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FAQs
Last Updated Wednesday 20th January 14.00pm. This page will be continuously updated.
How to reassign your booking and make a claim
For your holiday to go ahead as planned, you need to reassign your holiday from Arena Tours Limited to Leger Holidays Limited trading as Arena Travel (for holidays not containing a flight) or Leger Air Holidays Limited trading as Arena Travel (for holidays containing a flight).
A member of our friendly team will contact you to explain the reassignment process and answer any questions you may have. You will then receive a reassignment letter in the post, which you need to sign and return to us. We recommend you send this in the post as First Class Tracked.
Once you holiday has been reassigned to Leger Holidays, you need to make a claim in order for the monies you have paid to be refunded to you. You will then need to transfer your refunded holiday monies to Leger Holidays Limited trading as Arena Travel (for holidays not containing a flight) or Leger Air Holidays Limited trading as Arena Travel (for holidays containing a flight). Please rest assured that you will not need to pay any additional money.
Please follow the simple steps below:
Did your holiday include a flight?
Your holiday was protected through the CAA (Civil Aviation Authority), and you need to make a claim directly through ATOL's portal.
To make a claim with the CAA, you will need the following to hand:
- Your original invoice
- Your flight details
- Your ATOL certificate
- An image/scan of the Lead Passenger’s passport photo page
You then need to fill in the CAA’s online Claim Form.
Please click here to open our step-by-step guide on how to fill in your CAA Claim Form.
Next, click here to fill in your Claim Form on ATOL's portal.
Was your booking made before 17.03.21?
Your holiday was protected through Financial Failure Insurance provided by Arena Travel, and you can make a claim via Towergate Chapman Stevens a trading name of Towergate Underwriting Group against their Zurich Insurance plc Niederlassung für Deutschland, insurance policy.
To make a claim, you will need the following to hand:
- Your original booking confirmation document
- Your original invoice
To make a claim, please contact Towergate using the below contact details, and advise that the holiday you had booked with Arena Tours Limited didn’t go ahead as they went into administration, and you’d like make a claim to recover your money.
Towergate Contact Details:
Address:
3000 Hillswood Drive
Hillswood Business Park
Chertsey
Surrey
KT16 ORS
Telephone: (+44) 1932 334140
Email: tcs@towergate.co.uk
Policy Ref: ARE/ZUR/21862
Your Arena Travel holiday was protected through Zurich Insurance plc (Financial Failure Insurance) provided by Towergate Chapman Stevens and their claims handlers Insurance Administration Services are assessing and processing claims on their behalf.
To make a claim, you will need the following to hand:
- Your original invoice
- Bank account, credit card, or other payment statements (as appropriate) showing all payments made to the tour operator
- for your trip. If you paid by cash, please provide a bank statement that shows the withdrawal
- A copy of your debit and/or credit card provider’s final response to your Section 75 or your charge back claim under their protection schemes. Please note: if your claim has been rejected incorrectly, you may receive instructions from us on how to re-approach your card issuer
- A copy of a utility bill and your passport for identification purposes
- Any other documentation or receipts that you feel will support your claim
To make a claim, please download the claim form below, due to the holiday you booked with Arena Tours Limited not going ahead as the company fell into administration on 23 September 2022, and you’d like to make a claim to recover your money.
Download Claim Form hereInsurance Administration Services Contact Details:
Address:
PO Box 9
Mansfield
Nottinghamshire
NG19 7BL
Telephone: 01623 645308
Email: claims@ias-health.co.uk
Policy Ref: ARE/ZUR/21862
General FAQs
Regrettably Arena Travel ceased trading and on Friday 23rd September, went into administration.
On 23rd September 2022, the Leger Shearings Group purchased the assets of Arena Travel. This includes the company’s database, websites and social media pages. All future bookings have been taken over by the Leger Shearings Group.
The majority of holidays are still scheduled to go ahead as planned. If there are any changes to these plans, you will be contacted in due course.
