Important Customer Information following the collapse of Thomas Cook Group

Important-Information-for-customers

Due to the collapse of Thomas Cook Group which unfortunately included our principle the Freedom Travel Group, Mulberry Travel is a member of the Travel Trust Association (TTA). Our membership number is Q8313 and on flight inclusive arrangements we sell ATOL protected holidays under ATOL number 10300. This means we can continue to offer package holidays and trips with the same or enhanced level of financial protection to our clients.

Clients with ongoing arrangements booked with us can rest assured that they are 100% financially protected by either the ATOL scheme or via the ABTA bonding scheme. Please read the relevant paragraph to understand the process whereby your arrangements are protected.

1)ATOL Bonded Packages

(i) Bonded under ATOL certificate 6042

This makes up the large majority of our client’s bookings. The Civil Aviation Authority(CAA) who control the ATOL scheme have placed all these bookings with Hays Travel for fulfillment under their ATOL number 5534. We will continue to act as your agent on behalf of Hays Travel. All arrangements you have made with us will be fulfilled as agreed meaning that your holiday will go ahead as planned. This will be at the same cost to you and with the full protection of Hays Travel ATOL bond.

(ii) Bonded under another Tour Operator ATOL certificate

Clients with this type of package will be unaffected by the collapse of Freedom Travel Group as Mulberry Travel acted as your agent on behalf of another Tour Operator and their ATOL certificate continues to offer you full protection on your holiday. Balance payments need to be made as normal and we will issue travel documents from the Tour Operator as normal.

2) ABTA Bonded Packages

We have a small number of clients who have arrangements which had no flight element and so therefore were not ATOL bonded. These bookings have the financial protection of the ABTA bond scheme which offers 100% financial protection on your arrangements. Unfortunately, the process protecting you involves obtaining a refund of whatever you’ve paid so far for your trip. We have agreements in place with most of our ultimate travel suppliers to re-establish the booked arrangements at the same costs. We will be in touch with every client who has an ABTA package to assist them in claiming back their money and re-booking their arrangements at the same costs as originally agreed.

More information about this can be found at www.abta.com/freedom

The week following the unfair collapse of the profitable and successful Freedom Travel Group, has been one of the hardest weeks in our history as we’ve fought to make sure that all our client’s trips were completed as normal. Our office is open as normal for any queries you might have. We will be in touch with all our clients as soon as practicable, but please understand that we our focusing our priority on clients with the most immediate travel arrangements.