Thomas Cook Group Plc - Customers


The Civil Aviation Authority (CAA), with assistance from the Special Managers completed the repatriation of all Thomas Cook customers. For any further guidance in respect of any compensation claim you may have, please visit the CAA designated website at thomascook.caa.co.uk.


Since the appointment, various stakeholders including customers have been able to make a claim for compensation with the CAA.


We have provided below a summary of some of the more common of customer queries and the next steps in seeking recovery in respect of a debt.


Please note that if you submit an unsecured claim in the insolvency this will not be repaid in full. For companies that are able to make a distribution, any dividend paid will be on a pence in the pound basis, subject to the amount of funds available in the respective Thomas Cook estate.


To download a proof of debt form to complete and submit, please scroll to the bottom of this page and return this to TCUKcreditors@alixpartners.com.


Please note that, due to the high volume of claims and communications, the Special Managers are unable to confirm receipt or the status in respect of each individual claim, at this time.


The following information does not cover all potential customer queries however, this guidance should assist in respect of the most common issues experienced.


Notice to customers regarding credit and debit card

If you paid a deposit or paid for goods or services by credit or debit card and the goods or services were not received, 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.



Customers with unfulfilled holiday/flight bookings


If you have paid for a service which was not provided, you may be already claimed a refund from the CAA. The CAA’s dedicated website here.


If you have been unable to make a claim by any other options, you will be entitled to submit an unsecured claim in the liquidation. As noted above, this does not mean you will be paid in full and any distribution will depend on funds available in each Thomas Cook company.


To download a proof of debt form to complete and submit, please scroll to the bottom of this page and return this to TCUKcreditors@alixpartners.com.



Customers with pre-appointment delayed flight compensation (EU261/2004)


If your flight was delayed prior to the liquidation appointment on 23 September 2019, EU Regulation 261/2004 may entitle you to claim compensation through your airline. However, due to the insolvency, Thomas Cook is unable to make these compensation payments.


You can therefore make an unsecured claim in the liquidation for any monies owed, if you have not been paid by another source. Please note, if you submit a claim in the liquidation, this does not mean your money will be refunded in full. Any claim received will be held on file pending clarification as to whether there will be sufficient realisations to allow a distribution to be paid to unsecured creditors.


To download a proof of debt form to complete and submit, please scroll to the bottom of this page and return this to TCUKcreditors@alixpartners.com.



Customers with Thomas Cook Sport enquiries


Customers are advised to contact the club or venue directly with regard to the event ticket, in the first instance.


If your booking was made via the Thomas Cook retail division, these entities are being dealt with by Interpath, whose contact details can be found at:


https://www.ia-insolv.com/case+INTERPATH+TJ92394848.html


Customers also have the following options available to them:


ATOL protection: if the booking was ATOL protected you can contact the CAA to understand what steps can be taken to recover monies paid to date in respect of the booking.


To download a proof of debt form to complete and submit, please scroll to the bottom of this page and return this to TCUKcreditors@alixpartners.com.



Various gift vouchers


Any customers with unredeemed gift cards/vouchers will be able to submit an unsecured claim in the liquidation. The same will apply if you were provided with an eVoucher as compensation following a complaint in respect of a previous booking.


To submit an unsecured claim, please complete a proof of debt form and return it to the Special Managers at TCUKcreditors@alixpartners.com together with copies of any supporting documentary evidence (please copy both sides of any physical gift cards/vouchers). A proof of debt form can be downloaded from the bottom of this page.


Please ensure the proof of debt form specifies the correct Thomas Cook company.


With regards to unused gift cards (including electronic gift cards), it is likely that your claim will be against TCCT Retail Limited. This company had Special Managers from Interpath appointed and as such you should make any claim via their website at https://www.ia-insolv.com/case+INTERPATH+TJ92394848.html


Claims for unused gift vouchers should be made against the issuing company detailed on the reverse of the voucher (where stated). This is likely to be Thomas Cook Services Limited.


Any claims for unused eVouchers should be made against the entity the original complaint related to. To assist you in identifying the correct company, please refer to your booking confirmation, which should provide details of the Thomas Cook company that you made the booking with. It is likely that your claim will be against either Thomas Cook Airlines Limited or Thomas Cook Tour Operations Limited.



Important note: to clarify, the above options to submit an unsecured claim in the liquidations will not result in it being paid in full. Any amount payable is likely to be on a pence in the pound basis and subject to the funds available in the estate.



Proof of Debt form