Thomas Cook’s Refund Website Struggles to Catch Up with Demand

07 October 2019 2:13pm
Caribbean News Digital English Newsroom
Thomas Cook’s Refund Website Struggles to Catch Up with Demand

The refund website for Thomas Cook customers who had booked holidays with the firm is struggling to cope with demand on its first day of operation.

Customers told the BBC they had tried to submit the claim form several times, but kept receiving error messages.

The Civil Aviation Authority, which is handling the refund process, tweeted "unprecedented demand" had caused the issue and urged users to try later.

In total, the aviation regulator has to refund some 360,000 customers. It will take 60 days for people to get their money back, the CAA said. Due to the unprecedented demand to our website, some users are having difficulty submitting their claims.

Several people told the BBC they had completed the form, but when they tried to submit it they received a message telling them "an unhandled fault occurred while processing this flow. Please contact your administrator".

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The CAA said the system was working, but there were "a few glitches" and urged people to be patient. It said it had already received 11,500 completed forms. The CAA said people would have to wait up to 60 days for a refund, but those who paid by direct debit would get their money back by 14 October.

Anyone who bought a package holiday with Thomas Cook will be covered by the Air Travel Organizer’s License scheme (Atol). Customers would have received an Atol certificate when they booked. This means the cost of any holiday booked with the collapsed firm will be refunded.

The CAA launched the refund website as the final flight bringing holidaymakers back by emergency repatriation was due to land.

The few remaining passengers who did not return on a CAA-organized flight will have to make their own plans, although those covered by the Atol scheme will be refunded.

Source: BBC News

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