Adam French, Which? Consumer Rights Expert, said:
“Hundreds of thousands of holidaymakers affected by the collapse of Thomas Cook will be incredibly worried, especially if they are currently still on holiday and stranded abroad. The good news is that ATOL protection will mean they will be flown back home free of charge.
“Customers who have already paid and booked for an upcoming holiday with the collapsed travel operator should also be entitled to a refund as part of the scheme.
“However, if you didn’t book as part of a package you might not be ATOL protected but you may be able to claim the cost back through your travel insurance or credit card issuer – it will depend on your circumstances. You can visit which.co.uk for more advice on your rights.”
Notes to editors:
For the latest advice, visit: https://www.which.co.uk/consumer-rights/advice/my-travel-company-has-gone-bust-what-can-i-do
If you are currently abroad with return flights booked with Thomas Cook:
If you are travelling at the moment continue as planned. At least 48 hours before you are due to return home, visit the dedicated website at thomascook.caa.co.uk or call the CAA helpline on 0300 303 2800 (UK) or +44 1753 330330 (overseas) to confirm your new flight details.
If you are a Thomas Cook customer holding a ticket for future travel:
All future holidays and flights booked with Thomas Cook are cancelled as of 23 September 2019, so do not travel to any UK airports as flights will not be operating.
Are you ATOL protected? Your rights depend on whether your booking has ATOL protection, or not.
If your flight is ATOL protected, you should be able to make a claim for a refund via the ATOL scheme. The CAA will publish details on how to claim a refund within the next week.
If your flight is not ATOL protected, you are not entitled to make a claim via the ATOL scheme, but you may be able to claim from your travel insurer or your credit card issuer or bank.