Important information

Thomas Cook Failure

Last updated: 30 September 2019 17:49

We are currently dealing with a high volume of customers affected by the failure of Thomas Cook. Please anticipate significant delays, and we thank you in advance for your patience.

If you have booked a holiday that includes Thomas Cook flights or is a Thomas Cook package, you should have received an email from us regarding how your holiday has been affected.

If you have not received the e-mail, please contact us at [email protected]

CAA Update 30th September 2019: Thomas Cook Packages

To enable us to provide these refunds as fast as possible, we are developing a simplified, online refunds form that will be available shortly. We will advise you as soon as this form is available. 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.

FRAUD ALERT: The CAA is aware that there may be some scams relating to Thomas Cook refunds. You should follow the process set out on the CAA’s dedicated website. There should be no need for you to engage with claims agents or third parties, unless advised to do so by the CAA. Neither the CAA nor the expert refund management companies we employ on our behalf will ever ask for any payment as part of this process.

For more information, please visit:

Thomas Cook plane