Help & Frequently Asked Questions

Travel Tips

"Pack Essential items in your hand luggage where restictions allow. Such as essential medication, baby food, nappies and specific dietary items as we won't be able to provide these items during a tarmac delay."Customer Service Team

Please use the links on this page to find answers to our most frequently asked questions, ask a question on our forums, live chat to one of our team or just check out videos of the latest holiday destinations.

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Latest Updates

Cuban Tourist Card Information
For departures from 1st December 2014, Cuban Tourist cards will be issued at the check-in desks for any customers travelling on a Thomas Cook Airlines flight, who have booked a Thomas Cook package or booking. Any customers who have booked a specialist product that is travelling on a 3rd party carrier will receive their visa from the Customer Documentation team. Please note your passport must be valid for 60 days after the date your visa expires.

Our top frequently asked questions

Tickets and Documentation

  • Do I receive tickets?
  • Visa and Passport Information
  • Travelling to The Gambia or Tunisia
  • Visa requirements for Egypt


  • Pre-purchased Additional Baggage And Excess Baggage
  • Infant Baggage
  • Medical / Charity Baggage

Flight Services

  • Bundle Package
  • In-Flight Meals
  • Wedding Baggage

Manage your Booking / Online Check-in

  • Name and Flight Amendments
  • Can I Cancel or Part Cancel My Booking?
  • On-line Check-in Information
  • Thomas Cook 'Sundown Check-in'

Airline Requests

  • Assistance
  • Terminal Information
  • Expectant Mothers
  • Knee Defenders

Other Information

  • Connecting Flights
  • Card Payments Accepted
  • Worldwide Travel Vouchers
  • Thomas Cook Travel Pounds
  • Financial Protection (ATOL)