We’re sorry to hear that Thomas Cook is no longer trading. We want to support our customers.
If you are currently abroad with Thomas Cook: Remain in contact with Thomas Cook or the Civil Aviation Authority who will be putting arrangements in place to have you flown home. Please refer to the CAA https://thomascook.caa.co.uk.
If you've booked a holiday and are ATOL/ABTA protected: You need to contact ATOL/Civil Aviation Authority as they will be able to reimburse you for your holiday - we are unable to raise a chargeback.
If you have no ATOL protection: We may be able to obtain a refund for you known as a chargeback.
To proceed with this please send your booking confirmation to us and include booking details such as travel dates, destinations, amounts paid and services purchased. If you have any general questions should be raised with our Customer Service team in the Starling app.
If you paid on a credit card: You may be covered by Section 75 of the Consumer Credit Act. Claims under Section 75 should be made to the issuing bank of the credit card you used.
If you’ve booked through a third party travel agent: You should contact your travel agent who will be able to organise a refund for you.
Direct Debits: If you are paying for your Thomas Cook holiday by Direct Debit, the Direct Debit Guarantee only covers refunds in the event of an error in the collection of a Direct Debit. It doesn't cover Direct Debits paid to companies in insolvency. Thomas Cook's Direct Debit processor has advised all eligible customers will be refunded proactively by the UK Civil Aviation Authority (CAA), which administers the travel protection scheme ATOL. Customers with Direct Debits due to Thomas Cook are being advised to cancel them.
I have paid for a Thomas Cook holiday with my Starling debit card and I have received a call from someone claiming to be responsible for helping me get my money back. Is it safe to give them my account details and other information?
Please be aware that fraudsters may contact you asking for your bank account details and offering to help you obtain a refund. Don’t give out any information unless you are certain of the identity of the person asking.