Your browser isn't supported
It looks like you're using an old web browser. To get the most out of the site and to ensure guides display correctly, we suggest upgrading your browser now. Download the latest:

Welcome to the MSE Forums

We're home to a fantastic community of MoneySavers but anyone can post. Please exercise caution & report spam, illegal, offensive or libellous posts/messages: click "report" or email forumteam@. Skimlinks & other affiliated links are turned on

Search
  • FIRST POST
    • MSE Callum
    • By MSE Callum 20th Sep 19, 9:45 AM
    • 622Posts
    • 197Thanks
    MSE Callum
    42 WOW
    Thomas Cook - what you need to know - MSE News
    • #1
    • 20th Sep 19, 9:45 AM
    42 WOW
    Thomas Cook - what you need to know - MSE News 20th Sep 19 at 9:45 AM
    Holiday firm Thomas Cook has confirmed that it is seeking £200 million in extra funding as it attempts to prevent a collapse...
    Read the full story:
    'Thomas Cook worries? Here's what you need to know'

    Click reply below to discuss. If you haven’t already, join the forum to reply.
    Last edited by MSE Nick R; 03-10-2019 at 4:29 PM.
    Read the latest MSE News
    Flag up a news story: news@moneysavingexpert.com
    Get the Free MoneySavingExpert Money Tips E-mail
Page 20
    • kathyh2707
    • By kathyh2707 10th Oct 19, 2:18 PM
    • 1 Posts
    • 1 Thanks
    kathyh2707
    Hi - I had my direct debit payments refunded yesterday. Received an email from the CAA in the afternoon advising I would get my refund by the end of October and then about 5 mins later the refund hit my bank account! We were due to travel on the Tuesday (the day after they went bust) so am not sure if that helps work out any order they're dealing with the refunds.
    • bradders1983
    • By bradders1983 10th Oct 19, 2:25 PM
    • 929 Posts
    • 652 Thanks
    bradders1983
    They have said on Twitter the order is "random".
    • Maureen43
    • By Maureen43 10th Oct 19, 6:30 PM
    • 496 Posts
    • 635 Thanks
    Maureen43
    Hi

    I have a paper gift voucher (rather than a gift card) for Thomas Cook.

    Have I basically lost the cash value? (£250)

    Thanks
    • N4t4lie
    • By N4t4lie 10th Oct 19, 6:54 PM
    • 197 Posts
    • 105 Thanks
    N4t4lie
    Hi

    I have a paper gift voucher (rather than a gift card) for Thomas Cook.

    Have I basically lost the cash value? (£250)

    Thanks
    Originally posted by Maureen43
    Do you know if it was paid for on a credit or debit card? If so you can use Section 75 if it was on a credit card and purchased direct form Thomas cook or chargeback if it was on a debit card.

    If not, you can apply to the administrators, but you are unlikely to recoup much and it could take a while, but might be worth a try.

