Your contract

Your contract will be with Thomas Cook Tour Operations Limited trading as flythomascook.com for any flight(s) you book through flythomascook.com.

For any car hire, resort transfers, car parking and/or travel insurance you book through flythomascook.com, you will have a separate contract for each type of service booked with the provider of that service. This will be Avis [Avis UK] for car hire, the applicable transfer provider for resort transfers, Holiday Extras [Holiday Extras Limited] for car parking and AXA [AXA UK plc] for travel insurance. The conditions of the service provider will apply to your contract with them. These conditions are available in the Changes made by you to a booking of a service (other than a flight ) section further down in the T's and C's. flythomascook.com acts only as agent for these service providers and does not enter into a contract with you for any of these services. Please note, some services may be limited or restricted on certain flights.

Bookings made through flythomascook.com do not constitute a ‘package’ (as defined by the Package Travel, Package Holidays and Package Tours Regulations 1992) and these Regulations do not apply.

Definitions

In these terms and conditions, the following definitions apply unless the context otherwise requires.

"airline(s)" means the airline(s) which provides your flight(s). This may be Thomas Cook Airlines UK Limited or any one or more of a number of other airlines. Note, flights to Canada are operated by Thomas Cook Airlines UK Limited as a scheduled service. Where necessary, a substitute airline may be used.

"arrangements" means the flight(s) , car hire, resort transfers, car parking and/or travel insurance and /or any other service you book through us or any of them.

“booking” means your booking with flythomascook.com.

"conditions" means these terms and conditions.

"flight(s)" means the flight(s) you book through flythomascook.com.

“flythomascook.com”, "we", "us", "our" and "ourselves" means Thomas Cook Tour Operations Limited trading as flythomascook.com .

"SDR" means Special Drawing Rights which is an International Monetary Unit.

"service provider(s)" means the provider(s) of any car hire, resort transfer(s), car parking and/or travel insurance and / or any other service you book through us as referred to in the Special Note above and “service(s)” means all or any such service(s).

"you" and "your" means all persons (or any of them as applicable) named on your booking (including the person who makes the booking and anyone who is added or substituted at a later stage).

"sector" means a one-way flight from or to the UK. If you book a return flight, this will comprise two sectors - for example, the flight departing the UK is the first sector, the flight returning to the UK is the second sector.

Financial protection of flights our ABTA and Atol policy

	ABTA number V6896 Flythomascook.com is a member of ABTA with membership number V6896. ABTA and ABTA members help holidaymakers to get the most from their travel and assist them when things do not go according to plan. We are obliged to maintain a high standard of service to you by ABTA’s Code of Conduct. For further information about ABTA, the Code of Conduct and the arbitration scheme available to you if you have a complaint, contact ABTA, 30 Park Street, London, SE1 9EQ Tel: 020 3117 0500 or look at our website: www.abta.com.
	ATOL number 1179 ATOL protects all customers booking and paying for flights in the UK departing from the UK. In the unlikely event of our insolvency, the CAA will ensure that you are not stranded abroad and will arrange to refund any money you have paid to us for an advance booking. For further information visit the ATOL website at www.atol.org.uk

 

Pricing

The prices you may have seen on our website or e-mail, are not live. Although prices and availability are updated very regularly, flights are subject to availability and prices can change at any time. When you make a search on our website for a specific flight our website will then check the live availability and price, therefore please allow for changes to occur before your final price is confirmed. Credit card charges may apply.

Website Accuracy

Things may change and errors may occur after information is placed on our website. We check regularly to see if we need to update or correct any information or prices. If there are any significant information changes or we find any mistakes, we will put updated details on our website so you will receive the latest information when you make your booking. If you have already booked, we will do our best to let you know about any significant changes or mistakes which affect you before you travel. The price payable for your arrangements is the one shown on our website which, by making a booking, you have agreed to pay.

Whilst every effort is made to ensure the accuracy of all information and prices displayed on this website, regrettably errors may occasionally occur.

Making a booking

The person who makes the booking must be at least 18 and is responsible for payment of the total cost of the booking, including any insurance premiums, cancellation or amendment charges that may be payable. He or she also agrees to provide accurate and full information to the remainder of the party in relation to the booking, and by confirming the booking, confirms that all the other members of the party, including any that are added or substituted at a later date, agree to be bound by these conditions and all other information on our website. When you book your flight and any other service you will have to pay the full cost of the flight and any other services you book at the same time.

We regret we cannot accept any booking for a child or children under 18 unless accompanied by a parent or guardian.

Confirmation of bookings

If you book through a travel agent, your booking confirmation will be emailed to your travel agent. It is then their responsibility to send it on to you. If you book with us direct, either by our website or phone, you will either receive a confirmation email itinerary including flight tickets which will be e-mailed to you, or a confirmation e-mail followed by flight tickets (if your booking reference starts with FTCS) which will be sent to you by post. A binding contract between you and flythomascook.com for any flights booked and you and the relevant service provider for any other service booked will come into existence when your confirmation itinerary is e-mailed.

