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Frequently asked questions...

    General Questions

  • We're always here to help. There's lots of support available on our site, so the answer to your question is just a click away.

    But if you need to contact us, just chat to one of our Travel Advisors (to the left of this page) or call 01733 224808.

  • Don't worry, just follow these two easy steps:-

    Please check your email Spam, Junk or Trash folders. Your e-docs subject header will read "IMPORTANT Your travel documents".

    Still not received them?

    Then simply click here, fill in your details and we will email your e-docs within the next 3 working days.

  • If you need to make an amendment to your booking, just click on the chat button to the left of this page or give us a call on 01733 224808.

    If you have a simple accommodation request such as a low floor or quiet room, then please fill out our request form click here.

  • We hope you’ll never have to make a complaint. But if you do, please click here to get details on how to contact us.

    To submit an EU 261/2004 claim, please click here.

  • Transfers are included automatically in most of our package holidays. We will confirm this in the booking journey and on your travel e-docs.

  • You can submit your special request here online.

    We will add this to your booking and email you a confirmation of this request.

    Please Note: Special requests cannot be guaranteed although our in-resort teams and hoteliers will try their best to accommodate your request.

    Airline Questions

  • We tailor-make holidays at Thomas Cook so that they are 100% suited to each customer, that means luggage can vary from 0kg up to 45kg included per person.

    You baggage allowance is listed in your holiday documents or you can click here to find out more.

    If you would like to increase your luggage allowance on a Thomas Cook Airlines flight, please click here.

  • Thomas Cook Airlines are pleased to be the UK's first Charter airline to offer online check-in to our passengers.

    Online check-in opens 48 hours prior to your flight departure and closes 24 hours before your flight departure.

    Passengers who have not pre-selected their seats will be allocated seats automatically. We will do out best to allocate seats together, however this is not guaranteed.

    Online check-in is not currently available for flights to The United States of America, Mexico, Domincan Republic, Cuba, Barbados, Antigua, St Lucia and India.

    Should you experience a problem printing, the airport desk's will be able to print these off for you.

  • Choose Your Seat enables you to select your own seat on a Thomas Cook aircraft.

    Thomas Cook Airlines Choose your Seat

    All other Airlines Click here.

    Passengers will be allocated the same seats for both the outbound and homeward flights at the check in desk. Should you want to upgrade to exit/extra legrooms seats this can be arranged with the check in desks in the UK.

  • Advance Passenger Information (API) is the information that is required from your Passport which is passed on to the relevant authorities before you travel.

    If you are travelling on an Identity Card, your API cannot be completed online and will be collected at check-in, please click here to add your API.

  • We want to say that we are really sorry that you had a flight delay with us.

    As you know, we wanted to fully investigate your claim for your flight delay but we had to wait until the Huzar vs. legal case had been heard.

    On 31st October 2014 a decision was made by the Supreme Court. This ruling confirmed that a number of technical incidents leading to flight delays can no longer be classified as extraordinary. This is different to previous guidance given by the UK CAA and other national enforcement bodies.

    We have accepted this new decision so we are now reviewing the new information and all of our customers’ cases in light of the recent change. As a result we are currently experiencing a higher volume of claims than normal so we’re sorry it could take us slightly longer to fully investigate your case and respond to you.

    We are taking steps in Customer Relations to look into each case thoroughly.

    Our first step is to send you an acknowledgement if you currently have an open case with Customer Relations so you know we are aware of your complaint and you might already have this.

    We will then look to investigate your claim to see if the decision has changed your outcome then we will contact you by email or letter to let you know.

    We will send you updates via e-mail/text message so that you stay informed throughout this process because it could a little longer than normal because of the volume we have.

    Thank you for understanding and being patient whilst we get to your case. As soon as we have acknowledged all of our customers cases, we will update you with another message here on our website to tell you the next steps.

  • If you would like to request special assistance at the airport or in resort, please click here.


In-flight Services 

New Premium Cabin

For a closer look, check out our new Premium Cabin

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Special Assistance

Get help arranging your special assistance when flying with Thomas Cook Airlines

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In-flight Magazine

Detailed in our latest guide are the items we have available for sale on our flights.  Enjoy!

Find out more >

In-flight Entertainment

Download our in-flight magazine and bar menu


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