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.
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.
In the meantime, you must not refund any pipeline money. We will issue further instructions on what you should do with pipeline money shortly.
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
ATT Pipeline Monies - Consumer payments you are holding on behalf of the Air Travel Trust
For more information download: Stop Notice Letter to Agents
For all trade enquiries, please contact MH-Trade@caa.co.uk.
What can you do for your customers?
There are more than 150,000 customers abroad and many flights each day to reschedule. This is therefore an unprecedented operation and many customers will be concerned about their holidays and their money. We are working around the clock to try and minimise disruption to customers, both for those currently abroad and those who require a refund.
Your customers will be looking for advice and reassurance and it would be helpful if you could provide this to them through dedicated information on your web page or by contacting them by e-mail, text or telephone. Full details for consumers are on our consumer web pages but we have also highlighted the main points for you below.
If your customers are currently abroad and due to return to the UK on or before 6 October 2019 on Thomas Cook Airlines, please be assured that we are making arrangements for them to return home to the UK on new flights, at the end of their holiday.
We will post details of your customers’ new flights on this website once they are finalised.
Depending on the location, passengers might be asked to book themselves onto existing flights with other airlines at no extra cost. If this is the case, it will be clear to passengers in the guidance by location section on this website.
If your customers’ flight is not yet listed, please do not worry as the flight schedules will be updated frequently.
Check-in for passengers on a CAA-operated flight
Once a flight is confirmed, customers should make a note of their new flight details and travel to the airport at least three hours before their new departure time. This may be longer than normal check-in times but we are advising customers to allow plenty of extra time as all customers will be required to check-in at the airport and receive new boarding passes.
Online check-in will not be available and any existing boarding passes are no longer valid. This means that there may be longer queues to check-in than normal, so please advise your customers to arrive at least three hours before the departure time of their new flight.
Check-in for passengers booked onto an existing flight with another airline
Depending on location, some passengers will be asked to book themselves onto existing flights with other airlines at no extra cost. Passengers on these flights will be able to check themselves in online with the airline they have rebooked with, according to the airline’s own policies.
Passengers on these flights will need to retain their Thomas Cook ticket to show at the airport. There may be longer queues than normal, so please advise your customers to arrive at least three hours before the departure time of their new flight.
Transfers and other extra elements
If you arranged transfers or other extra elements for your customer, we will not be aware of them and will not be able to help with any operational changes, including:
- change of flight
- change of duration of stay
- change of accommodation location
You will need to ensure that any transfers or other extra elements are rearranged in line with any operational changes. If your customer had transfers booked as part of a package with Thomas Cook Holidays, please see the 'Customers abroad on package holidays with Thomas Cook Holidays' section below.
Flying into a different UK airport
In order to run the most efficient flying programme with the aircraft available to the Civil Aviation Authority, we will not be able to fly all passengers back to the original UK airport which they were due to return to. Unfortunately, when arranging flights for so many people this is unavoidable.
However, where the flight was on a CAA-managed aircraft, transport will be arranged to transfer passengers back to their original UK airport at no extra cost to you. Representatives will be there to meet passengers once they have passed through UK arrivals to provide instructions on onward transport.
If my customer is delayed – Out of pocket expense claims
If a new flight is scheduled more than four hours later than their original departure time or the flight is delayed for more than four hours and vouchers are not provided at the airport, ATOL protected consumers will be able to make a claim for reasonable expenses on sustenance. We are advising all customers who have booked through a travel agent to speak to their agent about their welfare whilst in resort.
Consequently, please advise your customers that they will be able to make a claim for expenses in line with the limits published on our consumers page (***). We will then ask you to collate these claims and submit them to us, to enable a smoother and more efficient process for the benefit of your customers.
Customers abroad on package holidays with Thomas Cook Holidays
We are making arrangements for these customers to remain in their accommodation for the duration of their holiday. It may take some time for these arrangements to be made. Please note that it may take the CAA a few days to secure these arrangements.
While arrangements are being made, passengers should not make a payment to their hotel unless instructed otherwise by the CAA team. If our guarantee is not accepted by the accommodation provider, we may need to relocate the passengers to another hotel for the duration of your stay. In these circumstances, the CAA will inform other suppliers, such as transfers, of the change to your accommodation and flight details.
If they are experiencing problems in their accommodation, please contact our call centre.
If your customers’ package booking included transfers, these will be re-arranged to match the new flight. This information will normally be provided by in-resort representatives or the hotel.
Customers yet to travel
We are advising all customers who are yet to travel and have booked through a travel agent to speak to their agent about their claim.