Booking queries
Booking FAQs
How can I get help finding the right holiday?

Simply tell us what you’re looking for and our friendly travel advisors will find some great ideas to suit you and your budget. Feel free to chat to us online, even if you just need advice on finding the right destination.

When is my booking confirmed?

We'll usually be able to confirm your booking online immediately and you’ll receive a reference. Please check the email address you provided when you booked as this is where your summary and receipt will be sent. If you don’t receive our email within 24 hours of making your booking, remember to check your junk or spam folder as it could be there.

Once you’ve got it, read over the document carefully, to make sure everything's as it should be. If you spot anything that’s incorrect, get in touch with us straight away so we can sort it out.

How can I get a copy of my documents?

All you have to do is log into Manage Booking using your details and request a duplicate copy of your documents. This will then be emailed to you. If you find that the email address you gave us is incorrect, you can always contact one of our travel advisors through our Live Chat or by phone – they’ll be able to offer you direct support.

What if I don't receive a reference number?

First of all, if you haven’t received your reference number straight away, don’t panic! Depending on what you’ve booked, there can often be a delay. So, just leave it with us and you should receive a confirmation within 24 hours. It’s very rare that we can’t confirm a booking, but if this happens we’ll give you a call to discuss different options.

What does ‘non-refundable room’ mean?

Often available at reduced rates, non-refundable rooms are a great option if you’re looking to keep the price down. You just need to be able to pay for your hotel reservation in full when you book. On the flip side, there’s no flexibility to make any changes once your booking is confirmed. So, should you need to amend or cancel your accommodation, you won’t get your money back.

How do I log into Manage Booking?

All you need to do is find your booking summary or receipt and follow the link provided. From there, type in your Thomas Cook reference number, the name of the lead passenger, and your departure date, and you’ll be able to access your booking details.

What's the minimum age to book a holiday?

For most destinations, you must be 18 years or older to book a holiday. There are some exceptions, though, so you’ll need to check. For example, you need to be 21 or older to book a holiday to the USA.

Can I make a group booking?

Yes, you can – we can take bookings for up to 9 people. If your group is larger than that and you decide to make multiple bookings for the same trip (for example, one for 6 people and another for 4 people), this may be cancelled by the supplier or subject to additional terms and conditions.

Are transfers included in my holiday?

No, we’ve kept things flexible so you can either add transfers or car hire when you book, or arrange your own transport.

Can I add on a special request?

Yes, we can help you with that. We’re able to pass special requests on to your accommodation, but please bear in mind that we can’t guarantee them. To get the ball rolling, just drop us a message via Live Chat.