Questions
Here are some frequently asked questions.
You'll notice these are divided in categories, which each have some Q&A's.
Taking out cancellation insurance is possible and we highly recommend it. When cancelling your holiday the costs might be up to 90% of the total trip. All the information about it can be found on
this page.
My child under 16 years of age is travelling alone
- Children under 5 years of age may not travel unaccompanied.
- Unaccompanied minors between 5 and 12 years of age require special assistance.
- Unaccompanied minors between 12 and 15 years of age may also have assistance if so requested but this is not obligatory.
This special assistance is charged. At Thomas Cook Airlines the fee for this is €28 per child and per flight. Children from one family travelling together only have to pay this supplement once per flight.
You must provide the name, address and the telephone number of the person taking and collecting the child from the airport.
Attention, this must be requested in advance via the Contact Center.
Medical assistance
Wheelchair assistance is free of charge but must be requested in advance from our Contact Center. You can use your own wheelchair; your wheelchair will be stored in the hold once you have got onboard.
Please contact our Contact Center or any other queries concerning medical assistance (e.g. extra oxygen onboard).
Pets
You may only take a dog or a cat with you if you have the necessary documents for transporting pets and if your pet is in a ‘carrier’ intended for this purpose. Ask a pet store about this. Also read article 7.5 of our special conditions.
- A limited number of animals weighing less than 6 kilograms are permitted in the cabin. Thomas Cook Airlines charges €15 per dossier for transporting a pet weighing less than 6 kg.
- Animals weighing 6 kg or more may only travel in the hold. At Thomas Cook Airlines you will then pay €12/kg for a return trip in the same dossier.
Transporting pets must be requested in advance from the Contact Center .
Sports equipment
General
Please always inform our Contact Center (mail klaarzetten mailto:info@thomascookairlines.com%20?subject=special request) if you wish to travel with sports equipment on the flight. If you do not do so your sports equipment will be refused at the check-in. Also check article 7.6 of our special conditions.
Golfing equipment
At Thomas Cook Airlines you can take a golfing bag with you with a maximum weight of 25 kg. The fee for this is €42.5 per flight in Economy Class and €20 per flight in Premium Service.
Diving equipment
You can take a bag specifically for diving equipment with a maximum weight of 20 kg (weight belt included). Thomas Cook Airlines charges a fee of €42.50 per flight for this to all destinations with the exception of Egypt. For all Egyptian destinations you only pay €27.5 per flight.
There are a few restrictions: cylinders are not permitted and a diving lamp without the long battery are only permitted in your hand luggage if the bulb is packed separately.
Surfing equipment
Thomas Cook Airlines allows you to take surfing equipment on the flight up to a maximum of 30 kg. The fee for this is €40 per flight. Note: surfing equipment is not permitted on transfer busses.
Bicycle
In order to be allowed to travel with a bicycle it must be in a strong box or bag: handlebars folded towards the frame, the front wheel removed, pedals folded up and tyres deflated. CO² cartridges cannot be taken on board.
Thomas Cook Airlines charges €20 per bicycle per flight. If you have reserved a bus transfer on site, a request must be submitted by our Contact Center and the bus company might charge a fee to transport your bicycle.
Special in-flight meals
In addition to standard meals the following meals may be requested from our Contact Center: vegetarian, kosher, gluten-free, Halal, diabetic. At Thomas Cook Airlines the additional fee for these meals is €9 per meal per flight. For a kosher meal fee of €28 is charged per meal and per flight.
The fees stated above are only valid for Thomas Cook Airlines flights. Other rates may apply on flights with our partner airlines. These are available from our Contact Center.
If you make an online booking your booking is only confirmed after payment in full. We accept the following credit cards: American Express, Visa and MasterCard. Your information is secure in this transaction by means of the most reliable SSL software (Secure Socket Layer) and is managed by Ogone. If you have an account with Dexia and/or KBC you may also make payment through your own Web Banking software.
Unfortunately you cannot reserve your flights via our website if you do not have any of the payment facilities mentioned above. Then please contact a travel agent in your area.
Our
Contact Center will be happy to help you book a rental car. Please always give the booking number for your flight.
The more exclusive Premium Service is offered on all Thomas cook Airlines flights.
