Defunct tour operator Thomas Cook has said that it required further information from the customers whose refund has not been done till now. But this has made the customer react angrily on social media.
Most of the customers who had not got their refunds till now said that they had received an email from the company saying that they would require further info ration and that the response from the company’s end could take time.
The company is now delaying its own deadlines. It previously said that all the customers would get their refund within 60 Days. But so far according to information, only two-thirds of customers have been repaid. It said that the remaining customers would need to furnish more information if they are to get the refunds.
Customers are angry about the fact that the company could have told them earlier that the refund process could take longer than 60 Days. Some of them have taken to Twitter to express their concerns. Others also said that they have been unable to connect with Thomas Cook’s executives over the customer helpline numbers.
Richard Moriarty, the current CAA boss, said that he was very thankful to the customers for bearing with them as the company looks forward to the largest refund programs ever undertaken. He also told that the customer could expect to get their refund only after Christmas.
Thomas Cook ceased its operations on 23 September but those customers who had already booked a trip on a future date under the CAA’s ATOL scheme would get their refund in full. For the refund process, an online refund portal was launched from October 7 where the customers could claim their amount. The customers were told by the CAA that the refund would take a maximum of 60 Days.
More than 67,000 refund applications were received on the very first day out of which only two-thirds have been paid so far. The total refunded value done to date is around 160 million GBP.
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