Thomas Cook information for M&S Bank customers

Thomas Cook

Thomas Cook has announced it will cease trading as of the 23 September 2019.

Up to date information is available on the CAA website and further information may be added. Customers impacted are encouraged to check this website regularly. Visit

If you have made a claim already

Due to the volume of queries received relating to Thomas Cook, our team are working hard to process claims as quickly as possible. We'll be in touch with customers within 30 days of receipt of the completed claim form.

If you have booked a package holiday

Package holidays with Thomas Cook are financially protected through the ATOL scheme.

Customers already abroad will be able to continue with their holiday and an alternative flight home will be organised for them.

If customers are asked to make a further payment to stay in the hotel, they may need to pay this, keep receipts, and make a claim to the CAA when they return to the UK.

Those with future bookings will be offered a full refund through ATOL.

If you have booked flights and accommodation separately

If you have only booked flights or accommodation with Thomas Cook, then you are unlikely to be ATOL-protected. You may be covered by your travel insurance provider. If you have an M&S travel insurance product, or paid using your M&S Credit or Debit Card please see details below:

M&S Travel Insurance customers who need assistance please call us 0800 051 4780, or +44 160 360 3783 from overseas.

M&S Premium Current Account customers who need assistance can contact us on 0800 051 2619 or +44 (0)160 360 3042.

M&S Premium Club customers who need assistance can contact us on 0800 051 2619 or +44 (0)160 360 3042.

If you booked using your M&S Credit Card you can use one of our online forms to start your claim. You have the option to complete your form online and upload the documentation electronically. Alternatively you may download and print a form and attach paper documentation to return by post.
If you have any questions please call 0345 900 0900.

If you booked using your M&S Debit Card please call 0345 900 0900.

Travel Money

If you have purchased M&S Travel Money, or used an M&S credit or debit card to purchase currency from Thomas Cook, and have been unable to travel, you can receive a full refund on your currency at the rate purchased by visiting an M&S Bureau de Change, with your foreign currency, proof of purchase and travel documentation.

If you have used an M&S credit or debit card to purchase currency from Thomas Cook but have not received your foreign currency, you can make a claim using the details above.

Beware of fraudsters looking to exploit the situation

Following the collapse of Thomas Cook, criminals may try to exploit people who have experienced a significant impact to their travel. Criminals may attempt to scam people into revealing personal and financial information under the guise of assisting with refunds. This could include pretending to be an employee of the affected company, asking for bank account details to process refunds quicker and pretending to assist with the aftermath of the collapse.

We would encourage customers to be extra vigilant and wary of any correspondence (e-mails, text messages, letters, phone calls or direct messages via social media) that may be offering assistance in reclaiming a refund from Thomas Cook. If you are unsure about the identity of anyone that has contacted you – please Take Five to Stop Fraud.