This page has been updated to reflect ATOL guidance as of 30 September 2019.
We understand that customers who have a booking with Thomas Cook will have some concerns following the recent announcement that the company has ceased trading. We know that this is a very distressing time for customers affected by this.
Which companies are part of Thomas Cook?
If you booked a flight, holiday or accommodation recently with any of the companies below you will be affected.
- Thomas Cook Retail Ltd (ATOL 0020)
- Thomas Cook Tour Operations Ltd (ATOL 1179)
- Future Travel Ltd (ATOL 5704)
- The Freedom Travel Group Ltd (ATOL 6042)
- TCCT Retail Ltd (ATOL 10585)
Customers who are currently abroad
If you’re abroad, please visit Thomas Cook (this link will open in a new window) or contact the Civil Aviation Authority (CAA) on +44 1753 330 330. The CAA is arranging return flights for those who are impacted, up to and including Sunday 6th October 2019.
Customers who are due to travel
If you booked a package holiday with Thomas Cook which includes a flight, you are covered by ATOL (this link will open in a new window). The ATOL website will contain details of how to make a claim from 30th September 2019.
If you have booked a package holiday without a flight (coach, ferry etc) you are covered by ABTA (this link will open in a new window).
Not all flights booked with Thomas Cook will be protected by the ATOL scheme. If an ATOL certificate was not received at the point of booking, then the flight will not be ATOL protected.
What should I do if I have ATOL protection?
On Monday 30th September, ATOL updated its guidance on what actions affected customers should take with regards to bookings made for Thomas Cook.
For ATOL protected bookings, customers are entitled to make a claim for a refund via the ATOL scheme. The Civil Aviation Authority (CAA) has advised customers with ATOL protected bookings to make a claim directly, not with their bank.
Details on how to do this will be available via the CAA website (this link will open in a new window) from 30th September 2019.
If you have already submitted documentation to us for ATOL protected trips, please follow this guidance, as Tesco Bank will be unable to continue with your claim.
How do I know if I’m ATOL protected?
If a flight or holiday is ATOL protected, you should have received an ATOL certificate as soon as you made the first payment. Further information can be found by visiting Thomas Cook (this link will open in a new window).
I don’t have ATOL protection, can I get a refund?
If you’re not ATOL protected and booked your flights or holiday using a Tesco Bank Debit or Credit card please email [email protected].
We will need the following information from you:
- Your Name
- Your Postcode
- Thomas Cook Booking Invoice
- Last 4 digits of your Tesco Bank credit or debit card number
How long will it take to get my refund?
Due to the number of customers affected it may take us slightly longer than normal to process your claim but we will be in touch when we have an update.
I booked additional services (e.g. airport parking, transfers or excursions), what should I do?
In the first instance please try to cancel these bookings. If you’re not able to cancel them, please email [email protected] and include the following information:
- Your Name
- Your Postcode
- Thomas Cook Booking Invoice
- Last 4 digits of your Tesco Bank credit or debit card number
- Details of the additional services
I have been paying for my holiday via Direct Debit, what should I do?
If Direct Debit payments to Thomas Cook are due to leave your account on Tuesday 24 September, you should cancel these. This can be done via our Mobile App, Internet Bank or via our customer service centres. Direct Debits scheduled for collection on subsequent dates will not be processed due to the insolvency.
I purchased Travel Money from Tesco for a Thomas Cook holiday, what can I do?
For our travel money customers who are impacted by this announcement, we will buy back any foreign currency at the same rate that it was purchased, meaning you will not be left out of pocket. All we need to facilitate this is proof of the travel money purchase, such as a bank entry or till receipt, and evidence of your booking confirmation with Thomas Cook.
I used my Tesco Bank credit/debit card to buy travel money at another outlet for my Thomas Cook holiday, what can I do?
Please email us [email protected] including the following information:
- Your Name
- Your Postcode
- Evidence Thomas Cook holiday e.g. your Thomas Cook Booking Invoice
- Last 4 digits of your Tesco Bank credit or debit card number
- Details of travel money transaction
I have Tesco Travel Insurance and am currently on holiday, if my return flight is delayed, will I still be covered?
For policy holders who are currently abroad and whose return to the UK has been delayed, the policy will be extended free of charge. This will ensure that cover for medical expenses and other claims remains in place.
Thomas Cook
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23-09-19, 06:40JamieJThomas Cook
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23-09-19, 10:18Richgd2Re: Thomas Cook
If i have a payment due on a credit card for Thomas Cook should i still make this whilst waiting for the ATOL to progress any claim. Its likely due to the high demand for refunds etc it will take ATOL a long time to refund. Or will payments due on Tesco credit cards for Thomas Cook be suspended?
