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TUI working alongside Civil Aviation Authority (CAA) to assist affected Thomas Cook customers

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Following the collapse of Thomas Cook UK Plc and associated UK entities in the early hours of this morning a spokesperson for TUI has issued the following statement.

‘We were sorry to learn that the UK tour operator and airline Thomas Cook has been placed in to administration. We really feel for everyone affected by this announcement including customers on holiday, anyone due to travel with them and of course also their employees.

As we offer a small selection of TUI holidays featuring Thomas Cook flights, as well as selling a small number of Thomas Cook holidays through our stores, we’re now working alongside the Civil Aviation Authority (CAA) to assist affected customers.

We understand that the CAA will now be responsible for operating relief flights to repatriate customers currently on holiday whose flights have been cancelled as close to their original departure time as possible. We will be offering any necessary support where we can. If you are currently on a TUI, Marella Cruises or First Choice holiday and were due to return home on a Thomas Cook flight, please visit thomascook.caa.co.uk for the relevant and up to date information for your new travel plans. As more information becomes available our teams in resort will be in touch to update you, however, customers should continue to enjoy their holidays and only go to the airport when they have a new flight confirmed. Customers on holiday can also contact the 24-hour helpline: +44 1753 330 330 from overseas.

As a result of this announcement we can also confirm that we have unfortunately had to cancel any TUI, Marella Cruises and First Choice bookings featuring Thomas Cook flights for any customers due to travel from Monday 23rd September until 31st October. The advice is not to travel to the airport. We will be organising full holiday refunds for these customers and will process these as quickly as possible. For any TUI, Marella Cruises and First Choice customers with Thomas Cook flights due to travel after this date, please bear with us as we look at other options and alternatives for you as a priority.

Our customer helpline for anyone affected is available on 0800 009 3836 or 0203 636 1997. As this is an evolving situation as soon as we have more information during the course of today we will share updates.

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