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Thomas Cook Group - Failure

Last updated: 29/09/2019 - 20:55

Update: 29/09/2019 - 20:55

๐“๐ก๐จ๐ฆ๐š๐ฌ ๐‚๐จ๐จ๐ค - ๐‚๐€๐€ ๐‚๐ฅ๐š๐ข๐ฆ ๐”๐ฉ๐๐š๐ญ๐ž
Please see the below update that has gone out to our customers this evening:
Dear Customer,
Further to my e-mail last Monday morning detailing the sad collapse of much loved tour operator Thomas Cook - I am writing with a further update regarding the CAA (Civil Aviation Authority) claim process.
The CAA had originally advised that the claims process would open on Monday 30th September. Over the course of this weekend we have been advised that this date is now highly likely to be delayed due to the unprecedented task of repatriating over 150,000 Thomas Cook customers back to the UK.
We have spent the last week helping hundreds of customers in our stores and via our dedicated helpline. We're proud to have opened our doors to not only our own customers but any customer affected by the collapse - including those that booked in a Thomas Cook store or at thomascook.com
If you have any friends or family that are affected and need help - please ask them to get in touch with one of our stores.
๐—ข๐˜‚๐—ฟ ๐˜๐—ฒ๐—ฎ๐—บ ๐—ฎ๐—ฟ๐—ฒ ๐—ฎ๐—ฏ๐˜€๐—ผ๐—น๐˜‚๐˜๐—ฒ๐—น๐˜† ๐—บ๐—ผ๐—ฟ๐—ฒ ๐˜๐—ต๐—ฎ๐—ป ๐—ต๐—ฎ๐—ฝ๐—ฝ๐˜† ๐˜๐—ผ ๐—ต๐—ฒ๐—น๐—ฝ ๐—ฎ๐—ป๐˜†๐—ฏ๐—ผ๐—ฑ๐˜† ๐—ฎ๐—ณ๐—ณ๐—ฒ๐—ฐ๐˜๐—ฒ๐—ฑ. ๐—ช๐—ฒ'๐—น๐—น ๐—ต๐—ฒ๐—น๐—ฝ ๐—ฐ๐—ผ๐—บ๐—ฝ๐—น๐—ฒ๐˜๐—ฒ ๐—ฐ๐—น๐—ฎ๐—ถ๐—บ๐˜€ ๐—ณ๐—ผ๐—ฟ๐—บ๐˜€ ๐—ฎ๐—ป๐—ฑ ๐˜†๐—ผ๐˜‚ ๐—ฑ๐—ผ๐—ป'๐˜ ๐—ป๐—ฒ๐—ฒ๐—ฑ ๐˜๐—ผ ๐—ต๐—ฎ๐˜ƒ๐—ฒ ๐—ฏ๐—ผ๐˜‚๐—ด๐—ต๐˜ ๐—ผ๐—ฟ ๐—ฏ๐—ฒ ๐—ฏ๐˜‚๐˜†๐—ถ๐—ป๐—ด ๐—ฎ๐—ป๐˜†๐˜๐—ต๐—ถ๐—ป๐—ด ๐—ณ๐—ฟ๐—ผ๐—บ ๐˜‚๐˜€ ๐—ณ๐—ผ๐—ฟ ๐˜‚๐˜€ ๐˜๐—ผ ๐—ต๐—ฒ๐—น๐—ฝ. ๐—ง๐—ต๐—ฒ๐—ฟ๐—ฒ ๐—ถ๐˜€
๐—ป๐—ผ ๐—ฐ๐—ต๐—ฎ๐—ฟ๐—ด๐—ฒ ๐—ณ๐—ผ๐—ฟ ๐˜‚๐˜€ ๐—ผ๐˜‚๐—ฟ ๐˜€๐—ฒ๐—ฟ๐˜ƒ๐—ถ๐—ฐ๐—ฒ ๐—ฎ๐˜ ๐—ฎ๐—น๐—น.
What next?
We will receive further updates from the CAA over the next couple of days - this will detail the claims process and the date that claims will be open from. We'll send you a further update as soon as we receive this detail.
Start Preparing...
If you've paid by Debit or Credit Card or Direct Debit - you'll need bank statements for each of the transactions you've paid either to us, your travel agent or directly to Thomas Cook. This is mandatory to be able to complete the claims process.
You'll also need a copy of any receipts, booking confirmations and your ATOL certificate. If you don't have any of these and you originally booked in a WTL store - we have copies of these and will assist you with them. If you booked in a Thomas Cook store and you don't have copies then please let us know and we'll advise on the next steps for you.
Please be rest assured that both myself and the entire WTL Team are completely on hand to help with any questions or queries you have. Please don't hesitate to call us or pop in store.

