• The following information is for ATOL protected bookings.  You can tell if your booking is ATOL protected by the documents issued to you at the time you booked.  ATOL holders are required to issue ATOL Certificates and ATOL confirmations (for package bookings). 

    Please note that different claims processes apply for different types of bookings. Only the lead passenger on the booking - the first person named on the booking confirmation - can make a refund claim. 

    Thomas Cook owned and operated a number of different travel companies. The ATOL numbers for these were:

    • Thomas Cook Retail Ltd - ATOL 0020
    • Thomas Cook Tour Operations Ltd - ATOL 1179
    • TCCT Retail Ltd - ATOL 10585
    • Future Travel Ltd, trading as Freedom Personal Travel Advisors - ATOL 5704
    • Freedom Travel Group - ATOL 6042 (please see our guidance for bookings made with the Freedom Travel Group)


    Bookings made directly with a Thomas Cook company

    Information for customers due to travel after 23 September and who booked directly with Thomas Cook Retail Ltd, Thomas Cook Tour Operations Ltd or TCCT Retail Ltd

  • If you paid Thomas Cook by direct debit for any part of your ATOL protected package, all payments for your ATOL protected holiday made by direct debit should be automatically refunded.

    We have now processed all eligible direct debit refunds to Thomas Cook customers.

    If you paid the full amount of your booking, including your deposit, via direct debit, you should not need to take any action.

    However, if you paid any amount via a different payment method, such as cash, credit card or cheque, you will need to claim for that amount (see below).

    Please ensure that you make a note of your claim reference number which is provided when you submit your online refund form. You will need this number to progress your claim, so please keep this in a safe place.

    If you have not received a refund for all or part of your direct debit payments, please make an  online claim.

    If you made payment for your ATOL protected package by any of the following methods:

    • Debit card or credit card payments
    • Charge card
    • Gift cards/vouchers *
    • Cash
    • Cheque
    • Bank transfer
    • Unsuccessful direct debit refund

    * Please be aware that we are not able to issue a refund if you were given your voucher or gift card as compensation, a loyalty voucher, or from winning a prize or raffle. Only bookings that were made with vouchers originally paid for by cash or other monetary payment, such as credit or debit card, can be refunded.

    You will need to make an  online claim.

    Please ensure that you make a note of your claim reference number which is provided when you submit your online refund form. You will need this number to progress your claim, so please keep this in a safe place.

    If your flights were with another airline, you may still be able to travel if you wish. You do not have to and can claim for a refund under the ATOL scheme if you prefer. Should you wish to travel, you must contact your airline to confirm your ticket is still valid and continue to do so right up until the date of departure.

    It is likely that you will need to repurchase the other elements of your package - like transfers and accommodation - and reclaim the cost back from the ATOL scheme. You cannot claim back more than the amount  you paid for your original package, even if you pay more while abroad.  We recommend you reconfirm these elements of your holiday and confirm their price before you travel.

    Please note that if you choose to travel and use your valid flight, you are not protected under The Package Travel and Linked Travel Arrangements Regulations 2018, as your package travel provider has ceased to trade.  You will therefore be responsible for any risks arising from each individual element of your trip which would have previously been protected.

    If your flight tickets are valid and you choose to travel, you will need to make an online claim for the cost of repaying any ATOL protected parts of your trip (or like-for-like alternatives) which have been repurchased, such as transfers or accommodation, by selecting the link below. You will need to provide itemised receipts for these costs and proof of your payments for these. We will not be able to automatically refund your direct debit payments.  If you did not pay for your booking in full, we will calculate the cost of your flights and then deduct this amount from the amount you paid.

    Make an online claim.

    If you are not able to or choose not to travel, you will need to make an online claim. In this situation, direct debit payments will not be automatically processed and you will still need to make an online claim.

    Please ensure that you make a note of your claim reference number which is provided when you submit your online refund form. You will need this number to progress your claim, so please keep this in a safe place.

