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The body repaying money owed to Thomas Cook customers after the tour firm collapsed has apologised to thousands of customers facing refund delays. Paul Smith, director at the Civil Aviation Authority, said "we are very sorry" and promised the CAA is "working tirelessly" to process payments. Despite £160m having already been refunded, he told the BBC well over 50,000 customers were still owed money. Incomplete claim forms and attempted fraud were adding to delays, he said.
Thomas Cook collapsed on 23 September, after failing to obtain rescue funds from its banks. Some 150,000 travellers had to be repatriated back to the UK during a two-week operation run by the CAA. A refund process was opened on 7 October for customers covered by Atol-protected insurance.
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