ATOL Certificate says “Flight-plus sale”

Check your ATOL Certificate to see the section “Who is protecting your trip”, which will be clearly marked in the main part of the Certificate.

The ATOL Holder shown in this part of your ATOL Certificate is responsible for protecting your trip and you should contact them directly.

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