Help & FAQ's

From finding information to getting in touch, we have the answers to some of the most commonly asked questions about the Thomas Cook Style Holidays.

1. How do I make a booking?

   Bookings can be made online on our website, following our booking journey. If you are unable to locate your ideal holiday online, you can call our sales team on 0871 895 0095 who will be happy to assist you. Calls may be recorded for training purposes. Calls cost up to 10p per minute from BT fixed lines (mobile and other providers' charges vary)

2. What flight extras are available to add to my booking?

   You can, during the booking journey add the following extras to your flight. Please select for further information;

   Baggage allowance
   
   

   You can also choose from the following pre-bookable extras:

   Executive Lounge facilities
   Champagne and chocolates for special occasions

3. How do I find out about check-in procedures?

   You can find check-in information in our Holiday Information pages
   Checking-in information in the At the Airport section.
   Online check-in in the flight information section

4. What forms of payment can be used?

   Paying by card
   We accept payment by UK issued Visa, Mastercard, Visa Delta, Maestro (Switch), Solo, Visa Electron, Thomas Cook Credit Card. The use of credit cards, i.e. Visa and Mastercard will incur a £5.95 process charge. This charge is levied by your card supplier at the point of their invoice to us and is called the 'Acquiring Charge'. There are no charges for using a debit card or a Thomas Cook Credit Card.

   Paying with a voucher
   We do accept Thomas Cook Worldwide Travel Vouchers. Simply book and pay as normal using your choice of card payment, then send your vouchers by special delivery with your booking reference and details to:

   Thomas Cook Direct Accounts
   Aldermanbury
   2-4 Godwin Street
   Bradford
   West Yorkshire
   BD1 2ST

   Once the vouchers are received, the value will be refunded onto the original card used during the booking process. We cannot be held responsible or any vouchers which go missing during the postal process which are NOT sent using an insured method of postage. Please note: Vouchers received after 14 days after your departure will not be accepted. If you wish to use another type of promotional voucher, please see the Terms and Conditions on the voucher for how to redeem. These are generally not used online and you may be required to call our sales team.

   Is the personal information I enter kept secure on your website?

   All our booking pages are secure using Secure Sockets Layer (SSL) encryption, which encodes all your personal information so that it is accessible to only you and us. We will use your information to ensure all documents are issued correctly and payments are secure. This encryption process makes doing business over the Internet more secure than making the purchase by telephone.

5. How do I receive my tickets and booking documentation?

   When booking online you will receive an e-mailed confirmation at time of booking. Please note: When booking through our sales centre, you will not receive this e-mail. Written confirmation will be sent to all Thomas Cook Style bookings around 7 to 14 days after booking. Documentations including tickets, invoice and insurance documents will be received by post. Tickets will generally arrive 7 to 10 days before your departure / start of your stay. However, if your flights are booking within 2 weeks of departure, your tickets will need to be collected from the Thomas Cook Ticket Desk at the Airport. This method is called a Ticket on Departure.

6. Where do I find out about terminal information at the airport?

   All terminal information will be printed in your ticket booklet. If you require information before you receive your tickets please contact our Sales Team on 0871 895 0095 who will be happy to assist you. Calls may be recorded for training purposes. Calls cost up to 10p per minute from BT fixed lines (mobile and other providers' charges vary).

7. What is ATOL protection contribution, and how does this affect me?

   From 1st October 2009, £2.50 per person of the cost of air holiday packages or flights as appropriate (excluding published fare flights) is paid to the Civil Aviation Authority to provide ATOL protection to you. This means the money you have paid for these arrangements is fully protected. Please ensure you retain a copy of your booking receipt and confirmation invoice. Please also note, the £2.50 charge is payable when you book your travel arrangements and is non-refundable if you cancel your booking.

8. What are the age requirements on bookings?

   For travel purposes, a Senior Citizen is someone who will be 60 or over on the date of their return to the UK and are usually in a different insurance class, so we need to be able to offer you the right insurance product.

