Following the insolvency of STA Travel Holdings AG, STA Travel UK has now ceased trading and the directors are taking advice on next steps for the business.
The table below provides you with your options for next steps dependant on your booking type. We would like to apologise for the circumstances, and would like to thank customers for their support through these difficult times
STATRAVEL LIMITED
In all instances where you are due to travel, please call your suppliers to understand your
booking status. You will need to use the supplier booking reference, which can be found on
your itinerary
|
Booking Type |
Information |
Who to Contact |
Additional Options |
|
Package Holiday |
Where you have a flight plus hotel or tour on the same STA booking reference and all items were booked and paid for together and where you have a valid ATOL certificate |
CAA. Please visit the website address and complete the forms required |
Where you are not able to achieve a resolution from the suppliers or agencies in the “Who to Contact” column, you may try the following:
1) Check your travel insurance policy
2) If you have paid by credit card, contact your credit card company
3) If you have paid by debit card, contact your bank. You may be able to make a charge back claim |
|
Package Holiday
Where ATOL certificate is provided by the tour operator not STA |
Where you have a package, holiday purchased and an ATOL certificate has been issued in the name of the package holiday company. i.e. TUI, Jet 2 |
Please contact the tour operator directly |
|
|
Multiple Items on a Booking |
Where you have more than 1 item booked, and each item was added to your booking at different times/dates not in 1 single booking transaction) this is not classified as a package. |
As this booking is not a package holiday covered by the CAA please contact all suppliers that make up your booking. You may have an ATOL certificate for some elements and not others. Where you have an ATOL certificate you will need to contact the CAA for that part ONLY and for all other items contact the suppliers directly. Further information on contacting the suppliers is detailed below. |
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|
Flight Only |
Where you have paid a deposit only you should have an ATOL certificate |
CAA. Please visit the website address and complete the forms required |
|
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Flight Only - Where your ticket number DOES NOT start with the number “094” |
Where you have paid for your flight in full and have a ticket number/ valid e-ticket |
Please contact the airline directly |
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|
Flight Only - Where your ticket number DOES start with the number “094” |
Where you have paid for your flight in full and have been issued a ticket number/ e-Ticket |
Please contact the airline directly |
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|
Hotels, Tours and other non-flight booked items |
Where you have a booking number and have paid a deposit or paid in full |
Please contact ABTA https://www.abta.com/news/sta-travel-limited-ceases-trading-advice-customers |
|
|
Car Hire or Camper Van only |
Where you purchased a car hire or camper van to self-drive |
Please contact ABTA https://www.abta.com/news/statravel- |
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|
Refund Credit Note (where ATOL certificate was issued at the Time of booking) |
Where you have been issued a refund credit note including a valid ATOL certificate |
CAA. Please visit the website address and complete the forms required |
|
|
Refund Credit Note |
Where you have been issued an STA refund credit note with no supplier details on your documentation and no ATOL certificate |
Please contact ABTA providing as much detail as you can from your original booking confirmation. https://www.abta.com/news/statravel- |
|
|
Refund Requested |
Where your trip was in the process of being refunded prior to 21 August |
Please follow the above guidance depending on your holiday type |
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For bookings made with STA Travel, through a business or organisation such as, group travel, university trips and corporate events |
For all travel types |
Please contact your employer, university or the trip organiser |
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Salary Sacrifice Schemes
For bookings made with STA Travel on behalf of a business using your salary sacrifice scheme |
Where you have made a booking through your salary sacrifice, please follow the steps above based on whether your booking relates to a package holiday or any other holiday type |
Please use the above information to determine the relevant contact based on your type of booking. |
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Salary Sacrifice Schemes
Employers salary sacrifice scheme funds and where no booking is made with STA Travel |
Where you have not used your salary sacrifice and yet to make a booking |
Please contact your employer who will be aware of STA’s situation |
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Travel insurance (purchased via STA) |
Where you purchased and are in receipt of a valid insurance policy |
Please check with the insurance Provider |
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Cash Cards |
Where you have purchased and loaded funds onto your card |
These will not be affected |
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When you have completed all steps as shown in the above guide, and you need additional support, please email: claimshelp@statravel.com |
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Updated 19.09.20