• The Civil Aviation Authority has now instructed the liquidator of the Thomas Cook Group UK Ltd ATOL holders to collect pipeline monies on behalf of the Air Travel Trust.

    You will receive a Civil Aviation Authority letter from Thomas Cook but please check the additional information on pipeline monies.

    This section includes information specifically for travel agents who have booked their customers on ATOL protected flights or packages with Thomas Cook.

    Please note that if you have sold these on to your customer as Package under your own ATOL or as an Accredited Body member, please refer to our ATOL holder information.
    To enable us to provide these refunds as fast as possible, we have developed a simplified, online refunds form.  This will ultimately reduce the amount of time it will take for customers to get their refund compared to the standard process in this unprecedented situation.

    Once submitted to the CAA, we aim to pay back valid refunds within 60 days.

    We know everyone will want to get their money back as soon as possible. The CAA is doing everything it can to make sure the process is as simple as possible, so please do bear with us as we deal with this unprecedented situation as efficiently as we can.

    Assigned claims

    If you are offering your customers replacement holidays in exchange for ‘assigned claims’ please make sure these customers are asked to enter your bank details into the ‘Payment details’ page of our online claim form, rather than their own to ensure we process the refund claim correctly.
    If you accept an assignment, please provide us with a list of affected bookings so we can cross-refer this to your customers’ claims.

    ATT Pipeline Monies - Consumer payments you are holding on behalf of the Air Travel Trust

    For more information download: Stop Notice Letter to Agents

    The Civil Aviation Authority has now instructed the liquidator of the Thomas Cook Group UK Ltd ATOL holders to collect pipeline monies on behalf of the Air Travel Trust. You will receive a Civil Aviation Authority letter from Thomas Cook but please check the additional information on pipeline monies.

    If you entered into a Low deposit agreement

    We have asked consumers to send us copies of their signed low deposit agreement, where applicable, so that we can refund the agent the amount they paid on the consumer’s behalf at the same time. If you entered into a Low Deposit Agreements with your customers, please provide us with a list of affected bookings so we can cross-refer this to your customers’ claims.

    For each Assignment or Low Deposit claim please provide the following information to MH-claims@caa.co.uk:

    • Booking ref
    • Lead name
    • Departure Date
    • Name of agent
    • Value of consumer claim (£)
    • Claim being assigned (Y/N)
    • Amount of claim being assigned (£)
    • Low Deposit Value paid by agent (£)
    • Low deposit agreement in place and agreement provided (Y/N)
    • Proof of payment made to failed ATOL holder provided (Y/N)

    Pipeline Monies

    We want to ensure that every affected ATOL protected consumer is refunded as quickly as possible.

    To do this we have asked the ATT to waive some of their usual requirements, and have implemented a streamlined claims process. This involves the Civil Aviation Authority refunding all bookings made through travel agents without the need for agents to provide proof of their payment to the failed ATOL holder or its administrator.
    The UK Civil Aviation Authority can then fully reconcile funds processed by travel agents independently of consumers’ claims, avoiding any delays while this exercise is completed.
    The following letter has been sent to every travel agent:

    ATT instruction letter sent to all travel agents

    For any questions regarding pipeline monies, please contact us on 01733 417389, or email MH-Trade@caa.co.uk.


  • Now that the Thomas Cook Group UK Ltd ATOL holders have entered liquidation, all monies that you collected from consumers but did not pass to the Thomas Cook Group UK Ltd ATOL holders are now held for the Air Travel Trust (“the ATT”).

    You must follow the Civil Aviation Authority's instructions on where to pay ATT Pipeline Monies. In this case, we have appointed AlixPartners to collect these monies on the Air Travel Trust's behalf.

    In order to support the customer claims process for Thomas Cook Group UK Ltd ATOL holders claims, the Civil Aviation Authority is dealing with all customer claims and so travel agents must not refund their customers directly.

    Claim forms have already been made available to allow customers to make a claim under the ATOL Scheme. Thousands of claims have already been received and are being processed.

    Commission was payable by Thomas Cook Group UK Ltd ATOL holders which has now entered liquidation.

    All pipeline monies, including the amounts you may have routinely deducted from payments to Thomas Cook Group UK Ltd ATOL holders before it entered liquidation, are now payable to the ATT.

    You are no longer able to apply any deductions or set offs.

    The ATT is unable to pay the commission that was due to you from Thomas Cook Group UK Ltd ATOL holders.

    Any claim for commission that you believe is due must be submitted to the Official Receiver as a claim in liquidation for those particular ATOL holders (please refer to AlixPartners for details of how to submit your claim).

    Providing that the requirements set out in (6) of the letter are met by 31 January 2020, you may invoice the ATT a one-off handling fee of £50 (+ VAT if you are VAT registered) per booking included in that payment. To receive this fee, you must raise an invoice to the ATT as set out in the letter sent to you.

    The impact of Thomas Cook Group UK Ltd ATOL holders entering liquidation applies equally to commission in respect of holidays that had been completed prior to the date of liquidation.

    As set out in our letter, you must pay to the ATT all ATT Pipeline Monies and make a claim in liquidation from the Official Receiver for commission owed by Thomas Cook Group UK Ltd ATOL holders to you.

    You will need to ask your customer to resubmit their claim to the Civil Aviation Authority Claims Agency for all payments they made in respect of their Thomas Cook booking using a Thomas Cook ATOL Claim Form, which can be obtained by contacting the Civil Aviation Authority's call centre on 0300 303 2800.

    The customer will need to provide evidence of this additional payment and complete the claim form with the correct (i.e. full) amount. When sending in this information they need to ensure they quote the Civil Aviation Authority Claim number previously allocated to their claim.

    If you have any queries on the received spreadsheet of your bookings, you should contact AlixPartners at the email address within their original email, which is ATTPipelineMoney@Thomascook.com or call the team on 01733 416629.

    You were not permitted to do either of these things. On the date Thomas Cook Group UK Ltd ATOL holders ceased trading and went into Liquidation, the Civil Aviation Authority published confirmation on its website that all ATT Pipeline Monies should be held until further instructions had been issued.

    A few days later the Civil Aviation Authority e-mailed Stop Notices to travel agents instructing them once again to hold ATT Pipeline Monies until further instructions were issued.

    If you have utilised ATT Pipeline Monies for a replacement booking you must pay the money you were holding on 23 September 2019 into the ATT bank account, as instructed. You can then ask the consumer to assign their claim under the ATOL scheme to you.

    f you have refunded consumers contrary to the instructions above, you must urgently inform AlixPartners at the email address ATTPipelineMoney@thomascook.com.

    We do not expect agents to pay the outstanding balance due from the consumer to the Thomas Cook Group UK Ltd ATOL holders only any monies that you are holding in respect of these bookings as at 23 September 2019 (the date of failure).

    If you do not hold any monies in respect of bookings, then enter a zero in the spreadsheet.

  • Contact us

    For all trade enquiries, please contact MH-Trade@caa.co.uk.