Holiday Claims
Holiday Claims
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Thomas Cook Complaints


Advice for Consumers Seeking Compensation

Every year our Holiday Experts are contacted by disappointed Thomas Cook customers wanting advice about how to complain about their holiday and recover compensation.

Your Legal Rights

Your Thomas Cook holiday will be protected if it was purchased as a package.

The Package Travel Regulations 1992 provide consumers with legal rights that make Thomas Cook responsible for all aspects of your holiday.

If your holiday was misrepresented or fell below a reasonable standard the Regulations provide you with legal rights to be compensated.

How to deal with Thomas Cook Complaints

Important Notice: If you have suffered from a Holiday Illness or a Holiday Accident and want to make a complaint to Thomas cook speak to Simpson Millar for free advice before you contact Thomas Cook.

If you have had a terrible holiday and you are want compensation then in the first instance you should complain in writing to Thomas Cook unless your complaint concerns a personal injury.

  • Keep your letter of complaint to the point and list all the complaints you have.
  • You should have in mind that if your complaint proceeds to a court hearing a judge will read your correspondence and may form a view from its content.
  • If your complaint concerns the quality of your hotel then try and support your complaints with evidence such as photographs and DVD recordings, witnesses who may be other similarly aggrieved holidaymakers, complaint forms you may have completed.
  • Be reasonable and explain how the problems affected you and your family.
  • Consider what compensation you believe would be fair and tell Thomas Cook what you are seeking as a remedy.
  • Support your claim with copies of any receipts you may have that you wish to reclaim.
  • Thomas Cook must follow the Association of British Travel Agents (ABTA) Code of Conduct and acknowledge your letter of complaint within 14 days of receiving it.
  • Thomas Cook must provide you with a full response to your complaints within 28 days and if they do not then you should complain to ABTA.
  • If you fail to get redress from Thomas Cook you can consider pursuing your complaint through ABTA’s Arbitration Scheme or the Small Claims Court.

Useful Contacts

To contact ABTA and find out more about their Arbitration Scheme click this link

To find out about how to make a claim in the Small Claims Court click this link

Personal Injury Claims

Thomas Cook complaints are often due to an accident or an illness on holiday, you can seek legal advice before entering into correspondence with Thomas Cook.

You should seek legal advice as you may not fully understand your legal rights or how much compensation you are entitled to receive.

If you accept an offer of compensation from Thomas Cook your claim will be settled and you will not be entitled to recover any further compensation should you discover that your claim is actually worth substantially more than Thomas cook have offered to you.

If you would like free advice about what you should do if you or a family member has suffered an accident or injury during a Thomas Cook holiday or you have been the victim of an illness at your hotel then get in touch.

For free expert advice call 0808 145 1353.

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