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Civil Aviation Authority (CAA) & Thomas Cook refunds

Frequently asked questions

I have been waiting far longer than the 60 days for my money. What do I do?

We want to assure you that the CAA are working hard to process all valid claims as quickly and as thoroughly as possible. We apologise to those Co-operative Travel customers that have not yet seen their claims settled. Insufficient data from Thomas Cook booking systems, including incomplete or inaccurate customer information, along with more complex cases and some fraudulent activity has all contributed to the continuing delays.

If you have not received any correspondence from the CAA since you made your claim please ensure you check your email inbox and spam folders regularly for any correspondence.

It is possible that the claims agency dealing with your case may ask for more information to assist your claim. Please respond to any request for information as soon as you can to help progress your claim.


Call:0300 303 2800

You will need to include your booking reference number so the CAA can locate your claim.

What is my booking reference number and where can I find it?

The booking reference number is the one you were given when you booked your holiday. It usually begins with a 14, 15 or 16 and can be found on the bottom left of your ATOL certificate.

For more questions and answers, please visit the CAA website




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