Thomas Cook collapse: What should you do?

https://thomascook.caa.co.uk/

Thomas Cook has confirmed that all the UK companies in its group have ceased trading, including Thomas Cook Airlines.

As a result,  all holidays and flights provided by these companies have been cancelled and are no longer operating. All Thomas Cook’s retail shops have also closed.

The Government and the Civil Aviation Authority are now working together to do everything we can to support passengers due to fly back to the UK with Thomas Cook between 23 September 2019 and 6 October 2019. Depending on your location, this will be either on CAA-operated flights or by using existing flights with other airlines.

If you are already abroad you will find all the information you need about your arrangements to get home on this website.

If you are due to depart from a UK airport with Thomas Cook Airlines, please do not travel to your UK airport as your flight will not be operating and you will not be able to travel.

This repatriation is hugely complex and we are working around the clock to support passengers.

Customers already abroad

If you are currently abroad and your flight was with Thomas Cook we are providing new flights to return you to the UK. These repatriation flights will only be operating for the next two weeks (until 6 October 2019). After this date you will have to make your own travel arrangements. From a small number of locations, passengers will have to book their own return flights.

For further advice and details of your return journey please read I am currently abroad. Please note that repatriation flights are only available for passengers whose journey originated in the UK.

If you are currently abroad and due to return to the UK after 6 October 2019, please read the additional information section.

If you are ATOL-protected and are having difficulties with your hotel, please read managing difficulties with accommodation.

PLEASE NOTE: Some of Thomas Cook’s package holiday bookings include flights with airlines unrelated to the Thomas Cook Group.  If your return flight is not with Thomas Cook’s airline, it will still be valid. However other elements of the package, such as accommodation and transfers will be affected.

Customers yet to travel out of the UK

We are sorry to inform you that all future holidays and flights booked with Thomas Cook are cancelled as of 23 September 2019.

If you are booked on a Thomas Cook Airlines flight, please do not go to your UK airport, as your flight will not be operating. The Civil Aviation Authority’s repatriation programme will not include any outbound flights from the UK.

If you choose to book a new flight with another airline out of the UK, you will not be eligible for a repatriation flight.

PLEASE NOTE: Some of Thomas Cook’s package holiday bookings include flights with airlines unrelated to the Thomas Cook Group.  If your return flight is not with Thomas Cook’s airline it may still be valid. However other elements of the package, such as accommodation and transfers might be affected.

Further information is available at I have a future booking and have not traveled yet.

(source: https://thomascook.caa.co.uk/)

For customers with a booking with Thomas Cook or one of its Group companies

Following the announcement that Thomas Cook Group plc has ceased trading, ABTA’s immediate aim is to help customers to understand what steps they need to take if they are currently away on holiday or if they have future travel arrangements booked with the company. Customers may understandably be very worried, but it is very important that they follow the advice below carefully.

Thomas Cook Group Plc operated several businesses that sold holidays and other travel arrangements, including five companies that are ABTA Members:

  • Thomas Cook Retail Limited – ABTA W8361, J8601 & ATOL 0020
  • Thomas Cook Tour Operations Limited – ABTA V6896 & ATOL 1179
  • TCCT Retail Limited – ABTA Y6564, L8164 & ATOL 10585
  • Future Travel Limited – ABTA W6370, G856X & ATOL 5704
  • Freedom Travel Group Limited – ABTA W6417, G8381 & ATOL 6042

The Group also included an airline business which is not a member of ABTA.

The vast majority of holidaymakers’ arrangements are covered through different types of financial protection: the majority are flight packages covered by ATOL plus a smaller volume are packages without flights and accommodation covered by ABTA.  Flights booked directly with Thomas Cook airlines are not covered by ATOL or ABTA so customers will need to contact their card issuer.

As there are a number of different companies involved, and different types of arrangement, what customers should do next will depend on whether they are currently away or have a forward booking; who they booked with; and what they booked.  ABTA has developed specific guidance for each situation which is outlined in detail on the following web pages.  A summary of next steps is provided immediately below, with more detail on the links below:

Holidaymakers currently away on a Thomas Cook package holiday or staying in accommodation booked with Thomas Cook.
Customers who are currently overseas on a flight package holiday will be financially protected under the ATOL scheme and should contact the CAA. The CAA will advise on return flight arrangements.

The CAA’s call centre for Thomas Cook customers can be contacted as follows.

Phoning from the UK (reduced rate): 0300 303 2800
Phoning from overseas:  +44 1753 330 330

More information at thomascook.caa.uk 

Customers who are currently overseas on a package holiday that does not include a flight are protected by ABTA and should continue their holiday as normal.

Customers who are currently overseas and staying in accommodation booked through Thomas Cook Tour Operations are financially protected by ABTA and should continue their holiday as normal.

Customers who are currently overseas and have booked flights directly with the Thomas Cook Airline, or who have booked accommodation via Thomas Cook Retail with a third party (e.g. Expedia) are not financially protected.  For flights, they should contact the CAA in the first instance, for accommodation contact the company named on the travel documents.

Customers who are yet to travel
Customers who have a booked a Thomas Cook package holiday or accommodation through a Thomas Cook Group retail company (Thomas Cook, TCCT Retail Ltd, Future Travel Ltd or Freedom Travel Group Ltd) these holidays will not go ahead, and you will be entitled to a refund.

If you’ve booked a Thomas Cook package holiday through another travel company, you should contact that company to discuss options which may include re-booking or making alternative arrangements.

If you’ve booked a package holiday through a Thomas Cook Group retail company, but that holiday is provided by another travel company, you should contact that travel company to check your arrangements will continue as normal.

If you’ve booked flights from Thomas Cook Airlines Ltd, these are not covered by ATOL or ABTA protection, so you will need to pursue a claim through your card issuer.

To enable us to help you and provide the most accurate information on what you need to do, please read the following information.

Please click on the company that you have booked with from the list below, which will take you to the specific advice on what you will need to do next.

(source: https://www.abta.com/news/thomas-cook-group)

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