I made a payment by direct debit and my flights were with Thomas Cook

If your flights were with Thomas Cook and you paid Thomas Cook by direct debit for any part of your ATOL protected package, all payments for your ATOL protected holiday made by direct debit should be automatically refunded.

We have now processed the majority of eligible direct debit refunds to Thomas Cook customers. We are aware that some consumers have experienced a delay in receiving their refund, and we are investigating this as a matter of urgency. 

If you paid the full amount of your booking, including your deposit, via direct debit, you do not need to take any action.

However, if you paid any amount via a different payment method, such as cash, credit card or cheque, you will need to claim for that amount (see below).

Please ensure that you make a note of your claim reference number which is provided when you submit your online refund form. You will need this number to progress your claim, so please keep this in a safe place.

What information do I need when submitting a claim?

  • Thomas Cook Booking Reference
  • Departure and return date
  • Number of passengers on your booking
  • Amount paid
  • Date, method and amount of the last payment

This information should be available on your ATOL Certificate or booking confirmation documentation.

How to locate information on your ATOL Certificate.

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I made a payment by a method other than direct debit and my flights were with Thomas Cook

If you made a payment for any part of your ATOL protected package by any of the following methods:

  • Debit card or credit card payments
  • Charge card
  • Gift cards/vouchers *
  • Cash
  • Cheque
  • Bank transfer
  • Unsuccessful direct debit refund

* Please be aware that we are not able to issue a refund if you were given your voucher or gift card as compensation, a loyalty voucher, or from winning a prize or raffle. Only bookings that were made with vouchers originally paid for by cash or other monetary payment, such as credit or debit card, can be refunded.

You will need to make an online claim.

Please ensure that you make a note of your claim reference number which is provided when you submit your online refund form. You will need this number to progress your claim, so please keep this in a safe place.

What information do I need when submitting a claim?

  • Thomas Cook Booking Reference
  • Departure and return date
  • Number of passengers on your booking
  • Amount paid
  • Date, method and amount of the last payment

This information should be available on your ATOL Certificate or booking confirmation documentation.

How to locate information on your ATOL Certificate.

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My flights were booked with an airline other than Thomas Cook

If your flights were with another airline, you may still be able to travel if you wish. You do not have to and can claim for a refund under the ATOL scheme if you prefer. Should you wish to travel, you must contact your airline to confirm your ticket is still valid and continue to do so right up until the date of departure.

It is likely that you will need to repurchase the other elements of your package – like transfers and accommodation – and reclaim the cost back from the ATOL scheme. You cannot claim back more than what you paid for your original package, even if you pay more while abroad.  We recommend you reconfirm these elements of your holiday and confirm their price before you travel.

Please be aware that if you make your own arrangements in this way, you will no longer have the protections of a package holiday, such as ATOL protection, and will not be able to rely on a travel company to guarantee the performance of your holiday. This is because when you booked your package with a Thomas Cook ATOL holder, Thomas Cook was responsible for ensuring that you receive everything you booked to the standard you booked, in addition to the financial protection from the ATOL scheme. If you travel now, it is no longer able to protect you.

If your flight tickets are valid and you choose to travel, you will need to make an online claim for the cost of repaying any ATOL protected parts of your trip (or like-for-like alternatives) which have been repurchased, such as transfers or accommodation, by selecting the link below. You will need to provide itemised receipts for these costs and proof of your payments for these. We will not be able to automatically refund your direct debit payments.  If you did not pay for your booking in full, we will calculate the cost of your flights and then deduct this amount from the amount you paid.

Make an online claim 

If you are not able to or choose not to travel, you will need to make an online claim. In this situation, direct debit payments will not be automatically processed and you will still need to make an online claim.

Please ensure that you make a note of your claim reference number which is provided when you submit your online refund form. You will need this number to progress your claim, so please keep this in a safe place.

If you paid for any part of your ATOL protected booking by voucher or gift card

Please be aware that we are not able to issue a refund if you were given your voucher or gift card as compensation, a loyalty voucher, or from winning a prize or raffle. Only bookings that were made with vouchers originally paid for by cash or other monetary payment, such as credit or debit card, can be refunded. 

What information do I need when submitting a claim?

  • Thomas Cook Booking Reference
  • Departure and return date
  • Number of passengers on your booking
  • Amount paid
  • Date, method and amount of the last payment

This information should be available on your ATOL Certificate or booking confirmation documentation.

How to locate information on your ATOL Certificate.

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