THOMAS COOK CUSTOMER UPDATES
Following the recent collapse of British travel group Thomas Cook, we will be posting regular customer updates as and when they happen to ensure those affected are fully aware of the latest developments.
UPDATE – 16 OCTOBER 11:30
We have completed the review of bookings that were affected by the Thomas Cook collapse, departing up to *30 NOVEMBER 2019*. We are making great progress in reviewing bookings departing up to *31 DECEMBER 2019* and hope to move on to January 2020 departures soon. We thank you for your continued patience.
UPDATE – 07 OCTOBER 14:00
We have completed the review of bookings that were affected by the Thomas Cook collapse, departing up to *31 OCTOBER 2019*. We are making great progress in reviewing bookings departing up to *30 NOVEMBER 2019* and hope to move on to December departures soon. We thank you for your continued patience.
UPDATE – 30 SEPTEMBER 15:00
We have now completed the review of bookings that were affected by the Thomas Cook collapse, departing up to *31 OCTOBER 2019*, for the destinations listed below.
Spain, the Balearic Islands, the Canary Islands, Greece, Portugal, Turkey, Cyprus, Italy, Egypt and Croatia.
We will complete the rest of the bookings that were affected by the Thomas Cook collapse, departing up to *31 OCTOBER 2019*, in next 48 hours. Please keep an eye out for emails from us if this relates to your booking.
We have now begun working through November departures, and will be providing ALL future updates on our dedicated blog page.
UPDATE – 28 SEPTEMBER 14:00
We are continuing to work hard to find replacement flights for all our customers who were impacted by the collapse of Thomas Cook. We are still working through departures from 5 October 2019 to 31 October 2019 and hope to move onto November departures very soon. We thank you for your continued patience.
UPDATE – 27 SEPTEMBER 11:00
Due to the high volume of calls we are receiving following the collapse of Thomas Cook, we have decided to continue with our extended opening hours over the weekend. Both our Sales and Customer Service Departments will be available from 08:00 until midnight on Saturday 28 and Sunday 29 September 2019.
UPDATE – 26 SEPTEMBER 11:00
We are continuing to search for replacement flights for all our customers who were impacted by the collapse of Thomas Cook. We are now working through all departures from 5 October 2019 to 31 October 2019 and are contacting customers with updates as soon as we have news. We thank you for your continued patience.
UPDATE – 25 SEPTEMBER 13:00
Whilst we continue to be able to find alternative flights for many of our customers, the lack of flight availability in the short term means that if you have not yet received an email from us confirming that we have been able to secure new flights for you, and you were due to travel up to **4 OCTOBER 2019**, we have now cancelled your holiday in line with our ATOL requirements. You will receive a full refund which we will be issuing as quickly as possible. We sincerely apologise for the inconvenience caused
We are now working on bookings due to travel from 5 October 2019 and will continue to search for alternative flight arrangements to secure as many of our customers holidays as possible, in departure date order. We appreciate your continued patience at this time..
UPDATE – 25 SEPTEMBER 09:00
Following the collapse of Thomas Cook, if you were due to travel up to **30 SEPTEMBER 2019** and have not yet received an email from us confirming that we have secured new flights for you, we regret to inform you that we have now cancelled your booking in line with our ATOL requirements, as we have been unable to find an alternative flight to rebook you onto. You will receive a full refund which we will be issuing as quickly as possible. We sincerely apologise for the inconvenience caused.
For other customers, we will continue to search for alternative flight arrangements to secure your holiday in departure date order and will contact you over the coming days with an update. We appreciate your continued patience at this time.
UPDATE – 24 SEPTEMBER 19:00
In order to help customers impacted by the recent collapse of Thomas Cook we will be extending the opening hours of our Sales and Customer Service Centres with immediate effect. Until Friday 27th September, we will be open from 8:00 until midnight.
We appreciate your continued patience at this time.
UPDATE – 24 SEPTEMBER 15:45
We are still searching for flights to protect the holidays of customers impacted by the sad collapse of Thomas Cook. We have been able to secure alternative flights for many of our customers, however if you have not received an email confirming your new flights and you were due to travel up to **28 SEPTEMBER 2019**, we have now cancelled your holiday in line with our ATOL requirements. You will receive a full refund which we will be issuing as quickly as possible. We sincerely apologise for the inconvenience caused.
For other customers, we are still trying to find alternative flight arrangements to secure your holiday in departure date order, and will contact you over the coming days with an update. We appreciate your patience at this time.
UPDATE – 24 SEPTEMBER 13:45
We apologise for the delay in providing updates. We have been working around the clock to secure flights for customers impacted by the sad collapse of Thomas Cook. We have been able to secure alternative flights for many of our customers, however if you have not received an email confirming your new flights and you were due to travel up to 26 September 2019, we have now cancelled your holiday in line with our ATOL requirements. You will receive a full refund which we will be issuing as quickly as possible. We sincerely apologise for the inconvenience caused.
For other customers, we are still trying to find alternative flight arrangements to secure your holiday and we will issue a further update at 17:00 today.
UPDATE – 23 SEPTEMBER 08:00
Latest update following the unfortunate recent collapse of Thomas Cook:
If you are currently in resort, the CAA have made arrangements to fly you home. You should refer to the dedicated webpage that has been set up to assist you with travel arrangements: thomascook.caa.co.uk
If you are yet to travel on holiday, we will be contacting all customers using the telephone number provided at time of booking to assist you in organising alternative arrangements, in order of departure date.
We do understand this is a stressful time but please bear with us and we will contact you as soon as we can.
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