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Refund delayed for tens of thousands of Thomas Cook customers

Friday, December 6, 2019

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The process for the promised refunds within 60-day deadline by Thomas Cook for its customers has been delayed. The customers of Thomas Cook are reacting furiously to the failure of the Civil Aviation Authority (CAA). According to the authority the process has been ‘paused’ for tens of thousands of people who paid months before the holidays which did not take place.

 

 

On 23, September the giant travel firm went bust and triggered an airlift of more than 140,000 holidaymakers who were aboard at the time.

 

With the operator more than 650,000 travellers had forward bookings and were told to wait two weeks before applying for refunds under the Atol scheme administered by the CAA.

 

The customers were told that they aimed to pay refunds within 60 days of receiving a valid completed claim form.

 

 

On the first possible day the CAA revealed that 67,000 people applied as the deadline ended and that represented about 150,000 holidaymakers.  So far one-third of them did  not receive their refund money.

 

The disappointed travellers were asked for supporting documents in the past few days.

 

 

On October 7, Lisanne Barrell had  applied for a refund for a Thomas Cook package holiday but a day before the CAA’s deadline she was suddenly emailed with a request for more information.

 

She went on saying that why it took 59 days to work out that they need a credit card statement that was originally requested.

 

On October 7 they had this available and could have easily submitted on the official website at the same time. She has to wait for another 60 days to see any sign of her money coming.

 

The refunds process to two companies has been contracted by CAA , CEGA and Rightpath Solutions which trades as Protect Claims.

 

 

The authority went on saying that while they  would like to process refunds as soon as possible, they were   unable to make some payments without verifying all aspects of a submitted claim.Therefore the 60-day claims period is paused while they await the required information

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