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Thomas Cook Complaints


Our Holiday Lawyers are regularly contacted by customers who are disappointed with the way in which their holiday complaint has been dealt with by Thomas Cook.

The key areas of disappointment are the amount of time it takes for a response, failing to offer proper compensation and use of standard responses.

Simpson Millar specialise in dealing with overseas accident and illness claims, often involving Thomas Cook but we advise many what their options are if they do not get the response they want.

Freephone: 0808 145 1353 or fill in the enquiry form above.

Thomas Cook Complaints - Customer Advice

It is important that you notify Thomas Cook as soon as possible about your complaint, whether you are in the UK or abroad. If you are abroad and you are having problems resolving your Thomas Cook complaint, make sure you ask your representative for a Customer Relations Report Form, which is Thomas Cook’s version of a complaint form.

It is particularly important that you complete a Customer Relations Report Form if you have an accident or illness while on holiday with Thomas Cook. The form will be good evidence if you intend to make a Holiday Compensation Claim against Thomas Cook.

If you have had an accident or illness on a Thomas Cook Holiday, we would recommend that you contact us, as there are formal processes that you may need to adopt if you want to make a Holiday Compensation Claim.

For those with less serious Thomas Cook complaints, we suggest that you write to Thomas Cook at your earliest opportunity, in order to comply with their booking conditions.

Personal Injury Claims against Thomas Cook

If you have sustained an accident or illness on holiday, we suggest that you seek legal advice before writing to Thomas Cook.

If you do make a Thomas Cook Complaint about your accident or illness, make sure you are very careful about the forms that they may ask you to complete. For example, they may ask whether you ate outside the hotel before you were ill. If you say you did, they will argue that your illness was not caused by the hotel and you may struggle to claim compensation from Thomas Cook.

Holiday Hotel Watch

If you are unsure about the paperwork for making a Personal Injury Compensation Claims against Thomas Cook, contact one of the travel lawyers at Simpson Millar for advice.

We take the strain and the hassle out of making claims against Thomas Cook. Two of our most senior travel lawyers have held senior positions within the Legal Departments at Thomas Cook and know all of the tricks of the trade.

What if I do not like the response to my Thomas Cook complaint?

There are a number of options available if you are unhappy with your response received from Thomas Cook regarding your holiday complaint.

We recommend that you contact senior people at Thomas Cook if they are ignoring your letters or are offering low amounts of holiday compensation. Such people may include the head of the Customer Legal Department, Head of Customer Relations or Head of Customer Delivery. In the alternative you can write to the directors, details of which can be found on Thomas Cook’s corporate website.

If you want to take matters further because no one at Thomas Cook is helping you, you can contact ABTA or go through the small claims court. For problems with the airlines, you might decide to contact the Civil Aviation Authority and for problems with holiday insurance you can contact the Financial Service Ombudsman.

Consumer Rights

If your Thomas Cook complaint is going nowhere, you can sue them under the Package Travel Regulations 1992 – if you have booked a package holiday.

The Regulations means that you can sue your holiday company or tour operator even though your complaint is against an overseas hotel.

The Package Travel Regulations mean that Thomas Cook are responsible for the actions of their suppliers including operators of aircraft, coaches, excursions and most important of all, hotels.

This is particularly important if you have had an accident or suffered illness at your hotel because you can sue in the UK as opposed the place where your accident or injury took place (such as Egypt, Turkey, Spain etc.)

Can I make a claim against Thomas Cook today?

You have 3 years to make a personal injury claim against Thomas Cook or up to the age of 21 if your accident happened before you turned 18.

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