Financial protection

Covid-19 Tests

How, when and where to get tested

And the types of tests you'll need
Read more

Traffic light system

What to do before, during and after your holiday

Testing, PLF and passport checks
Learn more

Entry requirements

What you need to know before you go

Including the tests you need
Read more

Money-back guarantee and amendments

If your holiday is cancelled by us or the airline due to a travel ban, you will get all your money back, including your deposit, within 14 days - so long as it's requested within two weeks of departure. If you’ve booked a flight with Ryanair, your refund will come directly from them.

If you need to make a change to your holiday due to Covid-19, you won’t be charged any amendment fees by us. However, some hotels, airlines and suppliers may still apply charges. For Covid-related amendments:

  • You will receive a refund on your hotel and transfer as long as it’s requested before the cut-off date, which will vary depending on the hotel you’ve booked.  The cancellation policy for the hotel will be clear before booking
  • If your holiday includes a flight with EasyJet and you are due to travel in over 14 days you can make a free amendment. This means you can move your flight to another destination or time, and we can help you find and book you a new hotel 
  • If your holiday includes a flight with EasyJet and you are due to travel within 14 days, you can make one free amendment up to seven days after a government announcement of a travel ban
  • If your new airfare costs more than your original EasyJet flight, you will have to pay the difference
  • While we will do our best to get you a refund for your flights it will depend on the policy of the airline

 

Find me a holiday

We're ABTA registered and ATOL protected

Whatever happens, your money is always safe

We know – especially now – that you want to book your holiday with more confidence.

At Thomas Cook, we’re licensed by the Civil Aviation Authority (CAA) which means your holiday is protected by the Air Travel Organiser’s License (ATOL). We’re also members of the Association of British Travel Agents (ABTA).

What does this mean for you?

Unlike many other travel companies, we operate on a trust account model. Once we’ve paid the airline for your flights, the rest of your money is held in a trust account administrated by the Air Travel Trust. We do not have access to this directly and can only withdraw funds once you’re back home from holiday. 

 

  • ATOL number: 11806
  • ABTA number: P8283, Y6720 

 

 

 

Covid-19 FAQs on our money-back guarantee
Covid-19 FAQs
When can I get a refund?

If your holiday is cancelled by us or the airline due to a travel ban, you will get all your money back, including your deposit, within 14 days. If you’ve booked a flight with Ryanair, your refund will come directly from them.

What counts as a travel ban?

While the term is subject to change, a travel ban currently means situations in which it is illegal for tourists to travel. You'll get a full refund in the following scenarios:

If your destination is added to the red list
If your holiday is cancelled by us or the airline
If there's a national lockdown
If there’s a lockdown in the area of your departure airport or the area in which you live
If it’s illegal to travel from your departure airport or the area in which you live
If the country you're travelling to has announced a travel ban for UK visitors

 

What happens if my flight is cancelled?

You will receive a full refund within 14 days. In the case of RyanAir flights the refund will come directly from RyanAir.

Covid-19 FAQs on amendments
Covid-19 FAQs
When can I make a fee-free amendment?

You can amend the date or destination of your holiday any time it is impacted by Covid-19. While there are a number of ways your holiday may be disrupted, here are some examples of the sort of situations where we’d offer to make a fee-free amendment: 

If you are told to self isolate by NHS Test and Trace
If you catch Covid before you are due to depart and can no longer travel on the dates you have booked 
If someone you live with or are travelling with falls ill with Covid and this means you can no longer travel on the dates you have booked

Can I change or cancel my booking if UK government rules mean I need to quarantine in a hotel on return?

If there is a requirement for you to quarantine in a hotel on your return to the UK and this is in place 2 weeks before you travel, then we will allow you to amend your holiday (with no charges with us) or cancel with a full refund.


If there is a requirement for you to quarantine at home on your return to the UK and you are unable to do this, then we will allow you to amend your holiday with no admin fees from us. While we will do our best to get you a refund for your flights, it will depend on the policy of the airline. Here's a summary of the amendments process in this scenario: 


You will receive a refund on your hotel and transfer as long as it’s requested before the cut-off date, which will vary depending on the hotel you’ve booked.  The cancellation policy for the hotel will be clear before booking
If your holiday includes a flight with EasyJet and you are due to travel in over 14 days you can make a free amendment. This means you can move your flight to another destination or time, and we can help you find and book you a new hotel 
If your holiday includes a flight with EasyJet and you are due to travel within 14 days, you can make one free amendment up to seven days after a government announcement of a travel ban
If your new airfare costs more than your original EasyJet flight, you will have to pay the difference
 

What if I'm told to self-isolate by NHS Test and Trace and that overlaps with my holiday?

Just give us a call or chat to us online and we’ll be happy to help you amend your holiday to a later date. And because it’s Covid related we won’t charge you an admin or change fee. Please note that this will be subject to your supplier’s terms and conditions which may mean a price increase payable by you.
 

What happens if a destination or country changes their restrictions or goes into lockdown?

If the country you’re travelling to introduces a travel ban on UK visitors, we will help you amend your holiday with no additional fees from us. Please check your airline’s terms and conditions as they may charge amendment fees. Alternatively, chat to us online or give us a call and we’ll be happy to help you understand their current policies.

What if my destination is added to the red or amber list two weeks before I’m due to depart?

If you’re unable to quarantine after your holiday, please give us a call or chat to us online and we’ll be happy to help you amend to a different date or destination so you can still get away. 

Other covid resources

Other Covid-19 FAQs
Covid-19 FAQs
How do I know if I can travel to a destination or not?

All our travel advisors are clued up on all the latest rules and regulations around travel and can help answer any questions you might have on testing or entry requirements. You can contact us via Live Chat from 10am-10pm or by phone on 020 8016 3295 from 10am-7pm.
 

Will you update me if travel restrictions change?

We’re constantly monitoring guidance from the Foreign, Commonwealth and Development Office and will contact you if travel restrictions affect your holiday.

What if I or someone I'm travelling with catches Covid before my holiday?

We’d always recommend you take adequate travel insurance that covers you if you fall ill and are unable to travel. We can also help you change your holiday to a different date or destination with no additional amendment fees from us. 

What if I or someone I’m travelling with catches Covid whilst I’m away?

We’d always recommend you check your travel insurance will cover you if you fall ill with Covid on holiday. If you need some help, you can contact us 24/7 and we will be on hand to offer some advice or support. 
 

What’s a PLF form? Do I need to fill one out?

Anyone aged over 18 must complete a Public Health Passenger Locator form, which you can find here. The form will need to be completed for all members of your party before you arrive back to the UK, no earlier than 48 hours before you return

What does the traffic light system mean?

The traffic light system tells you what you need to do when you return to the UK. The number of tests you’ll need and the length of time you need to self-isolate depends on whether you visit a green, amber or red destination. 

It does not mean that you can visit all green destinations, as foreign governments will have their own rules on international travel. You’ll still need to fulfil testing requirements (and sometimes quarantine requirements) of the destination you’re travelling to. 

There are also rules that apply to all destinations. For instance, no matter where you travel, you’ll have to take a (pre-departure) Covid-19 test while on holiday, arrange a post-holiday PCR test, and fill out a passenger locator form (PLF).

Our customer promise