Thomas Cook information

Southern, Gatwick Express, Thameslink and Great Northern will honour rail tickets on train services of Thomas Cook passengers returning to the UK early or late after the airline went into administration.

You can travel on a different date if you have advanced pre-dated rail tickets returning from Luton and Gatwick airports. Even if your journey takes you onto the network of another operator, you can take the first available train with the operator on whose service you were originally booked. You’ll just need to show reasonable evidence that you’re a Thomas Cook customer.

Refunds are also available for pre-booked tickets to and from Gatwick and Luton bought from Southern, Thameslink, Gatwick Express and Great Northern, and we will waive the usual £10 administration fee.

If you are travelling to Gatwick or Luton airport and decide not to travel we will also honour, or refund, the cost of any rail tickets to Gatwick or Luton airports that were purchased from us.

You will need to show proof of your flight booking with Thomas Cook, such as a booking confirmation, receipt or boarding pass (printed or on a phone app) along with confirmation of the new flight, if this is a new outbound journey.

If you bought your tickets from another retailer (such as Trainline) you will need to buy a new ticket and apply for a refund from the original retailer. We cannot confirm the refund policy of third parties.

These easements will remain in place until 6th October 2019. For more information see the FAQ’s below and visit the Rail Delivery Group website.

Passengers arriving back at Gatwick or Luton Airports already holding rail tickets for travel on our network

You arrive back in the UK with a rail ticket for a journey that is out of date:

You do NOT need to visit the ticket office. Please show gateline and on-board train staff something that confirms your original flight booking with Thomas Cook and you will be allowed to travel on the next available train.

Please be aware that other retailers may take a different approach to dealing with refund requests from the one we have taken.

Passengers repatriated at a different airport

You will need to buy a rail ticket for the journey you want to make, and claim this through ATOL/ABTA, your travel insurer or your credit card company.

Passengers who have had their flights dates changed and want to make changes in advance of their date of travel

You have bought your ticket from one of our stations or websites:

Go to the ticket office. So long as you can provide a form of confirmation of your cancelled flight details with Thomas Cook and your new flight booking then we will exchange it for the same ticket type but with the new travel date; there will be no administration fee charged.

You bought your ticket from another train operator or retailer:

You will need to apply for a refund with the original retailer.

Please be aware that other retailers may take a different approach to dealing with refund requests from the one we have taken.

Passengers who want to have their rail tickets refunded

You bought your ticket from one of our stations or websites:

So long as you can provide a form of confirmation of your cancelled flight details with Thomas Cook we will process a full refund of the ticket and not charge you a £10 administration fee. If you paid using PAYPAL then please contact Customer Relations on 03451 272920.

You bought your ticket from another train company or retailer:

You will need to apply for a refund with the original retailer.

Please be aware that other retailers may take a different approach to dealing with refund requests from the one we have taken.