Thomas Cook - what you need to know - MSE News

Justa_par1953

Surely the booking confirmation confirms a refund is due ?

I know they have said the info supplied by thimas cook was poor, but bearing in mind how many people have been refunded without having to submit any more info, you would take from that that thomas cook do have enough data to go on and are cross referencing booking ref numbers and amounts paid at time of going bust ?

Plus if as they are clai.ing there have been 80,000 fraudulent claims, how would they know they were fraudulent without having enough data to know ?
I honestly do think they have issued alot if these extra requests as a time stalling exercise as they couldny commit to their 60 day promise.

Justa_par1953

Proof of payment is the receipt ?
If I went into asda and bought a jumper in cash, the receipt would be my proof, and the till receipt could be cross referenced against internal data if they thought it had been altered/ fabricated .
That's what I'm saying, how is it fair if a customer has the receipt for the booking and the atol certificate, where does it say on that certificate that cash payment isnt acceptable form of entitlement to protection ?

bobblebob

Alot of people dont have a receipt thats the problem. Once the payment has been deducted from your booking who really keeps them? I wouldn't.

A booking confirmation isnt a receipt of payment

RS2OOO

bobblebob wrote: »

Unfortunately blame the people who are fraudulently trying to claim refunds. They are forcing the CAA for proof of payment. Paying off a holiday is only like paying for any goods. You need proof of payment to get a refund.

I've never been asked for anything more than the receipt against any other refund.

In the case of Protect Claims especially where cash or vouchers were used, the multiple receipts aren't adequate. Even Credit Card statement used to buy the vouchers, alongside the Thomas Cook receipt confirming payment doesn't seem enough for them. Protect Claims appears to want proof that the cash or vouchers were actually used on the booking being claimed against and this is where many people like myself have come unstuck.

(The account I bought the vouchers from has been closed so whilst I can prove paying money into that account, and can prove the TC holiday was paid for in full, I can't prove that it was done so using the vouchers I purchased from that account).

bobblebob

Think its only cash claims over £1000 that you need a receipt

Anyone heard from Protect Claims or got money so far? This weekend it was all meant to happen

Justa_par1953

Each time a payment is made onto the account the system updates it , and reduces it from the balance.
For cash payments I'm guessing only way to pay cash was actually over the counter in branch ,
I've done this in the past and then been given a new set of paperwork from the staff member with the updated balance on,
My point is if the system updates instantly , surely thomas cook know exactly how much has been paid off any given account , or are thomas cook suggesting the data they got off thomas cook was that poor they know the booking was made but have no idea how or how much was paid off any account ? And if that was the case how have they managed to pay 40,000 people so far the correct amount of money with no further documents or receipts required ?

I'm not having a go Bobblebob, just that when your in a position as I am with all the correct paperwork and receipts and updated balance confirmations , and still being passed from pillar to post, it gets very frustrating,

Justa_par1953

RS2000,
Seems to me protectclaims are seeing the cash and voucher bookings as an easy target to make difficult enough that you just end up giving up ,

It all comes back to cross referencing, we know Thomas cook had enough data to refund two thirds of claims with no extra details, so the data must be good enough to establish how much was paid per account ,
Call me cynical but wouldnt it be interesting to know if protectclaims were on a % bonus for every rejected claim ?

I know from alit of people I spoke to while out this weekend, almost all of them think it's a ploy for the CAA to pay out as little as possible,

They are turning out to be just like insurance companies, quick enough to take your cash but a real battle for some people to get it back .

bobblebob

Justa_par1953 wrote: »

Each time a payment is made onto the account the system updates it , and reduces it from the balance.
For cash payments I'm guessing only way to pay cash was actually over the counter in branch ,
I've done this in the past and then been given a new set of paperwork from the staff member with the updated balance on,
My point is if the system updates instantly , surely thomas cook know exactly how much has been paid off any given account , or are thomas cook suggesting the data they got off thomas cook was that poor they know the booking was made but have no idea how or how much was paid off any account ? And if that was the case how have they managed to pay 40,000 people so far the correct amount of money with no further documents or receipts required ?

I'm not having a go Bobblebob, just that when your in a position as I am with all the correct paperwork and receipts and updated balance confirmations , and still being passed from pillar to post, it gets very frustrating,

Oh i know its frustrating, im owed money too. But think of it like this:


Protect Claims know that booking reference "12345" is due back £1000 for example. Joe Bloggs then files a refund request for that amount. How do they know the person requesting the refund is actually the person booking? This is where the fraudulent claims come into it. All it would take it some basic info on your booking for someone to try and claim money back under your booking reference. A former TC employee for example. So this is why they want receipts of payment, something that only the person booking would have access to

Justa_par1953

Bobblebob,
I have all that info , and receipts printed etc,my bank account also matches the name and the address on the booking , if they need even more proof they surely could request a copy of passports or driving licence for e everyone on the booking.

I think that's the problem, people are submitting tons of info to protectclaims and they are still saying need more proof , as an example let's take the story of another forum , theres a newly wed couple whos honeymoon was cancelled when TC went bust , they had paid in thomas cook vouchers which they received as gifts, they have some receipts from guests but not all, they have all their documentauoon, yet Protect Claims wont pay out ?
How are this couple supposed to proceed any further

We agree thomas cook know which reference numbers belong to who, we agree they also know the amount paid into that reference number, surely if it was cash or vouchers which by their very nature cant be proved 100% where they came from, then it those scenarios surely a sensible approach would be to prove identity matches the name on the booking ref by way of proof of address, photo I'd in form of passport or driving licence and utility bill/ bank statement,
Why are we being made to jump through hoops and in the meantime damaging ATOLs credibility when it could be as simple as the scenario above , I dont need this much evidence to apply for a credit card, or car loan,
You can see why some think the CCA are just trying it on .

bobblebob

https://rightpath.secure.force.com/claim/SiteClaimPCPortal

That tracker should now work for Protect Claims claims.