Thomas Cook customers face refund struggle Thomas Cook

Andrew Cummings
October 8, 2019

The last of Thomas Cook's passengers were scheduled to be repatriated this morning. He said: "It is vital that customers persevere and do not turn to alternative websites, as we've seen scammers seeking to take advantage of this situation by setting up convincing fake refund websites to fleece customers".

All Thomas Cook customers who purchased package holidays are covered by the Air Travel Organiser's Licence scheme (ATOL), which entitles them to a refund on the full cost of the holiday.

On Monday morning, the last stranded Thomas Cook customers returned to the United Kingdom in the country's largest peacetime repatriation, launched by the government on 23 September when the holiday company folded.

UK Civil Aviation Authority (CAA) announced today that the repatriation of over 140,000 clients of the bankrupt tour firm Thomas Cook has been completed successfully.


The Civil Aviation Authority started its online refund application process after realizing how many people were affected by the travel agency's collapse.

The ATOL scheme also covers those who booked package holidays: it will pay for accommodation overseas and flight home if the airline has ceased operating.

What was described as the largest-ever refunds programme of its kind was launched by the UK's Civil Aviation Authority on Monday - but many customers were left angry and frustrated after receiving error messages when attempting to submit their claims.

"I want to thank everyone who has played their part in delivering this enormous undertaking, including the passengers we flew home for bearing with us as we undertook this complex operation". Thomas Cook customers will have to wait 60 days for their refund according to the CAA, but those that paid by direct debit will receive a refund by October 14th.


"It needed an unprecedented team effort from our commercial partners, our friends across government and my colleagues at the CAA", he added.

"We know that customers are devastated by the cancellation of their holidays", Moriarty said.

The claims section of the website went live at 6am on Monday for those with future bookings for Atol-protected holidays to apply for a refund.

On Saturday 22 flights operated to bring back around 3,994 passengers while in total around 140,000 passengers have been flown back to the United Kingdom until now.


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