Thomas Cook - what you need to know - MSE News

Justa_par1953

Protect claims seems to be the agency that keeps cropping up here as the main offender for demanding more documentation,
Seeing as the ref numbers were issued as soon as the claims were submitted , is there a specific reason some got allocated to protect claims and why do they seem the only one demanding more info?

Makes you wonder if they try n make difficult in the hope you give up , I'm reading of lits of rejections n struggles here and it seems so unfair ,
Ide love to know how the allocation worked cause I've ended up with this incompetent lot, totally unacceptable to ask for extra documentation after 55 days of waiting .

Never mind the CEO of Thomas cook being a fool, this company isnt much better, it's like being kicked while your down.

bobblebob

I think there a few reasons some are getting asked for more info

1 - The data TC provided is missing or poor in places

2 - People are asking for hundreds or thousands of pounds back, they want to make sure these claims are genuine

3 - This links to point 2, there are lots of fraudulent claims out there, so this is an extra layer of protection to make sure claims are genuine

Why its taken 50 odd days for people to start getting asked for more info, who knows

RS2OOO

I've now been asked for additional information 3 times from Protect Claims. Admittedly though my claim is for £7420 which is probably higher than the average claim amount so there could be some validity in the requirements for rigorous proof, although I don't understand why I'm being asked for the same information over and over.

Each time I'm sending them 9 attachments.....

• Original TC booking confirmation / receipt for lump sum holiday payment.
• Booking confirmation / receipt after adding "Sitting together" a week after original booking.
• TC Email receipt confirming extra payment made for sitting together.
• CC statement showing payment amount for sitting together.
• CC statement showing payment to my employers E-Gift Card / voucher scheme.
• Confirmation email receipt from employer showing E-Gift Cards were purchased.
• Booking confirmation showiing Atol charge was paid for each passenger.
• The Atol Certificate showing each listed passenger.
• Completed and Signed "BADF" form Protect Claims asked me to fill in confirming bank details etc.

And still, they keep sending emails asking for the same information, yet there's no other remaining paperwork left to give, except for the actual flight/package tickets which they've not asked for. (Received the tickets and travel documents 5 days before TC went under and the holiday was to start from 9th October).

Initially I thought the claims had been allocated geographically, i.e Protect Claims covering South of England etc.

marshybeans

Where is everyone following the tracking of their claim?

I have looked at protectclaims website and the atol one and can't find it?

RS2OOO

Posted by Bobblebob on page 26 of this thread.

marshybeans

Thank you!

bobblebob

RS2000 it sounds like your sending alot of attachments per email. Their own websites say emails greater than 2MB may not be received. Is it possible that your email is bigger than 2MB? Are you getting confirmation each time you send them proof?

Justa_par1953

The Caa claimed the thomas cook information provided was very poor,
I'm starting to wonder if execs of thomas cook sabotaged their systems before going under to avoid anything that shouldn't cropping up

How can the ceo n other top brass just walk away Scot free ? Surely they should be able to be hauled back and help the CAA ?

In the past before TC went bust whenever I've queried anything on my booking whether in store or via telephone , just giving my ref number has brought the full booking and all the details within up, easy as that.
So I'm starting to wonder if there's been some sort if sabotage gone on ?

If it's the administrators withholding the full info then surely new legislation need to be brought in to cover anything like this happening again ?

Mleeds

Hi I'm wondering if anyone could give me some advice, I booked a holiday with thomas cook paid in cash was atol protected have made my claim, i lost my phone and cant access my email anymore as it's an icloud and cant get past the 2 step verification as i dont remember the phone number i used years ago to set up my icloud, so I've been calling the number on the thomas cook page for months telling them my problem they've been saying they've updated the system with my new details and someone will call me back within 48 hours but no has ever called me back and it's been months and multiple phone calls so eventually they gave me a number for protect claims so I've rang them today and they are saying they want proof of payment so I explained to them it should all be on the system as I have been calling and getting it updated all the time they said nothing has been changed and no one has tried to update it, so I told them my booking reference they got my details up and also says I've paid , but here's the problem there saying they cant pay me the money back unless I show them where the money has come from i explained too them that the money is savings from over the year and hasn't come from banks as it's been presents and gifts from friends and family to our kids and to the other family who was coming with me so they basically said if I dont get proof of it coming from a bank I cant get it back? It's like they dont want to give the money back and its alot of money

bradders1983

Holy paragraphs, Batman!