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Where can I find medical advice?

At Thomas Cook Airlines, we want you to have everything you need to make your journey comfortable and enjoyable. That's why we offer a comprehensive range of pre-bookable services designed to meet your specific needs. Just choose the service you require and call us no later than 48 hours before your departure (can be booked as early as the day the reservation is made) to make your request. We'll take care of the rest.

A carer must travel with any passenger who does not meet the DFT (Department for Transport) code of practice definition of self reliance.In establishing whether someone is "self-reliant" the DFT stipulate that the passenger should be independent in the following areas:

Feeding - the passenger should be capable of feeding themselves. Cabin crew could still expect to assist with opening food containers and describing catering arrangements to blind people.
Lifting - the passenger should be capable of moving from a passenger seat to an on-board wheelchair.
Toileting - the passenger should be capable of using the toilet facilities unaided.
Communicating - the passenger should be able to communicate with cabin crew and understand their advice/instructions.
Medicating - the passenger should be capable of administering their own medicines and medical procedures.
Breathing - the passenger should not be reliant on supplementary oxygen.

If you are not self-reliant (capable of taking care of all your physical needs independently in-flight) a carer is required for travel to take care of these needs. The carer must purchase a ticket at the same time.

A carer can travel with a maximum of 2 passengers requiring additional assistance as outlined above.
Due to CAA (Civil Aviation Authority) regulations, any persons with reduced mobility or any physical disability or intellectual impairment cannot be allocated seats adjacent to the emergency exits.

Additional Assistance

If you require any additional assistance at the airport, during your journey or on arrival, simply call us no later than 48 hours before your departure and we'll make sure help is at hand.

Customers requiring additional assistance

Thomas Cook Airlines is committed to looking after all its customers and none more so than those who may require additional assistance. Should you feel you have a need for particular support please contact us on +44 (0)844 855 0515 so that we can ensure that our customer service team deliver the best possible service.

Advice for passengers requiring additional assistance or medical conditions

Some medical conditions require a fitness to fly certificate. If you consider yourself to have a condition that will require your G.P. to give authorisation for travel, please obtain a certificate from your G.P. stating you are fit to travel prior to contacting ourselves. If in doubt please contact us on +44 (0)844 855 0515.

Thomas Cook Airlines welcomes those who might require a little extra assistance (for example) due to, age or disability, and our cabin crew will do all they can to make sure your flight is enjoyable. To ensure all the assistance you require can be arranged, we request that you check with us before booking your holiday. This is because facilities and services vary from country to country and airport to airport. The airport will signpost designated points for passengers with reduced mobility.

Wheelchair Users

If you have your own wheelchair, this will be carried free of charge in addition to your normal baggage allowance. Since a wheelchair is carried in the hold and collected in the baggage reclaim area, we advise that it is adequately insured against loss or damage since the airline liability is limited.

Electronically powered wheelchairs will be accepted for travel, providing that the general conditions for their carriage, as outlined in the IATA Dangerous Goods Regulations, are met. These relate to the batteries used to power wheelchairs. Since the batteries will remain attached to the wheelchair, it is important that the wheelchair can be easily stored in an upright position when collapsed for carriage. Batteries must be disconnected and the battery terminals insulated to prevent accidental shorting.

If you are a wheelchair user or have reduced mobility, you need to call us on 0844 855 0515 prior to booking, to request assistance service at airports. If you do not request this in advance we cannot guarantee that this service will be available, as there is a limit on the number of passengers with reduced mobility and the number of wheelchairs we are able to assist on the day with no pre-notification.

Assistance Dogs

We are able to carry guide dogs on many routes, please call our customer service team on 0844 855 0515 for full details.

For more information on Pet Travel Scheme you can call or make contact in the following ways:

PETS Help Line: +44 (0) 870 241 1710 Monday to Friday 0830 'til 1700
PETS Website: www.defra.gov.uk/animalh/quarantine  
PETS Email: pets.helpline@defra.gsi.gov.uk

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