/CAA gives update on Thomas Cook refunds

CAA gives update on Thomas Cook refunds


Published on Monday, December 16, 2019

More than 75% of claims by Thomas Cook customers have now been received and settled, according to an update from the Civil Aviation Authority.

The ATOL financial protection scheme, managed by the UK CAA on behalf of the Air Travel Trust, has now made payments of over £200 million to cover more than 250,000 claims in total.

Richard Moriarty, chief executive of the UK Civil Aviation Authority, said: “We thank consumers for their ongoing patience as we undertake the UK’s largest and most complex travel claims operation.

“We understand that those consumers that have not been paid yet have had to wait longer than we had hoped and we are doing all we can to process these claims as soon as possible. Unfortunately, our operation has had to include extra checks and processes owing to the quality of the information we received from Thomas Cook’s systems and the potential threats of scams and fraud.

“We will continue to make as many payments as possible each day and contact consumers that need to provide us with further information in order to validate their claims.”

The claims process opened on October 7 2019 and remains open until September 22 2020.

The CAA is urging Thomas Cook customers that have not yet submitted a claim to do so as soon as possible.

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