INFORMATION ON THOMAS COOK

Last updated 15 October 10 am

We are pleased to update that we have now helped over 75% of our customers who were due to fly with Thomas Cook find alternative arrangements, or cancel their holiday with a full refund.

As a result of the patience of our customers and our team’s efforts across our group, our call wait times have been reducing significantly over the last week.

We appreciate that there are nevertheless several thousands of our customers still to help, and we are this week contacting our remaining customers due to travel in 2020, so please keep an eye on your e-mails.

Remember, if you do end up cancelling and taking a full refund, you can claim £50 off a new package booking made before the 31st October. For full details on how to claim the £50 off visit our Help Centre.

We’ve continued to receive numerous appreciative comments from our customers about the service received from our team, so thank you, each one is much appreciated.

The Travel Republic Team

Last updated 4 October 5 pm

Two weeks after the news of Thomas Cook’s collapse, we have managed to re-arrange or refund nearly 60% of our many thousands of affected bookings so far.

We have now contacted all customers travelling up to the 31st December with further information, and will be in touch about bookings travelling in 2020 from next week onwards.

Our call wait times have reduced significantly, however during busy periods they can still be higher than normal, we’re sorry! Tip: our busiest periods tend to be beginning and end of day (8am-11am, and after 5pm)

Remember that if you’ve taken a refund on your Thomas Cook booking, you can claim £50 off a new booking made before 31 October. We do have many amazing deals available worldwide, with some fantastic offers currently in Majorca, Thailand, Dubai and Lanzarote, so do take a look!

To find out how to claim your £50 off, as well as reading other FAQ’s relating to the Thomas Cook demise, please see our Help Centre.

Thank you again for all of the kind comments we’re receiving on e-mail, social media and phone calls, it means a lot.

Wishing you a lovely weekend,

The Travel Republic Team

Last updated 1 October 3 pm

Over the weekend and yesterday we continued to help thousands of customers find alternative flights, holidays or obtain a full refund.

We’re continuing to work through a very large number of bookings where customers have asked to cancel and get a full refund. We’re working through the list as quickly as we can and we appreciate your patience.

Over the next two days we’ll be contacting all customers due to travel between November and December, please keep an eye on your inbox.

Thank you to all of our customers for their understanding, patience and kind comments over the past week. 

The Travel Republic Team

Last updated 27 September 6 pm

Thanks for your patience on our phone lines today, and sorry again for any frustrations. We continue to experience long call waiting times as, despite us nearly doubling our staff capacity from across our Group, call volumes remain at unprecedented levels.

We ask that, if your trip departs in 2020, you please bear with us and avoid dialling in if possible, so that we can deal with the most urgent bookings. We will be in touch with you as soon as we can to rearrange flights for you.

During this weekend, our lines are open both Saturday and Sunday for incoming calls from 9am to 5pm, although we do not cut off the last waiting calls – all calls in the queue will still be answered after that time.  We are working around the clock fulfilling new bookings and processing refunds as appropriate.

Please note also that we are continuing to update our FAQ’s section in our Help Centre.

The Travel Republic Team

Last updated 26 September 5.30pm

Thanks again for your patience on our phone lines today. Queues are reducing day by day but we appreciate calls have been taking a very long time to answer in many cases.

We continue to work through all our affected bookings and are now in the process of actively contacting all customers with bookings departing between 22nd and 31st October.

We are pleased to have now updated the FAQ’s section of our Help Centre with various answers to common questions being asked by our customers relating to Thomas Cook. Please check our Help Centre, where you’ll find answers to the following:

Can I just cancel my booking and get a full refund if I want?
How long will it take to get a refund on my Thomas Cook booking?
How can I get a £50 discount of a new holiday?
Why do I keep getting balance due reminders for my holiday?
Can I book new flights myself rather than having to call you to rearrange them?
Why am I waiting so long for you to answer my call?
Thomas Cook collapse: I am currently in resort, where do I find information about getting home?

The Travel Republic Team

Last updated 25 September 6pm

We are conscious that customers are continuing to experience long call queue times, please again accept our apologies for the wait. We are working at double normal staff numbers day and night, and we continue to answer calls as fast as we can.

