Hull Trains is relaxing ticket rules for those affected by the Thomas Cook collapse.

We acknowledge that there will be customers booked on specific services as part of their arrangement with Thomas Cook in order to travel for their holiday. Hull Trains will allow those affected to travel on the first available service with proof that they were a Thomas Cook customer. We are also extending this to Thomas Cook staff.

This can be should through a booking confirmation, e-ticket or boarding pass, for example.

Below is an FAQ from the Rail Delivery Group (adapted for Hull Trains customers) to help answer any questions you may have:

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 service with Hull Trains 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 service with Hull Trains if you were originally booked on a service of ours. 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 service with Hull Trains 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’ve bought an Advance ticket for a holiday that I’m no longer taking?

A. Speak to our customer services team on 0345 071 0222 with regards to this – or email customerservices.hull@firstgroup.com. You just need to show reasonable evidence that you’re a Thomas Cook customer – a booking confirmation or an e-ticket for example. Alternatively, you can 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. You’ll be able to take the first available service with the train companies on whose services you were originally booked. You’ll just need to show reasonable evidence that you’re a Thomas Cook customer – a booking confirmation or an e-ticket for example.

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