Welcome to Help and FAQs

Your tickets are sent to the e-mail address provided at time of original confirmation. Please ensure you print the e-ticket as you are required to present this at check-in.

If you need your e-ticket resending please follow the below links.

Flight only bookings made directly on www.flythomascook.com please click here

Flight only bookings or a Packaged Holiday booked directly with Thomas Cook please click here

Please be advised, if you have made your booking through an agent please contact them directly as the e-tickets will be sent to them directly.

To travel with Thomas Cook Airlines you must have a valid passport.

The following information applies to British Citizen's holding a UK passport issued in the UK. Non-British Citizen passport holders or British Citizens holding a UK passport issued abroad should contact the appropriate consulate or embassy for clarification. If your stay is for more than 28 days, additional requirements may apply - in this case you should also make appropriate enquiries to ensure you satisfy the entry requirements of the country you are visiting. Please note, both passport and visa regulations can change and you should therefore check with your travel agent or the relevant embassy well in advance of travel. It can often take some time to obtain a visa, so you are advised to apply in plenty of time.

Non-British Citizen Passport holders: may require visas to enter countries which are signatories to the Schengen agreement and contact should be made with the appropriate consulate or embassy for clarification.

Passport validity: A valid passport is essential when you travel abroad. Although UK passports have been issued for 10 years (5 years for children) you should note that some overseas countries have an immigration requirement for a passport to remain valid for a minimum period after the date of entry to that country (typically 6 months). If your passport is in its final year of validity, please check the requirements of the destination before you make your final travel plans.

Your responsibility: It is the responsibility of passengers to ensure they have valid, acceptable passports and any required visa or any other documentation for the travel they are to undertake. Passengers without the correct documentation may be refused carriage by the airline or entry into any country. Where entry is refused, fines or other financial penalty will be imposed on or by the airline and the passenger(s) concerned will be required to immediately return to their country of departure. Any passenger who travels without the required passport/visa/other documentation is solely responsible for and must immediately pay all fines, surcharges, other financial penalty, costs (including the cost of their immediate return flight) and any other sums of any description which are incurred or imposed by the airline or incurred by ourselves. This will be the case regardless of whether the lack of correct documentation is spotted at the departure airport. We can accept no liability in this situation and no compensation, expenses, refund or other sum will be paid.

Names: The name on the passport must match the name on the ticket or emailed itinerary otherwise you may not be able to travel and insurance may be invalid. If, after booking a flight but before travelling, any member of your party changes their name, e.g. as a result of getting married, we must be notified immediately so that we can make the necessary changes to your flight documentation (for which we will charge an amendment fee).

At the time of booking, please ensure you supply your first name and surname, (as they appear on your passport) as both of these must be stated on your flight ticket. This will reduce confusion and delays at check-in, especially when travelling to the USA. It is anticipated that customers could face more queries and delays as more countries introduce Advance Passenger Information systems. You may not be able to travel and insurance may be invalid if the name on your passport and travel documents don't match.

For more information on any valid visa or required documentation for British passport holders please visit: www.fco.gov.uk or www.ukpa.gov.uk.

Passenger holding a one-way ticket to The Gambia or Tunisia may be asked to produce proof of return or onward travel. Boarding or entry in to The Gambia or Tunisia may be refused if this cannot be provided when requested and alternative travel arrangements and any costs associated would be the responsibility of the passenger. Passengers who hold a return ticket from the UK to The Gambia or Tunisia, but do not use the outbound portion of the ticket, will cause the inbound flight ticket to become invalid and carriage from The Gambia or Tunisia will be refused. The inbound flight ticket will be cancelled.

Pre Purchased Additional Baggage

Pre-bookable additional baggage can only be purchased for Thomas Cook Airlines flights. Please note only one 5Kgs and one 10Kgs additional baggage can be added per person per flight. Pre-booked additional baggage can be purchased outside 4 hours of first departure. Please be advised no one bag can weigh in excess of 30kg.

Combining luggage

Passengers on the same booking reference can combine their baggage together as long any one suitcase does not exceed 30Kgs.

To purchase additional baggage please click here

Excess Baggage

On arrival at the airport if you have exceeded pre-booked weight allowance, then excess baggage charges will apply. Please see the below charges:

For short haul flights are £14.00 / €17.00 /US$21.00 per kilo. For medium haul flights are £15.00 / €18.00 /US$22.50 per kilo. For long haul flights (including Gambia) the charges are £18.00 / €22.00 / US$27.00 per kilo. Please note this can not be guaranteed and is subject to load.

Please be advised that no one bag can weigh in excess of 30Kgs. If one bag exceeds 30Kgs in weight at the airport, then the customers will be required to re-pack their bags and may be required to purchase additional suitcases to take their belongings.

Infants are automatically provided with a baggage allowance of 10kgs on any Thomas Cook Airlines UK flights.

