How Thomas Cook customers can start the process to claim their refund

Over 60,000 holidaymakers have submitted their application for a refund from Thomas Cook since the Civil Aviation Authority (CAA) launched their online system yesterday morning.

The authority has apologised after the online system struggled to cope with ‘unprecedented demand’ which resulted in customer complaining that they had tried to submit the claim form several times, but kept receiving error messages.

It is estimated that it may take up to 60 days for customers to receive their refund, but with those who paid by direct debit will receive renumeration sooner by October 14th.

Here’s what you need to do to claim your refund

If you had an ATOL protected booking with Thomas Cook, you may be entitled to make a claim for a refund.

The claim has to come from the passenger who made the booking – the person whose name appears on the booking confirmation.

There is a different claims process that apply depending on how you made your booking. For example, if you paid by direct debit, this will differ to if you paid out in cash.

How to claim your Thomas Cook refund

1)  Head over to and start the process for an online refund.

2)  Select one of the three options that are most applicable to you:

i) I was abroad when Thomas Cook ceased trading on Monday 23 September

ii) I was due to travel after Monday 23 September and booked directly with Thomas Cook in store, online or over the phone

iii) I was due to travel after Monday 23 September and booked with a non-Thomas Cook travel agent or Future Travel Limited

3) You will then be asked how you made payment – select the most appropriate option and follow the steps via the online form. Please note that you will need the Thomas Cook booking reference number to complete this.

4) Upon the completion of the form, you will receive an email from the CAA which will ask you to provide proof of payment details.


How long will it take?

You can expect to wait up to 60 days after you make a claim for compensation.

However, if your booking was made by direct debit, the CAA advises: “If your flights were with Thomas Cook and you paid Thomas Cook by direct debit for any part of your ATOL protected package, all payments for your ATOL protected holiday made by direct debit will be automatically refunded.”

As this is a new process devised by the CAA, we will only be able to provide limited support in the first instance but will endeavour to assist where possible. If you have any questions, we would encourage you to contact the CAA directly.

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