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Federal Ministry of Justice and Consumer Protection

You have booked a package tour with

  • of Thomas Cook Touristik GmbH,
  • of Bucher Reisen & Öger Tours GmbH,
  • Thomas Cook International AG based in Switzerland or
  • Tour Vital Touristik GmbH,

If you were affected by the bankruptcy of these tour operators and want to take advantage of the voluntary compensation payment from the federal government, you will find frequently asked questions and their answers here.

Please also note our information on protection against fraud on the Internet, in particular through phishing, which is available here.

General questions about the use of the online-based procedure for claiming the voluntary compensation payment from the federal government

Where can I find the online-based procedure ("Thomas Cook Federal Portal") to register for the voluntary compensation payment from the federal government?

Package travelers who are affected by the insolvency of Thomas Cook Touristik GmbH or Bucher Reisen & Öger Tours GmbH can find the Thomas Cook Bundportal at the following Internet address (URL):

https://thomas-cook.insolvenz-solution.de

Package travelers who are affected by the insolvency of Thomas Cook International AG based in Switzerland can find the Thomas Cook federal portal at the following Internet address (URL):

https://tc-international-bmjv.insolvenz-solution.de

Package travelers who are affected by the insolvency of Tour Vital Touristik GmbH can find the Thomas Cook Bundportal at the following Internet address (URL):

https://tour-vital-bmjv.insolvenz-solution.de.

Further information can be found below under the question "How do I get to the Thomas Cook Bundportal?"

I booked with Neckermann Urlaubswelt. Where do I have to register?

Neckermann Urlaubswelt was a brand of the German Thomas Cook Group. Package tours were offered under this brand. However, the package tour contract was concluded by another company in the Thomas Cook Group (Thomas Cook Touristik GmbH, Thomas Cook International AG, Bucher Reisen & Öger Tours GmbH), which then carried out the package tour. The tour operator of your package tour, which you have booked under the Neckermann Urlaubswelten brand, is specified on your travel confirmation / invoice. Please follow the instructions for the tour operator specified on your travel confirmation / invoice.


General questions about the legitimate use of the voluntary compensation payment and the eligible costs

Under what conditions does the federal government make a voluntary compensation payment?

The federal government pays a voluntary compensation payment without recognition of a legal obligation to package travelers who travel package tours with Thomas Cook Touristik GmbH, Bucher Reisen & Öger Tours GmbH, Thomas Cook International AG based in Switzerland or Tour Vital Touristik GmbH have booked, have received a “security certificate for package tours in accordance with Section 651r of the German Civil Code” from Zurich Insurance and have suffered certain payment defaults as a result of the bankruptcy of their tour operator.

For the voluntary compensation payment exist the following requirements:

  • As a result of the insolvency of the tour operators mentioned, the package travelers will not receive reimbursement of the travel prices they have paid, or not fully, from Zurich Insurance or from a third party.
  • The package travelers have asserted their claims from the security certificate against Zurich insurance and registered their claims against their tour operator with the responsible insolvency administrator (you can find more information here).
  • The package travelers contribute to the assertion of the voluntary compensation payment. This includes, for example, the complete and truthful declaration of the information required to check the compensation payment or the uploading of the required receipts and evidence.
  • Package travelers assign their existing claims against third parties to the Federal Republic of Germany, in particular against Zurich Insurance and the tour operator concerned.
  • Any claims made by package travelers against the Federal Republic of Germany must be declared settled.
  • Insofar as declarations have to be made to the Federal Republic of Germany, these declarations will be made available to you as forms for download in the Thomas Cook federal portal. You will also receive information on which person (s) must sign which declaration. The necessary declarations of assignment must be signed by all travel participants of the booked package tour for which a compensation payment is to be claimed.

I booked the trip for other travelers. Who has to sign the declarations?

The declarations, which you can download in the form of the registration documents at the end of the registration process, indicate which person has to sign which declarations. As the person making the booking, i.e. the person who, as evidenced by the travel confirmation / invoice, has booked the trip and to whom the travel confirmation / invoice is addressed, please sign at the places where the signature of the person making the booking is required.

