We're here to help Thomas Cook customers
We are very sorry that Thomas Cook went into liquidation two weeks ago. Here's what you need to know if your travel plans have been affected
Our advice for travellers affected by the closure of Thomas Cook
If you had a booking with us for a holiday extra - for example an airport car park, airport hotel or airport lounge - that has been affected by Thomas Cook stopping trading, here's what you need to know.
If you are a Holiday Extras insurance customer with question about the implications for your policy, click here
If you have a travel insurance policy from White Horse through our Essential Travel website, click here
For customers with airport parking, hotels, lounges or other holiday extras
If you are still overseas on a Thomas Cook holiday
Last updated: Friday 11th October 2019
The final Thomas Cook repatriation flight touched down on the morning of Monday 7th October, so no-one should still be overseas on a Thomas Cook holiday. If you are, please contact the Civil Aviation authority or the local British Embassy.
If you booked directly with Thomas Cook
If you booked and paid with Thomas Cook - for example in one of their high street travel agents or on the Thomas Cook website - please follow the advice below.
Because Thomas Cook has gone into liquidation you will not be able to use the original booking you made with them. If you are still planning to travel and still want to use your holiday extras, you'll therefore need to book and pay again, and then follow the claims process on the CAA website (see the ATOL claims section of that page).
Whether you are planning to travel at the same date and time as before, or if the timings of your trip has changed, please contact us and we'll be happy to help. For the best ways to contact us see below.
If you are no longer able to travel, you don't need to let us know. Then follow the claims process on the CAA website (see the ATOL claims section of that page).
If you booked and paid with Holiday Extras or one of our partners
If you booked and paid directly with Holiday Extras or one of our partners - for example on one of our own websites such as Holidayextras.com, or you made a booking with one of our partners such as Easyjet, Travel Supermarket etc - please follow our advice below.
If you're still travelling as planned on your original travel date - great news, there's nothing you need to do. Your booking has already been paid for and you can go ahead and use it as planned.
If you're still travelling but your travel times, dates or airport have changed, please log onto our Manage my Booking system. This lets you change travel dates, times, car park and departure location. If you have any problems changing your booking please contact us on:
If you're no longer travelling, subject to the terms and conditions of your booking, you can cancel your booking at any time and receive a refund in our Manage my Booking system. This is the simplest and easiest way to cancel your booking. If you booked a product that is non-flexible and you are not able to claim a refund, you can still cancel your booking and receive a cancellation invoice which might help you make a claim with your insurer.
If you booked and paid with a travel agent other than Thomas Cook
If you booked and paid with a travel agent other than Thomas Cook - such as TUI, Althams etc - please contact your travel agent. We've already been in touch with them, and they'll be able to help you with your holiday extras.
How to make a claim for the money you paid to Thomas Cook
Thomas Cook has stopped trading so is being overseen by its liquidiators.
To make a claim for any money you paid to Thomas Cook, please follow the claims process on the CAA website (see the ATOL claims section of that page).
For customers with travel insurance
If you are a Holiday Extras insurance customer with questions about the implications for your policy
Holiday Extras travel insurance policies are underwritten by our partner TiF. Their advice on the Thomas Cook situation can be found at this page.
If you have a travel insurance policy from White Horse through our Essential Travel website
Most Holiday Extras travel insurance policies are underwritten by TiF. For TiF policies, please see the section above.
1. Thomas Cook is in liquidation, are customers policies still valid?
Although White Horse Insurance Ireland ("White Horse") is a wholly owned subsidiary of Thomas Cook plc, as an insurance company it is required by the FCA to maintain its own solvency capital requirement (SCR) and minimum capital requirement (MCR) in order to continue trading.
This money is protected from any other creditors in the event of Thomas Cook going into liquidation.
In the event that a customer is on holiday and White Horse goes into liquidation, their policy will still be valid.
2. What happens if a client wishes to make a claim on their travel policy and White Horse goes into liquidation?
As noted above, the SCR and MCR requirements mean that White Horse are likely to have sufficient funds to pay out in the event of a claim.
In the unlikely event that White Horse does not have sufficient funds to pay, customers may still be able to claim under the Financial Services Compensation Scheme (FSCS).
If you have a travel insurance policy from us with Allianz
Most Holiday Extras travel insurance policies are underwritten by TiF. For TiF policies, please see two sections above.
The first priority will be to ensure any Thomas Cook customers who are either currently abroad or were expecting to travel in the near future, have clear and confident guidelines as to what steps they need to take next.
Allianz Assistance confirms that financial failure of a Tour Operator is not something typically covered by travel insurance policies as UK firms are, in the main, financially protected by an Association of British Travel Agents (ABTA) or Air Travel Organiser's Licence (ATOL) financial bond. People who used a credit card to purchase their holiday will have additional consumer protection and should contact their credit card provider.
Customers of Thomas Cook or one of its Group companies should visit the ABTA website for advice, including if they are currently away on a Thomas Cook package holiday or staying in accommodation booked with Thomas Cook, or have yet to travel.
Customers of Allianz Assistance UK who have bought travel insurance to accompany a Thomas Cook holiday are being offered a free travel insurance transfer or full travel insurance refund. Any Thomas Cook customer who has bought one of our single trip travel insurance policies and wishes to travel on another date for the same duration and to the same country can transfer the insurance policy to another date without charge.
If any of our customers have bought a single trip policy and wish to transfer the trip for a different duration or country, then we will be happy to discuss any additional premium that may be required to do so. Those customers who have bought a single trip policy and cannot transfer the trip dates, we will be happy to refund the travel insurance premium in full.
Regardless of who you bought travel insurance from, if you have questions about what is covered under your travel insurance policy contact your insurance provider as a matter of priority."