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Thomas Cook crisis – here is what you can do if your airline goes bust

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THE COLLAPSE of Thomas Cook, the world’s oldest travel company, has caused another holiday meltdown; leaving hundreds of thousands of travellers stranded and many half term and winter travellers without a holiday.

But when does your travel insurance kick-in with a crisis like this, and are there ways to protect yourself from the continuing travel issues the UK is facing? Can you buy travel insurance to protect yourself?

Fiona Macrae, from the consumer awareness initiative travelinsuranceexplained.co.uk, gives advice on what you should do if your holiday provider goes bust.

What if I have purchased my flight as part of a package holiday through a tour operator?

If you have purchased a package holiday from Thomas Cook, you will not be left out of pocket. Thomas Cook hold an Air Travel Organiser’s Licence (ATOL). This means they are responsible for your flight and accommodation arrangements if you are already abroad. Those who are already abroad should not panic, the Civil Aviation Authority are already working to bring holidaymakers back to the UK at the end of their holiday.

If you have a future package holiday booked with Thomas Cook, you can submit a claim and your money will be reimbursed.

If I made my own holiday arrangements, can I get compensation?

Travellers, who booked directly with Thomas Cook but have yet to travel, will have various avenues available to them to recoup their flight costs. If the flights are ATOL protected you will be able to make a claim to get the cost back. However, if they are not ATOL protected, travellers can approach their credit card provider (or if they paid by debit card, their bank) and obtain a chargeback form. However, they will not be able to claim back any other elements of their trip (hotel, car hire etc.) from their bank or credit card company which they have had to cancel because of the Thomas Cook collapse.

But will my travel insurer pay up?

Once you have exhausted all of the avenues detailed above, you can approach your travel insurer, but do not expect to be able to claim under the conventional cancellation, curtailment or travel delay sections of the policy. Most travel policies do not provide cover under these sections for the failure of an airline, tour operator or travel agent.

The section you are looking for will be called either Scheduled Airline Failure, or End Supplier Failure.

If your policy has Scheduled Airline Failure, then you will be able to claim back the cost of your flight if you are unable to travel, provided you purchased your policy before any formal announcements were made. If you are abroad the policy will pay the cost of a one-way ticket (in the class you originally booked) to get you back home. It will not cover your unused elements of the holiday such as hotel and car hire.

If your policy has End Supplier Failure then you get both the scheduled airline failure cover and the cost of any other elements of their trip (hotel, car hire etc) which you have had to cancel because of the Thomas Cook collapse.

Fiona Macrae from travelinsuranceexplained.co.uk said: “Thomas Cook customers should explore whether the travel arrangements they have booked are ATOL protected before checking their travel insurance policies to see whether they are covered for scheduled airline failure. This cover would provide cover for the costs of the flight (if they have not travelled) or the cost of a flight home (in the same class they travelled out in if they are already abroad), or end supplier failure, which would provide cover for the costs of the flight (if they have not travelled) or the cost of a flight home (in the same class they travelled out in if they are already abroad), and also things like hotels and car hire, which have been paid for and can no longer be used.

“In these uncertain times, we would urge anyone buying a travel insurance policy to look for one that provides the scheduled airline or end supplier failure. These policies may be slightly more expensive, but would be a couple of pounds well spent if you find yourself in a situation like this.”

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Public engagement exercise over new hospital between St Clears and Narberth

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HYWEL DDA is asking the people of Pembrokeshire to help it further shape and deliver future services by taking part in a six-week engagement exercise.

Since the publication of its strategy, A Healthier Mid and West Wales: Our Future Generations Living Well in 2018, the health board has worked with partners to provide care and develop services. However, the coronavirus pandemic has had a major impact on health and care services. As a result, the health board now wants to learn from the public about how the pandemic has affected their health and care, and access to it.

This week, Hywel Dda UHB has been distributing a discussion document for the public to consider, along with a questionnaire for completion.

Hywel Dda UHB is also asking for the public’s feedback in relation to its long-term strategy to develop and build a new hospital in the south of the Hywel Dda area, somewhere between and including St Clears, in Carmarthenshire, and Narberth, in Pembrokeshire.

This location is the most central for most of the population in the south of the Hywel Dda area, and it was determined through the public consultation held in 2018.

The public is also being asked to nominate sites for a new hospital based four criteria:

The nominated site must be within the zone between and including St Clears in Carmarthenshire and Narberth in Pembrokeshire. This location is the most central to most of the population in the south of the Hywel Dda area.

The nominated site should be a minimum of 35 acres of reasonably developable land.

The nominated site should have realistic prospects of obtaining planning permission for a new hospital.

There should be appropriate transport infrastructure for a major hospital site.

Steve Moore, Chief Executive of Hywel Dda UHB, said: “The global pandemic has had a major impact on all areas of our lives so it’s crucial that the health board considers, reflects and learns from this extraordinary period. This engagement exercise will allow the public to tell us in their own words how COVID-19 has affected their health and care, and access to it.

“I would encourage as many people as possible to participate because the feedback we receive will play a major role in helping shape future services. This in turn will allow us to deliver on our long-term commitment for a healthier mid and west Wales.

“I would also stress that this engagement exercise is part of an ongoing process. Over the coming months and years, we plan to engage with the public, stakeholders and partners on a wide variety of issues, such as service models. Everyone will have their chance to give their views and opinions because we are committed to continuous engagement with the public to ensure we provide the best possible care.”

The engagement exercise will run until Monday June 21.

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Paul Sartori taking action to support climate with National Lottery grant of nearly £14,000

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LOCAL hospice at home charity, Paul Sartori Hospice at Home, is taking action to support the climate with the installation of solar panels at its main head office in Haverfordwest, Pembrokeshire.