Premium Service comprises the following services for flights departing after the 31st of March:
- a separate and fast check-in in Brussels Airport
- 25 kg of luggage allowed (instead of 20 kg) - new
- seats at the front of the plane
- a glass of champagne - new
- a nice meal prepared by chef Wout Bru - new
- a free headset so that you can enjoy the inflight entertainment program - new
The Premium Service surcharge is only € 20 to € 35 per person per trip for flights departing until the 31st of March, depending on the destination. Book your Premium Service online or contact our Contact Center.
It may exceptionally occur that the Premium Service booked by you is not available on operational grounds. In that case the extra fee already paid shall be refunded by simple written request. The Premium Service benefits may deviate from those described above for some destinations.
Taking out the Thomas Cook Assistance travel insurance is possible and we highly recommend it. Medical costs can be extremely high. All the information about it can be found on
this page.
It is possible that you entered the booking details incorrectly or there may be a technical problem. Please try again or make a note of the error, the error code and when the error occurs and then
contact us.
• The airport tax is included in the price of the airline tickets. The amount of this airport tax depends on both the arrival airport and the departure airport. You will find a list on the back of your invoice. VAT on airline tickets is 0%.
Your luggage from Thomas Cook Airlines may comprise of a maximum of 2 bags: 1 piece of main luggage of a maximum of 20 kg and 1 piece of hand luggage of a maximum of 6 kg. The dimensions of the hand luggage can not be larger than 55 x 40 x 20 cm. If you are flying with another airline, this information is shown on your tickets.
In the event of excess baggage, you shall have to pay a surcharge per kilogram at the check-in counter of the airline. A wheelchair and a children’s pushchair are extra baggage for which there is no surcharge.
If you wish to take along sports luggage (diving equipment, golf bag, bicycle, etc.) or if you require special assistance (wheelchair users, unaccompanied minors, etc.), then you must always inform us of this situation. Requests must be submitted within 24 hours of your booking via our contact centre.
In order to ensure everything runs smoothly we ask you to check in at the airport for your flight, 2 hours before departure.
In Brussels, Oostende, Liege and Lille our Thomas Cook Airlines host/hostess will be waiting for you and will direct you to the check-in desk of the airline. On departure from a different airport than those stated above, you should proceed directly to the check-in desk of the airline handling your flight.
Pay attention that the correct destination, class and flight number are shown at the desk. At check-in you will be asked to provide your travel documents and proof of identity (check the page ‘What travel formalities must I comply with?’).
Your luggage will be weighed, a label affixed to them and will be transferred to the aeroplane. As proof of check-in you will be given your boarding card a copy of the luggage label that you must keep until you have collected your luggage from the conveyor belt at the destination.
You may now proceed with your boarding pass to the 'gate' indicated where a customs-official will check your boarding card and identity.
Enjoy your trip!
Flight schedules are always liable to change. You will be informed of any changed of flights departing from Belgium. We would ask you to
call the Thomas Cook Airlines Service at your destination concerning flights to Belgium one or two days before travel to check the flight number and departure time. You can always call our
Contact Center if you have any difficulties or any doubts.
Within an hour after payment of your booking you will receive a travel confirmation by email. Please
contact us if you do not receive confirmation by email within 1 hour after concluding your booking.
With bookings more than 2 weeks prior to departure, the travel documents are always sent by post to the address given in your booking.
If you book your flights less than 2 weeks in advance, the document are no longer sent to this address but will be available for you at our Thomas Cook Airlines-counter at the airport (Brussels, Oostende, Liege or Lille). Always take your dossier number (booking number) and proof of payment from your bank with you. If you are not departing from one of the aforementioned airports our local representative will be waiting for you at the check-in in the airport of departure to give you your travel documents.
General
Are you planning to make a trip abroad soon? Then be sure not to forget to check the travel formalities for your destination country and request the necessary documents in good time. The latest information on this can be found on the website of the Federal Public Service Foreign Affairs, Foreign Trade and Development Cooperation: http://www.diplomatie.be/
At check-in
At check-in, every traveller must comply with the required travel formalities of the country of origin and the destination country. The name shown on the travel document must be the same as the name given when making the reservation. If the traveller is unable to present the required documents, s/he is not allowed to board. All costs resulting from this are paid by the traveller.
For non-Belgians and naturalised Belgians:
For travellers who have a nationality other than Belgian, separate rules apply. These also apply to naturalised Belgians for certain countries.
In most cases, a passport is sufficient. The residence permits of non-Belgians are not valid as travel documents. In some cases, you must be in possession of a visa and must be able to present a return ticket.
Please always contact the respective embassy or consulate for more information.
