National News

ABTA - Advice re: Thomas Cook

ABTA has had reports of members of the public being cold called and asked if they have a Thomas Cook booking and then asked for their bank details. This is a SCAM. Thomas Cook customers should follow the advice on this web page for full details of how they can make a claim.

For customers with a booking with Thomas Cook or one of its Group companies
 
Following the announcement that Thomas Cook Group plc has ceased trading, ABTA’s immediate aim is to help customers to understand what steps they need to take if they are currently away on holiday or if they have future travel arrangements booked with the company. Customers may understandably be very worried, but it is very important that they follow the advice below carefully.  
 
To enable us to help you and provide the most accurate information on what you need to do, please read the following information.  
 
Thomas Cook Group Plc operated several businesses that sold holidays and other travel arrangements, including five companies that are ABTA Members:
 
 
Thomas Cook Retail Limited - ABTA W8361, J8601 & ATOL 0020
Thomas Cook Tour Operations Limited - ABTA V6896 & ATOL 1179
TCCT Retail Limited - ABTA Y6564, L8164 & ATOL 10585
Future Travel Limited - ABTA W6370, G856X & ATOL 5704
Freedom Travel Group Limited - ABTA W6417, G8381 & ATOL 6042
 
 
The Group also included an airline business which is not a member of ABTA.
 
The vast majority of holidaymakers’ arrangements are covered through different types of financial protection: the majority are flight packages covered by ATOL plus a smaller volume are packages without flights and accommodation covered by ABTA.  Flights booked directly with Thomas Cook airlines are not covered by ATOL or ABTA so customers will need to contact their card issuer.
 
As there are a number of different companies involved, and different types of arrangement, what customers should do next will depend on whether they are currently away or have a forward booking; who they booked with; and what they booked. 
 
Holidaymakers currently away on a Thomas Cook package holiday or staying in accommodation booked with Thomas Cook
 
Customers who are currently overseas on a flight package holiday will be financially protected under the ATOL scheme and should contact the CAA. The CAA will advise on return flight arrangements.
 
The CAA’s call centre for Thomas Cook customers can be contacted as follows.
 
Phoning from the UK (reduced rate): 0300 303 2800
Phoning from overseas:  +44 1753 330 330
 
More information at thomascook.caa.co.uk
 
Customers who are currently overseas on a package holiday that does not include a flight are protected by ABTA and should continue their holiday as normal. 
 
Customers who are currently overseas and staying in accommodation booked through Thomas Cook Tour Operations are financially protected by ABTA and should continue their holiday as normal.
 
Customers who are currently overseas and have booked flights directly with the Thomas Cook Airline, or who have booked accommodation via Thomas Cook Retail with a third party (e.g. Expedia) are not financially protected.  For flights, they should contact the CAA in the first instance, for accommodation contact the company named on the travel documents. 
 
Customers who are yet to travel
 
If you’ve booked a package holiday through a Thomas Cook Group retail company, but that holiday is provided by another travel company, you should contact that travel company to check your arrangements will continue as normal.
Customers who have a booked a Thomas Cook package holiday or accommodation through a Thomas Cook Group retail company (Thomas Cook, TCCT Retail Ltd, Future Travel Ltd or Freedom Travel Group Ltd) these holidays will not go ahead, and you will be entitled to a refund.
 
If you’ve booked a Thomas Cook package holiday through another travel company, you should contact that company to discuss options which may include re-booking or making alternative arrangements.
 
If you’ve booked flights from Thomas Cook Airlines Ltd, these are not covered by ATOL or ABTA protection, so you will need to pursue a claim through your card issuer.
 
Please click on the company that you have booked with from the list below, which will take you to the specific advice on what you will need to do next.  
 
Thomas Cook Retail Limited  
Thomas Cook Tour Operations Limited  
TCCT Retail Limited  
Future Travel Limited  
Freedom Travel Group Limited  
Thomas Cook Airlines Ltd (not an ABTA Member)
 
Advice for Hoteliers
 
ATOL protected package holiday with Thomas Cook 
 
Where customers are currently abroad and they are on an ATOL protected package holiday with Thomas Cook or any company that is part of the Thomas Cook Group, the Civil Aviation Authority will seek to guarantee customers accommodation from the date they arrived at the accommodation and the duration of their stay. Please contact CAA for a letter of guarantee.  
 
In regard to any outstanding payments prior to the failure, you will need to submit a claim to the Liquidator. Details of the Liquidator are available here.
 
Single element sales (e.g. accommodation only)
 
Where you have customers who booked accommodation only, with Thomas Cook Tour Operations Limited, TCCT Retail Limited, Future Travel Limited and The Freedom Travel Group Limited, these are protected under the ABTA scheme of financial protection from the date of the failure 23 September 2019 for the remainder of their stay.  
 
Customers who are currently on holiday and utilising an accommodation only booking will need wherever possible to settle their accommodation bill if required to do so, retain all receipts and contact ABTA on their return. Please see www.abta.com/thomascook.   
 
Outstanding invoices prior to the failure 
 
In regard to any outstanding payments prior to the failure, you will need to submit a claim to the Liquidator. Details of the Liquidator are available here.
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