/CAA urges patience as Thomas Cook refund site struggles to cope with demand

CAA urges patience as Thomas Cook refund site struggles to cope with demand


Published on Monday, October 7, 2019

The Civil Aviation Authority says ‘unprecedented demand’ has resulted in the website set up to deal with refunds for Thomas Cook customers struggling to cope.

Customers trying to submit their claim forms have received error messages as the site, thomascook.caa.co.uk/refunds, is inundated by claimants.

The error message says: “An unhandled fault occurred while processing this flow. Please contact your administrator.”

The CAA tweeted the system is working but suffering ‘a few glitches’.

It urged people to be patient and said customers receiving an error message needed to try again later.

Customers are being reminded to only use the official CAA website for refunds.

Which? consumer rights expert Adam French said: “It is understandably frustrating for some Thomas Cook customers that they are now facing problems trying to submit their refunds because of high volumes of online traffic. 

“It is vital that customers persevere and do not turn to alternative websites, as we’ve seen scammers seeking to take advantage of this situation by setting up convincing fake refund websites to fleece customers.”

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