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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Our latest travel updates

We want to help Syrian refugees in the best way to ensure aid reaches them as soon as possible. The most effective means for us all to do this is to channel our support to charities such as Oxfam, UNHCR and Save the Children. They understand the crisis well and are experts at getting help to those in need on the ground. They need our help to carry on doing a great job.

Donate nowDonate nowDonate now

We understand that some customers may wish to carry charitable donations for the refugees, so at all our UK departure airports we will carry it for free, and on all routes to Greece and Turkey up to the 24th October, we have significantly increased the overall limit to allow more of our customers to do this. Due to weight restrictions on the aircraft we will only be able to carry pre-booked items, so to make these arrangements, please call our Sales and Service Centre on 01733 224330. We recommend that you try and find out prior to departure which charity you are going to take it to so that it gets to those who need it as quickly as possible.

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?
  • 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)