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Thomas Cook In Administration - Customer Advisory

September 24th, 2019

We are saddened by the news regarding the insolvency of the Thomas Cook Group and the impact it has on the current and future customers traveling with Thomas Cook as well as our long standing Thomas Cook industry colleagues.

Please be assured that Elegant Hotels is committed to re-protecting our existing customers and assisting those booked through Thomas Cook where needed.

The following guidelines apply to our affected customers:

1) Customers who booked with Thomas Cook Airlines and have hotel reservations directly with Elegant Hotels

If you are booked on a Thomas Cook flight and booked your accommodation directly with us, please note that we are still holding your reservation under the regular terms of your original booking. Once you have made alternative flight carrier arrangements, or if we can assist in any way, please contact us at 0800 917 3534 or at reservations@eleganthotels.com to provide us with your new flight details.

As a reminder, Virgin Atlantic provides twice-weekly flights from Manchester (Mondays and Fridays) and daily flights from Gatwick during the winter months. British Airways offers 10 flights weekly from Gatwick during the winter season. Tui Airlines also flies twice weekly (Sundays and Thursday) from Manchester between mid-November to early March and once a week (Sundays) as of early March to end of April.

Please note that you may be able to claim flight refunds from your travel insurer, credit card issuer or bank.


2) Customers who booked a package through Thomas Cook (Retail, Online or Call Center) as part of a flight & hotel package and have previously confirmed accommodation with Elegant Hotels

To facilitate a speedy re-confirmation of your holiday, we will work with you directly or through your preferred travel company to reconfirm your accommodation dates or to help you find suitable alternative travel dates. If you wish to re-book your own flights independently with a different airline, we are happy to assist you in reconfirming your hotel stay with us. In case, you want to rebook your bundled flight and hotel package, we work with all tour operators who feature the Caribbean in the UK market.

If you are a Thomas Cook customer who has purchased a bundled package (Hotel + Air) you should check whether you have an ATOL certificate for your booking. Customers holding an ATOL certificate issued by Thomas Cook should check www.thomascook.caa.co.uk for more information about how to claim a refund for your flights and holidays. Customers holding an ATOL certificate issued by another travel agent or tour operator should check with that company to see what happens next.

You may be a customer that has booked Thomas Cook package holidays with scheduled flights. Customers affected by the company’s collapse are being advised to check the dedicated website https://thomascook.caa.co.uk/ for advice and information.


3) Customers who booked with Thomas Cook Airlines as part of a flight & hotel package and has previously confirmed accommodation with Elegant Hotels through a tour operator other than Thomas Cook.

Please contact the relevant tour operator to re-book your holiday with a different airline and ask your travel agent to reconfirm your booking as soon as alternative flight arrangements have been made to accommodate you in your preferred Elegant Hotel and room category.

For any further queries, please contact us at 0800 917 3534 or at reservations@eleganthotels.com

All of us here at Elegant Hotels are committed to making this process as smooth as possible for everyone.

We look forward to welcoming you in Barbados.
Warmest regards
The Elegant Hotels Team

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