The Thomas Cook Group have ceased trading with effect 23 September 2019

We understand that will be a distressing time for Thomas Cook holidaymakers.  Here is our guidance about what to do if you’re already abroad or yet to travel, including how to claim under your esure travel insurance or transfer your policy to an alternate trip.

For the latest travel information and advice, for Thomas Cook customers already abroad and those yet to travel, please visit the Civil Aviation Authority’s (CAA) dedicated website below:




If you are abroad…

The CAA will provide new flights to return you to the UK until 6th October 2019.

After this date you will need to make your own travel arrangements to return home.

For more information, please visit the CAA’s Thomas Cook website.


If you are yet to travel…

Unfortunately, all Thomas Cook holidays and flights are cancelled as of 23 September 2019.

Please see the appropriate advice below depending on whether you booked a package holiday, flights directly from Thomas Cook Airlines or flights from an intermediary.

Once again, full advice about Thomas Cook flights and holiday can be found at


If your package holiday is booked with an ATOL holder…

If your trip or flights were booked with a travel firm that holds an ATOL (Air Travel Organiser's Licence) and you are ATOL protected, your travel firm is responsible for:

Making alternative flights available for you – so you can go on your trip or return home at the end of your holiday - or provide a full refund if you are yet to travel.


If you booked flights with Thomas Cook Airlines through an airline ticket agent…

If you are already abroad, please visit the CAA’s website for details about arrangements to return you home.

If you are yet to travel and you paid by credit or debit card, you should contact your card issuer as you may be able to claim a refund.

Your esure travel insurance policy provides cover for scheduled airline failure. If you are unable to obtain a refund from your credit or debit card issuer, please call 020 8776 3752 or email [email protected] quoting your travel insurance policy number to make a claim.


Your esure travel insurance policy…

If you are unable to take your trip and have purchased a single trip policy, we will refund your policy premium. Please call our team on 0345 600 3950 or email [email protected].

If you have purchased a single trip policy and wish to travel on an alternate date, please contact us on 0345 600 3950 or email [email protected]

If your new trip is for the same duration and to the same country, then we will happily transfer your policy to the new date without charge.  If your new trip is a different duration or country, an additional premium may be charged.