Extras/Services Terms and Conditions

Complaints

If you have a complaint regarding any issue after you have travelled please contact us here

Tel: 01733 224 814
Online: www.thomascook.com/customer-relations
Post: Customer Relations Department, Thomas Cook, Coningsby Road, Peterborough, PE3 8SB.

Receipt of your complaint will be acknowledged at the earliest opportunity and a response will usually be provided within 28 days. Where it is necessary to contact a third party supplier to investigate your complaint, further time may be required to provide you with a full response.

For complaints or queries relating to the content or operation of this website please click here.

If you are not satisfied with your flight arrangements please complain as soon as possible to the most appropriate person available at the airline/airport. If you are still not satisfied, please ask for an complaint report form from the airline/airport's representative before you leave the airport. You should complete this straightaway, return it to the airline/airport's representative and ensure you obtain a copy, again before you leave the airport. When you get back home, send a copy of the report form to the Customer Relations Department (address as above) together with a covering letter, giving full details of your complaint and including your booking reference. This should be done within 28 days of returning home.

We should point out that failure to follow the above procedures (which includes failure to complain, as set out above, within 28 days of your return home) may reduce or extinguish any rights you have to claim compensation from Thomas Cook Airlines. Any such rights will be reduced or extinguished if, had you done so, you or Thomas Cook Airlines could have taken steps to reduce the loss or damage suffered or entirely prevented it from being suffered. It is difficult and sometimes impossible to properly investigate a complaint if the complaints procedure is not followed. Your right to compensation may be reduced or extinguished should any delay in your complaint being notified prevent Thomas Cook Airlines from carrying out a proper investigation.

ABTA Arbitration Scheme: If you are not satisfied with the outcome of any investigation into your complaint, you may ask for your complaint to be considered under a special scheme devised by The Travel Association (ABTA) and administered independently by the CEDR Solve, a leading mediation and dispute resolution service. Please bear in mind that this special scheme is only available for claims against Thomas Cook Tour Operations Limited (trading as Thomas Cook Airlines) or Thomas Cook Retail Limited, and not against any airline or other supplier, as the airline/other supplier is not a member of ABTA. Please also carefully consider the extent of responsibility that we or Thomas Cook Airlines has for your booking (see under "Our Responsibility") before you make a claim against either of us . The scheme provides for a simple and inexpensive method of arbitration on documents alone, with restricted liability on the customer in respect of costs. Full details will be provided on request or can be obtained from the ABTA website (www.abta.com). Before you can apply for arbitration, you will need to register your complaint with ABTA. The scheme does not apply to claims for an amount greater than £5,000 per person. There is also a limit of £25,000 per booking. In addition, it does not generally apply to claims which are solely in respect of physical injury or illness or their consequences. The Scheme can however deal with compensation claims which include an element of minor injury or illness subject to a limit of £1,500 on the amount the arbitrator can award per person in respect of this element. The application for arbitration and statement of claim must be received by the ABTA within 18 months of the date of your return flight. Outside this time limit arbitration under the Scheme may still be available if we agree, although the ABTA Code does not require such agreement.