Please check your confirmation itinerary together with all other information and documents we send you as soon as you receive them. Contact us immediately if any information which appears on your confirmation itinerary or elsewhere appears to be incorrect or incomplete as it may not be possible to make changes later. We regret that neither we nor any airline or service provider can accept any responsibility if we are not notified of any inaccuracies in any document within 14 days of our sending it out (5 days in the case of paper tickets where we issue them). We will do our best to rectify any inaccuracies notified outside these time limits. However, you will be responsible for any costs and expenses involved in doing so except where we/the service provider made the mistake and there is good reason why you did not contact us within the time limit.

After a booking is confirmed

If you have booked through us direct, we may communicate with you by e-mail, by post or by telephone. If you booked through a travel agent, all communication will be sent to your travel agent. By making your booking via the internet or otherwise providing us with an e-mail address, you authorise us/the service provider to contact you in relation to your booking or enquiry using the e-mail address you have used to contact us or which you have otherwise provided. You must accordingly check your e-mails on a regular basis. Not all communications can go by e-mail. We/the service provider may also contact you by post or by telephone if, for example and for whatever reason, we have difficulty contacting you by e-mail or we/the service provider urgently need a response from you.

Reconfirming flight times

We will inform you of any significant changes to your flight as soon as we become aware of them (see section below: 'Changes made by flythomascook.com prior to travel'). If flight times change significantly, we will send a revised confirmation itinerary to the email address or postal address that you gave at the time of booking. If you booked through a travel agent, all communication will be sent to your travel agent. However it is the passengers responsibility to reconfirm all flight details at least 48 hours prior to departure. To find out how to do thisclick here.

Receiving flight tickets and documentation for other services you have booked

Your booking reference looks like...
AZ1234	FTC-S123456A
Your itinerary which includes your flight tickets on page 2 will be emailed to you shortly after booking online. flythomascook.com needs you to present all pages of the emailed itinerary (including flight tickets page 2), your passport and any relevant travel documents with you to check-in. Failure to do so may result in you being denied travel. This is especially important overseas. Please ensure you check your travel details and the important information on the itinerary and remember to check your email for any changes to your flight. Other Arrangements : Please note, Resort Transfers and Travel Insurance cannot be added to bookings confirmed under this type of booking reference via the flythomascook.com Customer Help Desk.	If booked more than 14 days prior to flight departure tickets will be posted to the address supplied to us at time of booking. If booked within 14 days of flight departure, tickets will need to be collected from the Thomas Cook desk at your departure airport. You will need to quote your booking reference to receive your tickets. You must have your tickets in order to proceed to the Check-in desk. Other Arrangements: Car Hire / Car Parking / Resort Transfer/ Travel Insurance – If you have booked either of these arrangements through flythomascook.com appropriate vouchers and/or confirmations will be posted to the address supplied to us at the time of booking. Travel Insurance – At the time of booking your insurance policy document was available for downloading in PDF. You can also download a copy of your insurance policy document here. These documents should be carried with you when you travel. Resort Transfers – If you have booked resort transfers a Thomas Cook Representative will meet you on arrival at your destination to direct you to your coach transfer. Car Hire / Car Parking documents will be posted out to you in all circumstances.

On-screen confirmation page

You may print the online confirmation page for your records.

However, flythomascook.com needs you to bring all pages of the emailed itinerary (including flight tickets page 2), which were sent to you shortly after booking online, or the paper tickets (along with any accompanying vouchers and or confirmation of additional services you have booked through us such as car parking voucher, car hire voucher etc.) that were sent to the postal address supplied to us at the time of booking. All tickets or pages of the itinerary should be presented along with your passport and any relevant travel documents at check-in. Failure to do so may result in you being denied travel. This is especially important overseas. Please ensure you check your travel details and the important information on the itinerary and remember to check your email for any changes to your flight.

You risk being unable to obtain a boarding card without this documentation and we shall not be responsible for any consequences of a boarding card being refused.

Specific travel needs or requirements

Please read the section headed What if I have specific travel needs or requirements in our online self help for details.

Travel insurance

It is advisable to take out insurance suitable for your needs before you travel. We cannot be held responsible for any costs you incur as a result of failing to do so. For your own peace of mind the insurance should cover you if you have to cancel your flight or other holiday arrangements and for any emergencies which arise while you are away. Please read your policy details carefully when you receive them and take them with you when you travel.

Documentation for travel

Please also see Receiving flight tickets and documentation for other services you have booked and On-screen confirmation page above.

