Message for Thomas Cook customers and employees

Thomas Cook has confirmed that all the UK companies in its group have ceased trading, including Thomas Cook Airlines. As a result, all holidays and flights provided by these companies have been cancelled and are no longer operating. All Thomas Cook's retail shops have also closed.

Financial difficulty

If you’re having financial difficulties as a result of the Thomas Cook closure, or worried you might in the future, we’re here to help – just speak to a Partner in branch or call us in telephone banking.

Already abroad or have a future booking?

Please visit https://thomascook.caa.co.uk/customers/ for the latest information on what to do next.

How else can TSB help?

If you paid by Direct Debit

Unfortunately, Direct Debit payments made up to and including 23 September, when Thomas Cook ceased trading, are not covered by the Direct Debit Guarantee. Please follow the steps below on how best to claim your payment back.

Claiming your money back

To apply for a refund, please follow these steps in the order provided:

  1. Customers who paid for package holidays will be refunded under ATOL – more information is available on https://thomascook.caa.co.uk/customers/if-you-have-a-future-booking-and-have-not-traveled-yet/ 

  2. If you did not purchase a package holiday but did book through a Travel Agent you may be covered under ABTA. Please contact your agent for more info.

  3. If you did not purchase a package holiday or book through a travel agent and paid with your credit card you may be eligible to make a claim under the chargeback scheme or Section 75 of the Consumer Credit Act:

    a. The easiest way to register your dispute is to complete our online form. Alternatively you can email us at Creditdisputes@tsb.co.uk or write to us at TSB, Disputes Team, Ariel House, 2138 Coventry Road, Sheldon, Birmingham, B26 3JW

    b. Please include a copy of the booking confirmation, date of flights, date and amount of transaction and proof the booking is not ATOL protected.

    c. You can also talk to the credit card disputes team on 0345 835 3846 or +44 203 284 1581 if abroad (open 7am to 11pm, seven days a week)

  4. If you did not purchase a package holiday or book through a travel agent and paid with your debit card you may be eligible to make a claim under the chargeback scheme – please submit your claim as soon as you’re able to:

    a. The easiest way to register your dispute is to complete our online form. Alternatively you can email us at Debitdisputes@tsb.co.uk or write to us at TSB, Disputes Team, Ariel House, 2138 Coventry Road, Sheldon, Birmingham, B26 3JW

    b. Please include a copy of the booking confirmation, date of flights, date and amount of transaction and proof the booking is not ATOL protected.

    c. You can also talk to the debit card disputes team on 0345 835 7926 (open 9am to 5pm, Monday to Friday) 

  5. If you have travel insurance, please contact your travel insurance provider to raise a claim

If you have TSB Travel Insurance

If you have travel insurance through your TSB Added Value current account, or have purchased a single trip pick and protect travel insurance, you may be eligible to submit a claim:

  1. Important: before you begin an insurance claim, you first need to check whether you’re eligible for a refund through ATOL, ABTA or your debit or credit card provider. Please see the steps above for more information.

  2. If you wish to register a claim, or you are unable to recover all of your losses through the steps above, you should contact our travel insurance claims team for further information

  3. To speak to our travel insurance claims team, provided by Aviva Insurance limited, please call us on:

  • Platinum added value account – 0345 835 3833 or +44 203 284 1583 (if abroad)

  • Premier added value account – 0345 975 8000 or +44 203 284 1580 (if abroad)

  • Gold added value account – 0345 835 3834 or +44 203 284 1584 (if abroad)

  • Silver added value account – 0345 835 3835 or +44 203 284 1585 (if abroad)

  • Pick and Protect single trip travel insurance – 0345 307 8556 or +44 1603 208 246 

Fraud awareness reminder

We’re aware of fraudsters taking advantage of the Thomas Cook situation, trying to trick people into revealing sensitive personal or financial information.

Please remain vigilant and wary of unexpected phone calls, texts or emails and visit our Fraud Prevention Centre for more information on what can you do to prevent fraud.

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