Cruise Fares Unpaid As Travel Agent On Brink?

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Thousands of holidaymakers have been left scrambling for answers after UK-based travel firm Jetline Holidays lost its ATOL (Air Travel Organiser’s Licence) protection and ceased trading as an ATOL holder on 6th March 2025.

Jetline Holidays

The collapse has impacted nearly 5,000 customers, with many discovering their cruise bookings have been cancelled due to an alleged breach of contract with Carnival Corporation and other cruise operators.

Jetline Holidays, which has operated for over 20 years and worked with major cruise lines such as Princess Cruises, Cunard, Holland America Line, and P&O Cruises, has been hit hardest by Carnival Corporation’s decision to terminate all bookings made through Jetline.

While ceasing to trade as an ATOL member does not guarantee that the company will cease to exist altogether, it does mean that it can’t sell protected package holidays, and it signifies financial problems that could result in the company going into liquidation.

In a statement, Carnival Corporation addressed the situation, saying:

“We recognize how disappointing this news will be for affected guests and express our sincere apologies for the disruption caused.”

While no further details of the breach have been disclosed, Carnival Corporation has instructed customers to contact Jetline Holidays directly – but many have reported being unable to reach the company.

Norwegian Cruise Line also warns customers

Beyond Carnival Corporation, Norwegian Cruise Line (NCL) has also begun reaching out to Jetline customers.

One customer shared on social media that her mother had paid her full cruise balance six weeks ago, only to receive a call from NCL informing her that Jetline had gone into administration.

“NCL only received £100 from the booking company and told my mother that she needed to pay the remaining £965.38 within 48 hours to keep her booking.”

Similar stories have emerged from Royal Caribbean, Celebrity Cruises, and MSC Cruises passengers, with many now uncertain whether their cruise bookings remain valid.

Attempts to contact Jetline Holidays have been largely unsuccessful.

  • Their websites remain online, but sections such as “About Us” and “Contact Us” return error messages.
  • Calls to the company go unanswered.
  • Comments have been turned off on their social media pages.

Jetline’s director, Steven Roberts, has acknowledged the crisis, stating:

“We are trying to deal with various issues. Hopefully, we will have an update on what is going on very shortly.”

However, no further communication has been provided to affected customers.

What does this mean for customers?

The UK Civil Aviation Authority (CAA) confirmed that Jetline is no longer ATOL protected, which significantly limits customers’ options for refunds and rebookings.

  • Customers with P&O Cruises bookings are being transferred directly to the cruise line, ensuring their trips remain intact.
  • Bookings sold as “accommodation only,” non-flight packages, and cruise-only bookings are NOT protected under ATOL, meaning passengers may have to pay again for services not yet settled by Jetline.
  • The CAA is working to confirm the status of ATOL-protected bookings and will provide updates as soon as possible.

Customers should check their ATOL Certificate under the “Who is protecting your trip?” section to determine if their booking is covered. If the listed ATOL holder is still trading, they should contact that company directly for further assistance.

Jetline Holidays operated under multiple brand names, including:

  • Jetline Cruise
  • Bargain Late Holidays
  • Best Priced Holidays
  • Elegant Getaways
  • Cruise & More
  • Our Best Holidays
  • Save on Sun

With a reported turnover of £28 million in 2023, Jetline’s sudden downfall raises questions on whether stricter regulations are needed to protect customers from sudden cancellations.

If you booked a holiday or cruise through Jetline Holidays, here’s what you should do immediately:

  • Contact your cruise line to check if your booking is still valid.
  • If your cruise is cancelled, ask about rebooking directly with the cruise line.
  • Check your ATOL certificate – if your booking was flight-inclusive and the ATOL provider is still trading, contact them for a refund.
  • If you paid via credit card, contact your bank about potential chargeback options.
  • Monitor the CAA website for further updates regarding refunds and assistance.

With thousands of passengers affected, it remains to be seen whether Jetline Holidays will issue refunds or officially enter administration. For now, many travellers remain in limbo, uncertain if their dream holidays will go ahead.

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Cruise Mummy

Jenni Fielding is the founder of Cruise Mummy. She has worked in the cruise industry since 2015 and has taken over 30 cruises. Now, she helps over 1 million people per month to plan their perfect cruise holidays.

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