We have now been in touch with all affected customers who are due to depart up to and including 21st October, to offer assistance with making suitable alternative arrangements.

We expect to contact all affected customers departing up to 31st October, in date order, by 5pm on Thursday (26 September).

As a reminder all customers departing up to and including 31st October are able to simply cancel their booking and receive a refund by emailing [email protected] quoting their Travel Republic booking reference, if that is your preference.

We are pleased to offer any affected customers with cancelled and refunded bookings £50 off a future holiday (hotel + flights) with us, if booked by 31st October. See below for details in the “£50 off an alternative booking” section.

We have now been in contact by email with all customers in resort, providing details for return flights and repatriation arrangements provided by the CAA, for those returning up to 6th October. Details on which flights are running by destination are on the CAA website links below. Click through to the airport code for specific details depending on the original flight:

https://thomascook.caa.co.uk/customers/if-you-are-currently-abroad/

https://thomascook.caa.co.uk/customers/if-you-are-currently-abroad/guidance-by-destination/

We are now looking at flights for our customers in resort due to return from their holiday on or after the 7th October who booked a Thomas Cook flight (as the CAA repatriation only covers until 6th October), and contacting them to arrange flights home.

We know that not everyone has been dealt with as quickly as they (or we) would like, but we’d like to thank all of our customers for your patience during this exceptionally busy time and for all of the lovely comments we’ve received about our team!

We will continue to keep you updated via this blog and our social channels.

The Travel Republic Team

Last updated 24 September 6pm

Here’s an update on our progress so far today: –

We have now been in touch with all affected customers who are due to depart up to and including 14 October to offer assistance with making suitable alternative arrangements.

We expect to be in contact with all affected customers due to depart up to and including 31 October, in date order, during tomorrow and Thursday.

We would like to remind all customers departing up to and including 31 October, if your preference is to simply cancel your booking and receive a refund, then please email [email protected] quoting your Travel Republic booking reference, and we will process the refund.

We remind all our customers that if you have a holiday booked through us using Thomas Cook airlines, be assured we will be in touch with each of you to arrange either suitable alternative flights or holiday, or otherwise we will provide you a refund, as well as £50 towards a future booking with us.

Regarding our update below about customers re-booking your own flights and keeping the accommodation element of your booking with Travel Republic, we have not received definitive guidance from the CAA about Atol protection in such cases. We advise customers to avoid rebooking separate flights if they are able to wait, though be assured that Travel Republic, a dnata and Emirates Group company, will always fulfil our regulatory duties and look after our customers.

We continue to work hard to help our customers late into this evening, so thanks for everyone’s patience and support.

The Travel Republic Team

Last updated 24 September 1pm

Here’s an update from our team, which we hope you find helpful: –

Be assured that our team has been working very late into last night and since very early this morning with doubled normal capacity, dealing with unprecedented call levels. We again thank you for your patience.

We have now been in direct contact with all our customers who are due to depart from today up to and including 6th October and who are currently on holiday, as well as all those with flight-only bookings.

We are now prioritising those customers who are due to travel between 7 October and 31 October, who want us to help them look for suitable alternative options.

We ask that if your departure is later than 31 October, kindly hold off phoning in for the moment, allowing us to first reach all customers departing within the next six weeks.

Also, we are very aware that many customers have been asking for clarity around being able to re-arrange their own flights, but keeping the rest of their holiday booking.

The reason we have asked for customers not to do this is that we do not want to fall into situations where holidays have needed to be cancelled or changed, and we fall out of synchronisation with our customers as this can affect for example transfers and other elements. Furthermore we are awaiting clarity from the CAA as to whether Atol protection remains in place if customers make their own flight arrangements, as they would then have an accommodation-only booking with Travel Republic.

Nevertheless we appreciate there are instances whereby customers are wanting to, or already have, arranged alternative flights, and in such cases we will communicate directly on a case by case basis. If you are urgently needing to ensure the accommodation element of your booking is maintained as you have arranged alternative transportation yourself, then please confirm this at [email protected]

As this is an evolving situation, we will continue to update you on this blog and across our social channels.

