Support for Thomas Cook customers

For customers and Thomas Cook staff members affected by the Thomas Cook flight cancellations we are relaxing ticket rules to help you get home.

If you were booked on a specific LNER train, as part of your Thomas Cook holiday, or you had booked an LNER train ticket separately to your holiday, we will let you catch the first available train you were due to travel with.

If you no longer need to travel on an LNER train you can get a fee free refund if you booked directly with us. 

If you're a staff member of Thomas Cook the same applies for you too, you'll just need to show your staff ID.

Below are some helpful FAQs that apply to LNER trains and all other train operators too.

FAQs

What if I’ve got a LNER Advance ticket and I’m now going to miss my train?

You’ll be able to catch the first available train. If your ticket is with another train operator the same rule will apply. You’ll just need to show reasonable evidence that you’re a Thomas Cook customer – a booking confirmation or an e-ticket for example or that you are a Thomas Cook staff member by showing your work ID. 


What if I have an off-peak ticket but will now need to travel at peak time?

That’s fine. You can take the first available train with LNER or the train operator you were originally booked with. You’ll just need to show reasonable evidence that you’re a Thomas Cook customer – a booking confirmation or an e-ticket for example or that you are a Thomas Cook staff member by showing your work ID.


What if I’ve bought an Advance ticket for a holiday that I’m no longer taking?

Speak to the train company to see if you can claim a fee free refund. If you've booked with LNER you can claim a refund here.

You will need to show reasonable evidence that you’re a Thomas Cook customer – a booking confirmation or an e-ticket for example. Alternatively, you can claim the cost of the ticket back from your travel insurer, or it will be covered by ATOL/ABTA.

What if I bought my ticket through a third party retailer?

You’ll need to speak to the company you bought your train ticket from.

What if I get repatriated to a different airport?

You will need to buy a new ticket and claim this through ATOL/ABTA, your travel insurer or your credit card company.

What if my journey involves more than one train company?

We’ll get you on the first available service with the train companies you were originally booked with. You’ll just need to show reasonable evidence that you’re a Thomas Cook customer – a booking confirmation or an e-ticket for example or that you are a Thomas Cook staff member by showing your work ID.

How long will these arrangements be in place for?

These arrangements will be in place until 6 October 2019, at which point they will be reviewed based on the latest information from the CAA.