    Hope that helps a bit.
    • Jamesy123
    • By Jamesy123 11th Oct 19, 9:54 AM
    • 4 Posts
    • 0 Thanks
    Jamesy123
    P&O Letter
    This is my first post, please be gentle
    I have received an e-mail and letter from P&O asking me to complete as online form so they have the most up to date information on their systems, and to do this by 20th October. Is this genuine? It does have the correct Booking reference stated too. Am I being unduly paranoid about this?
    • bradders1983
    • By bradders1983 11th Oct 19, 10:01 AM
    • 929 Posts
    • 652 Thanks
    bradders1983
    I would say yes you are. P&O stated they were contacting all customers in sail order to ensure they have the correct details so they could update them about bookings made via TC.
    • Jamesy123
    • By Jamesy123 11th Oct 19, 10:18 AM
    • 4 Posts
    • 0 Thanks
    Jamesy123
    Thanks for your reply. I was concerned because they were asking questions like Total cost of the cruise, Total of amount paid to Thomas Cook, Booking reference, Account number etc, wouldn't they already know this?
    • bradders1983
    • By bradders1983 11th Oct 19, 10:22 AM
    • 929 Posts
    • 652 Thanks
    bradders1983
    You would assume so. You could always ring them, of course, and put your mind at rest.
    • Jamesy123
    • By Jamesy123 11th Oct 19, 10:27 AM
    • 4 Posts
    • 0 Thanks
    Jamesy123
    Thanks again. I just rang the number and there was a recorded message, stating that cumtomers should be receiving letters of emails with a link to update details, so I guess it must be genuine.
    • bradders1983
    • By bradders1983 11th Oct 19, 10:40 AM
    • 929 Posts
    • 652 Thanks
    bradders1983
    Its probably a case that TC havent passed all the details on, because everything was a mess towards the end.
    • Jamesy123
    • By Jamesy123 11th Oct 19, 10:56 AM
    • 4 Posts
    • 0 Thanks
    Jamesy123
    Ok, thanks for your advice.
    • bioboybill
    • By bioboybill 11th Oct 19, 6:33 PM
    • 3,116 Posts
    • 1,631 Thanks
    bioboybill
    I'm just getting the runaround. My insurance through Nationwide told me to contact International Passenger Protection who supposedly work on behalf of Nationwide. They said you have to go through credit card first. Finally received my paperwork from Sainsbury's Credit Card today after 18 days wait. They say I need written confirmation from Opodo that they won't refund me and written confirmation that insurance won't pay before they will even consider my claim. So both avenues for refund are basically backheeling it to each other and I'm left nowhere!
    • dalo
    • By dalo 11th Oct 19, 7:12 PM
    • 198 Posts
    • 40 Thanks
    dalo
    Look like it’s Monday for my direct debit then, otherwise I’ll be joining the claims queue.
    • N4t4lie
    • By N4t4lie 11th Oct 19, 8:19 PM
    • 197 Posts
    • 105 Thanks
    N4t4lie
    I'm just getting the runaround. My insurance through Nationwide told me to contact International Passenger Protection who supposedly work on behalf of Nationwide. They said you have to go through credit card first. Finally received my paperwork from Sainsbury's Credit Card today after 18 days wait. They say I need written confirmation from Opodo that they won't refund me and written confirmation that insurance won't pay before they will even consider my claim. So both avenues for refund are basically backheeling it to each other and I'm left nowhere!
    Originally posted by bioboybill
    Hang in there, and keep plodding through, the system is designed to make you give up, don't.

    Get the letter from Opodo and Nationwide Insurance and submit to the card company (even if the letter from Nationwide says go to your card company first).

    If the card company come back saying no, then go back with that letter to the insurance. If they refund be aware that Opodo can contest the chargeback.

    Yes this will take time and patience, but keep going you still have options no matter how frustrating it may seem right now.
    Last edited by N4t4lie; 11-10-2019 at 8:22 PM.
    • bioboybill
    • By bioboybill 11th Oct 19, 9:20 PM
    • 3,116 Posts
    • 1,631 Thanks
    bioboybill
    Hang in there, and keep plodding through, the system is designed to make you give up, don't.

    Get the letter from Opodo and Nationwide Insurance and submit to the card company (even if the letter from Nationwide says go to your card company first).

    If the card company come back saying no, then go back with that letter to the insurance. If they refund be aware that Opodo can contest the chargeback.

    Yes this will take time and patience, but keep going you still have options no matter how frustrating it may seem right now.
    Originally posted by N4t4lie
    Thanks. The problem is that I can't get a letter from the insurance, as they won't even consider the matter without me going to the credit card first, and the credit card won't process the claim. It's the classic catch 22.
    • N4t4lie
    • By N4t4lie 11th Oct 19, 9:43 PM
    • 197 Posts
    • 105 Thanks
    N4t4lie
    Thanks. The problem is that I can't get a letter from the insurance, as they won't even consider the matter without me going to the credit card first, and the credit card won't process the claim. It's the classic catch 22.
    Originally posted by bioboybill
    Get a letter from the credit card and send it to Nationwide?

    That really is unimpressive behaviour from an insurance company, they should know you can't Section 75 it as you paid an intermediary and that a 'normal' insolvency chargeback can't be done because Opodo are still trading. Yes you can claim using chargeback because you have not received the goods (in this case flight) as promised. If you have the correct cover I would expect them to pay in this case though.

