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Refund delay for Thomas Cook customers

Paloma Kubiak
Written By:
Paloma Kubiak
Posted:
Updated:
06/12/2019

Thousands of Thomas Cook customers face delays in receiving a refund of their holiday within the original time frame set out by the aviation authority.

The Civil Aviation Authority (CAA) said two thirds of claims will have been paid out by this weekend, within the 60 day limit set.

However, a third of the 67,000 claims submitted on 7 October – when the refund scheme opened – are still outstanding.

And frustrated customers of collapsed Thomas Cook said they’ve only recently received requests for further information to help their claim, just days before they were expecting their money back.

The CAA said that if customers put in a claim on 7 October and are yet to hear back, they should get in touch.

Richard Moriarty, chief executive of the CAA, said: “We thank consumers for their ongoing patience as we continue to do all that we can to work through the UK travel industry’s largest ever refund programme. I appreciate this is a concerning time for Thomas Cook customers who are waiting for their refunds, particularly at this time of the year.

“We will have already paid out more than £160m by this weekend and will continue to pay claims as soon as possible. Where we have had to request further information, we encourage these consumers to respond at the earliest opportunity so that we can finalise these payments. I would like to reassure consumers that all valid ATOL protected payments will be refunded.”

The troubled holiday firm entered administration in September, leaving 150,000 holidaymakers stranded abroad. A further 300,000 future Thomas Cook holidays were also cancelled.

Adam French, Which? consumer rights expert, said: “Thousands of holidaymakers will be disappointed that they won’t be refunded from the collapse of Thomas Cook within the 60 day cut off date but we would urge these customers to make sure they stick with official channels as scammers have been circling to take advantage in the past.

“Anyone who has not yet made a claim but believes they are entitled to their money back should also put in a claim as soon as they get a chance.”