Frequently Asked Questions

• Airline Flight Extras (20)

  • Are in-flight meals included?

  • Can I remove or change my pre booked seats after I have booked?

  • Can I remove my baggage after I have booked?

  • Have I pre booked my seat?

  • How do I add baggage and pre book seats with Aer Lingus?

  See all 20 articles

• Airline Check-in (16)

  • Can I check-in at the airport?

  • Do I need to check-in online for my flight?

  • How do I check-in for my Aer Lingus flight?

  • How do I check-in for my British Airways flight?

  • How do I check-in for my Jet2 flight?

  See all 16 articles

• Amendments (4)

  • Can I amend my holiday?

  • Can I change a name on my booking?

  • Will I be charged if I amend my holiday?

  • How do I change my Ryanair flight?

• Booking (9)

  • Can I add on a special request?

  • Can I get help finding the right holiday?

  • Can I make a group booking?

  • How can I get a copy of my documents?

  • How do I book with an unborn baby?

  See all 9 articles

• Cancellations (3)

  • How do I cancel my holiday?

  • How do I cancel a Ryanair flight?

  • How much will cancellation charges be?

• Complaints (4)

  • How can I chase a response to my complaint?

  • How do I make a complaint when I'm back from my holiday?

  • I want to claim for a flight delay

  • I'm not happy with the outcome of my complaint?

• Contacting us (5)

  • How can I "Chat" with you?

  • How can I get support?

  • How do I contact you?

  • How do I make a complaint when I'm back from holiday?

  • What if I'm on holiday and need support?

• Europe’s new travel rules: EES & ETIAS explained (45)

  • What is EES?

  • When is EES being introduced?

  • Who does EES apply to?

  • What countries are included in EES? What is the Schengen area?

  • Why is the EU introducing EES?

  See all 45 articles

• Flights (10)

  • An airline has suggested that my booking with Thomas Cook is unauthorised?

  • How do I add my passport details to my booking?

  • How do I get assistance for my flight?

  • I can't view my Ryanair booking on their website?

  • I want to claim for a flight delay

  See all 10 articles

• Financial protection (2)

  • How and when do I get my ATOL certificate?

  • Is my holiday financially protected?

• General queries (8)

  • Can I book a holiday without a valid passport?

  • I have reduced mobility, how do I know if a hotel is suitable?

  • I would like to work for Thomas Cook?

  • I’ve had a suspicious email, how do I know it’s real?

  • What are resort fees?

  See all 8 articles

• Insurance (15)

  • Can I add travel insurance to my holiday?

  • Do I need travel insurance?

  • I have (or have had) a medical condition, will my insurance cover this?

  • I live with my partner, but we're not married, are we still eligible for a couple or family policy?

  • I want to take a break for over three weeks, will this be covered under your Annual policy?

  See all 15 articles

• Klarna (7)

  • When can I choose to pay with Klarna?

  • What happens if I need to make a change to my booking?

  • What happens if I’m due a refund?

  • I want to change my payment method or payment date, how do I do this?

  • I’ve missed a payment, what do I do?

  See all 7 articles

• Passport, visas and travel advice (4)

  • How can I find out if it's safe to travel?

  • How long does my passport need to be valid for?

  • Where can I find travel advice?

  • Will my EHIC still work?

• Payments and refunds (14)

  • Are my card payments secure?

  • Can I change the date of my payment?

  • Can I pay by bank transfer?

  • Can I pay for my holiday in monthly instalments?

  • Can I use my Thomas Cook holiday voucher to pay for my holiday?

  See all 14 articles

• Price match (2)

  • How do I qualify for the Price Match Guarantee criteria?

  • What is your Price Match Guarantee?

• Ryanair booked before 1st October '24 (6)

  • Can I change my unique email address with Ryanair?

  • Do I need a password to verify my Ryanair booking?

  • Help claiming a refund from Ryanair?

  • How do I check in for my Ryanair flight?

  • Where can I find my unique email address for Ryanair?

  See all 6 articles

• Ryanair information (7)

  • Help claiming a refund for my Ryanair flight?

  • How do I change my Ryanair flight?

  • How do I view my Ryanair flight?

  • What should I do if my Ryanair flight is cancelled or undergoes a major change?

  • How do I add baggage and pre book seats with Ryanair?

  See all 7 articles

• Supplier queries (5)

  • Are there different terms and conditions for each supplier?

  • If there's a significant change, how much notice will I have and what are my options?

  • What does 'insignificant change' mean?

  • What's a 'significant change'?

  • When you talk about 'suppliers', what do you mean?

• Supplier terms and conditions (2)

  • How can I find my supplier terms and conditions?

  • What are the terms and conditions for my supplier?

• Thomas Cook terms and conditions (4)

  • I'm not a UK or Irish resident. Can I book with you?

  • What is a multi-contract package?

  • Where can I find your booking terms and conditions?

  • Where can I find your privacy policy?

• Transfer information (11)

  • Are transfers included in my holiday?

  • How can I add or remove a transfer on my booking?

  • How do I find my return pick up time?

  • How do I locate my transfer?

  • What is a private premium car transfer?

  See all 11 articles

• Travel Money (3)

  • Can I buy travel money with Thomas Cook?

  • How do I get a travel money card?

  • I need help with my Forex Thomas Cook India card?

• Userzone (14)

  • How do I manage my booking?

  • I can't find my booking reference?

  • What can I do in the Userzone area?

  • How do I get my tickets?

  • How do I log in to the Userzone area?

  See all 14 articles