Support for customers affected by Thomas Cook Liquidation
Thomas Cook has now ceased trading
If you're currently abroad and need help, or if you think you're affected by this news, please check the following websites for more information
Thomas Cook: https://thomascook.caa.co.uk
Please remember - we'll NEVER ask you for your full card details, online banking logons, passwords, security codes or to approve transactions in your Danske ID app. Be wary of scammers taking advantage of Thomas Cook's difficulties and pretending to be your bank or credit card company with an offer of a refund or assistance. If in doubt about who you are speaking with, end the call immediately and contact your bank or credit card company on the number printed on the back of your debit or credit card.
Any full package holiday or flight only, booked with Thomas Cook which is bonded, i.e ATOL protected (please refer to your documentation), a claim should be raised directly with ATOL. We are not able to request a refund for any package holiday or bonded flight which is ATOL protected.
Direct Debits
We have been assured that no further Direct Debit payments will be debited from customer accounts, and a full refund of payments already made will be issued by ATOL. This covers scenarios where all payments have been made, and those where only a proportion of payments have been made.
As long as your holiday was ATOL protected, you are entitled to receive a refund of all funds paid to date.
Card Refunds
If you are not eligible for a refund through ATOL; you may wish to make a claim for a refund through the Bank. You are entitled to do this under Section 75 of the Consumer Credit Act 1974. Customers should be advised that we need the following information to raise a dispute:
- Date Booked
- Number of people travelling
- Dates of travel from
- Dates of travel to
- Flying from
- Flying to
How to submit a claim
Secure Mail
Customers can send through the above information via eBanking
If you are unable to access the online resources, you are currently abroad and require assistance, or you are affected by job loss as a result of this situation, please call us on 0345 6002 882 (8am – 8pm Monday – Friday and 9am – 5pm Saturday and Sunday).
Please be advised we are currently experiencing a high volume of calls and that we apologise for any inconvenience.
