If your flight was delayed and you are ATOL protected

If your repatriation flight was delayed by more than four hours or was scheduled more than four hours later than your original departure time, you may be eligible for support. This depends on who issued your ATOL certificate. If you are not sure how to identify your travel company or whether or not you are ATOL protected, please see our advice about how to check if you are ATOL protected.

Your ATOL protection will either be provided by Thomas Cook or by another ATOL holding travel company. Different arrangements for support will apply.

If your flight was part of a holiday booked with Thomas Cook Holidays we have specific advice regarding your accommodation.

If your flight was booked as part of an ATOL protected holiday through another travel company or travel agent which is not part of Thomas Cook, please speak to them directly or visit their website with regards to your support while you await your new flight.

Please do not make a claim to the Civil Aviation Authority.

Please note that EU261 compensation rights for denied boarding or delayed or cancelled flights do not apply to any repatriation flights managed by the CAA.

ATOL-protected package holiday bookings with Thomas Cook

If your flight was booked with Thomas Cook on or before 23 September 2019 and you received an ATOL Certificate stating that your flight is protected with Thomas Cook, you are ATOL protected.

For these bookings, if your new flight departs more than four hours after your original flight or you are delayed at the airport, we will consider reasonable sustenance expenses incurred while you wait for your new flight subject to the limits set out in the table below. Please make sure you get itemised receipts as you will need these to make a claim when you get back to the UK. More information on how to make a claim will be available on this website in due course.

If you are on an ATOL protected package holiday and your repatriation flight departs the following day, we will endeavour to secure your accommodation to extend your stay. If this is not possible, we may ask you to book new reasonably priced accommodation and submit a claim. Receipts should be retained and submitted with a claims form. If you pay in cash, please ask the accommodation provider to confirm this was your payment method on your receipt. More information on how to make a claim will be available on this website in due course.

The CAA has contacted every hotel with Thomas Cook customers to reassure them that the Air Travel Trust (ATT) will cover the costs of Thomas Cook ATOL protected customers. A guarantee letter has been issued to those hotels and the letter must be completed by them and returned to the CAA. If the CAA needs to extend your stay, for example in the case of a flight delay, these costs will also be met by the ATT for ATOL protected customers. These costs will cover an extension of your existing hotel and board where possible. 

 

A continuation guarantee letter will be issued to the hotel but this can only happen once the original guarantee letter has been completed and returned. The CAA is working to ensure continuation guarantee letters are issued as promptly as possible but there may be delays. We would appeal to hotels not to charge the customer if this letter has not been received. Please ask your hotel to contact our call centre on (+44) 1733 224 502. If an original guarantee was issued, a continuation guarantee will follow.

 

Length of delay after original Thomas Cook flight

Food & Drink (limit per passenger)

Phone charges (limit per booking)

Car Parking (limit per booking)

4 to 8 hours

£16.00

£5.00

£20.00

8 to 12 hours

£32.00

£5.00

£20.00

More than 12 hours

£48.00 per day

£5.00

£20.00 per day

In order to make a claim, you will be required to provide receipts for your expenditure as well as your ATOL Certificate for the booking. 

If you are having problems abroad or need any assistance, please contact our call centre.In order to make a claim, you will be required to provide receipts for your expenditure as well as your ATOL Certificate for the booking.

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If your flight was delayed and you are not ATOL protected

Under normal circumstances, passengers who are not ATOL protected would be asked to find, and pay for, their own way home.

However, given the scale of this insolvency, the Government has tasked the CAA to assist all impacted passengers in getting back to the UK.

Unfortunately, passengers without ATOL-protection will not be eligible for welfare or support from the CAA if your repatriation flight is delayed or scheduled after your original departure time.

We recommend you speak to your credit card issuer, bank or travel insurance provider for advice on whether you can claim a refund of any out of pocket expenses (for example accommodation or food). 

If you have an ATOL certificate but it refers to a travel company unrelated to Thomas Cook as the protecting ATOL holder, please speak to them directly or visit their website with regards to your support.

If you booked airport transfers, you may need to notify your provider of any changes to your flight times.

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If you are having problems abroad or need any assistance, please read our additional information or contact our call centre.