By Stephen Jones
This week saw the collapse of Flight Options Limited, a British travel operator which traded principally as Kiss Flights. Our quick Q&A gives you all the information you need if you are one of the thousands affected.
What has happened to Kiss Flights?
Kiss Flights offered charter flights to Mediterranean destinations such as Greece, Turkey, Cyprus, Egypt, Portugal and Spain, as well as to the Canary Islands. The company ceased trading on 17 August after its parent company, Flight Options Limited, went into administration.
What do I do if I’m already on a holiday booked through Flight Options or Kiss Flights?
Around 13,000 Flight Options customers are currently overseas according to the Civil Aviation Authority (CAA). The CAA says it will step in to ensure that all of these people will be able to complete their holiday and return to the UK as part of the Atol holiday protection scheme run by the CAA, which covers UK flight operators. Customers are being advised to arrive at their departure airport at the planned time and should be flown home as normal.
In order for customers to determine whether or not they are Atol protected, they should check that they booked through Flight Option/Kiss Flights via their original booking receipt or invoice.
I’m due to travel through Flight Options/Kiss Flights. What should I do?
The CAA has ensured flights due to leave the UK before 6pm Wednesday 18 August 2010 will go ahead as planned. However, after this customers will not be able to travel on booked holidays and should instead claim for a refund from the CAA.To make alternative travel arrangements, Flight Options and Kiss Flights customers are advised to contact their travel agent.
Can I get my money back?
There are several routes you can follow to get your money back:
- Flights purchased from the Flight Options brands are covered by the CAA’s Atol protection scheme, but any accommodation booked through them is not. The CAA says that Flight Options sold only a “very small” number of package holidays, but this could still amount to several thousand.
Follow the link to complete the CAA’s Atol claim form – but be warned that it may take several months for you to get your money back.
- You will be able to claim a full refund if you booked flights, accommodation and any other packages via one credit card transaction, assuming that the amount you’re claiming is between £100 and £30,000. This is because your purchase will be covered by section 75 of the Consumer Credit Act, which ensures that customers are able to claim a refund for goods that don’t arrive or those bought through suppliers that go out of business. In this case you should make a claim through your credit card provider, although it may tell you to seek help from Atol first.
- Similar rules apply for those who bought with a Visa debit card, which is covered by Visa’s Chargeback scheme. If you have a claim under either scheme rejected, don’t hesitate to get in touch with the Financial Ombudsman Service (FOS) to complain.
- Travel insurers will not pay out on claims that have already been made under the Atol scheme.
If you still want to travel: As Atol protection will only cover the cost of your original flight, it’s worth contacting your travel agent first to see if you can get a new flight arranged at no extra cost. If this is not possible, talk to your insurer to check whether your policy will cover you for any replacement flights booked at extra expense.
If you are no longer travelling: If you booked a package deal, you’ll need to claim via the Atol scheme. If your other arrangements are booked separately and are non-refundable, check your travel insurance policy or contact your insurer to see you are covered for a late hotel or car-hire cancellation, for example.
What companies are affected by the failure of Flight Options Limited?
Here is a full list of companies that have ceased trading as a result of the Flight Options group collapse:
- Africa Options
- America Options
- Canada Options
- Caribbean Options
- Dubai Options
- Elgouna Options
- Elgouna Villas and Apartments
- Flight Options
- Florida Options
- Florida Owners Club
- Golf Options
- Holidayops.com
- Kiss Flights
- Kiss Holidays
- Orlando Villas Direct
- Sportops.com
- Travel Options Direct
- Travelplus
Who can I contact?
Atol-protected Flight Options customers who are currently abroad and experiencing problems should contact the CAA for more information on 0044 161 444 5811.
Those with future bookings who have yet to leave the UK can call the CAA for general advice about refunds under the Atol scheme via 0844 571 7262.
