Help & Contact

Contact us

Check our FAQs or ask one of our customer service team online using our live chat service below – you’ll just need to have your booking reference to hand. Alternatively you can use one of the forms or contact details listed.

How can we help?

Ask our team anything

Cancellations & refunds

If you did not book you flights directly with Thomas Cook Airline or it is a package holiday, you will need to contact your booking agent.

If your flights have not travelled yet
If you need to cancel part of your reservation or your full reservation please call our Customer Contact Centre on 01733 224 330. You will need to be the lead passenger to do this and have your booking reference.

If all your flights have already departed and you didn't travel on them
All fares & optional extras are 100% non-refundable once confirmed - this also applies to any change in personal circumstances, including but not limited, to medical grounds.

We can also arrange for a No-Show letter if you were unable to travel or an Insurance letter can be produced for you, should you require documentation for insurance purposes. 

Can I claim my APD, Airfare Fees and taxes back?

  • If you book with us and don't use your ticket, you can claim a refund for your Air Passenger Duty (APD). You need to do this within 28 days of the departure date. Please note we charge a £25 admin fee for each booking requiring an APD refund.
  • Contact us to arrange this.

For Package holiday please refer to the terms and conditions provided at time of booking and contact the agent where the booking was purchased from.


Flown with us and something wasn't quite right? Here's our complaint form if you need it. Our team will review your complaint and get back to you within 28 business days.

If you have already sent your complaint to us and we have been unable to resolve, you can make use of our Alternative Dispute Resolution (ADR) scheme which has been approved by the Civil Aviation Authority (the CAA) and is provided by the Centre for Effective Dispute Resolution (CEDR). CEDR is an independent resolution provider certified by the CAA to adjudicate disputes between airlines and their passengers that have not been resolved through the airline's own complaints procedure. You can find out how to send your complaint to CEDR by visiting their website

An Online Dispute Resolution platform has been created to allow consumers online access to Alternative Dispute Resolution, you can access this here.

Request special assistance

If you have any disability, medical need or if you have difficulty moving around you’ll find the information you need for a smooth journey here. To take full advantage of the free assistance that is available you will need to inform us at least 48 hours prior to departure.

Complaints relating to special assistance requirements

Complaint Resolution Official (CRO)

If you encounter problems during your Thomas Cook Airlines flights then please ask one of our team for information on how to contact a Complaint Resolution Official.

Our CRO’s are specially trained in sensitivity and awareness as well as the applicable Federal Aviation Administration (FAA), U.S. Department of Transportation (DOT), Air Carrier Access Act (ACAA) and Americans with Disabilities Act (ADA) regulations and legislation. 

They are available during operating hours at all of our airport locations, either in person or over the phone, and will be able to respond to your concerns.

US Department of Transportation (DOT) contact details

Any customer who believes that Thomas Cook Airlines has violated any provision of Title 14, Code of Federal Regulations, Part 382, may file a formal complaint under the applicable procedures of 14 CFR Part 382.65 at the following address:

Aviation Consumer Protection Division
Attn: C-75-D
U.S. Department of Transportation
1200 New Jersey Ave, SE
Washington, D.C. 205090

Tel: (+1) 202-366-2220

Or click here for more information.

US Department of Transportation (DOT) Disability Hotline

If you have experienced time-sensitive, disability related air travel service problems that require immediate attention you can call (+1) 800-778-4838 (voice) or      (+1) 800-455-9880 (TTY) to get assistance.

This hotline also provides general information about the rights of air travellers with disabilities and provides printed consumer information on request.


To drop us a comment, or say thank you to a member of our staff, you can use these links

Other contact numbers

Please note that if you are calling to make changes to your booking, we will need to speak to the lead passenger.

Thomas Cook Airlines UK Support Team

Monday to Sunday from 8:00 am to 10:00 pm 
Tel: 01733 224 330 (please check with your service provider for any additional charges).

Thomas Cook Airlines UK Special Assistance Team

Monday to Friday: 8:30 am to 6:00 pm

Saturday: 8:30 am to 5:00 pm

Sunday: closed

Tel: 0800 107 3409, local call costs apply 

Thomas Cook Airlines USA Support Team

Monday to Friday from 8:00 am to 11:00 pm CST

For USA & Canada*: Tel: 1-855-759-3665  free of charge
From all other countries: Tel: 1-630-4912491 (please check with your service provider for any additional charges).

*For hearing and speech impaired customers please dial 711 or use the toll free number for the voice relay in your state.

Condor Customer Contact Center

Phone: +49 (0) 6171 - 6988920*
Available 24 hours, 7 days a week

*All telephone lines belong to local landline network. Costs may vary depending on provider charges and/or usage of mobile phones

Condor Special Assistance Team

Phone: +49 (0) 6171-69889-78 (German & English)*
Business hours: Monday – Friday  09:00 – 19:00    //  Saturday  09:00 – 13:00

*All telephone lines belong to local landline network. Costs may vary depending on provider charges and/or usage of mobile phones.

Miles & More Service Team

Tel.: +49-69-209-777-777

Website security

To report any website security issues or suspicious activity please contact us using this email address. Unfortunately emails not directly related to website security will not be addressed or responded to.