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Info for customers as Thomas Cook ceases trading

23 September 2019

We understand that customers who have a booking with Thomas Cook will have some concerns following the recent news that the company has ceased trading.

Helpful information for customers affected

You can find the most up to date information regarding holidays & flights on:

https://thomascook.caa.co.uk/

https://www.caa.co.uk/atol-protection/

We’re here to help

We will always do our best to support our customers. If you have booked a packaged holiday through Thomas Cook this will be covered under the ATOL scheme and you should go directly to its website to start your claim.

If you have purchased flights only through Thomas cook and have travel insurance, you will need to contact your travel insurance provider.

If you have an Everyday Extra, Privilege, Privilege Premier, or smilemore account you may be able to claim for Scheduled Airline Failure as part of your travel insurance policy. To make a claim call +44(0)344 249 9981 Lines are open 8am to 8pm, Mon to Fri and 9am to 6pm, Sat and Sun.

If you have ‘flights only’ with Thomas cook but do not have travel insurance and you purchased the flights on either your Co-operative Bank or smile Debit or Credit card, you’ll need to contact our customer services team on +44(0)3457 212 212 Lines open 8am to 8pm, 7 days a week. Call us from the UK and abroad. Please see our UK Call charges.

Please ensure you have all of your travel documentation to hand as we will need this to process your request. 

Due to the increased call volumes in our contact centres it may take us a little longer to answer your call than normal, we apologise for any inconvenience.

Fraud awareness

Customers should always remain vigilant to phone calls or emails requesting their personal or security information and remember we will never contact you to ask you to confirm your full security details or move money into a ‘safe account’.

Contact us

If you'd like more help & information, you can:

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