We are sorry to inform you that as of 23 September 2019 most holidays and flights booked with Thomas Cook are now cancelled and customers should not go to the airport. 

If your Thomas Cook flights are ATOL protected by Thomas Cook or any company in the Thomas Cook Group your flights are now cancelled. You should make a claim for a refund via the ATOL scheme.

If you booked a holiday organised by a non-Thomas Cook Group company through a Thomas Cook Group agency, your booking is still valid and you should contact the holiday organiser. If you booked an ATOL-protected holiday with Thomas Cook but your flights are with an airline unrelated to the Thomas Cook Group, your flights may still be available, but your accommodation and transfers may not be. For more information see below.

If your package holiday is ATOL protected by Freedom Travel Group, please be aware that Hays Travel Group has been appointed as fulfillment partner. Hays Travel Group will contact you to take over your booking, organise a replacement holiday or offer a refund for all payments made to Freedom Travel Group.

If your Thomas Cook flights are not ATOL protected, your flights are now cancelled and you are not entitled to make a claim via the ATOL scheme, but you may be able to claim from your travel insurer or your credit card issuer or bank.

If you are not sure how to identify your travel company or whether you are ATOL protected, please see our advice how do I know if I am ATOL protected.

Package holiday bookings with Thomas Cook or any company in the Thomas Cook Group

If you have an ATOL protected booking with Thomas Cook, that includes flights operated by the Thomas Cook Group your holiday is now cancelled and you should not go to the airport. We are making arrangements for refunds to be made on these bookings as soon as possible.

If you booked a holiday with Thomas Cook but your flights are with an airline unrelated to the Thomas Cook Group, your flights may still be available. You are advised to check with the airline if you are still able to travel. If you wish to travel, you can do so and make a claim to ATOL for the cost of replacing your other travel services. You are not obliged to use your flights and can instead claim a refund under the ATOL scheme. We suggest you reconfirm your other travel services and ascertain the costs before you travel as your refund cannot exceed the entire cost of your package. Please be aware that if you make your own arrangements you will no longer have the legal protections that were provided by the Thomas Cook Group because you brought a package holiday from them.

If your package holiday includes Thomas Cook owned accommodation, you may not be able to stay in this hotel. If your flights are still available or you choose to book your new flights, you will need to find your own replacement like for like accommodation. Please keep receipts for any ATOL protected replacement travel services for your ATOL claim. Your ATOL refund cannot exceed the cost of your ATOL protected package.

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Thomas Cook flights and Thomas Cook Holidays booked through another travel company or travel agent

If you booked a flight or holiday with another travel company or travel agent you should contact them directly about your arrangements. 

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ATOL Claims

ATOL protected passengers with future bookings are entitled to a full refund for their cancelled holiday. This will be the largest ever ATOL refund programme – some three times bigger than the previous largest.

For the first time, we are now able to automatically refund those customers who paid for their holiday via direct debit. If you booked directly with Thomas Cook and your flights were with Thomas Cook, you will be contacted via the email you used to make your booking to let you know that you will shortly be receiving your refund. You do not need to take any action when you receive this email. This will be paid straight into your bank account. We began the process to refund these payments on Monday 30 September and expect them to be received within 14 days of this date. Please note that this refund will not include any amount paid via another payment method other than direct debit, which would need to be claimed separately. 

If your flights were with an airline other than Thomas Cook, you will need to make a claim for the entire package.

For bookings made by payment methods other than direct debit, directly with travel agents or where flights are with another airline, the refund process will take longer owing to the numerous and complex data processing systems Thomas Cook employed across Europe.

To enable us to provide these refunds as fast as possible, we have developed a simplified, online refunds form. This will ultimately reduce the amount of time it will take for customers to get their refund compared to the standard process in this unprecedented situation. Once submitted to the CAA, we aim to pay back valid refunds within 60 days. Please note that no other refund forms will be accepted.

Information for ATOL protected customers on refunds

We know everyone will want to get their money back as soon as possible. The CAA is doing everything it can to make sure the process is as simple as possible, so please do bear with us as we deal with this unprecedented situation as efficiently as we can.

If you booked a Thomas Cook ATOL-protected holiday that included a flight with another airline, you may still be able to travel if you wish. You must contact your airline to confirm their ticket is still valid. You might need to repurchase the other elements of your package – like transfers and accommodation – and reclaim the cost back from the ATOL scheme on your return.

Fraud alert

The CAA is aware that there may be some scams relating to Thomas Cook refunds. You should follow the process set out on the CAA’s dedicated website.

There should be no need for you to engage with claims agents or third parties, unless advised to do so by the CAA.

Neither the CAA nor the expert refund management companies we employ on our behalf will ever ask for any payment as part of this process. 

If you are not sure how to identify your travel company or whether you are ATOL protected, please see our advice how do I know if I am ATOL protected.

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