Thomas Cook staff: "Thank you for your support and kindness over the years"

Former Thomas Cook staff who worked at the Rochdale and Middleton branches have spoken out to thank their customers over the years following the collapse of the company.

All the Thomas Cook companies, including the airline and tour operator, entered liquidation on Monday (23 September), with all future flights and holidays cancelled.

• www.rochdaleonline.co.uk/news-features/2/news-headlines/130371/holidays-cancelled-as-thomas-cook-enters-liquidation

In a statement, the staff from the Rochdale branch – branch manager Louise Bird, assistant manager Louise Dawes, and sales consultants Joanna Wrighton, Emma Leatham, Claire Williams, Kelly Bentley and Ellie Mcloughlin – said: “We are absolutely devastated by the recent collapse of our company. We are truly in shock this happened, and we carried on fighting to the very end.

“We would like to apologise to our customers that we aren't able to help them personally, as if we could, we would do in a heartbeat. Our systems have been switched off and we no longer have access to the store.

“Please visit the Civil Aviation Authority website for further guidance and to claim your money back. We believe the claims form will be available from Monday 30 September.

“Where do we even begin with the amount of love and thanks we have to give to all our loyal customers, old and new. Some not only classed as our customers, but many we had the privilege of calling our friends. 

“Your endless support over the many years, the laughs, the grumbles and the endless supply of cakes and biscuits, we are forever grateful for.

“We hope that your memories of the fantastic holidays you had will remain in your thoughts as will all the wonderful memories which we have with you all will too.

“Thank you to our friends, family and customers for all your kindness and support through this difficult time when we saw our company falling.”

 

 

In a statement on social media, staff from Middleton said: “The team are absolutely devastated by the recent collapse of our company. We truly did not know that this was going to happen.

“We would like to apologise to all of our customers that have been affected with a cancelled booking. Unfortunately, we do not have any access to the systems or the store. For all affected, please refer to the Civil Aviation Authority and ABTA [the leading association of travel agents and tour operators] for any further guidance and to claim your money back.

“The team would just like to thank every single one of our customers that have walked through our doors, believed in us and supported us over the years. We hope that your memories from distant travels will remain in your thoughts, just as our fond memories which we have with you all will.

“Thank you to all our friends, family and customers for all your support and kindness through this difficult time when we saw our company falling.”

Customers already abroad

If you are currently abroad and your flight was with Thomas Cook, new flights are being provided to return you to the UK. These repatriation flights will only be operating for the next two weeks (until 6 October 2019).

Depending on your location, this will be either on Civil Aviation Authority operated flights or by using existing flights with other airlines. Where possible Thomas Cook is aiming for these to be as close as possible to your original return time and date. 

After 6 October, you will have to make your own travel arrangements. From a small number of locations, passengers will have to book their own return flights.

Customers currently overseas should check thomascook.caa.co.uk for confirmation of their new flight details - which will be available a minimum of 48 hours in advance of their original departure time

Customers yet to travel out of the UK

All future holidays and flights booked with Thomas Cook have been cancelled as of 23 September 2019.

If you are booked on a Thomas Cook Airlines flight, please do not go to your UK airport, as your flight will not be operating. The Civil Aviation Authority’s repatriation programme will not include any outbound flights from the UK.

If you choose to book a new flight with another airline out of the UK, you will not be eligible for a repatriation flight.

Refunds

The Civil Aviation Authority will be launching a service to manage all refunds on Monday 30 September, once the flying operation has progressed. This refund service will seek to process all refunds within two months of receipt of a fully completed claims form.

If your Thomas Cook flights are ATOL protected by Thomas Cook or any company in the Thomas Cook Group, your flights are now cancelled. You should make a claim for a refund via the ATOL scheme.

If your Thomas Cook flights are not ATOL protected, your flights are now cancelled and you are not entitled to make a claim via the ATOL scheme, but you may be able to claim from your travel insurer or your credit card issuer or bank.

If, however, you booked an ATOL-protected holiday with Thomas Cook but your flights are with an airline unrelated to the Thomas Cook Group, your flights may still be available, but your accommodation and transfers may not be. 

You are advised to check with the airline if you are still able to travel. If you wish to travel, you can do so and make a claim to ATOL for the cost of replacing your other travel services. You are not obliged to use your flights and can instead claim a refund under the ATOL scheme.

If you booked a Thomas Cook flight or holiday with another travel company or travel agent, you should contact them directly about your arrangements. 

Employees

Make sure you ask any questions you have of the administrators; someone should have been in contact with you about the process. More information can be found at: 

• thomascook.caa.co.uk/liquidation/

Know your rights: You have rights if your employer is ‘insolvent’ and can make a claim for the money you’re owed. Read more information on your rights by visiting the government guidance here: 

• www.gov.uk/government/news/thomas-cook-information-for-customers-employees-creditors-and-shareholders

If you have not been asked to continue in work, and you haven't been paid your redundancy, use the ‘Claim for redundancy and monies owed’ service on GOV.UK: 

• www.gov.uk/claim-redundancy

For more information about ATOL protection, including checking if your flight is protected, please visit the Civil Aviation Authority:

• www.caa.co.uk/ATOL-protection/