Thomas Cook Customers



Further Guidance:

  • If you are currently on holiday please go to the following website for further information:
  • If you have booked via a travel agent/3rd party or paid via PayPal contact the company for further advice.
  • If you have booked an ATOL protected package holiday (flights and hotel) directly with Thomas Cook please click the below link for further advice:
  • If you have booked your ATOL protected flights (excluding package holidays) directly with The Thomas Cook Group (Thomas Cook Retail Limited, Thomas Cook Tour Operations Limited, TCCT Retail Limited, Future Travel Limited and Freedom Travel Group Limited,) please click the below link for further advice:
  • Flights booked with Thomas Cook Airlines Ltd or a hotel only booking with The Thomas Cook Group are not ATOL protected. If you have paid with your Vanquis Card please contact our Customer Service team for further assistance.

Take Five to Stop Fraud


As a customer you should also be vigilant of criminals attempting to use the cessation of trading of Thomas Cook as an opportunity to trick people into revealing personal or financial information.


Criminals will often use the publicity around these sorts of events as a chance to pose as a genuine organisation, including banks, police officers, retailers and travel companies. Often the criminal will pretend to be from the impacted company, such as Thomas Cook, or claim they are dealing with an issue resulting from the collapse.


Fraudulent emails, phone calls or text messages often claim to be able to help customers and assist with refunds.


Using Thomas Cook as a cover story, the criminal will then attempt to get the recipient to disclose personal or financial information, which they will then use for their own fraudulent purposes.


Consumers are urged to follow the advice of the Take Five to Stop Fraud campaign:

  1. A genuine bank or organisation will never contact you out of the blue to ask for your PIN or to move money to another account. Only give out your personal or financial details to use a service that you have given your consent to, that you trust and that you are expecting to be contacted by.
  2. Don’t be tricked into giving a fraudster access to your personal or financial details. Never automatically click on a link in an unexpected email or text.
  3. Always question uninvited approaches in case it’s a scam. Instead, contact the company directly using a known email or phone number.