Thomas Cook - what you need to know - MSE News

alivingstone

Wife bought me a surprise trip to Iceland for next year.
Flights & Hotel "package" purchased through Thomas Cook with thier booking reference.

But on closer inspection this morning the booking confirmation document from Thomas Cook has a line on it that says: YOUR BOOKING Supplier: Travelscape (under Expedia Inc. ATOL) ATOL Number: 5788
The ATOL cert attached to the booking says
"Who is protecting your trip? Expedia Inc, ATOL no. 5788 "
and
"If Expedia Inc stops trading, you must follow the instructions at www.atol.org.uk"

Package purchased through Thomas Cook but ATOL cert implies it is through Expedia.
I'm obviously not going to get any travel docs from Thomas Cook prior to the trip!

Where do I stand!
Who do I go to?

bradders1983

alivingstone wrote: »

Wife bought me a surprise trip to Iceland for next year.
Flights & Hotel "package" purchased through Thomas Cook with thier booking reference.

But on closer inspection this morning the booking confirmation document from Thomas Cook has a line on it that says: YOUR BOOKING Supplier: Travelscape (under Expedia Inc. ATOL) ATOL Number: 5788
The ATOL cert attached to the booking says
"Who is protecting your trip? Expedia Inc, ATOL no. 5788 "
and
"If Expedia Inc stops trading, you must follow the instructions at www.atol.org.uk"

Package purchased through Thomas Cook but ATOL cert implies it is through Expedia.
I'm obviously not going to get any travel docs from Thomas Cook prior to the trip!

Where do I stand!
Who do I go to?

Who are the flights with? Check the email confirmation you originally got. I have the same issue but the flights are Ryanair so those will be fine.

alivingstone

bradders1983 wrote: »

Who are the flights with? Check the email confirmation you originally got. I have the same issue but the flights are Ryanair so those will be fine.

Flights with EasyJet next January but the TC booking confirmation does not have an EasyJet booking reference - I was going to call in to TC this week to get the EasyJet reference so I could add hold luggage!

Trying to contact EasyJet, Hotel and Travelscape / Expedia now to see what they know.
Wife is also contacting her Credit Card company but I guess they will be last resort after all else is exhausted.

bradders1983

Flights will be fine - if you check your card statement from when you booked it, you will probably find it was taken in two lumps - one by the airline, and the other by "Thomascook.com". Expedia were useless on the phone, put me through to TC who arent there anymore, so try your luck on Twitter like I am doing now. I suspect the hotel is fine though but I want to make sure.

The email confirmation I just had resent via Expedias automated phone line says that the hotel and flight are both "CONFIRMED"

My experience of using TC is that you wont get the Easyjet reference until 2 weeks before the flight, no idea how that bit will work now.

alivingstone

bradders1983 wrote: »

Flights will be fine - if you check your card statement from when you booked it, you will probably find it was taken in two lumps - one by the airline, and the other by "Thomascook.com". Expedia were useless on the phone, put me through to TC who arent there anymore, so try your luck on Twitter like I am doing now. I suspect the hotel is fine though but I want to make sure.

The email confirmation I just had resent via Expedias automated phone line says that the hotel and flight are both "CONFIRMED"

My experience of using TC is that you wont get the Easyjet reference until 2 weeks before the flight, no idea how that bit will work now.

Yip - wife has confirmed there are two deductions on her card - one to EasyJet and one to TC on the day she booked.
I've emailed both EasyJet and Expedia with copies of the booking ref - I'm sure they are inundated with similar requests today so I'm not expecting a quick response...

bradders1983

alivingstone wrote: »

Yip - wife has confirmed there are two deductions on her card - one to EasyJet and one to TC on the day she booked.
I've emailed both EasyJet and Expedia with copies of the booking ref - I'm sure they are inundated with similar requests today so I'm not expecting a quick response...

No need to bother asking the airlines, they have their money as they took it themselves, although you will need to ask Easyjet for the flight ref I suppose.

You may be quicker emailing the hotel and asking if the reservation is valid as far as they are concerned, will come down to whether they have been paid in full for it or not, which I suspect they will have.

tricky_13

we had flights booked for april 2020 on HSBC credit card. have filled for refund with HSBC but also want to file for consequential costs under section 75 but HSBC say they have to apply for the initial flight only refund via chargebacks first. if its unsuccessful then it turns into a section 75 appeal where i can apply for the consequential/additional costs of replacement flights (currently another £2k!!!). presume im right in thinking theres no way they will get a chargeback from thomas cook?

coszcatl

I was due to go to Madeira this Friday as a package with Thomas Cook but alas I cannot find the actual ATOL certificate in any of the documentation they sent me and clearly I can't request them to send it because they no longer exist. In one email it says the ATOL will be included with the travel document (which I have) but it is not there. In the travel document it clearly states the ATOL protection is included. Does anyone know if I will get my money back?
Thanks

ic

Had two dream trips booked for next year with flight only TC bookings - one to get married in NYC, and another to celebrate my 40th with a roadtrip from LAS to SFO. Thankfully both bought (as always!) on CC, so covered and have already started the dispute processes with the CC companies.

The wedding is all planned and sorted, so having spent the weekend shopping around I bought some flights I'd placed on hold with American last night at 2.20 am as soon as I heard the news was confirmed. They've cost £250 more than we'd paid TC (and involve connections instead of direct).

I've just checked the same flights again, and the same tickets are now £650 more again than I've paid!

Very interested to see the comments above consequential loss - we've ultimately booked the cheapest alternative flights available to replace the flights lost, at the same class and service level.

Will go back to the drawing board on the 40th trip, it was all based around the flights that TC were running from Manchester, and we hadn't yet booked anything else for that trip.

cwaite

I booked a flight only on Lastminute.com, Thomas Cook was due to be the carrier, can't get past Lastminute.com's automated phone system, have tweeted them, tried emailing them at customerservice@bravofly.com but that just bounced back, on their website they have simply copied and pasted the information on Thomas Cook's website.


Just trying to find out as I have paid Lastminute.com for the flights, so I guess my contract is with Lastminute.com rather than Thomas Cook, is it Lastminute.com's responsibility to find another flight for us or refund us?