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Chiltern Railways to support stranded Thomas Cook customers

Chiltern passengers

Chiltern Railways are relaxing ticket rules to help Thomas Cook customers affected by the company’s collapse. Customers who were booked on a specific service as part of a Thomas Cook package, or separately to get them to their holiday, will be able to catch the first available Chiltern service.

Customers will need to demonstrate that they had a holiday booked with Thomas Cook, for example by showing a booking confirmation, e-ticket or boarding pass.

 

Q. What if I’ve got an Advance ticket and I’m now going to miss my train?

A. You’ll be able to catch the first available Chiltern service if you were originally booked to travel with us. You’ll just need to show reasonable evidence that you’re a Thomas Cook customer – a booking confirmation or an e-ticket for example. 

 

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

A. That’s fine. You can take the first available Chiltern service. You’ll just need to show reasonable evidence that you’re a Thomas Cook customer – a booking confirmation or an e-ticket for example.

 

Q. What if I booked my train ticket separately to my package holiday?

A. You’ll be able to catch the first available Chiltern service. You’ll just need to show reasonable evidence that you’re a Thomas Cook customer – a booking confirmation or an e-ticket for example. 

 

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

A. You will be able to claim the cost of the ticket back from your travel insurer, or it will be covered by ATOL/ABTA.

 

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

A. You’ll need to speak to the company from which you bought the ticket.

 

Q. What if I get repatriated to a different airport?

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

 

Q. What if my journey involves more than one train company?

A. The Rail Delivery Group are coordinating a rail industry response. You can find more details here.