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Aylesbury woman fights for answers after Thomas Cook collapse

She is unhappy with the service and response she's received

Published by Scarlett Bawden-Gaul at 12:52pm 5th February 2020. (Updated at 12:55pm 5th February 2020) 3-minute read.

Aylesbury woman fights for answers after Thomas Cook collapse

She has been struggling for answers after the travel company collapsed in September 2019. 

Emma Coffill, from Aylesbury, has been battling to get answers for months now. 

Her case is complex, as she brought a Superbreaks Holiday at a Thomas Cook store. 

Superbreaks collapsed in August 2019, a month before Thomas Cook. 

After being assured parts of the holiday were already paid for, and others could be refunded, her and her partner flew to New York.

Now, she is being told that isn't the case:

"The fact that they've passed me around and given me all these excuses... If it was so straight forward and that was always the rule why was I not told that at the very start?

"We based our decision on that advice and at this stage nobody wants to take responsibility."

The trip to New York was ATOL protected, which according to the UK Civil Aviation Association means:

ATOL is the UK's financial protection scheme and protects you when you book a holiday with a UK ATOL holder. It will provide support so that you are not at a financial loss or without assistance abroad if your ATOL holder ceases trading.

But, that hasn't been the case for Emma, and she is confused about the response and treatment she has received.

Days before she flew out she was told by the hotel they would have to pay an extra £1,500 to stay.

This wasn't financially realistic for Emma, but she asked the CAA if they booked a cheaper alternative would the original payment be returned.

An assurance of this meant Emma borrowed money from her dad to pay for a last minute hotel but after a long wait, they have been told this won't happen.

Emma has decided to share her story with the public in the hopes it will help others, and improve transparency around holiday protection.

Her full story is below:

Emma's story


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