The charity which delivers end of life care services across Pembrokeshire, has been awarded a grant to fund the purchase and installation of solar panels at Paul Sartori House, Winch Lane. This investment is part of an ongoing commitment to address the climate emergency and the charity joins many others who are taking action. Paul Sartori was one of 35 community groups, who were selected to take part in the Climate Action Boost scheme, funded by The National Lottery Community Fund.

Working alongside Renew Wales, a partner in the initiative, the group explored methods to help tackle the causes and consequences of climate change, and to operate more sustainably. A number of options were discussed to reduce their impact on the environment and Renew Wales helped the charity to develop an environmental action plan, which is to be implemented over the coming months. The scheme available to cover a variety of environmental reduction activities, including renewable energy, reducing consumption, local food and reduced or less impactful travel.

Paul Sartori Hospice at Home wouldn’t normally be associated with environmental activity. Through regular consultation over many months, the charity has been really encouraged by what they have learnt.

“We have invested a lot of time in developing the plan; discussed a number of alternatives along the way, but feel that the solar panel installation will have the biggest impact for the charity in the long term”, said Sandra Dade, Charity Manager. “The National Lottery Climate Action Boost has really inspired our charity to minimise our impacton the environment and we will continue this journey,” added Sandra.

Jemma Nurse, Funding Manager at The National Lottery Community Fund said, “The climate emergency is everyone’s business, which is why The National Lottery Community Fund is acting to support and inspire communities to minimise their own impact on the environment. We are proud to be a significant funder of environmental projects and Paul Sartori Hospice at Home, along with the other groups participating in Climate Action Boost, will play a valuable part in building our knowledge so we can share our learning with other funders across Wales and the UK.”

The services provided by the Paul Sartori Hospice at Home enable people in the later stages of any life-limiting illness to be cared for and to die at home with dignity, independence, pain free and surrounded by those they hold most dear, if that is their wish.

All of the services are free of charge, available 24 hours a day, 365 days a year, thanks to the generosity of the Pembrokeshire Community. Further information on the charity and its services can be obtained by visiting their website www.paulsartori.org, or by phoning 01437 763223.

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New nursing service to support carers of people living with dementia

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HYWEL DDA UNIVERSITY HEALTH BOARD, in partnership with Dementia UK, is launching a new nursing service to support carers of people living with dementia.

The Admiral Nurse service will be a significant addition to the current support available to people living with dementia and their carers. The initiative is in line with the Dementia Action Plan for Wales 2018-2022, a Welsh Government strategy that aims to recognise the rights of people with dementia, make them feel valued, and help them live as independently as possible in their communities.

The team will cover Carmarthenshire, Ceredigion and Pembrokeshire with a focus on delivering person–centred and relationship-centred dementia care. The Admiral Nurses will work collaboratively in a family-centric manner, across health and social care pathways, to provide support, expert guidance & practical solutions to enable families/carers, including the person living with dementia, to maximise their wellbeing and improve the experience of those affected by dementia.

Dementia UK is the only charity in the UK dedicated to supporting families affected by dementia through dementia specialist Admiral Nurses.  When things get challenging or difficult for people with dementia and their families, Admiral Nurses work alongside them, giving the compassionate one-to-one support, expert guidance and practical solutions that can be difficult to find elsewhere. They are a lifeline, helping families to live more positively with dementia in the present, and to face the challenges of tomorrow with more confidence and less fear.  

The service launched on 29th March 2021 and is now accepting referrals.

Charlotte Duhig, Admiral Nurse Clinical Lead, said: “I am honoured to be leading this new service to support carers and families of people living with dementia across the counties served by Hywel Dda University Health Board. The COVID-19 pandemic has been an incredibly challenging time for people living with dementia and their carers but I’m confident that this much-needed service will make a difference to the lives of those affected by dementia.

“Having previously set up an Admiral Nurse Service, I know the benefit of working as an Admiral Nurse as families can get the emotional and practical support to allow them to plan for the future. Health and social care professionals can also take advantage of our in-depth knowledge of dementia.”

Dr Hilda Hayo, CEO and Chief Admiral Nurse at Dementia UK, says: “We are delighted to announce this new Admiral Nurse service in partnership with Hywel Dda University Health Board. The fact that this service extends to a large rural area within West Wales, with the support of two Welsh-speaking Admiral Nurses, means that we are improving access to dementia specialist support for families.”            

To be able to access this service, the following referral criteria applies:

  • The person being supported/cared for by the carer has a diagnosis (or likely diagnosis) of dementia.
  • The person with dementia and/or carer lives in Carmarthenshire, Ceredigion or Pembrokeshire (or is registered with a GP in those areas).
  • The carer agrees to their referral to the Admiral Nurse
  • The carer should have identified need(s) that impact upon their caring role or as a consequence of their caring role*

If you are a health or social care professional or 3rd sector working with someone you believe this service could benefit, or you are a carer of someone living with dementia and would like to be referred to the service, please contact a health or social care professional who can refer you. 

For further information, contact the nursing team direct:

Clinical Lead: Charlotte.Duhig@wales.nhs.uk

Admiral NurseContact detailsLocality covered
Bethan BulmanBethan.Bulman@wales.nhs.ukCeredigion North
Donna Phillips Ceredigion South
Emma VenablesEmma.Venables@wales.nhs.ukPembrokeshire North
Rosie BellRosie.Bell@wales.nhs.ukPembrokeshire South
Siriol DyerSiriol.Dyer2@wales.nhs.ukCarmarthenshire (3Ts)
Liz WrightElizabeth.Wright@wales.nhs.ukCarmarthenshire (Amman Gwendraeth)
Donna OwensDonna.Owens2@wales.nhs.ukCarmarthenshire (Llanelli)
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