Special Assistance

Please follow the 'walkthrough' below for more information

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Overseas Accommodation and Transfer assistance

If you are planning on travelling on a package holiday with us and need to check the suitability of accommodation and or transfers overseas, the following information should help you.

The majority of overseas accommodation, overseas transport (including transfers) and other holiday services provided overseas are not equipped to cater for the needs of many disabled holidaymakers. Furthermore the natural terrain and the layout of some resorts can sometimes make life difficult for people with mobility difficulties.

It is important, if you have any disability, that the appropriate enquiries are made about the suitability of particular accommodation, resorts, transport and services and that you are fully satisfied you have made the correct choice before you book and confirm your holiday. Please note: if special arrangements need to be made for you an extra charge may have to be levied, this may be the case either before you go or when you arrive in resort.

Your Overseas Accommodation & Room Requirements

If you, or anyone on your booking require specific accommodation arrangements relating to disability, or any other overseas requirements, we would request this is processed over the phone via your booking agent. We recommend you discuss your specific requirements, with our team before making a booking.

Adapted Rooms, or walk in showers can only be guaranteed prior to a booking being confirmed. If someone on your booking has such a requirement the Special Assistance department should be contacted in order to process these requests.

In some cases, depending on the type of holiday you are interested in and when you are looking to travel, we may be able to hold a holiday on option (freezing price and availability of the holiday) whilst our overseas team are contacted about your specific request. Please allow around 14 days for processing such requests.

Your Transfer Arrangements

If you have booked or are considering booking a resort transfer between the airport and your accommodation, as part of your holiday arrangements with us, please contact us so we can help with your planning.

Our suppliers will try to accommodate all customers and their equipment/luggage on transfer coaches, but there are restrictions due to the type, space and accessibility of vehicles that are available in other countries. This means alternative transfer arrangements may have to be organised.

For example, If you’re taking an electric wheelchair or scooter, we recommend you book a taxi transfer to your hotel as in most destinations you cannot take this equipment on coaches. We can also arrange a taxi transfer for you if you are not able to climb the steps on the coach. Please contact us for prices of taxi transfers and we’ll assist you with any reservations you need to make. In some destinations taxis may not be adapted to accommodate wheelchairs, please ask for more details.

Requesting assistance

If you or any member of your party require special assistance, please contact us using the following details:

Please call our team who can assist with your enquiry. Call free on: 0800 107 3409. Our opening hours are Monday to Saturday from 08.00 – 20.00.

We cannot be held responsible if you fail to tell us about special needs/requirements that will affect your holiday experience and this means we will not compensate you.

Special assistance at the airport

Airport Assistance (within the EU)

Airport operators within the EU have a responsibility to assist anyone with a disability or mobility difficulties during their time at the airport. This includes intellectual disability or impairment, age or any other cause of disability. The airports will signpost designated points for customers with reduced mobility.

Airport Layout

To help plan your journey, we recommend visiting the airport website to find out information about airport layout and walking distances for each terminal. This may help determine the level of assistance you require.

Requesting assistance

If you or any member of your party require special assistance at the airport, this can be requested online via Manage My Booking using the link below:

https://www.thomascookairlines.com/RetrieveBooking.aspx#intcmp=search_content_manageyourbooking

We cannot be held responsible if you fail to tell us about special needs/requirements that will affect your holiday experience and this means we will not compensate you.

Flying with an assistance dog

Thomas Cook Airlines do allow one assistance dog per customer, there is no limit to the number allowed on the flight as long as the number of customers requiring assistance does not exceed the number who do not. Other airlines policies may vary.

An assistance dog will be carried by Thomas Cook Airlines from any UK airport to any European airport to which the airline operates. The service is also available on selected flights from Manchester to the USA, please ask for details.

When you request carriage of an assistance dog we will need you to provide a letter from your Doctor with a diagnosis of your requirement of an assistance dog and needs for the emotional support in order for it to fly with Thomas Cook Airlines.

Please note: The letter must be on letter headed paper and no older than one year from the date of your flight.

All service animals will require:

1. Evidence that the assistance dog is an Emotional Support Dog / Assistance dog and is trained by, what is known as, a recognised training organisation.

Thomas Cook Airlines can accept a Certificate or ID book as pre-flight booking documentary evidence that the dog is trained by a recognised training organisation, with the ID tag on the dog’s collar, harness or jacket, helping to confirm the dog’s status as being trained by a recognised organisation.

2. Pet Passport

A Pet Passport must contain the following:

• Date of birth/age, breed and coat colour,

• Microchip Number, Date of insertion and location on animal

• The vaccine manufacturer, product name and batch number

• The date by which the rabies booster vaccination must be given

We will need to see evidence of this so you could send it or take it into our local travel agency for them to fax/scan to us - Whichever is easiest for you.

