Thomas Cook 'refused' widow compensation claiming dead husband travelled

A widow was recently refused compensation for a cancelled holiday after Thomas Cook claimed her recently deceased husband had travelled without her.

Pauline Pritchard's husband, James, died from liver disease seven days before the trip was due to happen, the Telegraph reports.

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After he fell ill, Pauline's husband's conditioned worsened so she contacted the travel company to say the couple and their 12-year-old son would not be able to make it on the holiday.

Thomas Cook then reportedly told her she would not be issued with a refund because their travel insurance policy did not cover liver disease.

Three weeks later the company finally gave in and apologised, sending her a voucher for the £1,347.97 holiday.

But, sadly for Mrs Pritchard, that's not where the stress and heartache ended.

Thomas Cook got back into touch with the widow saying they would not be awarding a refund because her husband had travelled on the trip, despite the fact he had died seven days earlier.

The email read: "I can confirm that Mr James Pritchard travelled with Thomas Cook Airlines to Palma Mallorca on 21/05/2016."

Adding: "When they arrived they were refused entry into the country by Border Control Authorities. We provided complimentary return flights but aren't able to give a refund of £1347.97 that was paid for this holiday or any other expenses."

Pauline told the Daily Mail: "It is shocking. To make one mistake is bad enough but to make two is horrendous - especially seeing as they know what I am going through.

"They said he was on a flight when he was lying dead in a morgue."

She added: "They knew my husband was dead when they wrote that voucher out - it was like some kind of sick joke."

Although Thomas Cook later apologised for the mistake, Mrs Pritchard said she no longer trusts them and will not be flying with them after next year, when she uses the refund voucher they awarded her.

A spokesman from Thomas Cook said: "While the initial incident was human error it is certainly not good enough and understandably would have caused you great anguish.

"This service is not good enough and I will be liasing with the senior management of the area to ensure this does not happen again and the correct protocols are adhered to."

In a comment from another spokesperson, Thomas Cook said they were working to rectify the issue.

They said: "We would like to extend our deepest sympathies to Mrs Pritchard and her family.

"The letter sent out to Mrs Pritchard was sent in error and we are sorry for the distress it has caused."