Beware of fraudsters

In high publicity events like the Thomas Cook closure, criminals will often try and pose as a genuine organisation, including financial service providers, police officers, retailers and travel companies, so it pays to be wary of any unexpected calls or requests for personal or financial information. Fraudsters will try and use these types of situations to get private information by pretending to be from the impacted company, such as Thomas Cook, or claim they are dealing with an issue resulting from the collapse. 

Don’t be tricked by fraudsters into giving access to your private details.

Thomas Cook FAQs

  • As you may have seen in recent news, travel group Thomas Cook has confirmed that it will stop trading immediately as of 23 September 2019. This decision will have a direct impact on any customers who booked holiday packages through Thomas Cook, including flights and accommodation. You can read more about Thomas Cook’s announcement here.

    If you’ve booked upcoming travel through Thomas Cook, firstly you should check if your booking is ATOL protected and submit a claim.  

    If you’re not ATOL protected and you've booked upcoming travel through Thomas Cook using your Cashplus Credit Card, you may be entitled to a refund under Section 75 of the Consumer Credit Act. If you’ve booked upcoming travel through Thomas Cook using your Cashplus debit card, you may be entitled to a refund under Purchase Protection. In both cases you’ll need to follow our disputes process.

    To apply for a refund, please download, print and fill out this Transaction Dispute form and email to: [email protected]

  • As a first step, you should check if your booking is ATOL protected and submit a claim.

    If you’re not ATOL protected and you booked your flight using a Cashplus Debit or Credit card, please follow the steps in FAQ below.

    If you’re not ATOL protected and you booked your flight using another card provider, please contact them directly.

  • If you’re currently abroad on a holiday package through Thomas Cook, please see the Thomas Cook’s advice on flights or contact the Civil Aviation Authority (CAA) on +44 1753 330 330.

  • As a first step, you should check if your booking is ATOL protected and submit a claim.

    If you’re not ATOL protected and you booked your flight using a Cashplus Debit or Credit card, please follow the steps in FAQ below.

    If you’re not ATOL protected and you booked your flight using another card provider, please contact them directly.

    If you booked a holiday through Thomas Cook without a flight (coach, ferry etc.) you should check whether your booking is ABTA protected

  • If you used your Cashplus card (credit or debit) to book travel through Thomas Cook, you may be entitled to a refund on your purchase. Please see the next FAQ for how to apply for a refund.

  • To apply for a refund, please download, print and fill out this Transaction Dispute form along with required infromation (see FAQ below) and email to: [email protected]

  • When applying for a refund, you’ll need to provide the following information:

    1. Company booked through
    2. Date of transaction
    3. Amount paid and amount you are claiming
    4. Date (and time if possible) of flight outward and inbound
    5. Where (airport) flying from outward and return inbound journey
    6. Destination

    Next up, you’ll need to provide us proof of your booking, including any receipts, invoices and the amount of refund you’re claiming. We won’t be able to process your refund claim until we have all these details. If your booking was ABTA or ATOL protected, please provide evidence that you have tried to claim through these channels and the claim has been rejected.

  • From 23 September, you have 120 days to submit your refund claim. Please send the completed Transaction Dispute form along with all the required information (listed in FAQ above) to us as soon as possible to make sure your claim can be processed before the deadline.

  • ATOL (Air Travel Organiser’s Licence) provides protection if a travel company with an ATOL certificate ceases trading. The ATOL scheme protects customers who had booked holidays with a firm. It ensures they do not get stranded abroad or lose money.

    The scheme is designed to reassure consumers that their money is safe, and will provide assistance in the event of a travel company failure.

  • If a flight or holiday is ATOL protected, you should have received an ATOL certificate as soon as you made the first payment. Further information can be found by going to the Thomas Cook website.

  • You can make a claim for a refund through ATOL. Instructions on how to get a refund can be found on the Thomas Cook website.

  • If you booked a holiday through Thomas Cook without a flight (coach, ferry etc.) you should check whether your booking is ABTA protected. More information on ABTA is available here

  • Any direct debit payments to Thomas Cook are covered by ATOL. If you have paid by direct debit to Thomas Cook using your Cashplus account, any future direct debits have been cancelled. To submit a refund claim for direct debit payments already made, please contact ATOL directly.

*Terms and Conditions apply, including applicants being resident in the UK & aged 18+ and, if relevant, businesses being based in the UK. For full website terms including information on Cashplus, Mastercard and use of Trademarks, please see our full legal disclosures. Credit facilities are provided by Advanced Payment Solutions Ltd (APS) and are subject to the AFL Cashplus e-money account being in good standing and applicants aged 18+. APS is authorised and regulated by the Financial Conduct Authority for consumer credit activities (Registration No. 671140). ♦Calls to 03 numbers cost no more than a national rate call to a 01 or 02 number and will count towards inclusive minutes in the same way as 01 and 02 calls. Calls may be recorded.