Thomas Cook customers can now claim for cancelled holidays - here’s how

Monday, 7th October 2019, 12:38 pm
Updated Monday, 7th October 2019, 2:04 pm
Thomas Cook ranked as the worst airline in the world (Photo: Shutterstock)

Customers whose Thomas Cook holidays were cancelled after the company collapsed can start to claim their refunds from today (Mon 7 Oct).

In part of what will be the biggest refund operation of its kind, the Civil Aviation Authority (CAA) has launched an online form to allow customers with Air Travel Organiser's Licence (Atol) protection to get their money back.

What do they need to do?

The form, which can be found here, is expected to be used to claim refunds on more than 360,000 bookings made by 800,000 people.

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Atol entitles customers flying from the UK to a full refund if a travel company they have booked through collapses or closes down.

Customers who were on holiday at the time of the collapse can also claim for the cost of replacing the Atol protected parts of their tripand for expenses that came as a result of cancelled flights.

How long will the refunds take?

The CAA has pledged to have the refunds paid within 60 days, and more than 24,000 direct debit repayments are already in progress. All automatic direct debit refunds are on track to be returned to customers from 14 October.

Filling out the form is the only way that the refunds can be requested, so anybody who has already contacted CAA will need to claim again using the form.

Richard Moriarty, chief executive at the CAA, said, "We know that customers are devastated by the cancellation of their holidays. Those who bought a Thomas Cook Atol protected holiday are entitled to a full refund of all the money they have paid towards the cost of their holiday.

"In addition to this, Atol protected passengers that were abroad when the company went into liquidation might be able to claim for out of pocket expenses.

"The sheer number of refunds means this will be the largest ever Atol reimbursement programme. The CAA is working around the clock with our partners so that customers receive their refunds as quickly as possible."

Thomas Cook collapse

Thomas Cook went into liquidation on September 23, leaving 150,000 British people stranded abroad.

The repatriation operation to get people home - called Operation Matterhorn - was the largest ever organised in peacetime and was completed on Monday.

Anybody without Atol protection who wants a refund must contact their travel insurance provider.