Special Assistance

How to provide feedback

Complaints & Compliments

If you have a complaint or would like to share your experience with us please contact us via any of the channels listed below:

If you are yet to travel and would like to discuss your booking, please contact our Online Chat Team on our Frequently Asked Questions page. You can also call the Thomas Cook Airlines contact centre on 0800 916 0652. If you are calling from outside the UK you'll be able to reach us on 01733 224 330. (Please check with your service provider for any additional charges). Lines are open Monday - Sunday 08:00 to 20:00. 

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).  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).