Advice for customers

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

If you are currently abroad on an ATOL protected package holiday with Thomas Cook or any company part of the Thomas Cook Group, the Civil Aviation Authority will seek to guarantee your stay directly with your hotel, regardless of nationality. If you are experiencing difficulties with your ATOL-protected hotel, or your hotel is requesting payment from you, please call our call centre on +44 1753 330 330.  Please note that it may take the CAA a few days to secure these arrangements.

While arrangements are being made, please do not make a payment to your hotel unless instructed otherwise by the CAA team. If our guarantee is not accepted by the accommodation provider, we may need to relocate you to another hotel for the duration of your stay. In these circumstances, the CAA will inform other suppliers, such as transfers, of the change to your accommodation and flight details.

If you are not ATOL protected, you are not entitled to make a claim for out of pocket expenses and additional nights of hotel accommodation under the ATOL scheme, but you may be able to claim from your travel insurer, bank or your credit card issuer.

Thomas Cook owned hotels

Thomas Cook owns and operates nine hotels. If you are on an ATOL protected package holiday with Thomas Cook or any company in the Thomas Cook Group, we may need to relocate you to another accommodation.

If your ATOL protection is provided by another company, please contact them for advice.

If you are not sure how to identify your travel company or whether you are ATOL protected, please see our advice on how to check if you are ATOL protected.