Update: 23/09/2019 - 02.55

It is with deep regret that we have to inform you that the Thomas Cook Group has gone in to administration. Unfortunately your holiday booking is affected by this news.

 

The most common brands of the Thomas Cook Group booked in our stores was Thomas Cook, Airtours, Manos, Thomas Cook Signature and Thomas Cook Airlines/Flythomascook for flight only bookings.

 

We have hundreds of customers affected by this news and we're working very hard to understand how each individual customers holiday is affected and we are contacting everybody in departure date order to advise them of the options relating specifically to their booking.

 

 

The below advice is top level information depending on the type of booking you have with us. We'll be in touch as soon as we can (in departure date order) to discuss your individual booking.


Please be rest assured that every Thomas Cook product sold in our stores if financially protected.

 

CUSTOMERS CURRENTLY ON HOLIDAY

 

We'll contact you within the next 12 hours to discuss your booking and what we can do to protect the rest of your holiday and ensure that we get you home.

CUSTOMERS DUE TO DEPART FOR THEIR HOLIDAY

 

What financial protection have I got?

 

Holidays including a flight and hotel
Your booking will have been booked in one of two ways:

 

Package Holiday - where the Tour Operator listed on your Booking Summary is listed as Thomas Cook, Airtours or Manos. In this instance your holiday is unlikely to go ahead as planned. We're awaiting further instruction from the CAA and will update you as soon as we have news. Please be rest assured that your money is completely safe.

 

Dynamically Packaged Holiday - where the Tour Operator listed on your booking summary is listed as Midcounties Co-operative. In this instance - we (World Travel Lounge / Midcounties Co-operative Travel) are your Tour Operator and we're working hard to understand that available options for each of our Customers. In this instance - it is possible that your holiday will still go ahead - subject to flight availability. We'll contact you as soon as possible to discuss the alternative options. Please be rest assured that your money is completely safe.

 

Package Holiday - where the Tour Operator listed on your Booking Summary is listed as another provider other than Thomas Cook, Airtours or Manos (eg. TUI, Marella Cruises, Mercury Holidays, Red Sea Holidays etc)... your holiday is still ATOL Protected and your Tour Operator will now be working to find you an alternative flight or look to amend or refund your holiday. We'll contact you individually - as soon as possible - to discuss your options.

 

All bookings are protected under the UK ATOL scheme operated by the CAA. We're still awaiting further updates from the CAA in relation to the claim process and we'll contact you as soon as we have a further update.

 

Bookings including a flight only
All flight only bookings are protected under our own ATOL and will be listed as Midcounties Co-operative on your booking summary and ATOL certificate. It is unlikely that these flights will still operate, however, we will do everything we can to switch you over to another airline - subject to availability. Please be rest assured that your money is completely safe.

 

We've set up a dedicated helpline - operated by our Travel Consultants - please try and call us rather than visit our stores as we will be able to get to you faster. You can reach us onย 0330 043 1291.

I understand that this news is disappointing but I wanted to let you know as soon as I could about this update. Our team are working really hard to get through each of our customers bookings - we'll be in touch as soon as we can with you. In the mean time, please bear with us as we're currently receiving a high volume of our calls to stores.

Thomas Cook is in administration. Further details here >>> Dismiss