Raw Deal: Thousands still out of pocket after fall of Thomas Cook

As thousands of angry Thomas Cook customers continue to await compensation four months after the airline’s collapse, Raw Deal has helped one frustrated traveller get her money back.

Annoyed holidaymakers say that chaotic administration at the private firm subcontracted by the Civil Aviation Authority (CAA) has led to lengthy delays.

Thomas Cook folded in September, sparking an airlift of more than 150,000 holidaymakers.

Within weeks, the CAA launched a refund scheme for people who had made bookings with Thomas Cook under the Air Travel Organisers’ Licensing scheme. The CAA said it aimed to pay all valid claims within 60 days, but the programme has been beset with delays. Last month it was revealed 10,000 claims were still outstanding.

Elizabeth Beattie, from Torrance, Glasgow, was one of those affected. Last February, she and her husband paid £1,268 for a week-long break to Playa de las Americas, Tenerife, in December, with Thomas Cook via Barrhead Travel. However, the trip was cancelled after the airline went under.

“We had to rebook the same holiday using Jet2 flights,” said Elizabeth. “It cost us £1,642 which was £400 more than we originally paid.”

Elizabeth launched a claim for compensation but three months later had still not received any money.

“We had already been on the holiday and had since met many people who had received their refunds,” she said.

Elizabeth contacted Raw Deal and things soon got moving. The CAA refunded Elizabeth her £1,268 which she has now put towards the couple’s next holiday in Tenerife with Barrhead Travel.

The company said: “All customer claim forms are with the Civil Aviation Authority who are working on refunding each customer directly.

“We understand this is a frustrating process and we are working hard to support our customers through this process.”