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Our Travel Agency Terms & Conditions

The following useful information tells you what you now need to do, please follow the links to take you to the information:

Booking Details – You must check your details on your confirmation invoice.

  • Check that all names, dates and timings are correct on receipt of all documents and advise us of any errors immediately
  • Any changes to these details will incur the charges stated below.
  • Make sure that the names given are the same as  the person’s passport.
  • The booking information that you provide to us will be passed on only to the relevant suppliers of your travel arrangements or other persons necessary for the provision of your travel arrangements.
  • The information may therefore be provided to public authorities such as customs or immigration if required by them, or as required by law. This applies to any sensitive information that you give to us such as details of any disabilities, or dietary requirements.
  • Certain information may also be passed on to security or credit checking companies.  If you are travelling to the United States, the US Customs and Border Protection will receive this information for the purposes of preventing and combating terrorism and other transnational serious crimes.
  • If you travel outside the European Economic Area, controls on data protection may not be as strong as the legal requirements in this country.
  • In making this booking, you consent to this information being passed on to the relevant persons.
  • Full details of our data protection policy can be found at http://www.thomascook.com/privacy-policy/.


Payment – You must pay the balance of your holiday by the due date, or it may be cancelled.

  • You will be required to pay a deposit or make full payment for your booking at the time of booking.
  • Where you only pay a deposit you must pay the full balance by the balance due date notified to you.
  • If full payment is not received by the balance due date, your booking may be cancelled  and cancellation fees set out in the Booking Conditions of the organiser of your travel arrangements may be payable by you. 


Cancellation or Amendments – You must put these in writing to us.

  • Any cancellation or amendment request must be sent to us in writing  and will not take effect until received by us.
  • If you cancel or amend your booking the principal(s) or supplier(s) may charge the cancellation or amendment charge shown in their Terms and Conditions (which may be 100% of the cost of the travel arrangements).
  • You can discuss this over the phone first if you wish by calling 01733 224808 (open 7 days a week) or if you are due to travel within  4 weeks you can discuss your booking by live chat which can be done by clicking the button which appears on the far right side of the Customer Support page.  


Operating Carrier Information – EU Regulations and ‘Community List’, for your information.

    In accordance with EU directive (EC) no. 2111/2005, Article 9, we are required to bring to your attention the existence of a 'Community list' which contains details of air carriers that are subject to an operating ban within the EU Community. The Community list is available for inspection at http://ec.europa.eu/transport/modes/air/safety/air-ban/index_en.htm. In accordance with EU Regulations we are required to advise you of the operating carrier(s) (or, if the operating carrier(s) is not known, the likely carrier(s)) that will operate your flight(s) at the time of booking. Where we are only able to inform you of the likely carrier(s) at the time of booking, we will inform you of the identity of the operating carrier(s) as soon as we become aware of this. Any change to the operating carrier(s) after your booking has been confirmed will be notified to you as soon as possible. Any change in the identity of the airline, flight timings and/or aircraft type will not entitle you to cancel or change to other flight arrangements without paying our normal charges except where specified in the tour operators booking conditions.


Complaints – You must tell your supplier or Rep about your complaint while you’re still on holiday.

  • Because the contract(s) for your travel arrangements is between you and the principal(s) or supplier(s), any queries or concerns relating to the travel arrangements should be addressed to them.
  • If you have a problem whilst on holiday, this must be reported to the principal/supplier or their local supplier or agent immediately. 
  • If you fail to follow this procedure there will be less opportunity to investigate and rectify your complaint. 
  • The amount of compensation you may be entitled to may be reduced or you may not receive any at all depending upon the circumstances.
  • If you wish to complain when you return home, write to the principal/supplier. You will see the name and address plus contact details in any confirmation documents we send you.
  • We will of course assist you with this if you wish - please use the contact details displayed on our website.
  • We are a memeber of ABTA, membership number J9375. We are obliged to maintain a high standard of service to you by ABTA's Code of Conduct. We can also offer you ABTA's scheme for the resolution of disputes which is approved by the Chartered Trading Standards Institute. If we can't resolve your complain, go to www.abta.com. You can also access the European Commission Online Dispute (ODR) Resolution platform at ec.europa.eu/consumers/odr/. This ODR platform is a means of registering your complaint with us; it will not determine how your complaint should be resolved


Our Liability as an Agent – The legal information you need to be aware of.

    Our Terms of Business are governed by English Law and the jurisdiction of the English Courts. You may however, choose the law and jurisdiction of Scotland or Northern Ireland if you wish to do so. All travel arrangements which we provide or which are sold through us are not an offer by us to sell any travel arrangements, but an invitation to you to make an offer to the suppliers of the arrangements. We are free to accept that offer on behalf of those suppliers or to reject it. Thomas Cook Retail Ltd, trading as Thomascook.com, act solely as a booking agent for the relevant supplier, and as such, have no liability whatsoever to you for any death, personal injury or loss of whatever nature you may suffer unless caused by our own negligence.


Company Information – Our Registered Office address in case you need to contact us.

    Thomas Cook
    Westpoint
    Peterborough Business Park
    Lynch Wood
    Peterborough
    PE2 6FZ



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