Thomas Cook - what you need to know - MSE News

gordyfu

Got an email from ProtectClaim to say that one of my files was not in the correct format (obviously the Excel one!)

"IMPORTANT: We acknowledge receipt of your recent email, however, we must bring to your attention that you have submitted attachments that are not in the required format. Please note that we can accept .pdf, .jpg/jpeg, .gif and .png attachments and would ask that you reformat and resubmit any attachments not in this format."

just helping others not make the mistake I did which could delay refund

westiedog

I have just had an email from Protect Claims. I apologise in advance if this has been posted elsewhere. I have two claims ongoing re Thomas Cook/CAA - Protect Claims have only sent mail for one of the claims. I have the claim reference number but is there any way of getting into the claim number to establish which claim this is?

Hope this makes sense. Me and my partner were supposed to travel to Cyprus in september and I had also booked seperately for my brother to go with his girlfriend for his 50th.

Can anyone help please?

RS2OOO

Received another email from ProtectClaims requesting the same information they requested on 16th November which I have already provided and to which I received a read receipt and a reply confirming the documents I sent had been added to my claim file.

This is getting really worrying now. Appreciate a lot of people are in the same boat, but this particular holiday was £7400 which is by far the most I've ever spent on a holiday (I paid for 6 people, 2 of which were going to pay me back Monthly, but haven't started to because they didn't get the holiday and fully expect i'll be refunded).

The status on my rightpath claim file states they are awaiting further information from me.

bioboybill

TAD63 wrote: »

I have received a response from my bank regarding my complaint . They refused to initiate a chargeback as I did not pay Thomas Cook direct for flights but through GoTo Gate on skyscanner. Under charge back scheme you can claim for goods or services not received and I complained that I did not receive the goods. They have not upheld my complaint as they say Gotogate were an intermediary and simply providing a service, which they did provide . I will now need to go to the Ombudsman. It beggars belief that you can pay a company a few thousand pound for flights and when these aren't received you have no claim against them whatsover. Whereas if the money had been paid direct to Thomas Cook I would be covered. It appears there is no responsibility whatsoever on GotoGate. I am not quite sure how to present this to the Ombudsman in a way that may question this anomaly.

A friend of mine used GotoGate and Tesco credit card refunded them in 2 weeks. I used Opodo on the same flights and Sainsbury's Credit card. Getting the run around. There is no consistency!

bobblebob

Anyone get an automated response confirming their email to protectclaims was received? I didnt

westiedog

Managed to locate one of my claims on the rightpath website. Both of my claims were submitted on 9th October.

Claim one - Protect claims are awaiting further info from me. Proof of bank statement where debit card came from/proof of cash withdrawal for cash over £1000. Copy of original invoice from TC. Flight declaration form. Refund details form.

Claim two - rightpath response

Claim Status: AWAITING REVIEW*

Correspondence (from the customer or a third party) has been received on 09 October 2019 and the Claim is waiting to be looked at by an assessor.

We aim to look at all post within 60 days. The Claim has been open for 37 full working days :mad:and so we hope to provide a response within the next 23 working days.*:mad:

Do you wish to add a comment to your claim for the assesor to review?

Add Comment
No
Yes

* Your claim status & description is provided for indicative purposes only. It does not represent confirmation of liability.

Looks like no money anytime soon :mad:. Thought I would know by Wednesday coming as it was 60 days.

RS2OOO

bobblebob wrote: »

Anyone get an automated response confirming their email to protectclaims was received? I didnt

Yes I did.
Received a read receipt about 3 minutes after sending the response, this was on a Saturday night!

Then on Monday morning received the following auto reply:

noreply@salesforce.com on behalf of; claim@protectclaims.com
AUTO REPLY: Requested Information for Thomas Cook Claim Reference: ZZZZZZZZ

Dear Sir /Madam,

We acknowledge receipt of your recent email. Please note this will be attached to your claim and you should expect to receive a response within the next 60 working days.
We trust this is in order.

Kind regards
Administration Team
Tel: 020 8667 2460 / + 44 (0) 20 8667 2460
Email: claim@protectclaims.com
Website: https://www.protectclaims.com
Address: Protect Claims, PO Box 6430, Basildon, SS14 0QT, UK
"protection delivered simply"

westiedog

So by my calculations with Christmas and New Years break I am probably not going to hear anything until mid January :eek:

TAD63

That is interesting. This is the first example I have come across of someone being refunded when they have paid a 3rd party.
Are you able to provide more details at all? I don't mean personal details, just basic details of how the flights were booked and the response from Tesco ? Ie, why they decided a refund was warranted when other companies are refusing refunds .
I booked by debit card not credit card but that should not make any difference. I have been told I would not be entitled to a refund even if I had paid by credit card , it is the fact I paid a 3rd party not what card I used that is the problem.

TAD63

The above post is in response to bioboybill, I am unable to quote for some reason