Done, at last! So how many weeks do I have to wait now for a response I wonder!
Thomas Cook
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26-10-19, 12:48YNWARe: Thomas Cook
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28-10-19, 16:01markycamRe: Thomas Cook
Is there any news on claims that have been/are being processed. This process seems to be taking a long time.
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29-10-19, 19:30KeivaRe: Thomas Cook
Good evening. Please can you help assure me that my claim for a refund for flights-only with Thomas Cook, is being handled by yourselves.
Booking made on 22nd August 2019 for a flight on Sunday 28th June 2020, 10.35am from Manchester Airport to New York JFK, with Thomas Cook Airlines. Return flight was Tuesday 14th July, 2020 at 10pm, from New York JFK back to Manchester.
We had the Premiere Single World Insurance package at a price of £40.84 and the cost of the flight package was £650.82 incl. the insurance package.
We made our claim with a couple of days of Thomas Cook going down and got a flurry of emails confirming receipt of our claim. Since then we have heard nothing for several weeks. Would it be possible for us to have an update as we urgently need to get a replacement flight sorted out and can't do that until we get our refund.
Thank you, Keiva
Thank you for your help. -
29-10-19, 19:44Tesco-BankRe: Thomas Cook
Hi Keiva, I'm sorry to hear this. Could you please send us this information in a private message to Tesco-Bank and I can take a look into this for you? Could you also please remove your personal details from your message above for security purposes? - Christina
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04-11-19, 19:42Sophrach1Re: Thomas Cook
I submitted my credit card claim on 23rd September and have heard nothing back in regards to my refund. Please can you give me an update?
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04-11-19, 19:47Tesco-BankRe: Thomas Cook
Hi , sorry to hear that you've not had an update yet! Can you please send over a private message to Tesco-Bank confirming your full name, DOB and postcode? - Kelly
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07-11-19, 10:41phil5556Re: Thomas Cook
Mine’s processed and refunded apparently, which is great but I got a text on Friday telling me that. Thursday now and no refund to my card. How long does it take to show up?
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07-11-19, 11:20Tesco-BankRe: Thomas Cook
Hi , thanks for getting in touch. The funds should be with you in the next 48 hours. I hope this helps :) - Caroline
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19-11-19, 16:16AT16Re: Thomas Cook
Anyone still waiting for refund? Keep telling us it has been done but still not showing on online statement also no email confirmation as promised. Extremely disappointed how long this is taking and lack of communication from Tesco.
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19-11-19, 16:24ChristopherPRe: Thomas Cook
Hey , I'm sorry you haven't your refund. We expect all refunds to be completed by tomorrow. We will text you as soon as this has been done. Apologies for any inconvenience.
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19-11-19, 17:30Sophrach1Re: Thomas Cook
All gone quiet now since I resent my information any update again please?
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19-11-19, 19:18AT16Re: Thomas Cook
Mmm we the same think tesco like quietness.
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19-11-19, 19:19AT16Re: Thomas Cook
Mmm we the same think tesco like quietness. **** customer service for a bank !!!!!!!
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19-11-19, 19:29AT16Re: Thomas Cook
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19-11-19, 19:31AT16Re: Thomas Cook
Absolutely disgusting service for their customers I am thinking about going to the press about it all!!!!
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19-11-19, 20:39jdb03514Re: Thomas Cook
Hi. I've been waiting for Tesco Bank to refund my Thomas Cook flight costs for a few months now - the last update I had was on 4 October from yourselves, stating that your team began processing claims that week. That's almost 7 weeks. Any idea when my money will be refunded? Thanks. Jez
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20-11-19, 09:11Tesco-BankRe: Thomas Cook
Hi , I've replied to your private message to confirm that we processed your refund earlier this month. I hope this clarifies things for you - Ross
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20-11-19, 09:27Tesco-BankRe: Thomas Cook
Hi , I'm sorry to hear this. The Thomas Cook disputes team are hoping to complete all refunds by the end of today. Please give it a couple of days and if you don't hear anything else, please get back in touch - Christina
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21-11-19, 14:59zoecharrisonRe: Thomas Cook
I am still waiting for my refund despite submitting my claim and invoices on 23rd Sept at 6am! I spent 45mins on hold to speak to a human being Sat and was told my claim would be processed by 20th Nov and I would receive a text to tell me it had gone through and if there were any issues I would be called. Surprise surprise it’s now 21st Nov, no text, no call, no refund! The shocking way in which you have treated your customers throughout this situation is beyond appalling, no updates at any stage unless I want to waste 45mins of my life again trying to find out what’s going on and why I was lied to!
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21-11-19, 15:40ChristopherPRe: Thomas Cook
Hi there, I'm sorry to hear this. So we can look into this for you, can you please send a private message to Tesco-Bank? To send a private message, please toggle the search bar to 'users' and search 'Tesco-Bank', click on our profile and then 'send message'.
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21-11-19, 18:55zoecharrisonRe: Thomas Cook
After sending one private message to you as you requested, after which you asked a question, just tried to reply and been told I have apparently now “reached my limit” of private messages for today?? with trying to reply, honestly this whole thing is beyond a joke and I’m seriously having a sense of humour failure now! The answer to your question Christopher is it was all sent from my personal email, you have confirmed you received it back in 23rd Sept at 6am and were working on it and after waiting on hold for 45mins a man in your disputes team said I would get a refund by close play on 20th Nov, I still don’t have it or any correspondence from you detailing when I will or what the issue still is.