Once we have this we can proceed with your requirements . There are no restrictions travelling out of UK Airports with the correct documentation.

• On a flight scheduled to take 8 hours or more you will need to provide documentation that your animal can relieve itself in a way that does not create a health or sanitation issue on the flight.

• It is your responsibility as the dog owner/handler to ensure all necessary paperwork is in order including import regulations for the country of destination and that the dogs welfare is not compromised throughout your journey.

• Further Information and guidelines for customers who wish to bring along an Assistance/Service Dog can be found on the DEFRA website or Pet Travel Scheme Helpline

http://www.medicaldetectiondogs.org.uk/how_dogs_help.html

• You must provide a suitable harness to ensure the safety of the animal during take-off and landing and at any time during the flight when the seat belt sign is illuminated.

• Working harness should be attached to the owner/customer’s seat belt in a similar fashion to infant belts.

• Customers will be allocated a window seat with service dog expected to sit at the customers feet.

• Customers can pay in advance for an additional seat giving more floor space for the animal.

• You must have sufficient food/snacks for your dog and a non-tipping water container

• We also advise that you bring equipment with you for any doggy accidents!

Restrictions

1. All assistance/Service Dogs must be registered an trained with a bona fide association i.e. International Guide Dog federation, Hearing Dogs for Deaf people/Medical Detection Dogs

2. Maximum flight duration 10 hours

3. The customer must be in possession of the required documents

4. Tick and tapeworm treatment administered between 24-48hrs prior to check-in

5. Microchip fitted

6. Dog must be vaccinated against rabies and details entered in to the Pets Passport including blood test.

7. No sedation should be used

8. Dog should be well groomed and bathed if necessary to reduce shedding

9. In the event of an unscheduled diversion in to the UK airport the authorities must be contacted at the earliest opportunity as normal quarantine may apply. On diverted arrival points in to the UK, if customers are to be transported onwards to original final destination, the service dog can travel with the customer and be cleared on arrival at final approved base.

Requesting assistance

Thomas Cook Airlines are able to carry guide dogs free of charge on many routes, please contact us for full details.

For more information on Pet Travel Scheme you can call or make contact in the following ways:

  • PETS help line: 0370 241 1710 Monday to Friday, 8am to 6pm (closed on bank holidays)

If you or any member of your party require special assistance, please contact us free on: 0800 107 3409. Our opening hours are Monday to Saturday from 08.00 – 20.00.

We cannot be held responsible if you fail to tell us about special needs/requirements that will affect your holiday experience and this means we will not compensate you.

Broken Limbs/Contagious Disease and Allergies

Advice for customers flying with Plaster Casts

If you have a recent fracture that has been treated with a complete plaster cast, you must not fly within 48 hours of being treated. However If the plaster is a split or back slab type and does not fully enclose the limb then there will be no problem and you are fit to fly!

Broken Limbs

Any plaster cast must have been set in place for over 48 hours for legs and 24 hours for arms. In the case of a full leg plaster, where the leg cannot be bent, 2 additional seats must be purchased.

Want to know more?

Air trapped inside a plaster cast which has fitted less than the times stated above may expand at cabin cruising altitude. This combined with the swelling of the limb following a fracture will cause severe pain and may damage the limb further.

If assistance is required, seating will be automatically added for the customer and a medical companion. Customers can take crutches or a walking stick on board the aircraft.

Flying with a Contagious Disease?

We’re naturally keen to prevent you and our customers from falling ill, so we have guidelines for travelling with certain conditions.

As the following illnesses can be contagious, we’ve put together the following information to help you decide whether to fly or not. The list below is not exhaustive but just a few examples of more common conditions that can arise. Please contact us if you have other symptoms.

CHICKEN POX

Children who have the early signs of the disease are advised NOT to travel as this is the most infectious time. Once the rash begins to dry-up and the blisters form dry scabs the patient is no longer infectious. The child is usually fit to travel after seven days from the first appearance of the rash.

MEASLES

Customers with Measles should not fly until the condition has completely resolved.

MUMPS

Customers with symptoms of mumps should not fly until the condition has completely resolved which is usually after 10 days.

SHINGLES (Herpes Zoster) Customers with shingles are not considered to be infectious especially if the shingles rash is on a covered part of the body. Shingles on the face or in the eye can be very unsightly and such customers should not fly until they have consulted their General Practitioner. Customers returning home with facial or ophthalmic shingles should obtain a ‘fit to fly’ letter. In the event a doctor’s note is required, this should be dated within 3 months of the date of travel and fitness to fly certificates should be dated within 7 days of the date of travel.



