Thomas Cook - what you need to know - MSE News

SL1960

bobblebob wrote: »

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"

I don't think for one moment that the Government are responsible for any delays, nor that the CAA are waiting for their approval to make refunds.



As far as Thomas Cook data being a bit of a mess, that may be the case but I've booked with them for years and all my holiday details were always available after logging in with my holiday reference number - payment records, electronic receipts, dates, you name it. That data didn't disappear overnight for hundreds of thousands of customers - and any semi competent IT support person can access data without user passwords. The CAA have just got it wrong - delaying the first date for applying for refunds to supposedly introduce a simplified process that didn't support what they really needed, farming out the process to third parties without telling customers, some people getting acknowledgements others not - and if you don't have social media where has been the communication to customers - there hasn't been any.



This may be the biggest claims process they've had to run but it wasn't unexpected within the industry and its not like they don't know what they need. Waiting for over half the supposed 60 days to be asked for additional information doesn't inspire confidence.


As a slight aside, the CAA have extended until next year the date by which Travel Agents have to hand over the money they took for Thomas Cook holidays but never paid over. That's a VERY long time to have held on to money they have no right too have. I guess that will go to the Receivers, but it seems there's one rule for their industry and another for the poor s 0 d s that actually allow their industry to exist.

RS2OOO

Agree with post above, I've also used TC for years and could access payment details for previous holidays via my online account.

Further to that, if it's true they are only requesting additional information from people where that information isn't available to them, then why after they ceased trading did I continue to get notifications from the TC app confirming my tickets and requesting me to complete online check-in for the flights. I also got a notification at the end of the holiday giving me the time to be at hotel reception for the transfer coach back to the airport!

Nothing worse than that to remind you of the holiday you're not on!

It's obviously all preprogrammed from the original booking but proves that all my data is on a live system somewhere so I don't buy in to the idea that they needed evidence of my booking.

Browntoa

My refunds just arrived , ATOL claim on the 7th October not a direct debit refund.

So looks like it has begun

Alan_Bowen

I did suggest earlier in the week that the refunds would start by the end of the week and they have. The people asked for extra evidence are probably some of those who paid far more than they should have done, for example for holidays departing in 2020, only deposits should have been paid but it has become clear that TC 'encouraged ' customers to pay a lot more, often by promising a discount or a money card with 100Euros if they would pay in full at, or shortly after, booking. This means the claims are substantially higher than the amount expected and the CAA are asking for proof before authorising payment. You will be get paid but possibly not within the original 60 days.

Browntoa

They payment was handled by a 3rd party claims company the CAA seemed to have employed to help cope with the workload. I assume the CAA are paying them a commission or per job fee

bobblebob

Browntoa wrote: »

My refunds just arrived , ATOL claim on the 7th October not a direct debit refund.

So looks like it has begun

Did you get emailed to say your refund will be with you in x number of days? Seems some got notified before the money hit their account

Browntoa

I got the money a couple of days ago , email turned up at 4.50 pm today.

It said "may take 48 Hours to hit your Bank"

bobblebob

CAA confirmed that if you send in further evidence as asked for in an email, it DOESNT reset the 60 days.

bobblebob

https://rightpath.secure.force.com/claim/SiteClaimRPCPortal?sparkID=Claim_Portal&sfdcIFrameOrigin=null

If your reference number gets in a Z, RightPath are dealing with it and you can check the status of it here

SL1960

This has to be one of the most inefficient processes ever. Just had another form to complete requesting my banking details - these were provided on the original CAA ATOL form! No wonder it's taking so long if they're asking 10's if not 100's of thousands of people for info they already have. Only consolation is it hopefully means they're eventually going to give me MY money back. The not so good news is that my other claim has 'been referred to the CAA for guidance' - despite being for a lesser amount, paid in full in one go by credit card, and they have all the info they need. You can't help wondering what the strategy is here - let's face it, the CAA aren't doing us any favours, they're fulfilling their obligations.