Thomas Cook Group Plc - Customers


For further information relating to the announced UK government compensation scheme, please see here:

https://www.gov.uk/government/news/thomas-cook-information-for-customers-employees-creditors-and-shareholders


For customers with bookings


The Civil Aviation Authority (CAA), with assistance from the Special Managers have completed the repatriation of Thomas Cook customers.


Customers should contact the CAA directly at:

Website:    thomascook.caa.co.uk


You should contact the CAA to understand what further action you should take in respect of your holiday, flight and any potential claim you may have.


For UK customers who are overseas: you are advised not to travel to the airport until you have seen confirmation of your re-arranged flight at thomascook.caa.co.uk.


For customers yet to depart the UK: your flights (or holiday) will not be re-scheduled. Therefore, please do not travel to the airport unless you have made alternative arrangements. Details of how to apply for a refund can be found at thomascook.caa.co.uk.


Notice to customers regarding credit and debit cards

If you have made a deposit for or paid for goods or services by credit or debit card and the goods or services are not going to be received by the due date, you may be able to get your money back by claiming a refund from your card issuer. Please contact your card issuer as soon as you can if this may apply to you. Further information including on time limits that apply is available from the UK Cards Association Credit and debit cards: A consumer guide.


Other customer queries, including gift vouchers


As a result of the Official Receiver’s appointment as Liquidator of Thomas Cook Group plc and certain subsidiaries, the Thomas Cook UK operations have ceased trading. Thomas Cook will no longer provide gift cards and any currently in circulation cannot be redeemed for future bookings.


As you may have paid for a service which will not be provided, you could be entitled to a refund. A list of the options available to you can be found at the CAA’s dedicated website here. An online refund form is available on the CAA website.


Future bookings paid for using gift vouchers


If part or all of your booking was purchased by way of gift cards or vouchers from Thomas Cook, please see the below for further information:


Gift card/voucher purchased from Thomas Cook


If you have used a gift card or voucher to pay for a forward booking, and where that gift card or voucher has been purchased from Thomas Cook, then you will be able to claim a refund for that booking from the CAA.


Gift card/voucher obtained through others means


Where a gift card or voucher was obtained by way of compensation, as a loyalty voucher, as winnings of a prize or raffle, or otherwise not purchased with cash, then that part of a booking paid for by the gift card or voucher will not be refunded. The current ATT Payment Policy as published on the CAA website shall apply.


Mental health and well-being

The Special Managers understand this is an extremely difficult time and wish to support those experiencing any mental health issues as a result of this insolvency process. Should you wish to contact someone who has professional experience in dealing with mental health issues, we would encourage you to contact the Samaritans who offer a free 24 hour helpline. This service offers a safe place for you to talk and which is free from judgment. Please see the below link for further information:

https://www.samaritans.org/


If you wish to make an unsecured claim in the Liquidation, please complete the statement of claim form and return with the relevant supporting documentation.

Please note that at this stage it is not anticipated that there will be any dividend available to unsecured creditors, therefore any claims submitted will not be acknowledged.


Thank you for your patience and understanding at this difficult time.