Any Allergies ?

Peanuts and nut products are sold on-board Thomas Cook aircraft. Please advise a member of our crew once on-board the flight of your allergy - the cabin crew can suspend the sale of nut products during that flight.

The cabin crew will also make an announcement to other customers requesting where possible, to refrain from consuming their own nuts whilst on-board the aircraft. However, we cannot forbid customers from consuming food containing nuts on-board.

Customers flying with our sister airline Condor who have a nut allergy can fill in a form where the allergy is declared. Please contact us for a copy of the form.

If you are travelling with another airline, other than Thomas Cook Airlines, they may have a different policy on allergies. Please contact the airline carrier for further information on their specific allergy policies.

Requesting assistance

If you or any member of your party require special assistance, please contact us free on: 0800 107 3409. Our opening hours are Monday to Saturday from 08.00 – 20.00.

We cannot be held responsible if you fail to tell us about special needs/requirements that will affect your holiday experience and this means we will not compensate you.

Medical Equipment and Oxygen

Some medical equipment can be brought onboard, but you’ll need to make sure it complies with the applicable airlines restrictions. The following information is based on flights operated by Thomas Cook Airlines (TCX flight numbers).

CPAP Machines

Additional medical luggage allowance can be added free of charge for essential medical equipment. For this request to be actioned, we will require the following details of the device:-

· Make and model

· Weight and dimensions (height width and depth),

· A doctors letter or certificate of authenticity must be carried by the customer along with the device.

Dialysis Machine

Additional luggage allowance can be added for carriage of a Dialysis Machine on flights operated by Thomas Cook Airlines, this is free of charge. To request this, we require the following details

· Make and model

· Weight and dimensions (height width and depth)

· A disclaimer form must be signed and returned to the Special Assistance Department.

· You are permitted to take an amount of fluid on-board sufficient for your journey to your destination. You will need to arrange for additional fluid to be delivered directly to your hotel/accommodation.

Harness

If a customer requires the use of a harness they will be allocated in a window seat (at no additional charge) on the left hand side of the aircraft (seat A) in a row near the front of the aircraft.

Thomas Cook flights have Crelling Harnesses (model 27) which can be used if requested in advance through the Airport Assistance Request Form . These are available in three sizes: 27i age 3-5 years, 27a age 6-8 years and 27b age 9 - adult.

Only two harnesses can be used on any given flight. If any customer wishes to bring their own harness, this is included in the two harness limit, so please advise us if you require use of a harness or intend to bring your own, as soon as possible.

Please note: If you require the use of a harness on a Condor aircraft (flight numbers starting DE) you will have to provide your own, which will need to be cleared for use.

Medical Luggage

Medical luggage can be requested, either as additional hand luggage (up to a maximum of 5kg per customer over and above the standard 6kg already allocated) or as hold luggage.

There is no charge for medical luggage provided a Doctor’s note detailing what will be taken and how much it will weigh is brought to the airport.

Please note: our Special Assistance Department may request a copy of this be sent to them in advance in certain circumstances. Thomas Cook Airlines classify medical luggage as anything that is medically essential, this includes colostomy equipment, medication, specialist foodstuffs and artificial limbs.

In the event a doctor’s note is required, this should be dated within 3 months of the date of travel and fitness to fly certificates should be dated within 7 days of the date of travel.

Oxygen Concentrators and Nebulisers

Additional medical luggage allowance can be added free of charge for essential medical equipment. For this request Thomas Cook Airlines would require the following details

· Make and model

· Weight and dimensions (height width and depth).

· A doctors letter or certificate of authenticity must be carried by the customer along with the device.

Additional Oxygen cannot be provided on flights with a duration greater than 5 hours. We do allow use of an Oxygen concentrator or nebuliser however it should be noted that there is no electric main socket so any such device would need to be battery powered and fully charged prior to departure if the customer may require use of it during transport.

Additional Oxygen Information

If you need additional onboard oxygen during your flight, we can help you out.

The cost for additional oxygen on flights with Thomas Cook Airlines is £100 per flight, however if the Oxygen is only required as a precaution, and it is not used, then your money can be refunded.

Important information and regulations:

· Only one customer on a flightcan use additional oxygen.

· The maximum duration of flight additional Oxygen could be taken on is 5 hours. The maximum Oxygen we can supply is 4 Litres.

  • On our aircraft Oxygen is delivered via an on-demand nasal cannula.

· We are currently able to provide Oxygen for children as young as 2 years old, providing they weigh at least 13kg.

