90 days from today is Wed, 06 March 2024

Norfolk Police Federation

Member Update regarding Thomas Cook

26 September 2019

Following the announcement of the collapse of Thomas Cook today we wanted to offer advice to any members affected by the news.

The vast majority of travel policies including our own within the Group Insurance scheme, do NOT cover financial failure for the main reason that the protection is provided under ATOL, the CAA and by booking through Credit Cards usually provides sufficient protection to ensure members get their money back.

If you are currently abroad, the Government is arranging for return flight as close as possible to your scheduled return dates/times. Information should be made available locally in-resort

Package Holidays booked with Thomas Cook are protected through ATOL, and you should receive a full refund or another booking. Claims may take up to two months to process.

If you booked flight only, the best course of action is to approach your Credit Card provider for a refund. They hold reserves for this eventuality and are reported to hold £50m in reserves for Thomas Cook.

If you are due to travel in the next few days, the current advice is NOT to travel to the airport. You should however to check with your provider or airport to see if this advice is up to date.

Travel Insurance will generally NOT provide cover for Financial Failure due to the industry protections already in place.

The CAA website for dealing with Thomas Cook claims is:



More info can be found on the below links:



Further communication received from our Group Insurance providers, see below; 

Thomas Cook Insolvency

On 23/9/19 Thomas Cook has confirmed that all the UK companies in its group have ceased trading, including Thomas Cook Airlines.

The Government and the Civil Aviation Authority are now working together to support passengers due to fly back to the UK with Thomas Cook between 23 September 2019 and 6 October 2019. Depending on a customer’s location, this will be either on CAA-operated flights or by using existing flights with other airlines.

Ageas position:

Where customers are either scheduled to go on holiday with Thomas Cook or are already abroad, they should check the advice at thomascook.caa.co.uk/. The Civil Aviation Authority also has a 24-hour helpline: 0300 303 2800 from the UK and Ireland and +44 1753 330330 from overseas.

Package holiday and flight only customers may be protected by ATOL and should make a claim through this CAA managed scheme.

Customers who have booked other travel with Thomas Cook should in the first instance talk to their travel agent or tour operator.

The George Burrows Police and Fire Service travel insurance policies include a general exclusion for claims resulting from an airline not being able to carry out any part of their obligation to the customer.

Policyholders abroad

For policy holders who are currently abroad whose trip has been extended due to delays in returning to the UK the policy will extend for up to 30 days, to ensure cover for medical expenses and other claims remains in place.