Thomas Cook tells couple to ‘claim on travel insurance’ instead of offering refund after holiday plans wrecked

The tour operator only changed its mind after The Independent became involved

Couple's holiday to Rome was ruined (Getty Images/iStockphoto)

A couple whose city break was ruined when their flight was cancelled were told by Thomas Cook to claim the money back on their travel insurance, instead of being offered a full refund by the tour operator.

The first disappointment for Nigel and Samantha Neal was that their flight to Rome was abruptly cancelled as they waited at Gatwick.

The second was that no other seats were available for two days, wrecking their planned trip to the Italian capital to celebrate a special birthday.

The third upset was when Thomas Cook, which organised the trip, refused to refund the cost and instead told the couple to claim on travel insurance.

Mr and Mrs Neal were booked to fly from Gatwick to Rome on Vueling on 10 August. Mr Neal said: “We were told that our flight had been cancelled whilst we were queuing to check in.

“We were then told we had been booked on a flight for Sunday night. As our original flight was on Friday night, I declined as we were due to fly back on the Tuesday afternoon.” As the couple had booked a package holiday, they should automatically have been given a full refund. But Mr Neal said: “I was then told by Thomas Cook they could not help me.”

He was told to claim on travel insurance, but his insurers insisted on proof of the flight cancellation by Vueling. The airline did not provide it, so he contacted The Independent to ask for advice.

After The Independent became involved, Thomas Cook agreed to give the couple their money back.

A spokesperson said: “We are sorry that Mr and Mrs Neal could not enjoy their trip to Rome as planned.

“They are entitled to a full refund, which Mr Neal has accepted, along with our apology for the oversight that was made.”

Mr Neal said that when he was contacted about the refund, he was told it was a “gesture of goodwill” – rather than the company’s legal obligation.

The couple also appear to be eligible for compensation of €250 (£222) each from Vueling for cancelling their flight at short notice.