Requesting Additional Oxygen

If a customer requires additional oxygen on board a Thomas Cook aircraft this can be arranged by our Oxygen Department who can be contacted on 01274384767. As only one customer per flight can use additional oxygen it is vital that this is requested prior to booking.

When you contact the Oxygen department they will be able to reserve availability of the additional oxygen on the required flights.

28 days prior to departure the will contact the customers Doctor via fax in order to verify medical condition, fitness to fly and exact oxygen requirements.

Once this has been completed and returned they will contact the customer directly to take payment and provide them with confirmation of the order and forms for requesting refund for unused Oxygen. Seven days prior to the flight the airport will be advised of the additional Oxygen requirements.

Taking Your Own Additional Oxygen

Unfortunately we cannot allow customers to travel with their own filled Oxygen canisters, however Oxygen Concentrators/Nebulisers can be taken free of charge as additional medical luggage.

Requesting assistance

If you have a specific question or would like to book or take your own Oxygen on a flight with Thomas Cook Airlines, please call our dedicatedOxygen representative on0800 1073409. Our opening hours are Monday to Saturday from 08.00 – 20.00.

We cannot be held responsible if you fail to tell us about special needs/requirements that will affect your holiday experience and this means we will not compensate you.

Medication on-board

Your health and peace of mind are important to us, so there’s no problem with bringing your medication onboard Thomas Cook aircraft. Before you travel however, please study the below guidelines to make sure your journey goes as smoothly as possible.

Medication

Customers carrying syringes and/or needles must carry a doctor's note or a repeat prescription as confirmation of medical requirement. Please read the following important advice about travelling with medication.

  • We recommend that you carry enough medical supplies to cover use in-flight, plus sufficient for 2-3 days use upon arrival. The remainder should be packed in the hold, (the temperature of which is maintained between 4 and 5 degrees centigrade).
  • Have a letter from your GP confirming the name and type of medication being carried, with prescribed doses. The letter should state what the medication is for and any other medical items required. For example, syringes or EpiPens, that might otherwise be questioned by local security or customs.
  • The medication should be in its original packaging, clearly pharmaceutically labelled identifying it as prescribed and belonging to you.
  • It is advisable to obtain a repeat prescription from your GP and take this with you when you travel abroad so that medication can be replaced in event of loss, damage or having insufficient supplies.

· Please be aware that some medication may contain ingredients that are considered illegal in other countries. You are advised to check with the Embassy of the country you are going to. It is your responsibility to ensure medication is not prohibited in your final destination. If you need further information please go to www.gov.uk and search "controlled drug list".

If a customer on the booking is carrying a controlled substance then that customers Doctor will need to complete a

Controlled Substances Form

which must be taken to the airport.

Needles and syringes

The carriage of needles and syringes is permitted on-board Thomas Cook aircraft for the treatment or control of medical conditions. However, you must also carry supporting documentation in the form of either:

  • A letter from your GP confirming the type of medication and what it is for. Or,
  • If you do not have a GP's letter, the medication must have a printed pharmaceutical label identifying it as prescribed and belonging to you.

A "sharps" box to dispose of needles safely and hygienically is available on-board - please ask the crew.

Keeping medication cold

The on-board fridge on Thomas Cook flights cannot be used to keep medication cold, (for example, insulin used for diabetes). However, you may bring a cool bag with you.

Liquid medication in hand luggage

The amount of liquid medication you are permitted to take in your hand luggage is subject to current security advice. Please visit the Department for Transport website for the latest information: www.dft.gov.uk

In the event a doctor’s note is required, this should be dated within three months of the date of travel and fitness to fly certificates should be dated within seven days of the date of travel.

Requesting assistance

If you or any member of your party require special assistance, please contact us free on: 0800 107 3409. Our opening hours are Monday to Saturday from 08.00 – 20.00.

We cannot be held responsible if you fail to tell us about special needs/requirements that will affect your holiday experience and this means we will not compensate you.

Mobility aids and manual wheelchairs

Mobility Assistance

Thomas Cook Airlines will carry up to two pieces of mobility equipment per person free of charge in the aircraft hold subject to capacity of the aircraft at the time of travel. If you are travelling with a Battery Powered Electric Mobility Aid, please call our Special Assistance team.

Motorised Mobility Aids

Battery powered mobility aids can only be carried when they are for use by a customer whose mobility is restricted by their disability, their health or age, or a temporary mobility problem (e.g. a broken leg).

To assist us with the safe carriage of your wheelchair, please notify us at least 48 hours before you travel. The type of wheelchair you have will determine how we are able to load your wheelchair on to the aircraft.

