Thomas Cook - we're here to help...

07 October 2019

Hearing that the company you've booked your holiday with has gone into administration can be extremely stressful, whether you're on your travels or looking forward to a much-needed holiday. It can also be confusing for many to know where to turn, how your holiday is protected and what steps to take next to make things right.

At Travel Counsellors, we believe that it's important for everyone, not just our customers, to be aware of the importance of booking with someone that they trust and being clear on the financial protection that they have.

There are many different ways in which your travel can be protected, dependent on what, how and where you have booked. If you've been affected by the failure of the Thomas Cook Group, or you're unsure about financial protection, we've put together some points on what you can do next and how you may be protected.

The CAA have set up a dedicated website at with full information on what to do and how to check if you are ATOL protected. You can also contact the CAA call centre as follows:

Phoning from the UK (reduced rate): 0300 303 2800
Phoning from overseas: +44 1753 330 330


If you booked an ATOL package holiday directly with Thomas Cook Holidays.
You will need to make a claim through the CAA and you will receive a full refund. For more information on making an ATOL claim please click here

If you booked an ATOL package holiday with another tour operator that included a Thomas Cook Airlines flight.

Your travel company is obliged to find you an appropriate alternative to fulfil the holiday or provide a full refund to you.


If you booked a flight directly with Thomas Cook Airlines.
• Check your travel insurance to check whether it includes cover for supplier failure
• If you paid or part-paid by credit card and the value of the flight(s) is between £100 and £30,000, you can claim under Section 75 of the Consumer Credit Act 1979
• If you paid on credit or debit card, you can make a claim under the charge back scheme rules (this is not legislative but is a card scheme rule)


If you have a booked a non-Thomas Cook holiday with a Thomas Cook Retail Shop
The tour operator responsible for your holiday (TUI, Kuoni etc) will still operate your booking and will take this over directly. Some tour operators may have specific policies which will be made available directly


At Travel Counsellors, our customers are at the centre of what we do, that is why financial protection is of utmost importance to us. Alongside ATOL and airline failure insurance, we also cover our customers with our unique financial trust. It financially protects every part of your trip so no matter what happens, your money is safe.

If you still feel unclear on the rules around financial protection, or you just need some help or advice, call our dedicated helpline on 0800 061 2155 or email

You don't need to be a Travel Counsellors customer, just give us a call and we'll be happy to provide you with information and advice. Alternatively, you can find your local Travel Counsellor and get in touch with them through our website by clicking here


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