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23-09-19, 10:28Tesco-BankRe: Thomas Cook
Hi , thanks for your message. You'll need to continue paying your credit card in the mean-time, however once you receive the refund this will pay off any balance that is on your account at that time. I hope this helps - Ainsley
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23-09-19, 10:57ShimmerRe: Thomas Cook
Thanks. I called this morning at 8am and was advised to email the above address. I sent all the information in this morning. Will each customer's email get acknowledged so they know it has been received?
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23-09-19, 11:01Tesco-BankRe: Thomas Cook
You won't receive an email to let you know we've received it, however we'll get back to you as soon as we can - Ainsley
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23-09-19, 11:15ShimmerRe: Thomas Cook
Just to say - checked my spam folder and there was actually an auto response from Tesco Bank which states "Thank you for your email, please accept this auto-response as confirmation that your documents have been received. Please note that we will be unable to correspond with you regarding your claim via email." That is very helpful to know the documents have been received.Thanks
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23-09-19, 11:17Tesco-BankRe: Thomas Cook
Aw I'm sorry about that! I didn't realise an automated response would be sent, apologies! - Ainsley
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23-09-19, 12:26davidmoore58Re: Thomas Cook
I paid seperately for my flights and my holiday, both on our Tesco credit card. Unfortunately we have tried every possible avenue to try to find flights for our booked dates to Rhodes next week. As we now cannot get to our holiday destination because of the airline collapse can we claim for the cost of the flights and the acomodation?? Advise much appreciated....Angela
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23-09-19, 12:39RossMRe: Thomas Cook
Hi , if you follow the process above and send us an email with the information we can look into this further. I hope this helps.
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23-09-19, 13:48Gump72Re: Thomas Cook
How do we stand if we have paid direct debit and actually finished paying?
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23-09-19, 14:08RossMRe: Thomas Cook
Hi , can I check if this is a recurring payment on a Credit Card or a Direct Debit set up for a Current Account? - Ross
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23-09-19, 14:49Dave-LooeRe: Thomas Cook
As I will be claiming for over £100 for flights lost, I will have to claim off of my Tesco credit card under Section 75 of the Credit Act. How do I do this?
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23-09-19, 14:58KellyTRe: Thomas Cook
Hi , sorry to hear about this. You can file a claim for a refund. Please send a copy of your invoice and booking details to [email protected] including your full name and postcode in the subject line and we will progress your claim as soon as possible – Kelly
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23-09-19, 15:16Dave-LooeRe: Thomas Cook
Thanks for your reply, as I've two claims, for flights in October 2019 and January 2020, which appear different invoices and credit card statements, do I submit two I submit them seperately?
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23-09-19, 15:22KellyTRe: Thomas Cook
If you have two separate transactions then it would be best to send the details over in separate emails. This means that our team can investigate the two claims individually. I hope this helps - Kelly
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23-09-19, 16:17Caroline3Re: Thomas Cook
Hi, I have booked flights only to New York with Thomas Cook on my credit card and then an add on hotel booked separately with LoveHolidays who state it is non refundable. Do I claim for the flights through the Consumer Credit Act and use chargeback for the hotel booking ?ThanksCaroline
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23-09-19, 16:28Tesco-BankRe: Thomas Cook
You can file a claim for a refund for the flights with us. Please send a copy of your invoice and booking details to [email protected] including your full name and postcode in the subject line and we will progress your claim as soon as possible. In terms of the hotel booking, if you send over the details explaining the situation in the email then our team will be able to check this for you to see if there's anything we can do to help – Kelly
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23-09-19, 16:31Gump72Re: Thomas Cook
It was a direct debit from current account, it was paid for and finished in August, was supposed to travel Sep 25th but not now.
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23-09-19, 16:34Caroline3Re: Thomas Cook
In relation to the above - what are the timescales ? If I knew I was getting a refund for flights and roughly when that would be, I could potentially book new flights elsewhere and would not need to cancel the hotel. ThanksCaroline
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23-09-19, 16:40Tesco-BankRe: Thomas Cook
I'm afraid we're not able to provide a timescale for this currently. Once our team receive your email they will be back in touch with an update on your claim as soon as possible. I'm sorry for any inconvenience caused - Kelly
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23-09-19, 18:19Caroline3Re: Thomas Cook
Ok - thanks KellyI think it's looking unlikely I will get comparable flights but I won't give up hope yet !
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23-09-19, 19:39Jackie75Re: Thomas Cook
Hi I booked my holiday with Thomas cook last week, I still have my flight due to them being book through easy jet but how to I claim back my hotel and transfer money that I paid for with credit card?
