We have now been in contact with every customer affected by the Thomas Cook collapse with advice on how to get home if in resort, efforts to rebook these cancelled flights with alternative operators on future holidays and where necessary, a complete cancellation of the booking if no suitable alternatives can be found. Our phone lines are now up and running as normal and if you would like to get in touch we are now in a position to answer your calls. If you are due to travel with Thomas Cook and haven’t heard from us at all, please contact us as soon as you can for update advice.
Most customers have now managed to book onto new flights for their holiday or where that has not been possible, have chosen to change their holiday to a completely new one, with extra special discount/upgrades offered to help. The few that have had to cancel completely will have their cancellation dealt with by us through their ATOL protection as detailed on their ATOL certificate that was issued at the time of booking. Please bear with us as a refund could take up to 2 months according to the CAA CAA information here
How do holidaymakers in resort get home Any customers currently abroad with Thomas Cook who are booked to return to the UK until 6th October will be brought home “as close as possible” to their booked return date. Customers will be brought home to the UK on special free flights or booked onto another scheduled airline at no extra cost. Details of each flight to be posted on a dedicated website as soon as they are available. Customers have been urged not to cut short their holiday or go to the airport without checking the website for more information about their return journey. The CAA is also contacting hotels accommodating Thomas Cook customers, who have booked as part of a package, to tell them that the cost of their accommodation will be covered by the government, through the Air Travel Trust Fund and Air Travel Organiser’s Licence scheme (ATOL).
Thomas Cook – Our Operation: We were first notified about the collapse Monday 23rd September @0330hrs. By 0430hrs we had updated our website in this new tab informing customers of this news and our procedure. By 0800hrs we had made contact with every customer in resort offering them bespoke advice on how they will be repatriated after enjoying the end of their holiday. We then contacted all customers, one at a time, due to travel in date order moving forward. This was a huge undertaking and as such we had to close our incoming call system so that we could concentrate on prioritising bookings, starting with the customers due to fly on the 23rd. By Thursday we had contacted most of our customers affected and opened our incoming phone lines again for calls. By Friday everyone had personally been notified and offered advice on how best to move forward.
We would like to thank all of our customers for their unbelievable patience while we dealt with this almost impossible situation as best we could for all concerned. Even those that had not been directly affected by Thomas Cook and just needed to speak to us about something, everyone has been amazingly understanding. There is still a long way to go with claims, rebooking or just finalising something like extra legroom seats but we will all get there together. Some of the stories we have heard from customers still determined to go on their holiday have been heart-warming. Where direct flights have not been available they have taken to flying via Prague and Amsterdam among others and turning their break into a twin-centre! Recounts like this have kept us going through this difficult period and our gratitude goes out to every single one of our customers for bearing with us.
Going Luxury Contact Details
Going Luxury is a trading name of 2bookaholiday.com specialising in luxury holidays. We are a member of ABTA (number P601X) and are obliged to maintain a high level of service by ABTA’s Code of Conduct. ABTA members help holidaymakers to get the most from their travel and assist when things don’t go according to plan. Going Luxury is an ‘Accredited Body Member’ of The Broadway Consortium which has been established since 1948! Your money is completely safe with us as we are ABTA & ATOL protected & regulated. ABTA number P601X & ATOL number 3634. Check our reviews, we take great pride in our 4.5 out of 5 average rating from Feefo! We offer ATOL protection and are compliant with the ATOL Flight Plus Scheme & we issue the official certificate at time of booking to confirm this offering our customers complete financial security. Utilising our independent status & huge financial weight, we really can offer impartial advice and find our customers their ideal holiday, we work with hundreds of major suppliers to ensure this.
Please get in touch with us via one of the methods below. Alternatively you can find answers to common questions using our FAQs section.
Tel: 0207 0303 960
Telephone Lines Open Monday to Sunday 09:00 – 23:00
Live Chat Available: 09:00 – 23:00, 7 Days A Week
Going Luxury Limited Registered in England and Wales Company No: 05642720
ABTA Number: P601X
ATOL Number: 3634