Before a mobility aid is loaded onto our aircraft, Thomas Cook Airlines must be satisfied that the mobility aid has been made safe in accordance with the ICAO Technical Instructions (see details below). If Thomas Cook Airlines cannot be satisfied or where it has been established that the mobility aid has not been made safe, Thomas Cook will refuse carriage of the mobility aid. In such circumstances Thomas Cook is not under obligation to render it safe.

There are other factors which could prevent the carriage of an electric mobility aid;

  1. The mobility aid dimensions exceed cargo door dimensions
  2. The tare (unladen) weight of the mobility aid exceeds the aircraft loading limitations after all possible load-spreading options have been considered
  3. Insufficient space being available on the aircraft at the time your booking is made
  4. Thomas Cook Airlines is not satisfied that the requirements of the ICAO Technical Instructions have been met in relation to the safe carriage of the customer's Mobility Aid

Thomas Cook Airlines has a fleet of various aircraft types. Thomas Cook Airlines cannot guarantee the type of aircraft a customer will be travelling on at the time of booking. However, the minimum hold dimensions are as follows:

Width

Height

Length

(m)

(in)

(m)

(in)

(m)

(in)

1.499

59

1.194

47

1.643

64.7

Please note that certain aircraft types may have larger dimensions than those set out above and so if your mobility aid is larger than the above minimum dimensions then please contact us so that we can discuss your requirements.


Availability of Information on Specific Electric Mobility Aids

User guides of Electric Mobility Aids normally include the tare weight and dimensions. The British Healthcare Trades Association (BHTA) has compiled (in conjunction with its members) a log containing all of the information needed by an airport and airline to facilitate the safe carriage of many Mobility Aids. The log is published at the following address: www.bhta.net/bhta-advice/air-transportation.aspx

Thomas Cook requires the following information before you travel:

  1. Make and Model of the Electric Mobility Aid
  2. Type of battery
  • WCBD - Non Spillable Batteries
  • WCBW - Wet Cell Batteries - Spillable
  • WCLB - Lithium ion Batteries
  • Number of batteries
  • The TARE (un-laden) weight
  • Dimensions (i.e. length x width x height)
  • Instructions for preventing inadvertent operation (see below for your specific battery type).

    Regulation (EC) 1107/2006 concerning the rights of disabled persons and persons with reduced mobility when travelling

    It is the responsibility of the airport operators to assist anyone with a disability during their time at the airport. Airlines must provide the airport with information in advance so that the appropriate service can be offered. To enable us to pass your request to them, please contact us as soon as possible with the details of your device. In accordance with Regulation (EC) 1107/2006 disabled persons and persons with reduced mobility are required to notify Thomas Cook, at least 48hrs prior to travel. To do this please call our dedicated Mobility Assistance line on TELEPHONE: 0800 107 3409


    Mobility aids with NON SPILLABLE Batteries

    To ensure the safe carriage of your wheelchair/mobility aid, the following must be completed by our airport representatives before the wheelchair is loaded on to the aircraft. Please inform us of the following:

    1. The battery terminals must be protected from short circuits - The battery terminals of current models of electric mobility aids tend to be protected from short circuit through the battery being fully encased and an integral part of the device. Batteries do not necessarily need to be disconnected because if this is not done correctly it could increase the risk of fire. On other models where the terminals are exposed it may be necessary to insulate battery terminals, e.g. with electrical insulating tape.
    2. Electrical circuits must be inhibited to prevent inadvertent operation - The means of inhibiting circuits to prevent the accidental activation of electric mobility aids vary. Some have a key which can be switched to the off position and removed. An aid which is only switched on and off with a push-button could be reactivated in flight by the inadvertent movement of baggage or cargo therefore, further steps are required to inhibit the circuits of such devices, for example disconnecting electric cable plugs or connectors, or inserting an inhibiting plug (such as an Airsafe plug) into the charging socket of the devices.
    3. Installed batteries must be securely attached to the chair.
    4. Where the mobility aid is specifically designed to allow its non spillable battery (ies) to be removed by the user (e.g. a collapsible device) - The battery must be removed, the terminal protected from short circuit and carried in strong rigid packaging in the aircraft hold. Thomas Cook will not provide the packaging. This must be provided by the customer


    Mobility aids with LITHIUM Batteries

    To ensure the safe carriage of your wheelchair/mobility aid the following must be completed by our airport representatives before the wheelchair is loaded on to the aircraft. Please ensure the following:

