Customers Still Waiting For Thomas Cook ATOL Refunds
News 06-Dec-2019
According to Sky News, the Civil Aviation Authority (CAA) says that 33% of customers will not receive their refund within the 60 day window - which is today. I am one of these customers, too. The majority of customers who paid by direct debit were refunded soon after, but those of us who paid using cash or card are having to wait longer.
The CAA said this is due to them needing more information about a certain portion of the claims. I have received such an email (at first I thought it was a scam). Make sure you check your email if you've had an email from them, because you need to reply to it. Also check your junk/spam folders because it's an automated email, it'll likely end up there and you'll miss it. The email looks something like this:
The email is sent from claim@protectclaims.com, which CAA has confirmed to me is legitimate.
While some of the requests in the email is to send the same information again, it is required to move your claim forward.
The CAA's advise throughout has been "if you don't hear from us, your refund is still going through". Although, customers are now wary incase they were sent this email but their email provider assumed it was spam and threw it out.
The CAA assures consumers that all valid ATOL protected payments will be refunded.
I will update when I receive my refund or get any further contact from the CAA.
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