Thomas Cook refunds and Atol claims – when will I get my money back?
THOMAS Cook customers owed compensation from the failed travel firm now face delays before getting their money back.
When the brand collapsed in September, the Civil Aviation Authority (CAA) said that claims made on the first day of the refund programme would get their cash back within 60 days - which is today.
But now the regulator says that only two-thirds will be paid on time.
The remaining third have been contacted by the CAA, who is handling the refunds, asking to provide more information before their payments will be process.
The CAA has so far received 215,000 valid claims and a total of £160million has already been refunded to 60 per cent of them so far, including direct debit payments.
About 800,000 people had been due to travel with the collapsed firm in the months following its demise, or were already abroad when it fell into administration.
The claims website was so inundated with refund requests on the day that it launched on October 7 that the website crashed.
Richard Moriarty, Chief Executive of the UK Civil Aviation Authority, said: "I appreciate that this is a concerning time for Thomas Cook customers who are waiting for their refunds, particularly at this time of the year.
"I would like to reassure consumers that all valid Atol protected payments will be refunded."
Here are your refund rights if you're still yet to get your money back:
What do I do if I haven't received my refund?
Customers who have submitted a claim but haven't yet received a refund should have been contacted by the CAA to request more information from you.
The CAA has said that it sent out emails late November/early December asking for more details before the claim can be processed.
People who've submitted claims on October 7 are being urged to check their junk and spam folders if they've not received an email from the CAA by December 7/8.
In the meantime, the 60 day claims period has been paused until you reply to the email.
You can also contact the designated helpline on 0300 303 2800.
How do I know if my holiday is Atol protected?
WHEN you book a holiday, the Atol holder or their agent must give you a certificate confirming you are Atol protected as soon as you hand over any money - including a deposit - for a holiday or flight.
Make sure you obtain and keep all the relevant paperwork in case you need to make a claim.
But be aware, the protection only covers British-based firms, so it's vital to check. When lowcostholidays went bust in 2016, customers weren't protected by Atol because the company had moved to Spain in 2013.
Some travel companies display the Atol logo on their websites even though they don't offer financial protection.
To check it's genuine, look for a number on the logo and check it out on the CAA's website.
You should be wary if the travel provider has no Atol number, or if the number doesn't have four or five digits.
If you aren't sure about the website, don't book through it.
Another key term Brits should be aware of is Abta. While Atol protects flight-based packages, Abta protects everything else such as cruise or self-drive trips.
Can I still submit a claim?
Holidays and flights booked through Thomas Cook were protected by the Air Travel Organiser’s Licence - or Atol.
If a travel company with an Atol certificate ceases trading, the scheme protects customers who have booked package holidays with the firm, making sure they don't get stranded abroad or end up out of pocket as a result.
You can also get a refund through the scheme for further payments made to stay in a hotel if you were stranded abroad when the firm collapses, as long as you still have the receipts.
You'll need details of your booking to hand and be aware that only the first person on the booking confirmation can make a refund claim.
Alternatively you can call the dedicated Thomas Cook call centre on 0300 303 2800 from within the UK or +44 1753 330 330 if you're abroad.
Claims can be made if you travelled from the UK after September 23, 2019.
When will I get my money back?
Customers who submitted claims when the refund scheme opened on October 7 should get their money back by today.
Claims made after this date will be made within 60 days of submitting it.
If the CAA needs more information from you before processing your refund, the two month time frame will be paused until you give them the extra information needed.
If it's already been 60 days since you sent in your claim and you haven't heard back from the CAA then you should check your email or junk folder for any requests for more information.
If you paid by direct debit, and the payment was between £100 and £30,000 you should have already got your money back via Section 75 of the Consumer Credit Act. These were issued by October 14.
You can also call the dedicated helpline if you haven't received an email or a refund.
The CAA has said that it doesn't expect payments to be delayed even if there's an influx of new claims submitted.
What if my refund request is refused?
So far, 85,000 claims have been refused refunds because they were either duplicates or invalid.
If you've been refused a refund, like for instance, you booked your hotel separately with a firm that isn't Atol protected, you may be able to get your money back in other ways, depending on how you paid.
Here's what you need to know:
- Credit card - Section 75 of the Consumer Credit Act means if you pay for items on a credit card worth between £100 and £30,000, your card company is jointly liable if something goes wrong. Contact your card provider to start a claim.
- Chargeback - If you paid for your flights or holiday by debit card - or by credit card and the cost is under £100 - then you should be able to claim under chargeback rules. You must do this within 120 days. But unlike Section 75, this is not a legal requirement so you're not guaranteed to get a refund.
- Paypal - Contact Paypal to see if you can claim via its Buyer Protection Scheme. You must do this within 180 days.
When a firm goes into administration you can also submit a claim as a creditor, but consumers will likely be at the bottom of a long line of people waiting to get their money back.
Also check your own insurance policy to see if it offers any protection.
A policy may cover the cost of the original tickets and holiday purchased.