I registered the insolvency claim as a representative for the creditor of the reimbursement claims against the insolvent tour operator. As a representative of the package travelers concerned, can I also register for the voluntary compensation payment? What do I have to consider?

You can also register for the voluntary compensation payment from the federal government as a representative for the package travelers concerned. Please note that you, as a representative, must provide information and upload receipts during the registration process as well as confirm the accuracy and completeness of all information at the end of the registration process yourself and the persons booking and package travelers concerned. In this respect, inquiries and coordination with all persons concerned can unfortunately not be avoided. In addition, the declarations that are required as a prerequisite for the compensation payment must be signed by all required persons (i.e. by the booking person or persons and all travel participants as well as the holders of accounts and credit cards that were used to pay the travel price).

One or more of the tour participants are minors. Who has to sign the declarations for minors?

As part of the registration process for the voluntary compensation payment, you will be asked to make various declarations to the Federal Republic of Germany. Regardless of who booked the trip, such a declaration is required for every underage participant. Minors cannot make these declarations themselves. In place of the minors must his legal representatives sign for the minor.

  • As a rule, both parents, as “legal representatives”, must therefore make the declarations for the underage travel participant. If there is only one parent or if only one parent has custody, the signature of the parent with sole custody is sufficient.
  • If the parents do not have custody and the minor has a guardian, his / her signature is required. The guardian must check whether a family court approval is required for submitting the declarations in the registration process for the voluntary compensation payment in individual cases.
  • If the parents are not entitled to parental custody in certain matters, a carer must be appointed. If the group of duties of the carer also includes one or more of the declarations in the registration process for the voluntary compensation payment (e.g. if the carer is appointed for the group of duties "asset care"), the signature of the carer appointed for this group of duties is required. Please note: A carer is not comparable to “foster parents”. Rather, it is usually a court-appointed person who takes on the legal representation of the minor for the scope of duties for which he is appointed. “Foster parents”, on the other hand, are people who regularly look after the child in their household, but who do not also legally represent the child.

In what amount does the federal government make a voluntary compensation payment? Are payments from third parties to be taken into account?

The federal government intends to compensate package travelers for the difference between their payments to be reimbursed to the tour operator and what they get back from Zurich insurance or from another party.

For example, if you paid the tour operator an advance payment of EUR 1,000.00 for a booked trip that you could not take and you will receive a total of EUR 175.00 from a third party, for example from Zurich Insurance, the compensation payment amounts to EUR 825.00.

By Offsetting of reimbursements from third parties, the voluntary compensation payment does not apply in full or in partif amounts that have been withdrawn from an account by direct debit or transferred from an account are reversed using the procedures provided for this purpose. The same applies if a credit card payment is retrieved using the so-called "chargeback procedure" provided for this purpose.

Likewise are Travel cancellation insurance benefits plus any deductible to be borne, to be offset against the compensation payment if a travel participant has withdrawn from the booked package tour. This means that no compensation can be claimed even in the amount of the deductible.

Even payments that package travelers have already made Bankruptcy estate should have received, are to be offset against the amount of the compensation payment.

Additional demands (for example legal costs, interest) are paid within the framework of the announced voluntary compensation payment from the Federal Republic of Germany not reimbursed.

Do I have to try a credit card chargeback?

Yes, in the event that your trip was canceled as a result of the bankruptcy of your tour operator. The voluntary compensation payment from the federal government is only made on the condition that you have initiated at least one credit card chargeback procedure. The credit card chargeback is a voluntary procedure that, in certain cases, enables payments made with credit cards to be reimbursed. If you have not yet initiated a chargeback procedure, you must do so and apply for a chargeback procedure immediately.

Who do I contact if I have paid all or part of the travel price with a credit card in order to initiate a credit card chargeback?

  • For Mastercard / Visa: The application for credit card chargeback must be submitted to the bank or institution with which you have concluded the credit card contract (= "credit card issuing body"). For more information, please contact your credit card issuer directly.
  • Other credit cards: Please contact the bank or institution with which you have concluded the credit card agreement regarding the application for a credit card chargeback procedure.

