Important information for Nationwide members

Support for members affected by Thomas Cook administration

As lots of you will know, Thomas Cook ceased trading on Monday 23 September 2019. This has resulted in holidays and flights being cancelled.

We understand how frustrating and concerning this must be for many members – and we’re here to help.

If you booked a flight, holiday or accommodation with any of these companies, you will be affected:


  • Thomas Cook Retail Ltd (ATOL 0020)
  • Thomas Cook Tour Operations Ltd (ATOL 1179)
  • Future Travel Ltd (ATOL 5704)
  • The Freedom Travel Group Ltd (ATOL 6042)
  • TCCT Retail Ltd (ATOL 10585)

If you are currently abroad

Visit the Civil Aviation Authority (CAA) website or call them on +44 1753 330 330.

The CAA is arranging return flights, up to and including Sunday 6 October 2019.

If you are due to travel


  • Information can be found on the Civil Aviation Authority (CAA) website
  • If you booked a package holiday with Thomas Cook which includes a flight, you are covered by ATOL, and can make an ATOL claim. The ATOL website will contain details of how to make a claim from 30th September 2019. Claims will be processed within 60 days. (ATOL 1179)
  • If you have booked a package holiday without a flight (coach, ferry etc.) you are covered by ABTA and can make an ATBA claim.
  • If you booked a package holiday through another agent, you need to confirm with them if ATOL or ABTA protection exists.

Not all flights booked with Thomas Cook will be protected by the ATOL scheme. If you did not get an ATOL certificate when you made your booking, then the flight will not be ATOL protected.

Getting a refund from Nationwide

If you are not ATOL protected and you booked your flights or holiday using a Nationwide debit or credit card, then please give us a call on 0800 30 20 11.

Please have this information ready before you call:


  • Name of the company you booked through
  • Date of transaction
  • Amount paid and amount you are claiming
  • Dates (and times, if possible) of your flights
  • Which airports you were flying from and to
  • Destination

After you speak to us, you’ll need to send us proof of your booking, including any receipts, invoices and the amount of refund you’re claiming. So you know: we won’t be able to process your refund claim until we have all this information.

Claims must be made within 120 days of your travel date or by Tuesday 21 January 2020 – whichever is sooner. It should be noted that claims must also be within 540 days of the date you paid for your holiday.

We aim to get refunds back to you as quickly as possible. However due to the large number of claims this could take longer than we would normally expect.

If you have booked other services, such as airport parking, transfers or excursions, first you should try to cancel them. If you can’t cancel, please call us on 0800 30 20 11.

If you’ve been paying for your holiday by Direct Debit (updated advice to members)

No further Direct Debit payments to Thomas Cook will be requested from your account.

If you’ve already made Direct Debit payments to Thomas Cook for your package holiday, please click on the following link; information is available in the ‘ATOL Claims’ section: https://thomascook.caa.co.uk/customers/if-you-have-a-future-booking-and-have-not-travelled-yet/

Travel Insurance

Please note, Travel Insurance doesn't cover the Financial Failure of any travel agent, tour organiser, booking agent or consolidator as standard.

However, Nationwide FlexPlus Account member and Flex Account members that have purchased the Travel Disruption Upgrade will be considered for claims where:


  • the associated cost is for direct airline tickets or a direct booking with one of Thomas Cook hotels
  • you do not have ATOL or ABTA protection and
  • you are unable to make a claim via your credit or debit card provider.

To see if the above applies to you, please contact International Passenger Protection (IPP) as follows:

IPP Claims
Cunningham Lindsey Oakleigh House
14-15 Park Place
Cardiff
CF10 3DQ
United Kingdom

Or contact:


  • Telephone: +44 (0) 345 266 1872
  • Email: Insolvency-claims@ipplondon.co.uk

Finally, beware of fraudsters


Criminals will often use the publicity around these sorts of events as a chance to pose as a genuine organisation, including financial service providers, police officers, retailers and travel companies. Often the criminal will pretend to be from the impacted company, such as Thomas Cook, or claim they are dealing with an issue resulting from the collapse.

Don’t be tricked into giving a fraudster access to your personal or financial details.