E Thornton & Son Ltd trading as Thornton’s Travel ceases trading – advice for customers
ABTA 58285 and V8586
We are sorry to inform you that E Thornton & Son Ltd has ceased trading with effect from 30 September 2020.
E Thornton & Son Ltd operated under the following trading names:
- Thornton’s Travel
- Thornton’s Cruise World
- Thornton’s Travel Service
The information below sets out specific advice for customers to follow depending on what holiday and travel arrangements you have booked.
E Thornton & Son Ltd sold different types of holidays. It is very important that customers read and follow the advice below depending on the type of booking that you have.
Customers that have booked a package holiday provided by E Thornton & Son Ltd through a travel agent should contact the travel agent in the first instance for further advice and assistance as they may have made alternative arrangements for you.
Holidays booked through E Thornton & Son Ltd with another tour operator
If you booked a package holiday through E Thornton & Son Ltd and the holiday is provided by another tour operator, you will need to contact the tour operator named on your paperwork or ATOL Certificate for a flight inclusive package (listed on your ATOL certificate under “Who is protecting your trip”).
Your tour operator should be able to confirm that they have your booking. Your tour operator will be responsible for your booking going forward.
If you booked flight-only with E Thornton & Son Ltd and were issued with a ticket or e-ticket, you will need to contact the airline that you are due to be travelling with as your booking will go ahead.
If you booked a flight-only and received an ATOL Certificate it will say “Flight Only” on your ATOL certificate. Further information and advice on how to claim is available on the CAA website.
Package holidays with flights included
If your booking included flights, then you will need to contact the CAA as your booking is protected by the CAA ATOL scheme. Further information and advice on how to claim is available on the CAA website.
Your ATOL Certificate will say ‘Package Sale’ in the bottom right-hand corner.
If you were a corporate client booking business travel arrangements with E Thornton & Son Ltd, these sales were protected with ABTA. However, if your booking arrangements were for scheduled flight only or rail tickets then if you are in receipt of your ticket or e-ticket these should remain valid and you will need to contact the airline or rail operator to confirm this. If you received an ATOL certificate which states flight only you should contact the CAA.
Customers requiring further assistance can contact 020 3758 8730 or email firstname.lastname@example.org. Please note that we will answer calls as quickly as possible but call waiting times may be significant during the current crisis. Please only call if you have already followed al the advice issued above.
How long will it take to process my claim?
Unfortunately there has been a large number of company failures recently and we have received an exceptionally high number of customer claims. We are processing individual claims as quickly as possible, and have employed additional personnel to help with this.
Please be aware that we are currently estimating that claims can take up to six months to be processed – this is not usually the case, it is simply down to the volume of claims that have been submitted.
When you submit your claim, please ensure you send through all the paperwork, receipts and any other documentation that supports your claim. This will mean we won’t have to contact you for further information, which takes additional time.
Once you’ve submitted your claim, we would kindly ask that only essential additional communications are made to us in regard to your claim. We are receiving many hundreds of emails and calls each week with general enquiries and this severely impacts the time it takes to process claims and may lead to longer processing times.