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Contact us

How to Contact Us

Need help making a booking?

We’re an online travel agent but that doesn’t mean you have to work it all out on your own. We’re right here for you, just like a high street agent would be – and that includes helping you to book. Just tell us what you need and we’ll sort it.

Give us a call on 020 8016 3295.

We're here to help you book Monday to Saturday, 10am - 5pm, UK time.

Need help with an existing booking?

Before you travel

You can manage your booking by logging into My Account – you’ll need to create one if you haven’t already. It’s easy to set up and once you’re in you can:

         • Find your holiday documents
         • View your payment schedule
         • Make any outstanding payments

You'll also find the answers to a lot of your questions on our holiday FAQs page. And if you need to amend or cancel your booking, we've included some useful info further down this page to help you out.

How to contact us before your holiday
Chat with us

Need support with your existing booking? Get in touch on Live Chat or WhatsApp! Both are available 10am - 6pm, Monday - Saturday.

Our WhatsApp chat number is +447723475678. Save it in your phone and let us know how we can help. Just remember, we can only receive messages via WhatsApp, not calls.

Please message us instead
Please message us instead

We don't want to keep you hanging on the phone, so drop us a note on WhatsApp or Live Chat and we'll get back to you as soon as we can.

During your holiday

First up, speak to your hotel or airline if something isn't quite right or you have any queries while you’re away. Like us, our partners always want you to have a fantastic holiday – they want the opportunity to fix it. Plus, if you don’t tell them about it, they may reject any complaints you raise once you get home.

If for any reason your hotel or airline can’t help you, give our On Holiday Support team a shout! We’re your next port of call as your online travel agent and more than happy to do what we can to get your holiday back on track.

How to contact us when you're on holiday
Message our On Holiday Support team

If you’re on holiday right now and need support, WhatsApp our On Holiday Support team 7am - 7pm any day of the week:

         +447360543297

Save it in your contacts to get started. But remember, we can’t take calls via WhatsApp, only chats.

Phone our On Holiday Support team
Phone our On Holiday Support team

You can also phone us 24/7 for any help you need during your holiday:

         +44 (0) 20 8016 3297

Remember, this number's only for On Holiday Support.

After your holiday

We hope you had a brilliant time! But if you do need to contact us for any reason once you’re back home, fill in our support form with as much detail as you can. Remember to add your email address so we can get back to you.

What happens next?

         • We’ll let you know we’ve received your form within 48 hours.
         • And we aim to respond in full within 28 days.

Sometimes it can take longer. That’s because we act as your travel agent so may need to contact our supplier on your behalf, which can take some time. Rest assured, though, that we’ll always try to keep you updated.

Need to amend or cancel your holiday?

We're here to help with that! We'll do everything we can to make it as easy as possible to change your booking, whatever the reason – from sorting things out with your airline and hotel to getting your new plans in place.

There's some important information you need to know though, so please read the following before getting in touch with us.

Here’s what you need to know:

Amendments – if you need to make changes to your travel plans, be aware that fees will apply in most cases. Making changes to your flights incurs a cost directly from the airline, which you will need to pay as part of the amendment process. Other fees may apply for any extras you have added to your booking and for changes to your hotel booking. Fees vary based on your departure date.

Cancellation fees – if you're looking to cancel your holiday, cancellation fees will apply. We can check what fees apply to your booking, just drop us a message!

Flights – most flights are non-refundable. This means you’ll probably still have to pay for your flights if you cancel, as this cost can’t be recovered. Plus, cancellation charges apply from the time you book. So, whether you made your booking with us 6 minutes ago, or 6 months ago, you’ll still need to cover the cost of your flights in full.

Why is there a cost?

When you make a booking with us we check availability and book it directly with the airline and hotel supplier. To make sure we secure your booking, this happens very quickly.

Plus, we pay the airlines in full at the time of booking, regardless of whether you’re paying for the whole holiday in one go or via a deposit and instalments.

Answers to your most common questions

The official info

THOMAS COOK TOURISM (UK) COMPANY LIMITED

Registered address: The Broadgate Tower, Third Floor, 20 Primrose Street, London EC2A 2RS

VAT: GB3399 39641

Company number: 1221 1539

ATOL number: 11806

ABTA numbers: P8283 & Y672