Thomas Cook Airlines must comply with certain restrictions for the sale of tickets to Aqaba (Jordan), according to which sale to non-EU nationals is not permitted. If these rules laid down by the local authorities are not complied with, a fine is charged both to the passenger and to Thomas Cook Airlines.
For travellers of Belgian nationality:
If you are travelling to a country in the European Union, your ID card is sufficient. (It must be valid for at least three months after your return.)
For countries outside the European Union, a passport is normally required. (It must be valid for at least 6 months after your return.) Children under the age of 12 must also have a valid identification card with a photo.
IMPORTANT: please be aware of the procedure for children. it takes about 3 weeks to order a new Kids ID for children under the age of 12 (applicable in most cities)
When travelling to certain tourist destinations, travellers will be asked either on the outward flight or upon arrival to fill in a tourist card or pay a visa fee.
Below you will find all the info about the documents required for a tourist trip of maximum 90 days, for all countries to which Thomas Cook Airlines offers flights. This information is constantly subject to change.
Bulgaria
Cuba
- Passport
- Tourist card (included in the price of the return flight you booked with Thomas Cook Airlines; to be obtained from the Thomas Cook Airlines desk in Brussels and correctly filled out in block capitals prior to check-in)
- A visa for a stay of longer than 30 days
- Restrictions: The Cuban authorities forbid travellers to bring in portable DVD players, GPS applications, Playstations and suchlike.
Croatia
Cyprus
Dominican Republic
- ID card
- Tourist card (included in the price of the return flight you booked with Thomas Cook Airlines; to be obtained from the Thomas Cook Airlines desk on departure from Brussels)
Egypt
- ID card for stays shorter than 1 month
- Passport for a stay of 1 month or longer
- The visa which you obtain on arrival at the airport from the employees of Bright Sky Travel, our local agent. For this you need 2 passport photographs and must pay EUR 17 per traveller (subject to conditions).
France
Greece
Italy
Jamaica
- Passport
- Tourist card: obtained during the flight or on arrival, to be filled in personally
Jordan
- ID card (still valid for at least 6 months after your return flight)
- Important note: Passport is required if you booked your ticket within 5 working days prior to departure, if you have booked a diving package or if you wish to make an excursion into a neighbouring country.
- Upon reservation, you must provide the following information on all travellers to Thomas Cook Airlines: nationality, card number and the validity date of your ID card and passport
- You can acquire a visa upon arriving at the airport in Aqaba, and it is free. Bring 2 passport photos per passenger, including children.
- You must pay a departure tax of around JOD 25 upon leaving Jordan, including therefore when you make an excursion to a neighbouring country.
Kenya
- Passport (still valid for at least 6 months after your return flight)
- You can acquire a visa upon arriving at the airport in Mombasa by handing in a completed request form given out during the flight. Payment for a visa on arriving in Kenya can only be made in USD and costs USD 25 (preferably in exact change). Note: If you are combining your stay in Kenya with a stay in Zanzibar, you must request a visa for ‘multiple entries’ on arrival in Kenya. If you are travelling through en route to Tanzania, a separate visa is obligatory (USD 50 on arrival). (prices can change at all times)
Malta
Morocco
Mexico
- Passport
- Tourist card: obtained during the flight or on arrival, to be filled in personally
Montenegro
Portugal
Spanish mainland, Balearic Islands and Canary Islands
Thailand
- Passport (valid for at least 6 months counting from the outward flight)
- Visa, for stays of longer than 30 days
Tunisia
- Passport
- except for citizens with both Belgian and Tunisian nationality: Tunisian passport
Turkey
- ID card
- You can obtain a visa upon arrival at the airport in Turkey upon showing your ID card subject to a payment of EUR 15 (subject to conditions). Be sure to keep your document safe, as it will be requested when you leave the country
Zanzibar (Tanzania)
- Passport (still valid for at least 6 months after your return flight)
- You can acquire a visa upon arriving at the airport in Zanzibar by handing in a completed request form given out during the flight. This visa costs 50 US dollars on arrival (preferable in exact change). Note: If you are combining your stay in Zanzibar with a stay in Kenya, you must pay for a separate visa at arrival in Mombasa/Kenya (25 UD dollars) (prices can change at all times)
More information
If you are bringing your pet with you on the trip:
Your pet, too, must fulfil the required travel formalities. Ask your vet for information in good time. If you are travelling to a country outside the European Union, you would do best to contact the embassy or consulate of the destination country.
