Thomas Cook helps customers affected by recent developments with XL

On 12 September 2008 XL Leisure Group went into administration. There are currently 80,000 passengers who are holidaying with XL and Thomas Cook is supporting the Civil Aviation Authority to help bring these passengers home.

How Thomas Cook will assist those who are overseas

Thomas Cook is determined to do everything it can to assist passengers on ATOL-protected holidays or flights by aiding their repatriation to the UK. We will also where possible do our utmost to help with the repatriation of those who booked flight-only with XL and were not protected. If available, they will be able to purchase alternative flights with Thomas Cook.

Passengers who are currently overseas are advised in the first instance to visit the CAA website (www.atol.org.uk) or call +44 (0)2891 856547. There are also links from the XL website. You should be able to stay in your hotel or villa and complete your holiday and flights will be arranged for you. Full details are on the CAA website.

Assistance for those who are travelling soon

We are advising customers who booked an XL holiday or flight with Thomas Cook online, on the telephone or through a Thomas Cook shop to take confirmation of their booking to any of our branches nationwide. We will help those who have booked an ATOL protected package or flight with XL and are due to travel soon. We will do this by arranging an alternative holiday and by helping you to claim a refund for your XL holiday or flight.

Background information

All package holiday companies offering air inclusive arrangements must have an Air Travel Organisers Licence or ATOL, which ensures that consumers are repatriated or given a full refund if an airline collapses. This cover is usually not available when customers book separate flights and accommodation. A customer who books a scheduled flight direct with an airline is not given the same financial protection as those booked as part of a package.

In some instances, passengers will be covered by travel insurance but this is not always the case. Credit card companies also offer some protection but they will not help with repatriation for those abroad.

XL Customers who booked with a travel agent

If you booked a holiday with an XL company through any other high street travel agent brand, please go back to see them. We are working closely with all UK travel agents on this issue and will in most cases be able to transfer your lost holiday value onto a Thomas Cook holiday with the minimum of fuss and no penalty.

In all cases, customers should bring all of the original documents and proof of payments made to the travel agent. This will help speed things up.

For customers who have booked a Thomas Cook package holiday that includes flight on XL Airways

We are currently rebooking our customers onto flights with other airlines. Customers who booked their holiday through a travel agent will be advised of the new travel plans by their travel agent. Customers who booked direct with Thomas Cook, either online or over the telephone, will be advised by Thomas Cook.

Trust Thomas Cook in a crisis

As the world’s original travel agent, you can trust Thomas Cook to help you in a crisis. Our unique heritage and size means that we are the trusted choice when it comes to your holiday. We are an ATOL bonded tour operator, which means that, when you book though us, your holiday and flight are protected from potential disasters such as the XL administration or the tropical hurricanes that have hit Cuba this year. We are supporting the Civil Aviation Authority to help bring these 80,000 XL customers back home and our dedicated team of customer service staff and holiday advisors are on hand to answer any questions you have regarding this crisis.

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