    1. If the battery is to be detached from the wheelchair then the battery must not exceed 300 Wh, if the battery will remain connected to the wheelchair then there is no Watt Hour Maximum limit.
    2. A maximum of one spare battery not exceeding 300 Wh or two spares each not exceeding 160Wh can be carried. Spare batteries must be carried in the customer CABIN and you must ensure the circuits are protected from short circuit.
    3. That the battery terminals are protected from short circuits - The battery terminals of current models of electric mobility aids tend to be protected from short circuit through the battery being fully encased and an integral part of the device. Batteries do not necessarily need to be disconnected because if this is not done correctly it could increase the risk of fire. On other models where the terminals are exposed it may be necessary to insulate battery terminals, e.g. with electrical insulating tape.
    4. That electrical circuits are inhibited to prevent inadvertent operation. The means of inhibiting circuits to prevent the accidental activation of electric mobility aids vary. Some have a key which can be switched to the off position and removed. An aid which is only switched on and off with a push-button could be reactivated in flight by the inadvertent movement of baggage or cargo therefore, further steps are required to inhibit the circuits of such devices. For example disconnecting electric cable plugs or connectors, or inserting an inhibiting plug (such as the Airsafe plug) into the charging socket of the devices.
    5. Installed batteries must be securely attached to the chair.
    6. Where a lithium battery powered mobility aid is specifically designed to allow its battery (ies) to be removed by the user (e.g. a collapsible device), the battery must be removed, the terminals protected from short circuit and carried in the aircraft CABIN.


    Mobility aids with SPILLABLE Batteries

    To ensure the safe carriage of your wheelchair/mobility aid the following must be completed by our airport representatives before the wheelchair is loaded on to the aircraft. Please ensure the following:

    Provided that the Wheelchair / Mobility Aid can be loaded, stowed, secured and unloaded always in an upright position then the battery may remain installed in the Wheelchair/ Mobility Aid. It must be verified that:

    1. The battery terminals are protected from short circuits, e.g. by being enclosed within a battery container
    2. The battery is securely attached to the Wheelchair / Mobility Aid
    3. Electrical circuits have been isolated

    IF the wheelchair or mobility aid cannot be loaded, stowed, secured and unloaded in an upright position, the battery must be removed. The wheelchair or mobility aid may then be carried as checked baggage without restriction. The removed battery must be carried in strong, rigid packaging as follows:

    1. Packaging must be leak-tight, and resistant to battery fluid
    2. Batteries must be protected against short circuits, secured upright in these packaging and surrounded by compatible absorbent material sufficient to absorb their total liquid contents
    3. The packaging must be marked "BATTERY, WET, WITH WHEELCHAIR" OR "BATTERY, WET, WITH MOBILITY AID" and be labelled with the "Corrosive" label and with the "Package Orientation" label

    Thomas Cook Airlines is not responsible for packaging the battery. This must be carried out by a Cargo Shipping Company in accordance with the current Dangerous Goods Regulations. Customers are recommended to make advance arrangements.

    It is recommended to customers that, batteries which are spillable should be fitted with spill-resistant vent caps when feasible.

    Insurance

    If customers are concerned at check-in about insurance for equipment, Thomas Cook Airlines check-in desks are able to offer additional insurance to cover higher value items (charges apply).

    Requesting a wheelchair or buggy at the airport

    Wheelchair assistance to cover distances in the airport, or assistance with an ambulift to avoid stairs on/off an aircraft can be provided free of charge.

    Hiring Equipment in Resort

    Thomas Cook do not have a contract to hire equipment in resort. If you require this service it must be actioned privately.

    Walking Sticks and other mobility aids

    Walking sticks and crutches can be carried on board our aircraft. This will not count as hand luggage so will not impinge upon your standard 6kg allowance. If you are taking a rollator, zimmer frame, or any other mobility aid these can be carried free of charge in the hold of the aircraft (the same procedure as a wheelchair). The mobility aid can be checked in and airport staff will assist you and your medical companion to the aircraft. Alternatively, you can keep your mobility equipment with you until the departure gate where it will then be taken and put into the hold and safely stored.

    Requesting assistance

    For special assistance enquiries, please contact us using the following details:

    If you or any member of your party are taking mobility equipment, you can provide details online via Manage My Booking using the link below:

    https://www.thomascookairlines.com/RetrieveBooking.aspx#intcmp=search_content_manageyourbooking

    If you or any member of your party require special assistance, please contact us free on: 0800 107 3409. Our opening hours are Monday to Saturday from 08.00 – 20.00.

    We cannot be held responsible if you fail to tell us about special needs/requirements that will affect your holiday experience and this means we will not compensate you.

    Flying while pregnant

    We want to make sure you and your baby aren’t put at any risk whilst flying with us. To help we’ve put together the following guidelines. This information is based on flights operated by Thomas Cook Airlines, other airlines policies may vary, please ask for details.