   Adult: Is someone over 13 on the date of their return to the UK. (When hiring a car, please remember that to hire a car in Europe you have to be 21 or over. To hire a car in the U.S. you must be 25 or over.)

   Customers must be at least 18 years of age to make an online booking. If you are 16 or 17 and wish to make a booking you will need to make your booking at a Thomas Cook store with your parent or guardian with you. Under 16’s may not travel alone.

   Child: Is usually between 2 and 12 years on the date of their return to the UK. However, some some package holidays allow child ages up to 16 years of age this will be shown during the website journey. You will only receive a child price if there are a minimum of 2 adults in the same room as the child.

   Children are often eligible for child rates or free child places. Child places may be available up to 17 years of age - if this is the case, we'll let you know when you're booking the accommodation part of your holiday.

   There may be occasions when the total holiday cost will be lower when booking children as adults. However, this may mean that the child booked as an adult may not be able to take advantage of some bookable children's facilities/ clubs at your accommodation. Before booking, be sure to check there are no restrictions on children staying at the accommodation (such as Adult Only property).

   Infant: Is under 2 years on the date of their return to the UK. This means that if your infant will turn 2 during your holiday, you will need to book them as a child. Infants travel for a small fee in a cot or on an adult's lap. If you want your infant to have their own seat, he or she will be counted as a child and will be paid for as a child.

9. What do I do when having problems booking online?

   If you have any problems with processing your booking online such as a website error, or if your computer has crashed/frozen at the final stage of booking and you are unsure if your holiday has been booked please contact a member of our Support team on 0871 895 0095. (Mon - Fri: 9am - 5.30pm, Sat 9am - 5pm & Sun: 11am - 4pm)

   Remember that prices and choice may differ when booking over the telephone. Calls may be recorded for training purposes. Calls cost up to 10p per minute from BT fixed lines (mobile and other providers' charges vary)

10. How do I cancel or amend my booking?

    If you have already made a booking, have a query before you travel, need to make a change to your booking or wish to make any special requests on your booking, you can speak to one of our Support Team members, please call on 0871 895 0095. (8am - 8pm, Monday to Saturday).
    Calls to 0871 cost 10p per minute at all times, from BT landlines (mobile and other providers' charges may vary).

11. What is API (Advanced Passenger Information) when relating to my flights and what information is required?

    Tour Operators and Airlines are required to give details of the full address of your destination accommodation, country of residence and your passport details to the U.S authorities prior to the departure of flights to comply with US security requirements. You must provide the required security information on www.thomascookairlines.co.uk, between 3 months and 7 days before departure. (This includes customers flying with other charter airlines as well as Thomas Cook Airlines). We recommend the lead passenger on your booking takes responsibility for completing the information on behalf of all other passengers on your booking). It is important the information collected by Tour Operators and Airlines as part of US Advanced Passenger Information is the same as the information you have submitted under ESTA as any differences may delay or prevent your entry to the USA. See passport and visa requirements for more information.

12. Deep vein thrombosis

    If you are concerned and need some advice about the symptoms or prevention of DVT, please contact your doctor before travelling. Please see our information regarding Deep Vein Thrombosis for some basics on how to reduce the risk.

13. Can I order a brochure?

    You can order a brochure on our website.
    Order a brochure in the brochure section.

14. When do I need to pay for my holiday?

    When booking your Thomas Cook Style holiday outside of 10 weeks before departure, you will be given the opportunity to pay a deposit, with the remaining balance due 8 weeks prior to departure. You can make payments towards your balance after your booking has been made. To make these payments or for more information, please call 0871 895 0095. Calls may be recorded for training purposes. Calls cost up to 10p per minute from BT fixed lines (mobile and other providers' charges vary)

15. Contacting Thomas Cook Style regarding your holiday

    See the Contact us section on our website.