Dec 6, 2019
Thomas Cook: 'They told me the money was safe'
Customers of collapsed tour operator Thomas Cook have been getting in touch with the BBC to voice their frustration at delays in processing their refunds for holidays that never took place. Retired teachers Alan and Diane Holmes from Ripon in north Yorkshire booked a two-week holiday in Egypt, but initially thought their money was safe because the booking was made through another firm, Freedom Holidays. The couple had paid £3,200 for the holiday, but were then told they would have to pay another £2,200 upfront if they wanted the holiday to go ahead. "They had told me the money was safe in a trust fund, but it turned out that Thomas Cook had already taken it," said Mr Holmes. As a result, they decided to pay out another £3,500 to re-book the same holiday with another travel agent, expecting to be reimbursed promptly by Thomas Cook. Vape shop salesman Jason Henderson, from Lancaster, booked a Thomas Cook package holiday to Cuba and paid for it in instalments on direct debit.
Make a complaint about Thomas Cook by viewing their customer service contacts.