    Expectant Mothers

    Expectant mothers will be accepted without a medical certificate up to the end of the 27th week of pregnancy.

    If you are travelling up to 27 weeks into your pregnancy (at time of return flight) no additional documentation is required in order to travel unless you have experienced any complications.

    Between 28 and 34 weeks of pregnancy a medical certificate* will be required. This must confirm the expected date of delivery and confirm fitness to fly (doctors letter must have been written no earlier than 6 weeks before the outbound date of travel).

    Expectant mothers will not be accepted under any circumstance from 34th week or in the case of multiple pregnancies (twins etc.) you will be unable to travel beyond the 32nd week of your pregnancy (at the time of your return inbound flight).

    * In all cases a 'fit to fly' letter from the pregnant customer's GP, Midwife or Obstetrician should be obtained and this should confirm the expected date of delivery and confirm that there are no complications of the pregnancy. Customers who are at or beyond the 36th week of pregnancy should not fly unless their journey is essential and these customers should receive medical clearance by the company doctor who will discuss the case on an individual basis with the customer's doctor. Customers should be reminded that many holiday insurance policies do not cover complications of pregnancy. Customers who have had a recent miscarriage may fly provided that they have fully recovered and a fit to fly letter should be obtained.

    Please note: Pregnant customers are unable to sit in exit row seats on board TCX aircrafts.

    Miscarriage

    Customers who have had a recent miscarriage may fly provided that they have had no bleeding or pain for at least 24 hours prior to the date of travel. A letter should be obtained from the customer's doctor confirming this.

    Requesting assistance

    If you or any member of your party require special assistance, please contact us free on: 0800 107 3409. Our opening hours are Monday to Saturday from 08.00 – 20.00.

    We cannot be held responsible if you fail to tell us about special needs/requirements that will affect your holiday experience and this means we will not compensate you.

    Seating & Facilities on-board

    Seat Selection

    On Thomas Cook Airlines flights, we aim to provide seats suitable for your requirements. Seats can be booked in two ways:

    1) If you have booked your flight on www.thomascookairlines.com you will be invited to choose seats during the booking process. If you have booked with a travel agent or tour operator or on a different website, you can login to Manage My Booking at www.thomascookairlines.com and use your booking reference to choose seats . (Fees apply for choosing seats online – if you have questions about this please contact us by phone).

    2) Customers can discuss their requirements with our special assistance team who will book a seat number that we consider is appropriate.

    Any customers with reduced mobility will not be able to sit in an exit-row extra leg room seat. If you have selected these via Manage My Booking, you will be re-allocated seats either at check-in or onboard the aircraft.

    Type of Assistance Available on Board an Aircraft

    The assistance Airlines can provide to disabled customers and customers with reduced mobility, includes the following:

    • Assistance moving to and from seats on the aircraft;
    • Providing use of the on-board wheelchair on all Thomas Cook flights – there is no requirement to pre-book the wheelchair. Please note that some Thomas Cook flights are operated by Smartlynx or Avion which may not have an on-board wheelchair – please ask for details of the assistance we can provide if you are flying on one of these aircraft;
    • Helping a customer to and from the on-board lavatory providing this does not involve lifting or carrying the customer;
    • Assisting a customer with their hand luggage on board the aircraft;

    Seating with harness

    If you require use of a harness you will be allocated a window seat on the left hand side of the aircraft (seat A) in a row near the front of the aircraft. All Thomas Cook flights (TCX flight numbers) have Crelling Harnesses (model 27) which can be used if requested in advance by contacting our Special Assistance Department. These are available in three sizes: 27i age 3-5 years, 27a age 6-8 years and 27b age 9 - adult.

    Only two harnesses can be used on any given flight so please advise of this request as soon as possible.

    Customers with a cognitive impairment or learning difficulties

    Assistance is available for customers with Autism, Global Development Delay and other Learning Difficulties. This can include priority boarding and seating being assigned without additional charge for the customer and an additional carer.

    Seat Pitch

    The seat widths on Thomas Cook aircraft vary from 16.25 to 18 inches depending on aircraft type or grade of seat purchased (other Airlines may vary).

    We realise that some customers, due to their size, often find that aircraft seat width is insufficient for their needs. For your own safety and comfort and that of other customers, you must advise your tour operator or your travel agent at the time of booking if you know or are unsure as to whether the seat size on the aircraft will be sufficient for your needs. If you do require additional space, then subject to availability, you can purchase more than one seat located side by side or if you prefer, a wider seat in an upgraded class (where applicable).