The Travel Republic team

Last updated 23 September 7pm

Thank you for you continued patience on what is a difficult day for Thomas Cook staff and all affected holiday makers alike.

We have been working very hard to respond to thousands of incoming calls on an exceptional day within our industry, with significant numbers of contingency staff in place from across our dnata and Emirates Group helping our customers. Nevertheless we appreciate that call waiting times have been longer than normal, for which we again apologise.

We hope the following information will be helpful: –

Firstly, please be assured that if you have a holiday booked through us using Thomas Cook airlines, we will be in touch with each of you to arrange either suitable alternative flights or holiday, or otherwise we will provide you a refund. There is no need to phone us to ensure that this process is completed, we will be in contact with you.

Throughout the day we have had to prioritise those customers departing soonest or who are already in resort, and are working through all affected bookings in departure date order.

If your departure is up to and including Sunday 6th October: Due to short term flight capacity constraints that we have been seeing across the industry today, it is simply not feasible to find suitable alternative holidays for all affected customers. Regrettably we will therefore process a refund automatically for your holiday as soon possible, and cancel the booking – this may take up to 5 working days. There is no need to call us for this to be completed. We are also pleased to provide you £50 off an alternative holiday booking (details below).

If your departure is up to and including Sunday 31st October: As per our earlier update, if you prefer to simply arrange for a refund rather than speak to us to arrange a suitable alternative holiday or flights, please email [email protected] quoting your Travel Republic Booking Reference number. We will then process a refund automatically for your holiday as soon possible, and cancel the booking – this may take up to 5 working days. We are also pleased to provide you £50 off an alternative holiday booking (details below).

If your departure is later than Sunday 31st October: We will be happy to help arrange a suitable alternative holiday or flights for you, please bear with us and we will be in touch. Please be assured nevertheless that you will remain eligible for a refund should you prefer to take that option.

£50 off an alternative booking: If your holiday has been cancelled and refunded (rather than an alternative being arranged), we are pleased to provide you £50 off an alternative holiday booking that you make with us. This applies to a new holiday (hotel + flight) booking made with us before 31st October (for any future departure date). Simply make your new booking online or by phone, then email us at [email protected] quoting a) your original booking reference and b) your new booking reference, and we will arrange £50 to be credited back to you.

The Travel Republic team.

Update from Travel Republic at 1:30pm

We are currently working extremely hard to communicate with all our customers, and appreciate that there have been long hold times for customers calling in today, for which we apologise.

The reality is that, with tens of thousands of our customers affected who are travelling on Thomas Cook airlines, and other airlines’ alternative inventory reaching capacity, arranging alternatives is not a straightforward exercise.

All affected customers due to travel in the next 72 hours, or who are currently in resort, will hear from us today directly.

We will continue to work hard to find suitable alternatives for our customers wherever possible. However, for all affected customers who are departing on or before 31 October 2019, if you prefer to simply arrange for a refund please email [email protected], quoting your Travel Republic Booking Reference number.

The Travel Republic team.

Updated 23 September 10 am

Following the sad news of the collapse of Thomas Cook, Travel Republic has set up emergency procedures to help our customers.

We have tens of thousands of affected customers and are therefore anticipating an extremely high volume of calls so please bear with us whilst we deal with all customers.

We are proactively contacting customers by email in priority order, starting with those travelling today and in the next 7 days, and those who are currently in resort.

A separate phone line has been set up for those customers with bookings on Thomas Cook Airlines, and the number will be communicated by email.

If you are currently in resort

If you are currently on holiday and affected by the cancellations, please first visit https://thomascook.caa.co.uk/ to find details of your updated return CAA flight schedule.

The CAA is arranging replacement flights for all Thomas Cook Airlines customers due to return to the UK on or before 6 October 2019. Therefore holidays should not need to be cut short and customers should not purchase any flights themselves as these will not be refundable.

If you need to stay at your hotel for an extra night, we advise customers to stay in their existing hotel, to contact us and to not pay any additional charges directly to the hotelier.

Customers who have arranged a transfer through us, please phone your transfer provider on the number which can be found on your voucher about changes to the new transfer time.  

The Travel Republic team.