As I am sure you are all aware, Thomas Cook has very sadly ceased trading today and the Civil Aviation Authority (CAA) in the UK has commenced repatriation of all customers affected and currently on a holiday booked through the travel company.
The CAA repatriation programme will commence today (23 September) and will operate for the next two weeks, until 6 October 2019, providing flights home for the UK travellers currently staying in Malta. We are focused on supporting these guests during the rest of their holiday here in Malta and with their journey back to the UK.
Customers affected by the company’s collapse are being advised to check the dedicated website https://thomascook.caa.co.uk/ for advice and information. Customers are advised not to go to the airport until the new flight arrangements have been confirmed. To minimise confusion and disruption the CAA will bring customers home on flights as close as possible to their original times, dates and destination, but some consolidation, disruption and delay will be inevitable.
Hotels and in destination operators that have partnership agreements with Thomas Cook will be covered under the ATOL protection scheme and should consult the CAA directly for details on compensation. For more information visit https://thomascook.caa.co.uk/trade-information/ The CAA has requested that partners do not ask customers to pay again or to leave accommodation, as they will arrange this payment as soon as possible.
We thank you for your support in working with the us to ensure a smooth return for all customers affected at this time.
Malta Tourism Authority
All future Thomas Cook bookings, including flights and holidays, have now been cancelled following the decision to cease trading. This includes the following companies:
Customers currently overseas
Customers currently overseas should not go to the airport unless their flight back to the UK has been confirmed on www.thomascook.caa.co.uk . Once their new flight details have been confirmed, customers should arrive at the airport at least three hours before departure. The process is likely to take longer than normal as they will be required to check-in and will be issued with new boarding passes. Existing boarding passes and online check-in is no longer valid.
Customers will not be able to request to fly back to the UK earlier than the date of their original flight with Thomas Cook. Most customers’ new flights will be at the same time or later than their original booking, so they should continue to enjoy the rest of their holiday.
Customers yet to travel – ATOL protected
Thomas Cook customers who have not yet started their holidays should check whether they have an ATOL certificate for their booking. Customers holding an ATOL certificate issued by Thomas Cook should check www.thomascook.caa.co.uk for more information about how to claim a refund for their flights or holidays. Customers holding an ATOL certificate issued by another travel agent or tour operator should check with whoever they booked their holiday or flights with, for more information about what happens next.
Customers yet to travel – not ATOL protected
Those customers whose Thomas Cook flights are not ATOL protected are not entitled to make a claim via the ATOL scheme but may be able to claim from their travel insurer, credit card issuer or bank.
The CAA’s customer call centre is likely to be experiencing a high volume of calls over the next few days, so please refer to the website for the latest updates. The CAA ask that only those customers originally scheduled to return to the UK within the next 48 hours, those who are having immediate difficulty with accommodation or require special assistance, contact the call centre at this time. Calling from overseas: +44 1753 330 330
Updates will also be available via https://twitter.com/uk_caa
Additional information on the CAA/ATOL protection
The Civil Aviation Authority (CAA) is the UK’s specialist aviation regulator. It ensures the aviation industry meets the highest safety standards; protects consumers by making sure they have choice and value and are treated fairly; drives improvements in airlines and airports’ environmental performance and ensures industry manages security risks effectively.
ATOL is the UK’s holiday financial protection scheme and costs £2.50 per protected customer. It stands for Air Travel Organiser’s Licence and by law every UK-based travel company that sells air holidays has to have an ATOL licence.
People who’ve booked ATOL protected holidays will be protected by the scheme. That means passengers already abroad will be flown home at no extra cost and will be able to claim for certain expenses they incur as a result of this administration. ATOL protected passengers yet to travel will receive a full refund.
More information about the ATOL scheme is available from www.packpeaceofmind.co.uk