Who has my money?

When you booked your holiday, you paid Thomas Cook or an appointed travel agent and, when the company ceased trading, your money was lost. Fortunately, because Thomas Cook’s package holidays were ATOL protected, you can be reimbursed for the money you paid toward your holiday from the ATOL scheme’s compensation fund.

What is and isn’t covered by ATOL?

When a tour operator sells a package holiday, this must include flights, along with accommodation, transfers and/or car hire to be ATOL protected. On occasion, some excursions or tours are included in the original package, however this would have been made clear when you originally booked and would appear under one booking on your Thomas Cook confirmation documents. Many optional extras may not be included within the original package and therefore would not be reimbursed by the ATOL scheme. These optional extras may include items such as theme park tickets or airport parking.

I have been waiting far longer than the 60 days you told us for my money. What do I do?

We want to assure you that we are working hard to process all valid claims as quickly and as thoroughly as possible. We apologise to those consumers that have not yet seen their claims settled. Poor data from Thomas Cook booking systems, including incomplete or inaccurate customer information, along with more complex cases and some fraudulent activity has all contributed to the continuing delays. If you have not received any correspondence from us since you made your claim and, as yet, have not been paid, please ensure you check your email inbox and spam folders regularly for any correspondence. It is possible that the claims agency dealing with your case may ask for more information to assist your claim. Please respond to any request for information as soon as you can to help progress your claim. If we have not tried to contact you since you submitted your claim, please email ATOLClaims.ThomasCook@caa.co.uk or call 0300 303 2800. Please make sure you include your reference number so we can locate your claim.

I have sent all the requested information and my claim has still not been paid. How long should it take?

If the claims agency has asked for more information and you have provided it, then we don’t anticipate any further significant delays, however we cannot give a definite timescale as to when your claim will be settled as each case is being considered on an individual basis. Once all the information we need is received, we will process your claim as quickly as possible.

You have requested the same information multiple times, which I have replied to. Why is this?

Please ensure that you carefully read through any requests we have made for further information. If the evidence we receive is not sufficient, we will need to ask for it again. If you are sure you have submitted the correct information according to the request you have received and have still received an additional request for this information, please email ATOLClaims.ThomasCook@caa.co.uk or call 0300 303 2800 to discuss your claim.

The claim tracker on the Protect Claims website keeps changing from paid to awaiting approval. Why is this?

We don’t recommend Thomas Cook customers use any online trackers as they may not be an accurate representation of the claims process.

Why has my claim been moved from one claims agency to another and what is the difference?

We use two agencies to process claims. If you booked your holiday directly with Thomas Cook then Protect Claims, also known as Rightpath, is the agency looking at your claim. Your six-digit claim reference number will be prefixed with the letter Z. If you booked through a third party or agent, then the CEGA agency is looking after your claim. The claim reference number you’ll be given is prefixed with 100. Unfortunately, some consumers initially selected and completed the wrong form online. Such individuals should now have been switched over to the correct agency. This process has inevitably caused delays for which we apologise.

I’ve been moved over to another claims agency who tell me I’ve got to wait up to another 60 days.

These are standard automated messages used by agencies when they get a ‘new’ customer. Thomas Cook customers are being prioritised we do not expect such moves to cause any significant delays.

What is my booking reference number and where can I find it?

The booking reference number is the one you were given when you booked your holiday. It usually begins with a 14, 15 or 16 and can be found on the bottom left of your ATOL certificate. We sometimes ask for this to help locate your claim.

Why have you only paid me part of my refund?

We’re only able to reimburse you for the ATOL protected parts of your trip. Any extras that you purchased separately or as an additional booking will not be part of the original package and therefore cannot form part of your ATOL claim. Please check your original booking to see what is and isn’t covered. Taking this into consideration, if you still believe that you have only received a partial payment, please email ATOLClaims.ThomasCook@caa.co.uk or call 0300 303 2800 to discuss your claim.

I have not received an email from you so I just sent evidence through anyway to help support my claim. Why has this not sped up the process?

We only request further information when it is needed to process your claim. Please do not send any evidence to us unless requested as all correspondence received must be validated and included as part of your claim. If you do send additional information that has not been requested, this can cause unnecessary delays in processing your claim.

Why are some people who claimed after me getting their money before me?

Several hundred thousand claims have been submitted to us from across the UK and we are still receiving more each day. All claims are considered on an individual basis and there are a variety of factors that can affect how easily we can process them. For example:

  • We might need further information to validate the claim
  • Data is missing or entered incorrectly on the original claim submission
  • Claimants used the wrong form to submit their claim
  • We are not able to verify that the bank details entered belong to the lead passenger

As soon as we have all the information we need, we will process your claim as quickly as possible.

Do you have any advice for those that have received requests for further information, or those that are opening new claims?

The main piece of advice is to check and double check the data you provide to us; particularly your booking reference, bank account details and email address. Responding as soon as possible to any requests from the team will help to progress your claim but providing accurate information from the start is vitally important as we can’t process claims where incomplete or incorrect information has been provided.

I was informed that my claim had been settled and paid, but I have not received payment in my account.

It can take up to 10 working days (Monday to Friday) for claims to appear in accounts following notification of payment. If you have not received payment within 10 days, please email ATOLClaims.ThomasCook@caa.co.uk outlining your situation and include as much information as you can including any reference numbers you have received.

I am incurring credit card interest charges because I’ve not received my refund and because of the delays. Will I be compensated by ATOL for this?

The ATOL scheme is only able to reimburse consumers for finances paid toward any cancelled ATOL protected parts of a holiday. Therefore, we are not able to provide support or compensation for interest charges.

I’m not happy with the way my claim has been/is being handled. Who can I complain to?

Please visit our website for further information on how to open a complaint:
https://www.caa.co.uk/Our-Work/Make-a-report-or-complaint/

I’ve been told I don’t have a valid claim with ATOL. How do I get my money back?

Depending on how you paid you should check with your bank or credit card company. Guidance on this and more information on Thomas Cook refunds is available here: https://thomascook.caa.co.uk/refunds/

If my holiday included Thomas Cook flights but was not ATOL protected by Thomas Cook, how do I claim?

You are only able to submit a claim if your package holiday is ATOL protected by Thomas Cook. If you booked a holiday with another tour operator, even if that holiday includes Thomas Cook flights, you will need to contact the company named on your ATOL certificate for advice. They will be responsible for making alternative travel arrangements or, if that is not possible, providing you with a full refund.