As of 23 September 2019, all future bookings and services which were to be provided by Thomas Cook are now cancelled.
As the UK Civil Aviation Authority, we operate a financial protection scheme on behalf of the Air Travel Trust (ATT) for consumers who buy flight inclusive holidays from ATOL holders tour operators or travel agents. We are now making arrangements for Thomas Cook’s flight package holiday customers abroad to return to the UK at the end of their holiday, although in some cases we may need customers to stay in their accommodations for an additional night.
If you are a supplier to Thomas Cook and you currently have Thomas Cook Holidays' customers booked with you, please bear with us. We have details of all suppliers and are working around the clock to get in contact with them all to guarantee payment so that customers can continue their holidays without disruption.
The CAA has contacted every hotel with Thomas Cook customers to reassure them that the Air Travel Trust (ATT) will cover the costs of Thomas Cook ATOL protected customers. A guarantee letter has been issued to those hotels and the letter must be completed by them and returned to the CAA. If the CAA needs to extend a customer’s stay, for example in the case of a flight delay, these costs will also be met by the ATT for ATOL protected customers. A continuation guarantee letter will be issued to the hotel but this can only happen once the original guarantee letter has been completed and returned. The CAA is working to ensure continuation guarantee letters are issued as promptly as possible but there may be delays. We would appeal to hotels not to charge the customer if this letter has not been received, but instead contact our hotel call centre on (+44) 1733 224 502. If an original guarantee was issued, a continuation guarantee will follow.
Please do not ask your customers to pay again or to leave the accommodation as the UK Civil Aviation Authority will arrange this payment as soon as possible.
Thank you for your cooperation.
For all trade enquiries, please contact MH-Trade@caa.co.uk.