Thomas Cook commits to issuing refunds within 14 days during the pandemic

Thomas Cook has said that it feels confident it can issue refunds to holidaymakers within 14 days, should their holidays be cancelled due to the coronavirus pandemic.

New owner Fosun Tourism Group, which owns the rights to the name and brand, re-launched Thomas Cook as an online travel agent earlier this month.

The brand is currently selling holidays to destinations such as Italy and Turkey where – at the time of writing – the Foreign Office does not advise against travel.

If the advice does change to a destination and a customer’s holiday is cancelled, Thomas Cook says that it will try and find alternatives for the holidaymaker. Should these not work, they will offer a full refund within 14 days.

The business will continue to use the original ‘Sunny Heart’ logo

Alan French, CEO for Thomas Cook said: “Following our launch, and the successful delivery of our policy on only selling holidays to destinations that are on the government’s travel corridor list, we have been able to test the speed of our contact centre team to change and cancel holidays where government advice has changed.

“In light of that, we are now confident that we will be able to provide cash refunds to customers within 14 days of their holiday being cancelled.

“We know that customers want to go on holiday not to have to get a refund and so if the government advice changes for a destination, we will contact customers at least two weeks before their departure to help them find an alternative date or location.

“If we are unable to find something that suits the customer we will organise a full refund for them within 14 days.”

The brand relaunched earlier this month as an online travel agent

This follows on from an existing promise from the brand that if customers book a holiday and the government advice changes before they travel, they will be able to amend their booking free of charge.

They’re not the only brand looking to reassure holidaymakers.

Jet2holidays recently launched a new travel insurance policy which includes cover for holidaymakers if the Foreign Office changes travel advice to their destination.

During the pandemic, travel restrictions are constantly being reviewed and are subject to change quickly if a country sees a rise in the number of coronavirus cases.

If you’ve got a holiday booked and the FCDO changes its advice, it will affect your trip – we’ve got a wider guide explaining what happens when the government travel advice changes, including your rights to getting your money back.


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