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.
For holidays which do not include flights arranged by us, your booking will be protected by our membership of ABTOT (No. 5199). The Association of Bonded Travel Organisers Trust Limited (ABTOT) provides financial protection under The Package Travel and Linked Travel Arrangements Regulations 2018 for The Natural Travel Collection t/a Families Worldwide, and in the event of their insolvency, protection is provided for the following:
1. non-flight packages;
2. flight inclusive packages that commence outside of the EU, which are sold to customers outside of the EU * ; and
3. accommodation only bookings;
* Please note that flight inclusive packages that commence within the EU but outside of the UK will continue to be covered by ABTOT until the renewal of The Natural Travel Collection t/a Families Worldwide's ATOL number 10544 on 30 September 2018 in accordance with the transition period authorised by the Civil Aviation Authority.
ABTOT cover provides for a refund in the event you have not yet travelled or repatriation if you are abroad. Please note that bookings made outside the EU are only protected by ABTOT when purchased directly with The Natural Travel Collection t/a Families Worldwide.
In the unlikely event that you require assistance whilst abroad due to our financial failure, please call our 24/7 helpline on 01702 811397 and advise you are a customer of an ABTOT protected travel company.
You can access the The Package Travel and Linked Travel Arrangements Regulations 2018 here.
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.