We are an ATOL bonded tour operator authorised by the Civil Aviation Authority (CAA). Every holiday we sell that includes a flight element is protected under our ATOL licence number 10544. In the unlikely event of our insolvency, the CAA will ensure that you are not stranded abroad and will arrange to refund any money you have paid to us for an advanced booking.
All the flights and flight-inclusive holidays on this website are financially protected by the ATOL scheme. When you pay you will be supplied with an ATOL Certificate. Please ask for it and check to ensure that everything you booked (flights, hotels and other services) is listed on it. Please see our booking conditions for further information or for more information about financial protection and the ATOL Certificate go to: www.atol.org.uk/ATOLCertificate.
As a member of the Association of Bonded Travel Organisers Trust Limited (ABTOT number 5199), The Natural Travel Collection Ltd trading as Families Worldwide has provided a bond to meet the requirements of the Package Travel, Package Holidays and Package Tours Regulations 1992.
The Association of Bonded Travel Organisers Trust Limited (ABTOT) provides financial protection under the Package Travel, Package Holidays and Package Tours Regulations 1992 for The Natural Travel Collection Ltd trading as Families Worldwide, and in the event of their insolvency, protection is provided for the following:
1. non-flight packages commencing in and returning to the UK;
2. non-flight packages commencing and returning to a country other than the UK;
3. flight inclusive packages that commence outside of the UK, which are sold to customers outside of the UK;
4. accommodation only bookings.
1, 2, 3 and 4 provides for a refund in the event you have not yet travelled. 1 and 3 provides for repatriation. Please note that bookings made outside the UK are only protected by ABTOT when purchased directly with The Natural Travel Collection Ltd trading as Families Worldwide.
Am I Still Protected If I Book My Own Flights Direct?
It is impossible for us to outline every scenario and situation that could possibly affect your holiday arrangements. As an example, however, we have outlined below our policy that applied when the Eyjafjallajokull volcano in Iceland erupted in 2010, which caused disruption to airline services and subsequently impacted on thousands of holidays.
While this is our overall policy it is worth noting that we are a small company that places a priority on personal care and attention, so every situation is dealt with on a case by case basis. Our advice is that you book all arrangements through us to ensure your maximum protection. Our priority is to ensure minimal delay and inconvenience to our customers. And since we are fully bonded with the CAA and ABTOT, we are obliged to deliver components of packages booked through us.
Should you wish to book your own flights direct, you will not be covered by our ATOL bonding. If everything goes to plan then this is not a problem, however if there are disruptions to your holiday plans for whatever reason (volcano eruption, strikes, delay that results in missing boat or flight connections etc), then we are not responsible and it will be down to you to resolve your situation independently.
As an example of how a disruption is typically managed, please read on…
The Policy We Adopted for the 2010 Eyjafjallajokull Eruption
If You Have Yet to Travel
Flight Inclusive Packages
If you have booked a flight inclusive package through us then you can rest assured that we will monitor the situation constantly and liaise with relevant airlines. There is really nothing we can do until an airline cancels a flight; but in that event we will offer to re-book an equivalent holiday at no additional cost to you.
Flight Exclusive Packages
If you have booked land only arrangements with us (ie: you have booked a holiday but arranged your own international flights), it is your responsibility to check with the airline/agent you booked with and keep us informed of the situation. If the airline you booked with cancels your flight, please inform us in writing and we will do our best to offer the option to transfer to the same holiday at a later date (dependent on any overseas costs incurred for the booking). If this is not suitable, we will offer to refund any recoverable costs.
If You are Returning From Overseas
Flight Inclusive Packages
If you have booked a flight inclusive package through us, we will work with our airline partners and ground suppliers to make logistical arrangements and ensure that any ensuing delays are minimised. We will offer contribution or assistance towards accommodation and subsistence. If you booked a flight inclusive package through us but then decide to travel home by any method other than the original airline booked, we will not be able to cover any costs arising and any travel arrangements you make are at your own expense and risk.
Flight Exclusive Packages
If you have booked land only arrangements with us (ie: you have booked a holiday but arranged your own international flights), please check with the airline/agent you booked with and keep us informed of the situation. Our local suppliers/team will do everything we can to assist, but you are responsible for making your return arrangements and will be liable for your own subsistence expenses. Please note that we cannot assist with booking flights or transport for land only clients stranded overseas.
Please also note that should you wish to book your own flights direct you will not be covered by our ATOL bonding. If everything goes to plan then this is not a problem, however if there are disruptions to your holiday plans for whatever reason (volcano eruption, strikes, delay that results in missing boat or flight connections etc), then we are not responsible and it will be down to you to resolve your situation independently.
If you are booking land only it is your sole responsibility to ensure that you arrive at the joining point for the contracted arrangements in good time before these commence. No refunds will be provided in respect of any unused services contracted as a result of any delayed arrival. Similarly our contractual obligations cease at the end of your contracted arrangements.