No, you will not need to pay any additional money. All monies already paid by yourselves are protected either through your credit card cover or Financial Failure Insurance provided by Arena Travel when you made your booking. However, this must be reclaimed by you in the first instance and then once received, repaid to the Leger Holidays. You will also need to assign your booking from Arena Tours Limited to Leger Holidays Limited / Leger Air Holidays Limited trading as Arena.
You will need to claim from either the Civil Aviation Authority (CAA) if your Arena Tours holiday featured a flight and you were ATOL protected, or if your holiday did not feature a flight, you should claim from the Financial Failure Insurer (FFI).
ATOL are currently collating information from Arena Tours Ltd and will update their website as soon as possible with details on how to make a claim for your ATOL protected booking, including details on how you may assign your claim to Leger Holidays Limited / Leger Air Holidays Limited trading as Arena.
You have some choices.
If your tour is going ahead, when claiming you may assign those monies refunded on to Leger Holidays Limited / Leger Air Holidays Limited trading as Arena who will operate your tour.
If your tour is not going ahead, you will not need to assign your booking to Leger Holidays Limited / Leger Air Holidays Limited and will keep all monies refunded to you.
Once you have assigned your booking over to the Leger Holidays Limited / Leger Air Holidays Limited you will need to start the claim process. We will be here to support you throughout the process.
You will need to claim from either the Civil Aviation Authority (CAA) if your Arena Tours holiday featured a flight and you were ATOL protected, or if your holiday did not feature a flight, you should claim from the Financial Failure Insurer (FFI).
ATOL are currently collating information from Arena Tours Ltd and will update their website as soon as possible with details on how to make a claim for your ATOL protected booking, including details on how you may assign your claim to Leger Holidays Limited / Leger Air Holidays Limited trading as Arena.
If you have not received your refund by the time you take your holiday, you just need to go on your holiday as planned, then simply forward your refund on to us, as per your signed agreement, when you return from your holiday.
You will need to make a claim with the CAA or FFI, as detailed above. In instances like this, we will be able to support you through the claim process
If you have been advised that your holiday is going ahead as planned, you will need to transfer your booking from Arena Tours Limited to Leger Holidays Limited / Leger Air Holidays Limited trading as Arena. You will receive a form in the post which you will be required to sign and send to Leger Holidays using the below address. We recommend you send your form in the post as First Class Tracked. This signed letter forms an agreement stating that once you have received the refund, you will then make the payment to Leger Holidays Limited / Leger Air Holidays Limited trading as Arena.
Leger Holidays Address Details:
Leger Holidays
Sunway House
Canklow Meadows
Rotherham
South Yorkshire
S60 2XR
If your holiday is due to depart before the 10th October, please return your form within 7 days of returning from your holiday. Your travel documents will remain as they are. Otherwise, please start the process within 7 days of receiving your letter, and once we receive your monies, we will issue you with new documentation for your upcoming holiday/s. The CAA will shortly be opening an online claims portal to submit your refund request and assignment online. This page will be updated once this is open.
Yes, your paperwork is very much still correct and valid. Please join your holiday at the times and places as advised on your Travel Documents.
All travel documents are sent within 7 to 10 days of departure. We are currently up to date and working within this deadline, so customers will receive their documents as usual within this timeframe.
No, holidays are scheduled to operate exactly as planned.
All flight holidays will now be operated by Leger Air Holidays Limited who are a fully ATOL protected, bonded and regulated tour operator – ATOL no 3880. All non-flight holidays will be operated by Leger Holidays Limited and ABTA protected – ABTA no V3582. Once paid, your money is fully protected with us.
Whilst we would very much like you to join your planned holiday if you do not wish to travel, you can request a transfer to the same holiday on a different date or a different holiday or request a full refund. You will still need to go through the claim procedure, as outlined above.
Fifty permanent employees will retain their jobs under the Tupe regulations, and three Arena Travel offices in Market Harborough, Buckingham and Nacton, Suffolk will be taken over by the Leger Shearings Group.
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