The UK Civil Aviation Authority (CAA) has now launched its dedicated website to enable Thomas Cook passengers to check if they are eligible for a refund, find out information about how to make a claim and submit an online refund claim to help ensure that refunds are processed as quickly as possible.
Please note that refund claims should only be made via the online claim forms on the dedicated CAA website. Claims made elsewhere risk exposing you to fraudulent activity, including criminals attempting to use Thomas Cook's liquidation as an opportunity to trick people into revealing personal or financial information. The CAA has already been in contact with the police following attempted fraudulent activity in relation to refunds for Thomas Cook passengers.
If you had an ATOL protected booking with Thomas Cook, you may be entitled to make a claim for a refund. This could be a full refund for your cancelled booking or for costs you incurred completing your holiday if you travelled from the United Kingdom after 23 September 2019.
If your flights were with Thomas Cook and you paid by direct debit for any part of your ATOL protected package, all payments for your holiday made by direct debit will be automatically refunded. The CAA have already refunded the majority of these payments and expect to finish processing these later today. If you paid the full amount of your booking, including your deposit, via direct debit then you do not need to take any action.
Refund claims can only be submitted by the lead passenger on the booking. There are different claims processes for different types of bookings so you should read the information on the CAA website carefully to ensure that you follow the correct claims process. The online claim forms will also guide you through exactly what you need to do.
You should ensure that you make a note of your claim reference number which will be provided once you submit your online refund form. You may need this number to progress your claim and should therefore keep it in a safe place.
Following submission of your claim, the CAA will get in touch with you if they need any further information in order to process your refund. The CAA are aiming to complete their assessment of valid claims within 60 days of submission. Once the refund has been processed, you will be contacted directly by a member of the CAA's team.
If you are unable to use the online claim forms or are concerned that you have been the victim of fraudulent activity, please contact the CAA's call centre on 0300 303 2800.