    Raise it as a complaint with Nationwide. As always, if you get into the complaints procedure you usually get someone who knows the process better and if they don't solve it to your satisfaction you can go to the Financial Ombudsman for an adjudication.
    Last edited by N4t4lie; 11-10-2019 at 10:08 PM.
    • mattyprice4004
    • By mattyprice4004 12th Oct 19, 4:32 AM
    • 4,263 Posts
    • 3,944 Thanks
    mattyprice4004
    Nationwide will give you the letter if you push them.
    • Nicgren
    • By Nicgren 12th Oct 19, 7:56 AM
    • 2 Posts
    • 1 Thanks
    Nicgren
    Look like itís Monday for my direct debit then, otherwise Iíll be joining the claims queue.
    Originally posted by dalo

    Same here 😭
    • Laurenjasmine0611
    • By Laurenjasmine0611 12th Oct 19, 2:42 PM
    • 1 Posts
    • 0 Thanks
    Laurenjasmine0611
    Can anyone help me with some advice I booked Thomas cook flight only on sky scanner- and therefore it booked though an agency (travel up). Despite me checking in may when I became worried about the booking and travel up telling me in writing that all there flights were atol protected. I called them when the news came out about TC to be told they are not atol protected. They have now also told me that I canít do a charge back claim (paid on my credit card) as them sending me the e ticket counts as me receiving My goods despite the flights (due on 1/10/19 for £1100) not taking place. They are saying they gave my money to Thomas cook already so I canít claim. Is this true as Iím surely then all sending me a Email does not count as me receiving the goods they were selling as I didnít enter into an agreement to buy an email it was to purchase a flight that they were selling and I never received said flight. Iím pretty sure aswell that they have kept the commission that they would have earned to sell my flight so how can they say I canít claim under section 75. If anyone has any advice it would be much appreciated as Iím just stuck in a loop hole if no atol protection (despite them telling me I did) and coz itís an agent no ability so Claim a refund
    • N4t4lie
    • By N4t4lie 12th Oct 19, 3:33 PM
    • 197 Posts
    • 105 Thanks
    N4t4lie
    Can anyone help me with some advice I booked Thomas cook flight only on sky scanner- and therefore it booked though an agency (travel up). Despite me checking in may when I became worried about the booking and travel up telling me in writing that all there flights were atol protected. I called them when the news came out about TC to be told they are not atol protected. They have now also told me that I can’t do a charge back claim (paid on my credit card) as them sending me the e ticket counts as me receiving My goods despite the flights (due on 1/10/19 for £1100) not taking place. They are saying they gave my money to Thomas cook already so I can’t claim. Is this true as I’m surely then all sending me a Email does not count as me receiving the goods they were selling as I didn’t enter into an agreement to buy an email it was to purchase a flight that they were selling and I never received said flight. I’m pretty sure aswell that they have kept the commission that they would have earned to sell my flight so how can they say I can’t claim under section 75. If anyone has any advice it would be much appreciated as I’m just stuck in a loop hole if no atol protection (despite them telling me I did) and coz it’s an agent no ability so Claim a refund
    Originally posted by Laurenjasmine0611
    There are others on here in the same situation with different agents and suffering the same problem. Maybe DM and see how they are getting on.

    Did they provide an ATOL certificate when you booked? If not then I am afraid they were lying about you having cover.

    You need to raise it with your bank and have it processed as a chargeback (I would agree with you a piece of paper is not supplying the goods in this case), but be prepared for the agent to contest it. If the bank sides with them you can then take your case to the Financial Ombudsman for an adjudication. Section 75 cannot be used as you did not purchase the flight directly with Thomas Cook.

    If you need to familiarise yourself with the process there is a very good piece on the main website. If the bank won't raise a chargeback, raise it as a complaint, these have to be dealt with by a separate process and provide a written answer in a set timescale and you will need this to take the case to the Ombudsman in case they do not side with you.

    The only other option would be to apply to the administrator, but in most cases you are unlikely to receive anywhere near a full refund.

    You'll find people will try to fob you off to get you to go away, it can be hard but keep trying and be patient.

    Hope that helps a bit and let the forum know how you get on it may help others now and in the future.
Welcome to our new Forum!

Our aim is to save you money quickly and easily. We hope you like it!

Forum Team Contact us

Live Stats

2,078Posts Today

6,973Users online

Martin's Twitter