My package holiday included Thomas Cook flights

If you booked a Thomas Cook holiday through a non-Thomas Cook travel agent and your flights were with Thomas Cook, you will need to make an online claim.

We will need you to send us all the documents your travel agent sent you and require evidence of all payments made to your travel agent to support your 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 Future Travel Limited package holiday included Thomas Cook flights

If your package holiday was provided by Future Travel Limited, trading as Freedom Personal Travel Advisors, and you paid by credit card, you will still receive a refund but you will be referred to your credit card issuer for any payments you made to your Freedom Personal Travel Advisor by credit card  To support these claims, you will be issued with  a referral letter from us. We are able to provide this once you make your 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 Thomas Cook or Future Travel Limited package holiday did not include Thomas Cook flights

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 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 , 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 or Future Travel Limited ATOL holder, Thomas Cook or Future Travel Limited 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 you paid for your original booking in full, 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.

Please note that, if you did not pay for your original booking in full, you will be entitled to claim up to the amount you originally paid, less the cost of your flights. We will calculate the cost of your flights and then deduct this amount from the amount you paid.

Make an online claim

If your package holiday was provided by Future Travel Limited, trading as Freedom Personal Travel Advisors.

If you decide to travel and paid in full

You will be entitled to claim for the replacement costs from ATOL up to the cost of your original trip less the amount originally paid by credit card. You will need to make an online claim. You will receive a referral letter for the payments made by credit card to enable you to submit a claim to your card issuer for these amounts.

If you decide to travel and did not pay in full

You will be entitled to claim up to the amount you originally paid less the flight cost and original amounts paid by credit card. You will need to make an online claim. You will receive a referral letter for the payments made by credit card to enable you to submit a claim to your card issuer for these amounts.

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.

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 of birth
  • 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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Assigned Claim

An “Assigned Claim” involves you instructing us to pay your travel agent or another tour operator because they have agreed to provide you with an alternative holiday.

Some travel agents and ATOL holders may be willing to provide you with a replacement holiday or replacement travel services and will accept ‘an assigned claim’ from you as an alternative form of payment. Under this arrangement you would then agree for your Thomas Cook ATOL refund to be paid to them instead of you. If you wish to make an assigned claim, please make sure you enter the account details of the travel agent or ATOL holder providing you with a replacement holiday into the ‘Payment details’ page of our online claim form.

Low deposit agreement

If you entered into a Low Deposit Agreement that meant that your travel agent paid some of the amount due to Thomas Cook on your behalf, we can refund your agent this amount. Please send us a copy of the low deposit agreement you signed at the time of booking when you send us your information. We will then deal directly with your travel agent.