Complaint Resolution Official (CRO)
If you encounter problems while travelling on Thomas Cook Airlines, feel free to ask our staff for a Complaint Resolution Official.
Our CROs have been specially trained in sensitivity and awareness, as well as 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 will be glad to respond to your concerns.
Our CROs are available during operating hours at all airport locations, either in person or via telephone.
U.S. Department of Transportation (DOT) Address and Phone Number
Any customer believing 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
U.S. Department of Transportation
1200 New Jersey Ave, SE
Washington, D.C. 20590
Or click on the following link Aviation Consumer Protection Division
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 may call 1-800-778-4838 (voice) or 1-800-455-9880 (TTY) to obtain assistance.
This Hotline also provides general information about the rights of air travelers with disabilities and provides printed consumer information upon request.