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AFP
The refund website for Thomas Cook customers who have booked holidays with the company is struggling to cope with the demand on the first day of operation.
The client has informed the BBC that they have tried to submit a claim form to the BBC several times but still received an error message.
Civil Aviation Bureau handling refund process Tweets called "unprecedented demand" It caused a problem and urged the user to try later.
Aviation regulators must refund a total of 360,000 customers.
The CAA said it would take 60 days for people to get their money back.
Several people told the BBC that they had completed the form, but when they tried to submit the form, they received the message "An unhandled error occurred while processing this flow. Please contact your administrator."
CAA said the system was working, but there were some flaws that urged people to be patient. It has already received 11,500 completed forms.
Joly Shapley said he tried to make his claim at 08.16am to the BBC but was unsuccessful.
"I called the helpline at 8:20 am and arrived in the call handler 10 minutes later. [there was] I had no problem trying several times, but I told him I couldn't claim on the phone.
"Since then I have made seven additional attempts to complete this online form. Sadly, the CAA had more time to prepare for this process but it seems too weak for that purpose," he said.
Sue Nicolson said he had tried to submit his claim 12 times.
"The 60-day timescale for refunds starts only after the claim has been received, so how much longer do you have to wait for the thousands of pounds owed on the holiday you are leaving this Friday?" She said.
The CAA said that people have to wait up to 60 days for a refund, but those paid by debit will get their money back by October 14.
Anyone who purchased a package vacation with Thomas Cook is covered by the air travel organizer's licensing scheme (Atol). The customer would have received an Atol certificate when booking. This means that all vacation costs booked in the reduced company will be refunded.
The CAA launched a refund website due to land landing the final flight to bring back holidaymakers by emergency repatriation.
The remaining passengers who have not returned to a CAA-configured flight will be refunded for passengers covered by the Atol scheme, but will have to plan their own.
CAA chairman Dame Deirdre Hutton said the two-week operating Matterhorn, which returned 150,000 passengers back to the UK, ended last month after the package tour company collapsed.
"Employees worked to help everyone like Trojans 24 hours a day, but now there are only two," she said in a refund procedure.
Staff left for free
Meanwhile, the employee of the collapsed company was not paid in September and had to apply for redundancy payment services (RPS) of bankruptcy services for salary and redundancy-related payments.
About 9,000 employees in the UK remained unemployed when the business failed to secure a final ditch rescue contract.
The travel agency collapsed in early September 23 after failing to obtain rescue funds from the bank.
The MP was initiated by the Business, Energy and Industrial Strategy Committee, which focused on stewardship of the company's directors.
The financial reporting committee, the accounting supervisory authority, will also investigate the audit of the company.
Are you one of those left over from Thomas Cook's holiday today? e-mail haveyoursay@bbc.co.uk.
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