I was traveling at the time my tour operator filed for insolvency and I incurred additional costs on site in connection with the insolvency of my tour operator due to renewed payment of travel services. Which additional costs on site can be taken into account in the voluntary compensation payment from the federal government?

Eligible are only Costs for (partial) services of the package travel contractthat had to be paid again on site due to insolvency in order to be able to use the booked (partial) service. This applies, for example, to accommodation or food costs, for which package travelers had to pay again on site at the hotel. Here, too, Zurich insurance payments or reimbursements from other sources are deducted when calculating the voluntary compensation payment by the federal government.

Not eligible are, however, services that were booked for the first time on site to the package tour and that are not listed as a travel / partial service in the package tour booking, i.e. in your travel confirmation / invoice. This can, for example, be an excursion package that you have only booked on site at the hotel.

I was traveling at the time my tour operator filed for bankruptcy and I was not provided with transfers (for example from the airport to the hotel) in connection with the bankruptcy of my tour operator. I therefore had to organize and pay for alternative transport on site. Are these costs taken into account in the voluntary compensation payment from the federal government?

Only costs for (partial) services of the package travel contract can be taken into account. The transfer that is not available must therefore be listed as a travel / partial service in your travel confirmation / invoice. In this case, the costs of an alternative local transport can in principle be registered for the voluntary compensation payment. Please enter these costs in the Thomas Cook Bundportal under the heading "Renewed payment of partial services". In the previous section "Partial services not provided", however, the costs are not to be recorded, since only partial services that have failed without replacement are to be entered there.

My package tour was canceled due to the bankruptcy of my tour operator. Can I also claim costs for the voluntary compensation payment from the federal government that I have incurred in connection with the planned trip, but that are not covered by my package travel contract with the insolvent tour operator (for example booking a rental car at the holiday destination)?

No. If you have booked something in addition to your package travel contract with regard to your planned package tour, this cannot be taken into account in the voluntary compensation payment by the federal government. For the voluntary compensation payment of the federal government are only the costs for travel services that are listed in your travel confirmation / invoice are relevant and were therefore also covered by the security certificate for this package tour.

What requirements must be met so that I can submit my registration electronically to the Federal Republic of Germany?

The prerequisite is that the package travelers have asserted their claims against Zurich insurance (via the processor KAERA or TravelSafe) and have registered their claims with the insolvency administrator.

For travelers of the German tour operators of the Thomas Cook Group (Thomas Cook Touristik GmbH and Bucher Reisen & Öger Tours GmbH), a link to the Thomas Cook federal portal is activated on the side of the insolvency administrator in the respective user account, via which the package travelers can access the input mask for registering a voluntary compensation payment from the federal government. Travelers of Thomas Cook International AG based in Switzerland and travelers of Tour Vital Touristik GmbH create a user account in the Thomas Cook federal portal after registering their claims with the respective insolvency administrator and issue a transfer authorization for the data available to the respective insolvency administrator.

Do I have to upload or submit travel documents, in particular travel confirmations / invoices or invoice receipts?

Yes, certain receipts, documents and declarations must be uploaded in order to check the registrations for the voluntary compensation payment by the federal government to the package travelers concerned. This is necessary in order to be able to check the registrations for the voluntary compensation payment by the federal government and thus to ensure an appropriate payment to the package travelers concerned.

Which documents should I have to hand for registering for voluntary compensation?

Package travelers should have the following documents to register for the voluntary compensation payment (either in one of the file formats .pdf, .png, .jpg or .tiff or photographed or scanned in corresponding paper documents):

  • last valid travel confirmation / invoice for your package tour,
  • Notification from ZURICH (KAERA or Travelsafe) about the (expected) payment (if already received),
  • (for package travelers who were traveling at the time your tour operator filed for insolvency) Receipts and evidence showing the costs incurred on site, which are registered,
  • (if applicable) evidence of payments made to the tour operator,
  • Proof of an application for a credit card chargeback (if applicable),
  • Proof of payment reimbursements (if applicable), for example travel cancellation insurance benefits, credit card chargeback, direct debit reimbursements.

