Thomas Cook Airlines cease of operations
Thomas Cook Airlines ceased operations on Monday, September 23. According to article 5 paragraph 3 of our Terms and Conditions, this is classified as a Force Majeure situation which means that we are not obliged to apply our Kiwi.com Guarantee.
What if I am currently travelling?
If you already started your journey and you have an upcoming flight before 23:59 CET on 23 September, we will provide alternative flights or refunds under the Kiwi.com Guarantee.
How to get help from our Guarantee Team:
- Access the Guarantee Chat service in this FAQ
- Select an option in Manage My Booking
- Or Contact us
What if I have not started the journey yet?
If you have not started the journey yet, we will collect a refund from Thomas Cook Airlines. In this way, we will be able to offer you a refund or an alternative flight discounted by the refund from the airline.
Alternative flight
We will send you an offer of best possible alternatives within 48 hours, considering the departure date of your original flight. You will have the options available in your Manage My Booking:
- An alternative flight up to the amount refunded by Thomas Cook Airlines.
- If the alternative costs more than the refunded amount by Thomas Cook Airlines, you can either pay the difference or receive the amount for the Thomas Cook Airlines flight(s).
Refund
In Manage My Booking, you can apply for a refund via the Refunds and Cancellations link.
- You will be entitled to the amount refunded by Thomas Cook Airlines.
- Refunds for any other flights in your itinerary will be treated according to the terms and conditions of the respective airline(s)
If you still want to use your other flights, you can choose to only have your Thomas Cook Airlines flight(s) refunded.
Alternatively if you decide not to choose any of the options provided by us, you can follow instructions published by the Civil Aviation Authority on Thomas Cook website. CAA in cooperation with other airlines offer repatriation flights for customers travelling back to United Kingdom.
Alternatively if you decide not to choose any of the options provided by us, you can follow instructions published by the Civil Aviation Authority on Thomas Cook website. CAA in cooperation with other airlines offer repatriation flights for customers travelling back to United Kingdom.
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