Help & Contact

Contact us

If you need some help you can search our FAQ’s 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.

FAQ's

Online Chat

We're here to help

Our online customer service team are here to help. You can chat live with an advisor between 8am and 10pm every day, just have your booking reference to hand and click on the button below.

Thomas Cook Airlines

Manage My Booking

You can use our 'Manage My Booking' journey to view and add extras services like meals, baggage and seats to your booking. You can also enter your Advance Passenger Information (API) and check-for your flight online.

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

If you have a complaint regarding your Thomas Cook Airlines booking or flight, you can contact us online using the following complaint form and our Customer Relations team will review your complaint and respond to you within 28 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 www.cedr.com/aviation.

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

Customer 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.

U.S. 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.

U.S. 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.

Cancellations

If you wish to cancel some or all of your flights you can use the links on the right. If you wish to make a claim through your travel insurance, you will have the option to request for documentation as proof of cancellation within this form.

Please note: Thomas Cook Airlines are 100% non-refundable.

Feedback

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

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.

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 Saturday 8:00 am to 8:00 pm
Tel: 0800 107 3409, local phone 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).

Condor Special Reservations

Monday to Friday from 9:00 am to 7:00 pm and Saturday from 9:00 am to 1:00 pm
Tel.: +49-1806-707-606 (€0.20/call from German landlines, cell phone max. €0.60/call)

Condor Seat Reservation

Online  at www.condor.com or through our Service Center. Tel.: +49-1806-767-767 (€0.20/call from German landlines, cell phone max. €0.60/call)

Miles & More Service Team

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

Thomas Cook Airlines Belgium Seat & Special Reservations

Online at www.thomascookairlines.be or through our Service Center. Monday to Friday from 8:00 am to 8:00 pm, Saturday from 10:00 am to 6:00 pm Tel.: +32 (0)  2 400 34 22, local phone costs apply