    We regret however, that due to additional costs incurred by your tour operator, you will have to pay the full cost of all seats required by you, plus any upgrade supplement per seat.

    Stretchers

    Stretchers are not carried on-board Thomas Cook Airlines flights.

    Requesting assistance

    If you or any member of your party require special assistance, please contact us free on: 0800 107 3409. Our opening hours are Monday to Saturday from 08.00 – 20.00.

    We cannot be held responsible if you fail to tell us about special needs/requirements that will affect your holiday experience and this means we will not compensate you.

    Fitness to fly and travelling with a carer

    Fitness to Fly Certificate

    Some medical conditions require a fitness to fly certificate. If you consider yourself to have a condition that will require your G.P. to give authorisation for travel, please obtain a certificate from your G.P. stating you are fit to travel prior to contacting ourselves. If in doubt please contact us on the numbers shown above. If there is cause for concern or reasonable doubt as to whether a customer is 'fit to fly' we may request medical support in order to make a fair assessment.

    Self Reliant Customers and Carers

    Many airlines can offer a comprehensive range of pre-bookable services designed to meet your specific needs. Just choose the service you require and contact us no later than 48 hours before your departure (services can be booked as early as the day your booking is made) to make your request. We'll take care of the rest.

    In order to meet safety requirements, we may refuse to accept a reservation or ask that a carer travels with you.

    Safety reasons may include the ability to evacuate the aircraft, fasten or unfasten the seat belt, activate emergency oxygen or life jackets.

    A carer must travel with any customer who does not meet the DFT (Department for Transport) code of practice definition of self-reliance.

    In establishing whether someone is "self-reliant" the DFT stipulate that the customer should be independent in the following areas:

    1. Feeding - in most cases the customer should be capable of feeding themselves. Cabin crew could still expect to assist with opening food containers and describing catering arrangements to blind people.
    2. Lifting - the customer should be capable of moving from a customer seat to an on-board wheelchair.
    3. Toileting - the customer should be capable of using the toilet facilities unaided. Cabin crew can assist customers to and from the toilet door with the on-board wheelchair, but cannot assist within the toilet for hygiene reasons.
    4. Communicating - the customer should be able to communicate with cabin crew and understand their advice/instructions.
    5. Medicating - the customer should be capable of administering their own medicines and medical procedures.
    6. Breathing - the customer should not be reliant on supplementary oxygen.

    If you are not self-reliant (capable of taking care of all your physical needs independently in-flight) a carer is required for travel to take care of these needs. The carer must purchase a ticket at the same time. A carer can travel with a maximum of 2 customers requiring additional assistance as outlined above. Airlines will endeavour to ensure that any accompanying person is seated next to the person requiring assistance.

    Requesting assistance

    If you or any member of your party require special assistance, please contact us free on: 0800 107 3409. Our opening hours are Monday to Saturday from 08.00 – 20.00.

    We cannot be held responsible if you fail to tell us about special needs/requirements that will affect your holiday experience and this means we will not compensate you.

    Hearing and visually impaired

    Seating for customers with a sensory impairment

    If you are blind or partially sighted, or deaf or hard of hearing, you can request further assistance, such as pre-boarding or being allocated appropriate seats. If you are unable to travel without assistance you will need to travel with a carer who must purchase a ticket. The assistance that Thomas Cook Airlines offer visually impaired customers and deaf/hard of hearing customers can include an escort to and from the aircraft, individual safety briefings and assistance during the flight. Also, Braille cards are available on some flights on request.

    Requesting assistance

    If you or any member of your party require special assistance, please contact us free on: 0800 107 3409. Our opening hours are Monday to Saturday from 08.00 – 20.00.

    We cannot be held responsible if you fail to tell us about special needs/requirements that will affect your holiday experience and this means we will not compensate you.

    How to provide feedback

    Complaints

    If you have a complaint regarding any issue please contact us via any of the channels listed below:

    For any pre-departure complaints, please contact our Special Assistance team on 0800 107 3409.

    If you need to contact us about a flight or holiday you have returned from, please visit www.thomascook.com/customer-relations to submit your complaint via webform (email or letter) or phone us on 01733 224814.

    Alternatively, you can write to us at Customer Relations Department, Thomas Cook, Coningsby Road,

    Peterborough, PE3 8AB.

    Our liability

    The limits of our liability are set out in Thomas Cook Airlines Ltd Conditions of Carriage and Limitations of Liability on its website (section 13.3). Visit: http://www.thomascookairlines.com/TermsAndConditions.aspx

    If customers are concerned at check-in about insurance for equipment, Thomas Cook Airlines check-in desks are able to offer additional insurance to cover higher value items (charges apply).