Booking queries

How can I get help finding the right holiday?

Simply tell us what it is you’re looking for and our friendly travel advisers will match your preferences while keeping your budget in mind. Feel free to chat to us online, even if you just need some advice on finding the right destination.

When is my booking confirmed?

In most cases your booking will be confirmed online immediately and you’ll receive a reference. Please check the email address you provided at the time of booking as this is where your summary and receipt will be sent. If you don’t receive this within 24 hours of your purchase, we also advise you check your junk folder as it could be there. Read over the document carefully, and if you spot anything which you feel is incorrect we advise you contact us straightaway.

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. However, if you find that the email you have provided is incorrect, you can always contact one of our travel advisers through our Live Chat or by phone, who will be able to offer you direct support.

What if I don't receive a reference number?

For those who don’t receive a reference number straightaway, don’t worry. There can often be a delay due to one of the components within your booking. Leave this with our travel advisers and you should receive a confirmation within 24 hours. If, on the rare occasion, we can't confirm your booking, we will give you a call to discuss your options.

What does non-refundable room mean?

A non-refundable hotel reservation means the room will need to be paid in full at the time of your booking. If for some reason you need to amend or cancel your accommodation, you will not get your money back. Often available at reduced rates, it’s a great option if you’re looking to keep the price down. On the flip side, once your booking is confirmed there is no flexibility to make any changes. 

How do I log into manage booking?

All you need to do is locate your booking summary or receipt and follow the link provided. From there, simply input your Thomas Cook reference number, the name of the lead passenger and departure date, and you will be able access all of your details.  

What's the minimum age to book a holiday?

You must be 18 years or older to book a holiday. However, you should be aware that some  destinations differ, for instance, the USA where the minimum age to book a holiday is 21. With that in mind, it’s always important to check.  

Can I make a group booking?

Yes, you can make a group booking, but we don't accept bookings of over 9 people. If 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 don't include transfers in the cost of your holiday. Instead, we give you the freedom to add them on as part of the booking journey.

Can I add on a special request?

We can accept special requests for accommodation, but please bear in mind that they are not guaranteed. If you would like to make a special request for your hotel, just drop us a message via Live Chat.