As of 23rd September 2019, Thomas Cook collapse has meant that the company has gone into Administration. Unfortunately, this has meant that flights and hotel bookings have been cancelled. This information provides some guidance if you’ve been impacted.
If you want to take out a policy for a future trip, be it a Single Trip, Annual Multi Trip or Backpacker Policy please make sure that Scheduled Airline Failure is provided in the Schedule of Benefits.
All of our policies cover this as Standard up to £1,500.
What happens if I’m already abroad ?
For those customers protected by ATOL Protect, the Civil Aviation Authority (CAA) will be launching a repatriation programme, starting on Monday 23rd September 2019 and running to Sunday 6 October 2019, to bring Thomas Cook customers back to the UK.
If you booked for your flights and hotels separately and you have a Travel Insurance in place, contact the Claims Department to see if you have Scheduled Airline Failure cover and whether you have a valid claim. Please see your Policy Wording for Claims contact information.
What if I’ve not departed for my trip yet but my holiday /flights / hotel is now cancelled ?
If you have booked a packaged holiday then your holiday may be covered by ATOL Protect. If it is, you will have an ATOL Certificate Number which will be vital to your claim. Please visit CAA’s website for information about how to make a claim for a refund.
If you are not eligible for an ATOL Protect claim but you purchased the flight/holiday on your Credit Card, contact your Credit Card Company to see if they can refund your money.
If you have booked a flight only deal on Thomas Cook Airlines and you have an Insurance Policy that covers Scheduled Airline Failure, contact the Claims Department listed on Your Policy Wording to see if you have a valid claim.
Important Points after Thomas Cook Collapse
ATOL Protect was set up to protect holidaymakers who buy package deals rather than people putting together holidays on their own over the internet. But there can be some exceptions, such as if the passenger bought the ticket through an ATOL licensed travel agent. It may be worth you contacting your supplier for more information.
Your Insurance Policy will not be valid if the policy or Thomas Cook flight was purchased after the announcement that Thomas Cook was unstable. As soon as a public post is made that the company may collapse, the event then becomes foreseeable and therefore not an insurable risk.
Will JS Travel Insurance be able to change or refund my Insurance Policy if I’ve found another holiday ?
Some of our Providers have agreed to let you change the dates and destinations of a Travel Insurance Policy should you have found an alternative holiday, even if you are outside of the 14 day cooling off period. There may be an Additional Premium to pay if your trip duration or destination is at a greater cost.
If you are still within the 14 day cooling off period (from the date of policy issue), we can cancel and refund your policy in full
IMPORTANT: we can only make these changes if there are no claims made, none pending, and that you don’t intend to make a claim for Thomas Cook Flights under Scheduled Airline Failure or any other section of the Policy Benefits.
Travel insurance policies can provide back up if compensation cannot be accessed from ATOL cover, banks or credit card providers. In the first instance, customers should check their policies on what cover they have. Those with scheduled airline failure or end supplier failure should be able to get compensation for the cost of the flight. Where travel disruption is included, they will be covered for extra costs, such as additional hotel accommodation or the cost of new flights, where these are not recoverable from any other source. Mark Shepherd, Assistant Director, head of general insurance policy, at the ABI.
After Thomas Cook collapse, we are here to answer any of your questions and help in anyway possible.
0800 047 5065 or 01273 773 017