The Civil Aviation Authority has now instructed the liquidator of the Thomas Cook Group UK Ltd ATOL holders to collect pipeline monies on behalf of the Air Travel Trust.

You will receive a Civil Aviation Authority letter from Thomas Cook but please check the additional information on pipeline monies.

This page includes information specifically for travel agents who have booked their customers on ATOL protected flights or packages with Thomas Cook.

Please note that if you have sold these on to your customer as Package under your own ATOL or as an Accredited Body member, please refer to our ATOL holder information.

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.

Information for ATOL protected customers on refunds

Once submitted to the CAA, we aim to pay back valid refunds within 60 days.

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.

Failure of The Thomas Cook Group

  • Thomas Cook Retail Ltd ATOL 0020
  • Thomas Cook Tour Operations Ltd ATOL 1179
  • Future Travel Ltd, trading as Freedom Personal Travel Advisors ATOL 5704
  • TCCT Retail Ltd ATOL 10585

Assigned claims

If you are offering your customers replacement holidays in exchange for ‘assigned claims’ please make sure these customers are asked to enter your bank details into the ‘Payment details’ page of our online claim form, rather than their own to ensure we process the refund claim correctly.

If you accept an assignment, please provide us with a list of affected bookings so we can cross-refer this to your customers’ claims.

ATT Pipeline Monies - Consumer payments you are holding on behalf of the Air Travel Trust

For more information download: Stop Notice Letter to Agents

The Civil Aviation Authority hass now instructed the liquidator of the Thomas Cook Group UK Ltd ATOL holders to collect pipeline monies on behalf of the Air Travel Trust. You will receive a Civil Aviation Authority letter from Thomas Cook but please check the additional information on pipeline monies.

If you entered into a Low deposit agreement

We have asked consumers to send us copies of their signed low deposit agreement, where applicable, so that we can refund the agent the amount they paid on the consumer’s behalf at the same time. If you entered into a Low Deposit Agreements with your customers, please provide us with a list of affected bookings so we can cross-refer this to your customers’ claims.

For each Assignment or Low Deposit claim please provide the following information to MH-claims@caa.co.uk:

  • Booking ref
  • Lead name
  • Departure Date
  • Name of agent
  • Value of consumer claim (£)
  • Claim being assigned (Y/N)
  • Amount of claim being assigned (£)
  • Low Deposit Value paid by agent (£)
  • Low deposit agreement in place and agreement provided (Y/N)
  • Proof of payment made to failed ATOL holder provided (Y/N)

Contact us

For all trade enquiries, please contact MH-Trade@caa.co.uk.