The unfortunate collapse of travel firm Thomas Cook is a news story many of us never thought we’d hear. Post Office wishes to extend its sympathies to all who are affected by this situation.
In circumstances such as these, we aim to give you any information that you may need.
The Civil Aviation Authority (CAA) has set up a special website where they will post information relating to flights. You will be able to find details for what to do if you are already abroad, or if you have a flight booked but you have not yet travelled.
As of 23 September 2019 all future Thomas Cook flights have been cancelled and customers are being advised not to travel to the airport. Flights due to return to the UK between 23 September and 6 October 2019 will be assisted by the CAA repatriation plan. The CAA's repatriation plan does not include any outbound flights from the UK. If you are due to return to the UK after 6 October you will need to arrange these travel arrangements yourself.
Thomas Cook was ATOL protected. As they held an Air Travel Organiser's Licence you should have an ATOL certificate within your documentation. However, not every flight may have this protection so please check before seeking compensation.
Full currency refund on cancelled holidays for Post Office customers
Following the unfortunate collapse of Thomas Cook, Post Office Travel Money has renewed its pledge, first made during the ash cloud flight disruptions resulting from 2010’s Eyjafjallajökul volcanic eruptions in Iceland, that none of its customers who have purchased holiday cash from Post Office will be out of pocket because of travel cancellations.
The UK’s leading provider of foreign currency, accounting for one-in-four of all currency transactions, is offering refunds at the original price paid on currency purchased for holidays subsequently cancelled because of Thomas Cook’s unfortunate collapse. This is part of a wider refund scheme in which the Post Office offers a full refund on currency purchases in the case of a significant event – such as strikes or political unrest – leading to the cancellation of a holiday – including flight-only bookings.
Nick Boden, Head of Post Office Travel Money, said: “We want our customers to be clear that they can rely on the Post Office when they purchase foreign currency from us. We do not want to add to the financial pain suffered by disappointed holidaymakers whose plans are impacted by circumstances beyond their control so we are offering full refunds on money spent purchasing currency from Post Office Travel Money.”
To qualify for a refund, Post Office customers will need to submit both their currency purchase and sell receipts and evidence their holiday was cancelled.
Check your Travel Insurance
If you are unable to regain your costs from the CAA, your travel agent or any other source, you may be able to claim on your travel insurance policy. Provided that your travel insurance policy contains protection for Scheduled Airline Failure or End Supplier Failure you can submit a claim. Check your policy certificate and policy wording to ensure you have the relevant cover or contact your insurer for further information.
If your Travel Insurance was purchased from Post Office please read through the information below.
If your policy number starts with TC
For Premier and Premier Plus customers you will be able to submit a claim under Section P - End Supplier Failure. Please note that there is no cover under this section for Super Economy, Economy or Standard polices. Please call +44 (0)345 266 1872 or Email: Insolvencyemail@example.com. Website: www.ipplondon.co.uk/claims.asp
If your policy number starts with TE
For Prime and Elite policy holders you will be able to submit a claim under the 'Financial Failure' section of the policy. There is no cover under this section for Lite policy holders. To make a claim, please call +44 (0)345 266 1872 or Email: Insolvencyfirstname.lastname@example.org. Website: www.ipplondon.co.uk/claims.asp
If your policy number starts with TT
For Classic, Superior and Superior Plus customers you will be able to make a claim under sections A2 and B1 of your policy. To make a claim please call 0203 8293819 or download a claim form online.