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You may have heard about fraudulent illness claims and how they may impact on holidaymakers.You may also hear about tour operators and hotels taking legal action against holidaymakers who’veattempted to make fraudulent claims. Some hotels are refusing to accept bookings where they believe a previous false claim has been made and some are planning to stop offering all inclusive holidays to UK customers.

We want you to know...

We care about our customers and want you to have a fantastic holiday with us. We’re committed to clamping down on false illness claims and the claims companies that are encouraging them, because we want to continue offering great holidays at the lowest prices possible.

All we ask...

In the unlikely event you’re ill on holiday, please let us know as soon as you can. We’re here to help and we’ve made reporting an illness very easy to do. We’ll help arrange medical treatment if you need it, and by reporting it, we can try to make sure it doesn’t spoil your holiday.

If these steps aren’t followed...

If you are ill while away and don’t report it in resort, it will change how we deal with your claim. We may be unwilling to accept your claim or pay compensation.

You can trust us but we need your help. Please let us know straight away;

  • If you’re ill while on holiday
  • If you’re approached and encouraged to put in a fraudulent claim
  • If you’ve any information which can help us prevent and detect fraud

Here are some hints and tips to help prevent illness while you’re away

  • The sun will hopefully be shining so don’t stay out too long and drink lots of bottled water
  • Just remember sometimes alcohol measures are bigger abroad
  • Make sure hot meals you eat are thoroughly cooked and still hot when they arrive

For more hints and tips see the Thomas Cook information folder in the hotel reception area.

We really want you to have an enjoyable holiday and we hope you’re looking forward to it! If you become ill, here’s what we need you to do;

  • If you suffer from illness while on holiday, it’s important that you speak to your holiday rep, or contact our connected service 24/7: Call: 0044 161 774 2966 Text: 0044 753 741 6150 WhatsApp: 0672 024 768 Email: We can make sure you get the help you need
  • Contacting a doctor abroad can often feel daunting. Our team can help put you in touch with the right local medical professionals to make sure you get the right tests, diagnosis and treatment you need. We’d also recommend you see your GP as early as possible when you get home
  • If you think your illness was caused by something you ate at your hotel, it’s important you have evidence of this from the doctor you see on holiday, and your GP at home. If you feel you’ve reason to make a complaint or claim about a holiday illness you must be able to show you’ve followed these steps



Holidaymakers should also be aware:
  • We investigate all claims thoroughly
  • We’re working with fraud investigators
  • Anyone making false claims may be prosecuted and will be prevented from travelling with us in future
  • The Foreign Office warn that people travelling to Spain and Portugal that make fraudulent claims could face legal proceedings in the UK or Spain or Portugal
  • If illness isn’t reported in resort it will change how we deal with any claim submitted and we may be unwilling to accept your claim.

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