Latest travel updates

Thomas Cook flights

Last updated: 26/09/2019 11:20

You will have seen the very sad news that Thomas Cook have ceased trading. The Civil Aviation Authority have confirmed that all Thomas Cook Airline flights scheduled to depart after Sunday 22nd September 2019 have been cancelled and will no longer operate.

What this means for Neilson customers:

I am currently on holiday and due to fly home on a Thomas Cook Flight 

I have a holiday booked, flying on a Thomas Cook flight

I am considering booking a holiday

I have booked through a Thomas Cook travel agent

Other questions

I am currently on holiday with Neilson and due to fly with Thomas Cook, will I be able to complete my holiday?

The short answer is YES and YES.
As Neilson is bonded by the CAA ATOL protection scheme your travel back to the UK is guaranteed as part of the package travel regulations. 

Return flights are being arranged by the CAA on or around your original booked travel date. To register for your flight updates please go to https://thomascook.caa.co.uk/customers/if-you-are-currently-abroad/ using your Neilson reference number.

Summer 2019

I have a Summer 2019 holiday booked with Neilson, flying on Thomas Cook, will it still operate as planned and what are my options?

The CAA have announced that all Thomas Cook flights will no longer operate. Regrettably, we have been unable to source flights to replace your original Thomas Cook flight following their collapse. We are therefore unable to provide you with your original Neilson holiday this Autumn and have two options for you to consider:

1.Subject to availability you can move your Summer 2019 booking to another of our beachclubs. Alana Beachclub in Croatia and Mar Menor Beachclub in Spain offer the widest range of options. 

 
2. If we are unable to find you a suitable alternative, you are of course entitled to a full refund of any monies already paid.
 

Will the refund cover everything?


Everything that was paid for as part of the Neilson package and your contract with us, will be refunded.
If you have paid separately for any other pre or post holiday travel arrangements we will not refund this. In this situation, you will need to contact the service provider to see if a refund is possible, or seek advice from your Travel Insurance.

Winter 19/20, Summer 2020

I have a holiday booked with Neilson, flying on Thomas Cook, will it still operate as planned and what are my options?

The CAA have announced that all Thomas Cook flights will no longer operate. We are seeking alternative flight / holiday options and hope to have answers in the coming days, in the mean time you have a number of options:

Can I switch to another Neilson holiday?


Yes, subject to availability. We will waive any amendment fees usually applicable and you will just need to pay the difference in cost if the new holiday is more expensive, or receive a refund if the new holiday is cheaper.

Will you be able to find additional flights now Thomas Cook has collapsed?


We are working on contingency plans and in discussions with our airline partners to offer alternative flights where possible. We will contact you with your options unless you have already amended your booking. Subject to our booking conditions, if the alternative options available are not suitable you will be able to cancel your booking free of charge and receive a refund.

I am considering booking a holiday, what do you recommend?

Summer ’19


For holidays for the remainder of this summer, we did not use Thomas Cook for all our flying and have a number of holidays still available with alternative airlines. 

For those wishing to make their own way to resorts we are able to offer holidays without flights, please contact our team for prices.

Winter ‘19/20 and Summer’20


For holidays this winter and next summer  – Thomas Cook were not our only flying partner and other holidays will operate as planned. We are currently updating our flying programme and whilst our web searches may currently show no availability, please check back towards the end of the week as we expect to have the new flights in place by then.

Travel Agent Bookings

What do I do if I booked through a Thomas Cook travel agent even if I don’t have flights with Thomas Cook?

We will need to take your phone number, email and home address and re-make your booking as a direct customer with us. We will also need your original booking reference and proof of payments you have made so far in the form of a copy of your documentation. Please also confirm you have not requested a charge-back or received a refund for any the monies already paid. We will accept this proof as payment made so far and you will then need to pay any outstanding balance to us and will receive any further documentation from Neilson regarding your booking.

Other Questions

If I have moved my booking already but you then get an alternative flight for my original booking, can I move my booking back and what would the costs be?

Yes. If your original holiday is still available with the replacement flights then you can move back at the price you originally paid. Please contact us to keep up to date if this is what you are wanting to do.

Can I arrange my own flights for a current booking and will I receive compensation or a refund? will I still be able to use the original resort transfers?

If you prefer to arrange your own flights instead of looking at an alternative holiday or waiting for us to source replacement flights, then yes you can do this. If your flight arrives before or at the same time as our re-arranged flight then you can still use your original transfers, otherwise you will need to make your own arrangements.

We will be able to refund you £50 per person for an accommodation only booking – this is standard for accommodation only holidays.

If my booking has been affected can I move it to a different season?

Yes. You can move your holiday to any holiday we currently have on sale – Summer 2019, Winter 2019/20, Summer 2020. This will be at the current system price with no amendment fees.

If I move my booking, will offers I had when I originally booked still apply?

No, unfortunately not. Only prices today with any of today’s offers will apply.

Am I entitled to any compensation?

No unfortunately not. We are doing our best in this difficult situation to make alternative holiday arrangements for you but no compensation will be due.

Do I need to contact you or will you contact me?

Please make contact with us either by calling 0333 014 3351 or emailing customerservices@neilson.com and we will get to your call / email as quickly as we can.