If you wish to rent a car while on holiday:
The Belgian driver’s licence is not valid everywhere. In certain countries, you can only rent a car if you possess an international driver’s licence. Ask the embassy or consulate of the country to which you are travelling for this information.
Important restrictions on liquids in hand luggage:
The European Commission has approved a directive (no. 1546) whereby new measures are in force for air transport. This new regulation imposes heavy restrictions concerning liquids in hand luggage and is in force for all flights departing from airports in the European Union (regardless of destination or the nationality of the passenger). These restrictions are moreover also in force at a lot of airports outside the European Union.
This directive exclusively relates to baggage that is taken into the cabin (hand luggage) and consequently does not affect checked-in luggage transported in the hold. Products with a liquid volume of over 100 ml may consequently be transported in the luggage that is checked in.
Any packaging that contains a liquid may have a max. content of 100 ml. Passengers can take a number of liquids with them, as long as the 100 ml rule is respected. The term liquid is defined very broadly and includes gels, sprays, toothpaste, etc.
All liquids present in the hand luggage, must be offered to the security control in a transparent plastic bag with a maximum volume of one litre. This bag must be closed using an elastic band, clip or other closing mechanism. Only one plastic bag may be presented per passenger. This rule is valid both for adults and children (not babies). The liquids must fit in the plastic bag (the plastic bag may not bulge). All products failing to comply with this regulation shall implacably be thrown in the rubbish by the security control.
Exceptions may be authorised for medicines, baby formula and diet food required for the flight. These may be taken in the hand luggage and consequently do not have to be placed in a transparent plastic bag. Passengers taking unusual medical liquids with them are advised to take a medical certificate (preferably in English) with them.
Buying liquids in the tax free shop is still possible but these will be packed by the tax free shop in a sealed, transparent plastic bag that may not be opened by the passenger until he has reached his final destination.
This new European regulation also stipulates that passengers are obliged to take off their coat or jacket at the security control and to remove portable computers or other large electronic equipment from the hand luggage.
It is more important than ever to arrive early, a minimum 2 hours before departure, at the airport as these new regulations cause very long queues at the security control.
In order to provide you with the correct information, we have prepared the following FAQ.
1. Which flights fall under the new regulation?
The new regulation is valid for all flights leaving from an airport in the European Union, regardless of the destination or the nationality of the airline.
2. How is the term “liquid” defined?
Liquid is defined as different types: completely liquid products like drinks and perfume or semi-liquid products like gels, pastes, lotions, blends and aerosols. A few examples: all types of drinks, syrup, perfume, hair-gel, shower gel, toothpaste, face cream, body lotion, sun cream or oil, liquid soap, deodorant and other sprays, shaving cream, etc.
3. Is the regulation also valid for water?
Yes, the regulation is also valid for water.
4. Can passengers take multiple packs of 100 ml?
Yes, passengers can take multiple packs of a max. of 100 ml as long as these do not exceed the volume of one, one-litre, plastic bag.
5. In what type of plastic bag must liquid products be transported?
The plastic bag in which liquid products may be transported must be transparent and resealable and must have a maximum content of one litre. E.g.: freezer bags available from all supermarkets.
6. What provision is there for passengers that require medicines, a special diet or baby food during the flight?
The regulation includes exceptions for passengers who require medicines or a liquid diet. The passengers may only take the quantity required during the flight with them. This is also true for baby food. These products may be taken in the hand luggage are do not have to be placed in a transparent plastic bag. The passenger may be requested to prove at the security check that the products are really medicines or special foods. For that reason we also advise customers to take a medical certificate (preferably in English) for the medicines and special diet.
7. Can passengers still buy alcohol and perfumes in the tax free shops?
Yes, it is still possible to buy larger quantities, for example of alcohol and perfume in the tax free shops at the airport. The items purchased will then be put in special sealed bags by the tax free shop.
8. Can passengers still buy alcohol and perfume on board the plane?
Yes, these items can still be purchased on board the plane.
You can change your ticket up to 72 hours before departure on condition of payment of an administrative fee and any additional price for your new ticket. The administrative costs for short and medium haul flights are €75, for long haul flights (exotic destinations) these costs are €125.
From 72 hours before departure any change is considered a cancellation and costs 90% of the dossier price and the price of your new ticket.
In the event of a no-show at the airport without any statement of cancellation your ticket will lapse.
Service is more than just a customer-friendly term at Thomas Cook Airlines because your trip already starts on the aeroplane.
In addition to the smile of our staff on board we also offer a whole range of in-flight services on our Thomas Cook Airlines planes.