This can be carried in a separate suitcase or can be combined with other passengers on the same booking who have pre-purchased their hold baggage. When combining the bags, each suitcase must not exceed 30kg. This is due to health and safety reasons for the baggage handlers.

Please do not be concerned if the allowance is not shown on the ticket as this is provided automatically as long as the flight is operated on a Thomas Cook aircraft.

Infants do not have a hand baggage allowance. Anything required e.g baby milk would need to be carried within the guardians/parents hand baggage. Milk must be tasted when passing through security and must be within clear bottles. Any bottles being taken have to be presented through security as separate items, not within the hand luggage.

If you are travelling with an infant but have booked a seat on the aircraft, the 10kgs baggage allowance no longer applies. If hold baggage is required for the infant this will need to be purchased separately. A hand baggage allowance is supplied if a seat has been booked.

If you are not travelling with Thomas Cook Airlines UK please contact the carrier directly.

If the infant travelling has the 10kgs allowance being used then they can take any 2 of the 3 other items free, as below:

• - A pushchair/buggy (can be taken to the boarding gate if required)
• - A car seat (can be used onboard, see below for more information)
• - A travel cot (will be checked-in to the hold)

If all 3 items are required along with the 10kgs baggage allowance the 3rd item will be charged as excess baggage. For more information please see Excess Baggage.

If the infant travelling is not using the 10kgs baggage allowance then all 3 items can be carried free of charge.

Infant car seats may be used onboard, provided a seat has been booked for the infant. The car seat must be supplied by the adults/guardian travelling with the infant and cannot be provided by Thomas Cook Airlines UK. The seat must be able to be secured in the aircraft seat facing forward and must be of rigid construction.

Pre-Flight Services for Thomas Cook Airlines UK must be notified when an infant car seat is to be used and will be pleased to discuss the regulations in respect of car seats.

Pre-flights Services can be contacted on 0844 855 0515. Lines are open from Monday – Saturday 09.00 – 17.30 calls charged are charged at 6 pence per minute.

If booking flight only, within the booking journey you are given the opportunity to add extras such as check-in baggage allowance, in-flight meals and seat assignment.

To save some money you can now add this as a bundle. The bundle deal consists of 20kg hold baggage, in-flight meals and seat assignment. (The cost included for seat assignment covers standard seating arrangements only. If Exit seats or extra leg room seats are required there will be an additional charge. This ranges between £15 - £40.00 per seat, per flight.)

If you wish to add the bundle deal to your booking after it has been confirmed you can now action this via the website or the Customer Help Desk. If you have already purchased one or more of the extras included within the bundle, the bundle saving cannot be applied to your booking.

Bundle prices are as below:

Adult bundle - from £23.00/€28.50 per person, per flight for short/medium haul flights and from £37.00 per person per flight for long haul flights.

Child bundle - from £20.00/€24.50 per child, per flight for short/medium haul flights and from £34.00 per child, per flight for long haul flights.

Please note that all additional services must be added for all passengers named on the booking and for all flights shown. If you wish to add an extra to your booking via the Customer Help Desk please call us 0844 879 8880, calls charged at 5.2 pence per minute. Please check with your service provider for any additional charges. Flythomascook.com operating hours are Monday-Sunday 08:00 - 22.00.

To add this extra to your booking please log in here

Important Information: In-flight meals can only be purchased on Thomas Cook Airlines flights.

When booking flight only this does not include an in-flight meal. When on a Package holiday please check your invoice to confirm if the in-flight is included. We can provide a 3 course meal to suit your dietary requirements from only £6.00/€6.96 per adult per flight or from £3.00/€3.48 per child per flight. Infants do not receive meals and we regret that we do not sell baby food on the flight.

The child meal applies for children aged 11 years or under.

Once a meal has been booked, it cannot be removed from the booking. Meal charges are non-refundable.

All airline regulations only permit the consumption of alcohol that is purchased from the on-board bar service.

To add this extra to your booking please log in here

Important: Please note this does not apply to flight only bookings.

Wedding dresses and other such important accessories should be packed suitably for loading into the aircraft hold. This cannot be taken as cabin baggage.

If you have booked a Thomas Cook wedding, packaged with your Thomas Cook packaged holiday, then you will be given an additional 20kgs for the wedding attire. You will need to contact the Thomas Cook Airlines Pre-Travel Admin department directly on 0844 855 0515 (Monday - Saturday 09.00 - 17.30 calls charged at 6 pence per minute) or email tchdpretraveladmin@thomascook.com to arrange this.

This applies to the Wedding couple only not including any guests and is only for Thomas Cook passengers.

If this is not arranged in advance, excess baggage charges will apply at the airport check-in on the day of departure.

Excess baggage charges will apply at the airport on the day of departure. The charge for this for short haul flights are £12.00 / €14.00 /US$18.00 per kilo. For medium haul flights are £14.00 / €17.00 /US$21.00 per kilo. For long haul flights (including Gambia) the charges are £17.00 / €20.00 / US$25.00 per kilo and is subject to load