  • Due to the liquidation of Thomas Cook's UK airline operations any customers with outstanding EU261 compensation claims for denied boarding or delayed or cancelled flights will be treated as unsecured creditors. Customers who consider they have an outstanding claim as regards EU261 compensation should visit the  AlixPartners website for more information.

    The CAA's call centre for Thomas Cook customers can be contacted as follows.

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

    Call rates will vary, depending on network provider.

    If you have submitted your claim and we have not tried to contact you within 60 days or there is an issue with your claim, please email ATOLClaims.ThomasCook@caa.co.uk or call 0300 303 2800. Please make sure you include your reference number so we can locate your claim.

    Please do not contact us if we have already emailed you to request further information or if you have submitted your claim within the last 60 days.

    We will also issue updates on the CAA Twitter Feed.


  • Bookings made through a travel agent

    If you booked a Thomas Cook package through a travel agent and your flights were with Thomas Cook, you will need to  make an online claim

    We will need you to send us all the documents your travel agent sent you and require evidence of all payments made to your travel agent to support your claim.

    Please ensure that you make a note of your claim reference number which is provided when you submit your online refund form. You will need this number to progress your claim, so please keep this in a safe place.

  • You will need the following information which should be available on your ATOL Certificate or booking confirmation documentation.

    • Thomas Cook Booking Reference
    • Departure and return date
    • Number of passengers on your booking
    • Amount paid
    • Date, method and amount of the last payment

    Please ensure that you make a note of your claim reference number which is provided when you submit your online refund form. You will need this number to progress your claim, so please keep this in a safe place.

    If your flights were with another airline, you may still be able to travel if you wish. You do not have to and can claim for a refund under the ATOL scheme if you prefer. Should you wish to travel, you must contact your airline to confirm your ticket is still valid and continue to do so right up until the date of departure.

    It is likely that you will need to repurchase the other elements of your package - like transfers and accommodation - and reclaim the cost back from the ATOL scheme. You cannot claim back more than you paid for your original package, even if you pay more while abroad. We recommend you reconfirm these elements of your holiday and confirm their price before you travel.

    Please note that if you choose to travel and use your valid flight, you are not protected under The Package Travel and Linked Travel Arrangements Regulations 2018, as your package travel provider has ceased to trade.  You will therefore be responsible for any risks arising from each individual element of your trip which would have previously been protected.

    If you paid for your original booking in full, your flight tickets are valid and you choose to travel, you will need to make an online claim for the cost of repaying any ATOL protected parts of your trip (or like-for-like alternatives) which have been repurchased, such as transfers or accommodation, by selecting the link below. You will need to provide itemised receipts for these costs and proof of your payments for these. We will not be able to automatically refund your direct debit payments.

    Please note that, if you did not pay for your original booking in full, you will be entitled to claim up to the amount you originally paid, less the cost of your flights. We will calculate the cost of your flights and then deduct this amount from the amount you paid.

    Make an online claim

    If your flights were with another airline, you may still be able to travel if you wish. You do not have to and can claim for a refund under the ATOL scheme if you prefer. Should you wish to travel, you must contact your airline to confirm your ticket is still valid and continue to do so right up until the date of departure.

    It is likely that you will need to repurchase the other elements of your package - like transfers and accommodation - and reclaim the cost back from the ATOL scheme. You cannot claim back more than you paid for your original package, even if you pay more while abroad. We recommend you reconfirm these elements of your holiday and confirm their price before you travel.

    You will be entitled to claim for the replacement costs from ATOL up to the cost of your original trip less the amount originally paid by credit card. You will need to make an online claim.

    You will receive a referral letter for the payments made by credit card to enable you to submit a claim to your card issuer for these amounts.

    You will be entitled to claim up to the amount you originally paid, less the flight cost and minus original amounts paid by credit card. You will need to make an online claim. You will receive a referral letter for the payments made by credit card to enable you to submit a claim to your card issuer for these amounts.

    You will need to make an online claim. In this situation, direct debit payments will not be automatically processed and you will still need to make an online claim.

    Please ensure that you make a note of your claim reference number which is provided when you submit your online refund form. You will need this number to progress your claim, so please keep this in a safe place.

