Dec 5, 2019

Thomas Cook customers face further refund delays

Customers of defunct tour operator Thomas Cook have reacted angrily after learning they will face further delays in getting refunds for Atol-protected package holidays. The Civil Aviation Authority originally said all valid claims made on the first day of its refund programme would be paid within 60 days, or by this Friday. When Thomas Cook ceased trading on 23 September, anyone who had paid for a future Thomas Cook package holiday protected under the CAA's Atol scheme was entitled to a full refund. From 7 October an online refund application system opened, and customers were told the Civil Aviation Authority aimed to pay out within 60 days. The CAA said it had received 260,000 valid claims to date, but around 40,000 of the cancelled holidays eligible for a refund have still not been claimed for.

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