Thomas Cook Ceases Trading Updated 02/10/2019

As Thomas Cook has ceased trading, your flight is cancelled. What happens next depends on your circumstances. Please read carefully below to see what applies to you.

I am in the UK and due to travel on/after 23/09/2019

The money you paid us for your booking is protected. There will be no claim for you to make, no paperwork for you to complete.  When we get your money back, we'll pass it on as soon as possible. Rest assured, we'll keep you updated regularly

If you still wish to travel, you may wish to visit our website to check availability with alternative airlines. Our website address is www.directline-flights.co.uk. As this is a new booking, you will have to pay again.

My flight originated in the UK, I am now overseas, and due to fly back to the UK on or before Sunday 06/10/2019

You will fly to the UK on flights arranged by the British Government and the Civil Aviation Authority. Most of these flights will be very similar to what you had booked with Thomas Cook. Please click on the link below to check details of your replacement flight, which will be added in date order, as the arrangements have been confirmed by the CAA.

https://thomascook.caa.co.uk/customers/if-you-are-currently-abroad/guidance-by-destination/

 

My flight originated in the UK, I am now overseas, and due to fly back to the UK after Sunday 06/10/2019

We will arrange a new flight for you back to the UK. Due to limited availability, we may not be able to book the original date, times or UK arrival airport. We will contact you when arrangements have been made for you. In some circumstances, we may only be able to provide a refund of your inbound flight sector. If you prefer to make your own arrangements and receive a refund of your inbound ticket, please let us know as soon as possible.

 

I have booked a one-way flight to the UK, due to fly on or before  Sunday 6 Oct 2019

You will fly to the UK on flights arranged by the British Government and the Civil Aviation Authority. Most of these flights will be very similar to what you had booked with Thomas Cook. Please click on the link below to check details of your replacement flight, which will be added in date order, as the arrangements have been confirmed by the CAA. 

 https://thomascook.caa.co.uk/customers/if-you-are-currently-abroad/guidance-by-destination/

 

I have booked a one-way flight to the UK, due to fly after Sunday 6 Oct 2019

Your flight is cancelled, but don’t worry, your money is safe. Thanks for your patience while we sort out your refund. There will be no claim for you to make, nor paperwork for you to complete. This will be paid to you as soon as possible.

If you would like to rebook, this will be at your own expense. You may visit our website to check availability with alternative airlines. Our website address is www.directline-flights.co.uk.

As this is a new booking, you will have to pay again.  In order to keep your costs down you may wish to consider alternative dates, flight times or even changing your UK arrival airport. 

 

When can I expect my refund?

The task of assembling all the supporting paperwork is now complete, so we submitted the bulk on 27 September.

Over the past few days, these are the questions we’ve been asked most often. 
 
Q. What do I have to do to make a claim?
A. There’s nothing for you to do, as we take care of the entire process.

Q. When can I expect my refund?
A. We don't have any direct control over the processing times or the banks and card providers involved, but when we have a clearer idea of the timelines, we’ll let you know. We’re committed to paying out within 5 working days of receiving the funds. 

How will I be refunded?

We will make the refund directly onto the card you used to make your booking. If your card has expired, we’ll send a cheque to the lead passenger

 

What happens if I added extras to my flight booking, like seats or extra bags?

If you paid us for this, you can expect us to refund you. If you paid Thomas Cook directly, you’ll need to claim through your bank or credit card company. You can see who you paid by checking the entries on your bank or credit card statement.

 

What about separate hotels, car hire etc - are they protected?

If the worst were to happen and you were unable to travel, it's possible you could lose out if you'd separately booked extra accommodation or activities that you found you were unable to use. 

If this were to happen, your first step would be to get in touch with the supplier of the service and see if you could change your booking or get a refund – even if it's officially not allowed, it would be worth explaining the situation and seeing if the firm might make an exception. You could also check if your travel insurance would cover you, as some more comprehensive policies may give you 'abandonment protection' for consequential losses.

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