Thomas Cook - what you need to know - MSE News

RS2OOO

I was nervous about sending personal details before fully checking out the legitimacy, which in itself led me on a bit of a trail. But everything checked out.

Agree that having apparently random companies contact people for personal information, especially when such companies are not listed on the CAA website (that I could find) is a bit disconcerting.

Another thing I should point out is that on Protect Claims website it says "We aim to review correspondence within 60 days of receipt". Now to me that reads as 60 days from when I submitted the additional information they've requested (16th Nov), as opposed to 60 days since I submitted the claim with CAA on 7th October.

Alan_Bowen

The CAA has requested additional information from very few people. so long as TC's data matches the claim, it should be resolved in 60 days from the original claim. The problem for a few is that the data is missing completely, which is not the customers fault at all, in which case they clearly need to check the payments, TC appears to have been collecting final balances months in advance of when they should have been so the records do not match, and in a few cases they have found fraud in which case the customers should have no documents at all and the claim is sent to the police!

SL1960

Submitted my claim 10 October and just had an email from Rightpath asking for lots more info - which I would have sent to CAA originally if they'd asked! Auto response now says they'll respond in 60 days - so back to the bottom of the pile apparently. Straightforward bog-standard claim, no amendments, all info provided including documentation. I know they've a lot on their plate but the process seems a bit of a farce - just what have they been doing for the last 6 or 7 weeks, or is it a strategy? Angry doesn't cover it!

bobblebob

I submitted my claim on the 7th at 8.51am (so the system had only been live a few hours max). Still heard nothing and got no refund. CAA claimed they were doing the refunds on a first come first served basis, but this cant be true if people who submitted claims after me are being contacted.

RS2OOO

RS2OOO wrote: »

I was nervous about sending personal details before fully checking out the legitimacy, which in itself led me on a bit of a trail. But everything checked out.

Agree that having apparently random companies contact people for personal information, especially when such companies are not listed on the CAA website (that I could find) is a bit disconcerting.

Another thing I should point out is that on Protect Claims website it says "We aim to review correspondence within 60 days of receipt". Now to me that reads as 60 days from when I submitted the additional information they've requested (16th Nov), as opposed to 60 days since I submitted the claim with CAA on 7th October.

Further to the above post I've now received an email auto-reply from Salesforce.com on behalf of ProtectClaims.com (working on behalf of the CAA) thanking me for providing the requested information and stating I should expect to receive a further response within the next 60 WORKING Days!

And then signed off with....

"We trust this is in order.
Administration Team"

bagand96

This probably won’t be a popular post, but here goes....

I think people will in the end just need to sit it out and it will take however long it takes. It’s a huge task, bigger than anything ATOL has ever had to deal with before. But you will get the money back.

The CAA clearly made a mistake by even giving a 60 day timescale.

bobblebob

bagand96 wrote: »

This probably won’t be a popular post, but here goes....

I think people will in the end just need to sit it out and it will take however long it takes. It’s a huge task, bigger than anything ATOL has ever had to deal with before. But you will get the money back.

The CAA clearly made a mistake by even giving a 60 day timescale.

The CAA messed up by not giving a confirmation email to start with when you submitted your claim.

Alan_Bowen

Nobody has waited more than 60 days so far, my understanding is the intention is to begin to pay at the end of this week, so less than 60 days. For most people, no other documentation is being asked for but unfortunately for a few, TC had no data to match the claim and that is why some are being asked for evidence. The reply is a standard letter which mentions the 60 days, this was a date agreed at the start before they discovered how useless the TC computer systems were, they had three that were not compatible with each other and some shops appear to have lost everything....If your documentation matches the claim there shouldn't be a problem but the funds have to be authorised by the government and as we are all aware, they seem more interested in other issues at the moment!

prm1

Alan_Bowen wrote: »

Nobody has waited more than 60 days so far, my understanding is the intention is to begin to pay at the end of this week, so less than 60 days. For most people, no other documentation is being asked for but unfortunately for a few, TC had no data to match the claim and that is why some are being asked for evidence. The reply is a standard letter which mentions the 60 days, this was a date agreed at the start before they discovered how useless the TC computer systems were, they had three that were not compatible with each other and some shops appear to have lost everything....If your documentation matches the claim there shouldn't be a problem but the funds have to be authorised by the government and as we are all aware, they seem more interested in other issues at the moment!

It appears from post #468 that some have had their refunds already ... I think bobblebob got it right when he wrote:

The CAA messed up by not giving a confirmation email to start with when you submitted your claim.

I'm fairly certain that all will be well for us all (or nearly all) in the end but it really has been badly administered. A Government or Local Government department might well have found themselves being dragged up in front of an ombudsman facing a charge of maladministration.

bobblebob

Alan_Bowen wrote: »

Nobody has waited more than 60 days so far, my understanding is the intention is to begin to pay at the end of this week, so less than 60 days. For most people, no other documentation is being asked for but unfortunately for a few, TC had no data to match the claim and that is why some are being asked for evidence. The reply is a standard letter which mentions the 60 days, this was a date agreed at the start before they discovered how useless the TC computer systems were, they had three that were not compatible with each other and some shops appear to have lost everything....If your documentation matches the claim there shouldn't be a problem but the funds have to be authorised by the government and as we are all aware, they seem more interested in other issues at the moment!

Not saying i dont believe you, but where are you getting that information from? Cant see anything online about payment dates other than the generic "up to 60 days"