I have received several travel confirmations for my package tour. Do I have to upload all travel confirmations / invoices when registering for the voluntary compensation payment in the Thomas Cook federal portal?

When registering for a voluntary compensation payment for a package tour, only the most recent travel confirmation / invoice must be uploaded. This provides information about the package tour that was finally booked and your payments made or payments still to be made.

There is a difference between the price of all booked services according to the travel confirmation / invoice and the payments I made to my tour operator. What are the reasons for this?

There could be several reasons for this, for example:

  • During the booking process, new travel services were added or canceled or the number of travel participants changed, so that the price of all booked services has changed. Please check whether you have the updated, most recent travel confirmation / invoice that takes all changes into account.
  • You used a voucher when booking your trip. If you had one or more vouchers that you used to pay part or all of the travel price, please note the following:

    • Only personalized vouchers (e.g. "Sorry" vouchers) can be taken into account when determining the compensation payment.
    • Non-personalized vouchers (e.g. "BLACK FLYDAY" or "SOMMER19"), on the other hand, represent a discount on the travel price and can therefore not be taken into account.

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Questions about the Thomas Cook Bund portal

How do I get to the Thomas Cook Bundportal?

Travelers from the German tour operator of the Thomas Cook Group (Thomas Cook Touristik GmbH and Bucher Reisen & Öger Tours GmbH) can access the Thomas Cook Bundportal by registering with the respective insolvency administrator via an existing user account in the insolvency portal https://thomas-cook.insolvenz-solution.de . A separate user account for the Thomas Cook Bundportal is not required.

First of all, you have to register for the insolvency table in the portal of the respective insolvency administrator. Once you have logged in, you will see an access link to the Thomas Cook federal portal in the portal of the insolvency administrator responsible. You can use this link to register for the voluntary compensation payment from the federal government. The link in the portal of the respective insolvency administrator is the central access to the Thomas Cook federal portal. This access channel should also be used if you have interrupted your registration for the voluntary compensation payment by the federal government in the Thomas Cook federal portal and therefore have to log in again.

Thomas Cook International AG travelers based in Switzerland and travelers from Tour Vital Touristik GmbH After registering with the insolvency administrator responsible for them, register directly in the Thomas Cook federal portal for their respective tour operator.

Travelers from Thomas Cook International AG register via https://tc-international-bmjv.insolvenz-solution.de, travelers from Tour Vital Touristik GmbH via https://tour-vital-bmjv.insolvenz-solution.de.

Travelers from Thomas Cook International AG and Tour Vital Touristik GmbH should only use the Internet address of the Thomas Cook Bund portal provided for their tour operator. Your registration cannot be processed via one of the Internet addresses of the Thomas Cook federal portal for package travelers from other tour operators.

After you have created a user account, please authorize the data retrieval and data transmission for the data available to the respective insolvency administrator. As soon as the data for use for the Thomas Cook federal portal has been transmitted and entered, we will generate a personal identification number (PIN) for you in the next step. We will send you this PIN by post. Please note that this can take some time. You can then log into the Thomas Cook Bund portal again at any time with your PIN and continue your registration for the voluntary compensation payment.

What information can be found in the Thomas Cook Bundportal under the heading "Claim selection"?

In the "Claim selection" section you will find an overview of one or more insolvency claims that you have made for your package travel contract (s).

For package travelers from Thomas Cook Touristik GmbH and Bucher Reisen & Öger Tours GmbH:

  • If you have received a claim PIN from the insolvency administrator and used it to register in the administrator's portal, you will find your insolvency claims in the category “Insolvency claims from package travel contracts for which the claim for compensation can be registered”.
  • If you did not use such a claim PIN when registering in the portal of the insolvency administrator, your insolvency claims are assigned to the category "Insolvency claims for which we have no detailed information." By clicking on the button labeled “Register the use of the compensation payment for this claim”, you will get to the federal government's extended input mask. There you can register for the voluntary compensation payment.

