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Advice for our customers who have bookings with Thomas Cook

We recommend that customers who have bookings with Thomas Cook visit the following website for advice https://thomascook.caa.co.uk

People who have booked a package holiday with Thomas Cook should be covered by ABTA, ATOL or their credit card provider. Customers should contact these organisations in the first instance. Those customers who booked using a debit card should contact the issuing bank to discuss whether a chargeback is possible.

Customers who have booked a flight only with Thomas Cook should check on their booking documents whether their flight is covered by ATOL. If their flight is covered, they should contact ATOL in the first instance or their credit / debit card provider.

Under the terms and conditions of Aviva’s travel insurance there is no cover for cancellation due to insolvency of a tour operator. However, in order to assist our customers at this difficult time, we are asking customers who have taken the steps above and have not been able to recover their losses, to call our claims team who will try to assist further.

Our claims handlers will look at individual cases and may be able to offer an ex-gratia payment for unrecoverable costs.

Customers can contact our claims team on 0345 030 6983.