A brief summary of these services is given below:
- carefully prepared meals with entrée and dessert (a snack, hot or cold meal depending on the time of the flight)
- soft drinks during the meal
- in-flight magazine Thomas Cook Airlines with a range of holiday stories, interesting facts, the audio and video guide and an overview of the items sold on board
- in-flight entertainment with film and music stations (something for everyone: light classical – French– Easy Pop – Jazz – International Pop – Relax/New Age – Kids)
- tax free shopping items for sale (tobacco and alcohol are not available on flights within the EU, take customs limits into account for the amount of tax-free items on flights outside the EU)
- children are given a fun toy/travel pack
- facilities for your baby: there is a changing table available in the toilets and baby food can be heated up; your baby will not be given its own seat and you will have to hold you baby on your lap during the flight.
This service may deviate with our partner airlines.
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Special and general conditions
What is done to locate my baggage?
With the information you gave us we have issued a baggage report (PIR) and a world-wide tracing has been initialised. Please check your copy if the data is complete and correct.
We will doe everything to return your baggage to you as quick as possible.
Please send the documents to our Customer Service department.
What can I do if I urgently need clothing and/or cosmetics?
Until the arrival of your baggage you have the possibility to purchase urgently needed artickles within the limit of the maximum liability. You are obliged to buy at lowest cost.
After the delivery of you baggage we refund the purchased articles by 50% (maximum € 240 for delayed baggage at your holiday destination).
What’s next?
Should your baggage have not been returned to you within 3 days, we will initiate an extended search. In the case please forward following documents to our Customer Service department:
- the reference number of your baggage report (PIR)
- a detailed list of the contents of your baggage
- your flight ticket
What happens if my baggage could not be located?
Should the search not lead to a positive result, you will be informed in writing and your documents will be submitted to our Customer Service department. You will receive a financial compensation according to the maximum liability.
Who will take over the costs for the repair of my damaged baggage?
When your baggage is damaged you need to fill in a damage report at the airport (DBR, Damaged Baggage Report) and send this to our Customer Service department within 7 days.
After verification the Customer Service department will reimburse the costs within the limit of the maximum liability.
Following documents are necessary:
- the damage report (BDR)
- your flight ticket
- the baggage claim tag
- the receipt for the repair
What can I do if the baggage is not repairable?
Your claim will be settled according to the maximum liability. Please send following documents to our Customer Service department:
- the damage report (BDR)
- your flight ticket
- the purchase receipt or details about age and purchase price of the damaged baggage
Please retain the damaged baggage until final settlement.
What can I do in case something is missing out of my baggage?
Please report the loss in writing to our Customer Service department within 7 days and attach following documents:
- the purchase receipts of the missing items or details about age and purchase price
Missing items will be reimbursed within the limit of the maximum liability after verification. However, we assume no liability for valuables, jewellery, photo equipment, electronic devices or documents!
The consumer does not have the right to cancel the purchase.
Royal Decree dated 18 November 2002 relating to the exclusion of some agreement at a distance in relation to the execution of services for accommodation, transport, the catering industry and leisure industry, the scope of application of articles 79 and 80 of the Act of 14 July 1991 relating to commercial practices and the information and protection for the consumer.
For all questions after your flight that are not related to luggage please contact our
Thomas Cook Airlines Customer Service.
A pushchair or a stroller can be brought as far as the entrance of the plane and is then stored in the baggage compartment
You can only take a dog or cat.
- If they weigh less than 6 kg, the number allowed in the cabin will be restricted. The animal must be in a specially designed "cage".
- Animals weighing more than 6 kg must travel in the baggage compartment.
Attention, a request to transport pets must be submitted to our contact centre in advance.
- children under age 5 : may not travel alone
- children between ages 5 and 12: assistance is obligatory
- children between ages 12 and 16: assistance is not obligatory
Assistance costs € 25 per child per direction. When several children from one family travel together, this supplement need be paid only once per direction. You must provide in advance the name, address and telephone number of the person who will bring the child and of the person who will collect the child.
Please note: a request for assistance must be submitted to our contact centre in advance.
• Beyond the standard meals, the following meals can be
requested: vegetarian, kosher (supplement €25 per meal per direction), gluten-free, hallal, diabetic.
Suitable assistance is possible for each situation, for help with this call our
Contact Centre.
A wheelchair can be brought as far as the entrance to the plane and is then stored in the baggage compartment. Please note that this must be requested in advance. You can make this
request here.