One-third of Thomas Cook customers still waiting to be refunded

11th December 2019 

The world’s oldest tour operator collapsed earlier this year after it failed to secure emergency funding from banks, leaving roughly 150,000 British holidaymakers stranded abroad.

One-third of Thomas Cook customers, translating into tens of thousands of people, are still waiting to be refunded for booked holidays which had to be abandoned after the collapse of the world’s oldest tour operator.

Passengers are still to be refunded after the UK Civil Aviation Authority (CAA) failed to meet its self-imposed 60-day repayment deadline.

Thomas Cook collapsed earlier in the year, leaving roughly 150,000 thousand British holidaymakers stranded abroad.

The CAA said it had not met its own deadline for about one-third of claimants. The regulator has, till now, refunded about 60 per cent of valid claims it received when launching the online refund process, totalling some £160m (€190m).

The regulator has blamed delays to the UK travel industry’s largest repayment programme on the complexity of the booking data it received from Thomas Cook Group, as well as problems to incomplete claims forms and a sizeable number of fraudulent claims.

The tour operator collapsed in the early hours of 23rd September, forcing the British Government to launch Operation Matterhorn, the UK’s largest peacetime repatriation, a two-week programme which reportedly cost £100m (€118m).

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