How is the Thomas Cook Bund portal structured?

The Thomas Cook Bund portal is essentially structured in a modular manner. This means that you can make your entries for registering for voluntary compensation payment subject-related in individual sections.

Do I have to fill in all the sections of the input mask in the Thomas Cook Bund portal?

Certain categories will only be shown to you if they apply to your travel booking.

If you are one of the package travelers whose trip has been canceled, you will not see certain categories. Because these categories only apply to package travelers who had already started the trip at the time of the bankruptcy application of your tour operator.

How is it ensured that only package travelers who are affected by the insolvency of Thomas Cook Touristik, GmbH, Bucher Reisen & Öger Tours GmbH, Thomas Cook International AG and Tour Vital Touristik GmbH can receive a voluntary compensation payment from the federal government?

Various security measures are provided in the Thomas Cook federal portal to detect misuse or attempts at deception.

Why are some data fields already filled in with values ​​when the Thomas Cook Bund portal is opened for the first time?

The values ​​result from the databases available to the respective insolvency administrator, in particular from the financial accounting of the insolvent tour operator. This information has already been transferred to the input mask to make it easier for you to log in. You can find our data protection information here.

Can I change existing information in the input mask?

Yes, you can change certain existing information in the input mask if you do not think they are correct. Please note that if you make a change, you will have to upload documents that prove the change you have made.

The website is not working properly. What can I do?

Please note that the use of the Thomas Cook Bundportal requires an up-to-date internet browser. Various browser extensions can impair functionality. We therefore recommend using the latest version of one of the following browsers (without activated browser extensions): Google Chrome, Mozilla Firefox, Apple Safari, Microsoft Edge. Should you still have problems with the functionality of this website, please try the "incognito mode" (Google Chrome), the "private window" (Mozilla Firefox), "in private window" (Microsoft Edge) or "private surfing" (Apple Safari).

I've moved and / or I've changed my bank details. What should I do?

Package travelers from Thomas Cook Touristik GmbH and Bucher Reisen & Öger Tours GmbH: You can view and adjust the data you have provided in the “creditor area” of the insolvency administrator.

Package travelers of Thomas Cook International AG, based in Switzerland, and Tour Vital Touristik GmbH: You can make changes to your stored data directly in the Thomas Cook federal portal when you log in under "Edit master data".

Why can I not provide any information on the sections "Partial services not provided" or "Repayment of partial services"?

The corresponding categories are only displayed to package travelers who have already started their trip. Because only these package travelers may not have received individual booked and already paid travel services such as an excursion or had to pay again on site for individual booked and already paid travel services.

I do not yet have a user account in the Thomas Cook Bundportal. What should I do?

Package travelers from Thomas-Cook Touristik GmbH and Bucher Reisen & Öger Tours GmbH can register in the federal insolvency portal with the user ID that you also use in the insolvency portal of the respective insolvency administrator at hww. If you do not yet have a user account with the insolvency administrator portal from hww, you must first register there. After this registration you can use the federal insolvency portal with the appropriate user ID.

Package travelers from Tour Vital (Tour Vital Touristik GmbH) or from Thomas Cook International AG, on the other hand, use the registration process that is offered to them on the respective website provided for you.

Travelers from Thomas Cook International AG register via https://tc-international-bmjv.insolvenz-solution.de, travelers from Tour Vital Touristik GmbH via https://tour-vital-bmjv.insolvenz-solution.de.


For further questions about the Thomas Cook Bund portal

I have more questions about the registration process. Whom can I contact?

For problems with the registration process in the Thomas Cook federal portal for processing the voluntary compensation payments from the federal government, a hotline is available on working days from 8 a.m. to 8 p.m. on +49 (0) 361 606 670 12 for affected package travelers.

Please understand that due to the high number of package travelers affected, waiting times on the hotline can be expected, especially in the first few weeks after the Thomas Cook Bund portal went live.

Please therefore first use the help in this document "Frequently Asked Questions and Answers" as well as the help text and the explanations that are available to you in the Thomas Cook Bundportal.

Further information