Advice for Thomas Cook customers


The Thomas Cook Group have ceased trading with effect on the 23 September 2019. We understand that this will be a distressing time for Thomas Cook holidaymakers.

Here is some information about what to do if you’re already abroad or yet to travel, including how to claim under your MORE THAN travel insurance or transfer your policy to an alternate trip.
 

If you are abroad…


The CAA will provide new flights to return you to the UK until 6 October 2019. After this date you will need to make your own travel arrangements to return home.

For more information, please visit the CAA’s Thomas Cook website.
 

If you are yet to travel:
 

Unfortunately, all Thomas Cook holidays and flights are cancelled as of 23 September 2019.

Please see the appropriate advice below depending on whether you booked a package holiday, flights directly from Thomas Cook Airlines or flights from an intermediary.

Once again, full advice about Thomas Cook flights and holiday can be found at www.thomascook.caa.co.uk.

 

If your package holiday is booked with an ATOL holder:


If your trip or flights were booked with a travel firm that holds an ATOL (Air Travel Organiser's Licence) and you are ATOL protected, your travel firm is responsible for:

  • making alternative flights available for you so you can go on your trip or return home at the end of your holiday
  • or providing a full refund if you are yet to travel

 

If you booked flights directly with Thomas Cook Airlines:
 
  1. If you are already abroad, please visit the CAA’s website for details about arrangements to return you home.
  2. If you are yet to travel and you paid by credit or debit card, you should contact your card issuer as you may be able to claim a refund.
  3. Your MORE THAN travel insurance policy provides cover for scheduled airline failure. If you are unable to obtain a refund from your credit or debit card issuer, please call +44 (0)345 266 1872 or email Insolvency-claims@ipplondon.co.uk quoting your travel insurance policy number and reference ESFI-Vs.18 to make a claim.

 

If you booked flights with Thomas Cook Airlines through an airline ticket agent:
 
  1. Please speak with your booking, travel or airline ticket agent. They may be able to provide a refund or cover the cost of a new ticket to get you home.
  2. If you are yet to travel and you paid by credit or debit card, you should contact your card issuer as you may be able to claim a refund.
  3. Your MORE THAN travel insurance policy provides cover for scheduled airline failure. If you are unable to obtain a refund from your credit or debit card issuer, please call +44 (0)345 266 1872 or email Insolvency-claims@ipplondon.co.uk quoting your travel insurance policy number and reference ESFI-Vs.18 to make a claim.
     

Your MORE THAN travel insurance policy

If you are unable to take your trip and have purchased a single trip policy, we will refund 100% of your policy premium. Please call our team with your policy details on 0345 078 7502 or email morethantravelhelp@hoodtravel.co.uk.

If you have purchased a single trip policy and wish to travel on an alternate date, please contact us on 0345 078 7502

If your new trip is for the same duration and to the same country, then we will happily transfer your policy to the new date without charge. 
If your new trip is a different duration or country, an additional premium may be charged.

For the latest travel information and advice, for Thomas Cook customers already abroad and those yet to travel, please visit the Civil Aviation Authority’s (CAA's) dedicated website.

BUILD: MASTER