    What information do I need when submitting a claim?

    • Thomas Cook Booking Reference
    • Departure and return date
    • Number of passengers on your booking
    • Amount paid
    • Date of birth
    • Date, method and amount of the last payment

    This information should be available on your ATOL Certificate or booking confirmation documentation.

    An “Assigned Claim” involves you instructing us to pay your travel agent or another tour operator because they have agreed to provide you with an alternative holiday.

    Some travel agents and ATOL holders may be willing to provide you with a replacement holiday or replacement travel services and will accept 'an assigned claim' from you as an alternative form of payment. Under this arrangement you would then agree for your Thomas Cook ATOL refund to be paid to them instead of you. If you wish to make an assigned claim, please make sure you enter the account details of the travel agent or ATOL holder providing you with a replacement holiday into the 'Payment details' page of our online claim form.

    If you entered into a Low Deposit Agreement that meant that your travel agent paid some of the amount due to Thomas Cook on your behalf, we can refund your agent this amount. Please send us a copy of the low deposit agreement you signed at the time of booking when you send us your information. We will then deal directly with your travel agent.

    The online refund process is applicable only to ATOL protected passengers.

  • Due to the liquidation of Thomas Cook's UK airline operations any customers with outstanding EU261 compensation claims for denied boarding or delayed or cancelled flights will be treated as unsecured creditors. Customers who consider they have an outstanding claim as regards EU261 compensation should visit the  AlixPartners website for more information.

    The CAA's call centre for Thomas Cook customers can be contacted as follows.

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

    Call rates will vary, depending on network provider.

    If you have submitted your claim and we have not tried to contact you within 60 days or there is an issue with your claim, please email ATOLClaims.ThomasCook@caa.co.uk or call 0300 303 2800. Please make sure you include your reference number so we can locate your claim.

    Please do not contact us if we have already emailed you to request further information or if you have submitted your claim within the last 60 days.

    We will also issue updates on the CAA Twitter Feed.


  • Bookings with Future Travel Limited, trading as Freedom Personal Travel Advisors ATOL 5704

    If your package holiday was provided by Future Travel Limited, trading as Freedom Personal Travel Advisors, and you paid by credit card, you will still receive a refund but you will be referred to your credit card issuer for any payments you made to your Freedom Personal Travel Advisor by credit card  To support these claims, you will be issued with  a referral letter from us. We are able to provide this once you make your claim.

    If your flights were with another airline, you may still be able to travel if you wish. You do not have to and can claim for a refund under the ATOL scheme if you prefer. Should you wish to travel, you must contact your airline to confirm your ticket is still valid and continue to do so right up until the date of departure.

    It is likely that you will need to repurchase the other elements of your package – like transfers and accommodation – and reclaim the cost back from the ATOL scheme. You cannot claim back more than you paid for your original package, even if you pay more while abroad. We recommend you reconfirm these elements of your holiday and confirm their price before you travel.

  • You will be entitled to claim for the replacement costs from ATOL up to the cost of your original trip less the amount originally paid by credit card.

    will need to make an online claim. You will receive a referral letter for the payments made by credit card to enable you to submit a claim to your card issuer for these amounts.

    You will be entitled to claim up to the amount you originally paid, less the flight cost and minus original amounts paid by credit card. You will need to  make an online claim. You will receive a referral letter for the payments made by credit card to enable you to submit a claim to your card issuer for these amounts.

    Please ensure that you make a note of your claim reference number which is provided when you submit your online refund form. You will need this number to progress your claim, so please keep this in a safe place.

    You will need the following information, which should be available on your ATOL Certificate or booking confirmation documentation.

    • Future Travel Booking Reference
    • Departure and return date
    • Number of passengers on your booking
    • Amount paid
    • Date of birth
    • Date, method and amount of the last payment

    Make an online claim


  • Bookings made with Freedom Travel Group Limited - ATOL 6042

    Please see our guidance for customers who booked with Freedom Travel Group Limited.