Thomas Cook - what you need to know - MSE News

Justa_par1953

Refund farce, protectclaims.com now requesting more info

I had a Thomas Cook package holiday booked for March 2020.
I had booked and paid in full for it direct with Thomas Cook In May of this year using a Thomas Cook gift card, I have all the documentation and ATOL certificate in my name.

After they went bust this holiday is now cancelled.
I applied for a refund on the first day the claims website opened back at the beginning of October,
I never head anything until the middle of November when I received an email from a company called protect claims asking for proof of booking/copy of Atol certificate etc,
After a quick search online to check they were genuine,(which they are ) I came across lots of other posts all saying they had also received emails from the same company asking for further info.

I sent them the details as requested , ie full booking confirmation and my atol certificate, I explained there was no bank statement as the holiday was paid for in full with a Thomas Cook gift card that was clearly indicated as such on my booking paperwork/confirmation,

They have again contacted me today to now ask for proof of purchase of the gift card to prove financial loss, ?
This whole process is frustrating, why cant this government approved claims handler just confirm all the details with the Thomas Cook insolvency administrator who surely has access to Thomas Cooks internal booking records? Call me cynical but it seems to me that these appointed claims companies are either trying to delay payments as they cant complete within the 60 days as initially promised, or because they hope some people will just give up trying to claim a refund if they put enough obstacles in the way?

This is turning into a farce, I am waiting for a refund to book another holiday, why is this turning out to be harder than it should, ATOL is there to either refund or provide an alternative holiday, When Thomas cook went bust, the CCA confirmed holidays paid for with gift vouchers were covered, so why are they making it so difficult,

bobblebob

So assuming that we don't get paid by the 60 day deadline on Friday, which is unlikely when they have only just asked for proof of booking for me and many others (for those that claimed on the 7th Oct), what are your plans?


1 - Leave it and wait abit longer?
2 - Ring the CAA to see whats happening?
3 - Ring the 3rd party company dealing with your request (if known)?

westiedog

It is 60 working days.

bobblebob

Not according to the CAA its not. They have tweeted multiple times it includes weekends

Got an autoreply to my documents i sent off. Told i should hear something in 28 days

westiedog

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:


This is the response I have from Rightpath website part of CAA received on 30th November - I submitted my claim on 09th October.

bobblebob

Yea there seems to be some confusion between the CAA and the 3rd parties. But the CAA are in charge here and as mentioned they have said 60 days inc weekends

bobblebob

Your Claim

!

Claim Status: AWAITING REVIEW*

Correspondence (from the customer or a third party) has been received on 02 December 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 0 full working days and so we hope to provide a response within the next 60 working days.*

My documents have been added to my claim and seems the clock has reset. Anyone else get that when there claim was updated with the additional info that was askes for?

bradders1983

Well there is a moral to all this (obviously cant apply in every case): just pay the lowest amount you can get away with at time of booking and then pay the full balance on the final day it is due.

Why give it to TC months in advance when you can save it yourself and earn a bit of interest on it as well?

westiedog

bobblebob wrote: »

My documents have been added to my claim and seems the clock has reset. Anyone else get that when there claim was updated with the additional info that was askes for?

Receipt/invoice from Thomas Cook.
Copy of bank statement/cc statement etc proving payment.
Proof of where cash has come from if over £1000.
Account details where you want funds to be paid into.
Declaration stating you would not go on any future flight (if with another carrier)eg package booked with TC but flight with Easyjet for example.

bobblebob

I never get why anyone would pay in full until they have to. Better the money being in your account earning abit of interest than theres