Many thanks -
23-09-19, 20:09Tesco-BankRe: Thomas Cook
Hi Jackie, the best thing to do is to send any invoices you have to the email address provided in the post above including all the details. Our team will review this once your claim has been received, and get back to you with an update as soon as possible. Sorry for any inconvenience caused - Clare
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24-09-19, 07:34Dave-LooeRe: Thomas Cook
Thanks Kelly, I will do two seperate emails, one for each claim.
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24-09-19, 08:34stevenmcwilliamRe: Thomas Cook
I had sent an email yesterday requesting as refund for Thomas Cook flights booked for next June to Orlando i did not recieve a reciept confirmation. I noted from previous posts that some users had recieved a reciept email i have not ?
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24-09-19, 08:52Tesco-BankRe: Thomas Cook
Our receipt email isn't guaranteed, however, could I ask you to check your spam folder? – Keigan
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24-09-19, 09:15HeliotropeRe: Thomas Cook
Hi i have had to rebook my flights but have had to change airport to another airport over two hundred miles away,is there any possibility of claiming for consequential losses?
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24-09-19, 09:18stevenmcwilliamRe: Thomas Cook
Checked nothing there will keep a look out for a reply, appreciate you will have a large volume of enquiries are you working to any SLA's for reponses ? We have already booked our Villa so we want to get the flights sorted to tie in with the Villa dates ASAP.
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24-09-19, 09:21Tesco-BankRe: Thomas Cook
I'm sorry to hear this, . This isn't possible, I'm afraid - Keigan
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24-09-19, 09:24Tesco-BankRe: Thomas Cook
As soon as we receive your email, we will progress your claim as soon as possible, – Keigan
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24-09-19, 10:18HeliotropeRe: Thomas Cook
Ok Keigan thanks for clarifying this .
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24-09-19, 14:09SLPRe: Thomas Cook
I booked my accommodation directly with the Villa company, which is non-refundable. I paid for this, plus money transfer fee on my Tesco credit card as well as my Thomas Cook flights. As the accommodation is a "consequential loss", I assume I will definately get my accommodation costs refunded. Is this correct? I have submitted all information and documentation to the email address provided.
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24-09-19, 14:20Tesco-BankRe: Thomas Cook
Hi , I'm sorry to hear about this. I'm afraid we wouldn't be able to answer your query here, however our Disputes team will look into this as soon as possible and will let you know. I'm sorry I can't be of more help here - Ainsley
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24-09-19, 19:12fionaletRe: Thomas Cook
Hi, If I have since booked another holiday to replace the one booked with Thomas Cook but haven't received my refund to cover the full payment on my credit card will the interest charges be covered too?Thank you.
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24-09-19, 20:08Tesco-BankRe: Thomas Cook
Hi Fiona, you should continue to pay your account as normal until you receive your refund. As you can imagine we're receiving lots of emails from customers, so it might take us a little longer than normal to get back to you. One of my colleagues will be in touch with you as soon as your claim has been received – Clare
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24-09-19, 22:24JintymacRe: Thomas Cook
I had a future booking for flights/hotel package, that I know will be covered by ATOL, however I also have travel insurance, bought as soon as my holiday was booked.
If I cancel the insurance I lose 30% of the amount paid. Can I claim anywhere for a refund for the full cost of the travel insurance?
Thanks -
25-09-19, 05:43ShimmerRe: Thomas Cook
I have a question for Tesco bank. I received an update email yesterday to say you were awaiting industry guidance before proceeding. Can you explain what this means as I am concerned about why there should be a delay? Section 75 of the consumer credit act is very clear. I know that other banks have already refunded people and they have received the money and been able to book new flights. Why is there such a difference between the way different banks are handling this? We are due to fly in 7 days time and obviously our flight was cancelled by thomas cook so we need to book new flights.
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25-09-19, 07:19Tesco-BankRe: Thomas Cook
Hi , sorry to hear about this. Please send a copy of your invoice, booking details and travel insurance details to [email protected] including your full name and postcode in the subject line and we will progress your claim as soon as possible – Kelly
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25-09-19, 08:54Gump72Re: Thomas Cook
Hi, still not had a reply from you for this either here or email. Can you advise please.
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25-09-19, 09:06Tesco-BankRe: Thomas Cook
Hi , sorry you've not heard back from us. You did the right thing emailing us and we'll get back to you as soon as we can. Please note, with the sheer volume of emails coming in, this may result in longer timescales. I'm afraid I'm unable to advise on how long this will be. Sorry for any inconvenience - Brogan