News That Matters

Tag: Cook

Thomas Cook customers get apology for refund delay

Thomas Cook customers get apology for refund delay

Business
The body repaying money owed to Thomas Cook customers after the tour firm collapsed has apologised to thousands of customers facing refund delays.Paul Smith, director at the Civil Aviation Authority, said "we are very sorry" and promised the CAA is "working tirelessly" to process payments.Despite £160m having already been refunded, he told the BBC well over 50,000 customers were still owed money.Incomplete claim forms and attempted fraud were adding to delays, he said.Thomas Cook collapsed on 23 September, after failing to obtain rescue funds from its banks. Some 150,000 travellers had to be repatriated back to the UK during a two-week operation run by the CAA.A refund process was opened on 7 October for customers covered by Atol-protected insurance. 'Th
Thomas Cook: ‘They told me the money was safe’

Thomas Cook: ‘They told me the money was safe’

Business
Customers of collapsed tour operator Thomas Cook have been getting in touch with the BBC to voice their frustration at delays in processing their refunds for holidays that never took place.The Civil Aviation Authority (CAA) originally said all valid claims made on the first day of its refund programme would be paid within 60 days, or by Friday 6 December. But now it says only two-thirds will be paid on time.Retired teachers Alan and Diane Holmes from Ripon in north Yorkshire booked a two-week holiday in Egypt, but initially thought their money was safe because the booking was made through another firm, Freedom Holidays. "My wife always wanted to do the Egypt Nile cruise. It's been quite peaceful there these last two years, so we ...
British tour operator Thomas Cook left thousands of customers uninsured

British tour operator Thomas Cook left thousands of customers uninsured

World
Nov. 5 (UPI) -- Britain's government said Tuesday that defunct tour operator Thomas Cook lacked insurance to cover potential claims for serious injury, illness or deaths for thousands of customers. Business Secretary Andrea Leadsom told the House of Commons that customers who experienced "life-changing" illnesses or injuries while on Thomas Cook flights had almost no chance of receiving compensation after the company entered insolvency proceedings on Sept. 23. "Thomas Cook only took out insurance cover for the very largest personal injury claims," she said. "For agreed claims below this figure up to a high aggregate amount, they decided to self-insure through a provision in their accounts." Leadsom told the House of Commons that the government should set up a statutory compensation progr...
Thomas Cook ex-boss defends £500,000 bonus payment

Thomas Cook ex-boss defends £500,000 bonus payment

Business
Media playback is unsupported on your device Thomas Cook's former boss has defended a bonus payment of £500,000 and said he was not the only one to blame for the collapse of the holiday operator. Peter Fankhauser told a cross-party committee of MPs that he worked "tirelessly" for Thomas Cook.While he was sorry for the collapse, he said the reasons were "not one-sided".Committee chair Rachel Reeves, who asked Mr Fankhauser if he would give the bonus back, told Mr Fankhauser his apologies rang "rather hollow".Mr Fankhauser and other members of Thomas Cook's former management were being grilled by MPs over what led to the liquidation of the business which cost thousands of jobs and left many holidaymakers stranded overseas. Staff back at work i
Thomas Cook buyers pledge to save 555 shops and 2,500 jobs

Thomas Cook buyers pledge to save 555 shops and 2,500 jobs

Business
All 555 Thomas Cook shops are to be bought by rival Hays Travel in a move that could save up to 2,500 jobs.The independent travel agent said the move gives it shops in areas where it had little or no presence, including Scotland and Wales.John Hays, who set up the Sunderland-based firm 40 years ago, said he hoped the shops would reopen within days.It had been an emotional day, he said, with many staff crying when they were told their jobs were saved.He said it was difficult to give cast-iron guarantees about every Thomas Cook shop, because there would now be talks with individual landlords. However, "it is certainly our intention to take on all the staff; to welcome them back," he added. The shops will be branded under the Hays n...