Protect Claims Avis 

Just absolutely disgusted with the agents that work here! They are extremely rude and lack all respect. I have spoken to many of them on different occasions and none of them seem to care that not only did I lose my holidays also my job as I worked for Thomas cook so that money is no longer just throw away it’s needed. The woman I spoke with today was shocking and just said well we still have 24 hours to refund you so if you want I’ll just keep going round in circles! These calls are meant to be recorded for training... clearly not! Both my holidays were Direct Debit and none have been refunded! Just absolutely no compassion and no interest in getting you your money back

2 days before I am due a £5,000+ refund I've been asked to provide bank statements for everyone in our party that has made separate deposits! it's outrageous that they've had 2 months to request this information and decide to get round to it 48 hours before my payment is due! Feels very much like a delaying tactics to me.

I am currently trying to get through to their customer service, so far 35 mins on hold and no sign of the phone ever being answered.

It's an absolute joke. The CAA should be ashamed.

Been waiting since the 7th of October for my refund, no one answers calls or emails, no one seems to know what there doing when you finally get through on the phone, not good enough. I’m waiting on £4 and a half K to be refunded.. a lot of money for you to not give a damn about it.

Shocking customer service with no compassion and 0% understanding.! Call handler thought it was funny I’d yet to receive my refund and thought prospect of me not receiving it before Christmas was great!! Wrong advice given they say whatever they want just to pass the buck and get you off the phone!! The ceo doesn’t answer your emails and blocks you from Twitter that’s how they deal with your issues ignore you!!

I wouldn't give these guys any stars if I had the option. Been waiting for my Thomas Cook refund since October 7th when the claim procedure opened, then a week before the deadline they ask for proof of payments. Absolutely fuming, firstly why wait until now? You could have requested this when the claim went in. It's going to take up to 30 days for me to get old bank statements. Secondly why on earth are you asking for this? Others have not been asked! My names on the certificate, my names on the booking that I've paid for! Just give me my money back! Useless service.

Poor service still waiting and the whole system a mess why they need to check extra information if you are ATOL protected still waiting for refund for my holiday it just beyond me why it takes them so long can't see the 60 days being kept asked for my claim handler to ring me this was not done never had a phone call as requested. And still waiting and any emails you send you don't get a straight response from them

They dealt with my claim on behalf of CAA after collapse of Thomas Cook.
The CAA said that they aimed to process claims in 60 days from date of claim. A claim reference number was given and told if they required any further info they would be in touch.
Refund received after 51 days which is great considering they are dealing with several hundred thousand claims
Claim was dealt with jointly by 2 companies so same review left for each company