Frequently Asked Questions

Thomas Cook financial collapse

We're very sorry that you've been affected by the Thomas Cook situation.

If you're already abroad

If you're currently abroad and won't be able to return home on your scheduled return date, we'll automatically extend your existing travel insurance policy, free of charge, until you return to the United Kingdom.

There's no need to queue to speak to us, but we do require you to return to the UK as soon as you can. We'll make sure your policy is extended without charging any additional premium.

The Government and the Civil Aviation Authority (CAA) are doing everything they can to support passengers due to fly back to the UK with Thomas Cook between 23 September to 6 October 2019.

This will either be on a CAA operated flight or by using an existing flight with other airlines, depending on your location. You can find further information at

If you haven't departed and have been offered alternative arrangements

If your trip hasn't started and you've been offered either:

  • an alternative booking to a country that isn't covered by your current insurance policy
  • alternative dates outside of your insurance period

Please call us on 01903 255 650 and press option 2 then option 4 to speak to a member of our team.

If you haven't been offered alternative arrangements

If you booked flights or a trip that includes flights with a travel firm that holds an Air Travel Organiser's Licence (ATOL) and received confirmation that you're ATOL protected, the travel firm is responsible for your flight arrangements and must provide a full refund.

Credit or debit card protection

If your trip wasn't booked as a package and you paid by credit card, you may be protected under Section 75 of the Consumer Credit Act 1974 (UK residents). You should contact your card issuer for more information.

If you paid by debit or charge card you should contact your bank or card issuer for advice. You may be able to claim under their Chargeback rules.

Travel insurance information

Cover is provided for Scheduled Airline Failure (subject to the terms of the insurers contract) if you:

  • chose our Platinum cover,
  • selected and paid the premium for the Travel Disruption add-on for our Silver, Gold or Platinum cover

If you have a Platinum policy without Travel Disruption, please call the International Passenger Protection claims team on +44 (0)345 266 1872 or visit their website at

For Silver, Gold and Platinum policies, Missed Departure cover applies if you missed your initial international flight out of or returning to your country of residence as a result of failure or re-schedule of public transport.

This can help with additional accommodation (room only) and travel expenses caused when reaching your international destination, as long as your policy and trip were booked before this event was publicly known.

If you’d like to make a claim, you can submit an AXA claims notification online. The AXA Travel Insurance claims team will register your claim and be in touch with you throughout the process.

We apologise in advance for extended wait times, as all our telephone lines are likely to be very busy due to the scale of this event.