Thomas Cook - what you need to know - MSE News

RS2OOO

Claim status now showing as "PAID" for my claim, but nothing has gone into my account.

bobblebob

RS2OOO wrote: »

Claim status now showing as "PAID" for my claim, but nothing has gone into my account.

Takes up to 3 days by all accounts

stephb34

It's pretty annoying when people keep posting saying they've got their money back when you haven't, i'm only posting to give you information on my circumstances in case it helps.
I was only owed my deposit of £650 but i had paid by Thomas Cook gift cards, 3 payments 2 x £300 last one £50. When i filled my original claim they only asked for my last payment, Booking ref and Atol which i gave them. I heard nothing until last Friday when i got an email asking me for more information. I ignored it because people on here kept saying they'd been paid without sending the info.
I've just checked my bank account and lo and behold the money is there, but no email to say it was coming.
So obviously last weeks email only came as a formality because it was deadline day and don't panic too much if you paid by vouchers.

DaveWi

Thanks Caz, I’m aware of this statement since only getting the£52, I’ve also read ATOL’s ATT Payment Policy which makes provision for payment of vouchers but is dated 2012 and makes no mention of EU261vouchers so I believe the CAA are in error by not paying the full sum.

I’m going to try section75 claim first then I’ll go to ATOL and launch an appeal if unsuccessful, I’m just glad I didn’t pay out another £1,000 to go on an alternative holiday at this point..

catherinecovell

bobblebob wrote: »

01268214091

Protect Claims number. Rings for 50 mins roughly but you get through and they can check your status. Told me there behind but i have a specific claims handler assigned to my case

Thanks Bobblebob ! have rung the number you posted and after a 25 minute wait at 9am and I was through to a claims adviser at Protect Claims.

Very helpful. They can log onto your claim and give you direct information. He actually confirmed my claim is there being processed with no extra information needed. Processing from "Pending Approval" stage (as long as they don't have any extra questions) will take 2-3 weeks due to the backlog they are working through so I've another couple of weeks at the most to wait.

Hasn't got my money but put my mind at rest......so use this number rather than the CAA.

richman1

we got our money back yesterday night, in full. Just checked our bank details. Can hardly believe it. There was no email, no call, no response, just the money back.

Macklep78

UPDATE**
Still no money in account 7 days after it was claimed to be sent....

Phoned protect claims, answered inside 15 minutes. Details checked and my bank account number differed by 1 digit, hence no payment. This despite ne sending copy bank statements and account authorisation (which I've checked and has my correct account number on).

So a further 3-5 days for payment to be processed. Fingers crossed this time!!!!

Justa_par1953

Hallelujah theres hope

1 of our 4 claims has just been paid,
They had asked for loads of documents and proof of where the gift cards came from, I'm in the process of retrieving the info due to the gift card being a gift , so I havnt yet sent any proof in, yet i got an email today saying it's been paid,

Still awaiting on the other 3 payments which again were paid via gift cards,
I'm really happy to have at least received one payment, but why put us through all the stress of getting the receipts for the gift vouchers etc n then just pay out without them ?

Just wish there was some transparency and consistency .Anyway alot happier than I was yesterday, 1 down 3 to go .

Anyway just a heads up in case this helps anyone else

waxedowl

Hi all,

Having a bad since I finally received an email about my atol claim and I'm only getting £257 back from a £1607 booking we made.

We were delayed on a flight last year for 4 hours and I put in a claim for the delay which resulted in a £1350 voucher being given.
I used this so has now been confirmed as expired on the reclaim website.

As it listed everywhere that if any part of the holiday was booked using a voucher or gift card then it would take longer to process but would receive the full refund I was expecting this.

Only today when I called the CAA about the claim I've now been told because it was a compensation voucher that I now don't get that back!

So what now? I was still delayed for 4 hours last year so does that reapply?

Any help please!
Was planning on using that to get a car sorted instead of a holiday. Missed that this year and now can't afford one next!

Thanks!

bobblebob

I assume Thomas Cook airlines? If so then my guess is your out of luck seeing as they no longer exist, there is no one to give you the compensation anymore