The email address sent is was all sent from is **private information removed for privacy reasons** -
21-11-19, 20:09zoecharrisonRe: Thomas Cook
I have now gone to press, so clearly I was lied to as apparently the 20th when I was promised I would receive my refund was “just for customers who only claimed for a flight”. I was told by your agents when I first queried what to do after the collapse to claim back the cost of the visas I purchased to travel to Egypt with Thomas Cook as they clearly related to the claim as I could no longer travel there and therefore they formed part of section 75. This I did on your advice.
On Saturday I chased yet again and was told “looking at the system” that I would get my refund on 20th Nov, now I’ve been told due to the visas you have “no timescale” for my claim! I’m owed over £1500 that is sat there on my card causing my credit history to spiral downhill, quite frankly the £83 on visas are least of my worries right now. Please reinburse my flights and baggage fees by return as I’m so stressed by this whole situation, I’m not sleeping and need this resolved now, not to be told you have “no timescale” do you not realise how distressing this is to your customers?? -
24-11-19, 18:55jdb03514Re: Thomas Cook
I was told three days ago that we would be refunded on 21 November. And that we should wait a couple of days, which we have done. Still no sign of the money. We're assuming it will be refunded to my credit card. Surely, Tesco Bank realise it's coming up to Xmas and people NEED this cash at this time of year?!?! Or maybe they don't. Maybe they really don't care about their customers. wrote:
I have now gone to press, so clearly I was lied to as apparently the 20th when I was promised I would receive my refund was “just for customers who only claimed for a flight”. I was told by your agents when I first queried what to do after the collapse to claim back the cost of the visas I purchased to travel to Egypt with Thomas Cook as they clearly related to the claim as I could no longer travel there and therefore they formed part of section 75. This I did on your advice.
On Saturday I chased yet again and was told “looking at the system” that I would get my refund on 20th Nov, now I’ve been told due to the visas you have “no timescale” for my claim! I’m owed over £1500 that is sat there on my card causing my credit history to spiral downhill, quite frankly the £83 on visas are least of my worries right now. Please reinburse my flights and baggage fees by return as I’m so stressed by this whole situation, I’m not sleeping and need this resolved now, not to be told you have “no timescale” do you not realise how distressing this is to your customers?? -
24-11-19, 19:07RossMRe: Thomas Cook
Hi , this wouldn't appear as a refund on your online account but as a 'Transaction Adjustment' on your next statement. If you send a PM to with your full name, DOB and postcode I can check if this has been completed.
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03-12-19, 09:02DanielT29Re: Thomas Cook Refund
wrote:
Hi , this wouldn't appear as a refund on your online account but as a 'Transaction Adjustment' on your next statement. If you send a PM to with your full name, DOB and postcode I can check if this has been completed.
I am unable to send any more private messages, I've made several requests yet nobody can tell me when I'll have my refund, I'm growing more and more concerned as I have not received anything, my latest statement has come through and I have been charged more interest but no trace of a transaction adjustment or refund. Can someone please check if my refund has finally been processed and confirm for me please? I've waited over 60 days since Thomas Cook collapsed and my refund request was sent in, I cannot get through to a human being over the phone and it is worrying that nobody can confirm that my specific refund has been processed by now. -
03-12-19, 09:07Tesco-BankRe: Thomas Cook Refund
Hi , I'm sorry you've not heard from us yet. If you search Tesco-Bank as a user and click on the profile, you'll be able to send us a private message and we'll be able to take a look into this for you - Caroline
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03-12-19, 09:33DanielT29Re: Thomas Cook Refund
Finally got through to a human being on the phone, although I paid through my Tesco card and was told to claim through Tesco to get the refund I've now been told that they haven't bothered processing my information and tried to calling me once to confirm this although I've sent several emails. I now must claim directly through ATOL and will probably have to wait another 60 days. Absolutely disgusting behaviour from Tesco not to bother ensuring I was aware of this, if anyone else is in the same position please go through ATOL straight away as Tesco are not bothering at all with this and are happy enough to take our interest every month. As soon as I receive my refund, I’m paying off my account and moving to a new credit card provider.
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03-12-19, 09:42Tesco-BankRe: Thomas Cook Refund
I'm sorry to hear that, . The original post on this thread advises customers to claim through ATOL, and only to email us if you didn't have ATOL protection. I'm really sorry this has made you want to close your account - Caroline
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10-12-19, 15:34couchpotatoRe: Thomas Cook Refund
Finally got my refund credited to my card today after 3 months,could have been worse.
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14-01-20, 19:26BaronSparkyRe: Thomas Cook
Any idea when payments are likely to arrive? I have had a case open now for months and still no idea when I am due a refund. A bit bored sending emails to receive no reply or sitting on hold for an hour.....
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15-01-20, 08:43RossMRe: Thomas Cook
Hi , can you send a private message to with your full name, DOB, postcode and email address so I can check the status of this claim?
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25-01-20, 08:45JR641Re: Thomas Cook
I have sent a private message a week ago regarding my flight cost difference claim still no response !
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25-01-20, 15:49ThomasCRe: Thomas Cook
Hi , I'm very sorry for the delay in replying. I've now responded to your private message!