Remember to check if you need a visa for the country you are flying to. The passport, visa and health requirements applicable to British citizens holding a British passport departing from and returning to the UK are shown in the Valid documentation for travel section of our online self help. If you need to apply for a passport or renew an expired passport, you should do so well in advance of travel and at least four weeks before. (If you are 16 or over and have never had a passport in your own name, you should apply for one at least six weeks before your holiday. The UK passport service has to confirm your identity before issuing your first passport and will ask you to attend an interview in order to protect your identity). Visit www.ips.gov.uk. Requirements may change and you should check the up to date position in good time before departure.

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. The passport, visa and health information we provide at any stage only applies to British citizens holding a full British passport issued in the UK departing from and returning to the UK. It does not apply to any other passengers. All passengers, including British citizens, are solely responsible for checking and complying with all relevant passport, visa and other travel/entry requirements. Any information we provide is for guidance only.

Some 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, you are advised to check the requirements of the destination before you make your final travel plans.

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.

Your flight ticket will not be honoured and will lose its validity if the flights are not taken in the sequence provided in the ticket, and we will not be held liable for refunds or compensation in this case.

If you have pre-booked car hire or intend to hire a car whilst at your destination you will be asked to present your driving licence and credit card when you go to collect your car. Further identification, such as a passport may also be required. Please check the following link for further details, AVIS terms and conditions

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 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.

Reduced fares for children/infants

Any person aged 2 years and over on the day of the return flight (or last sector) pays the full adult fare. A charge applies to infants under 2 years of age from £20/€23 per sector plus taxes and charges. Infants will not occupy their own seat. If a seat is required, the full adult fare is applicable. Details of charges will be shown as you go through the booking process.

In flight meal

The cost of your flight does not include an in flight meal (excluding Canada). We can provide a 3 course meal to suit your dietary requirements from only £7.50/€8.5 per adult per flight or £4.50/€5.50 per child per flight. Infants do not receive meals and we regret that we do not sell baby food on the flight.

In flight meals are mandatory for bookings made within 4 days of departure.

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.

Children travelling without a parent or guardian

We regret flythomascook.com cannot accept any booking for a child or children under 18 unless accompanied by a parent or guardian.

Baggage allowance

For details of allowance and permitted items to carry, see: How much luggage can I take? in our online help.

Flight delays

Delays sometimes occur. We work closely with all airlines to make sure any delay is as short as possible. When a delay occurs we will try to make sure refreshments or meals are provided when appropriate and practically possible.

Airport Check-In

Standard opening of check-in desks is 3 hours prior to scheduled time of departure. Thomas Cook Airlines recommends that passengers check in two hours prior to scheduled departure. Check-in desks close strictly 1 hour before scheduled departure. Failure of this will result in you being denied boarding to the flight.

Changes made by flythomascook.com prior to travel

From time to time we may have to change details of or cancel the flight you have booked. We will communicate any significant change or cancellation to the contact details supplied to us as soon as reasonably possible. Changes communicated will include:

• change of your UK airport;
• a change of more than 12 hours to the time your flight leaves the UK or your destination;

If you do not want to accept a significant change, which we will tell you about before you depart, we will, if we are able to do so, offer you an alternative arrangements to those changed or cancelled at no extra cost, or less expensive arrangements, in which case we will refund the difference in price. If you do not wish to take the alternative we offer you , you can choose different arrangements offered for sale by us and pay, or receive a refund of, any price difference. Or, if you prefer, you can cancel your arrangements and receive a full refund of any money you have paid to us, except for any amendment charges. We will consider an appropriate refund of insurance premiums paid if you can show that you are unable to transfer or reuse your policy.

Unless the change is as a result of circumstances listed in the paragraph below headed situations outside flythomascook's control, we will pay you compensation as shown in the table below. If you accept the significant change or amend to a different arrangements offered for sale by us you will receive compensation as per Option 1 in the table below. If you reject the significant change and cancel your booking you will receive compensation as per Option 2. The amounts in the table are by way of guidelines only any may in appropriate circumstances be increased.

Period of notice we give you or your travel agent before departure	Compensation for each full fare paying passenger Option 1	Compensation for each full fare paying passenger Option 2
57+ days	£0 *	£0 *
56-43 days	£10 *	£ 5 *
42-29 days	£20 *	£10 *
28-15 days	£30 *	£15 *
14-0 days	£40 *	£25 *
* From 3rd April 2009, current exchange rates will apply

Compensation payments relating to a child place for which you have paid a child price are half the amounts shown (up to half the child price paid). There are no compensation payments payable to infants

We are not always in a position at the time of booking to confirm the aircraft type and flight timings which will be used in connection with your flight. The flight timings and types of aircraft shown on this website and detailed on your confirmation itinerary are for guidance only and are subject to alteration and confirmation. The latest timings will be shown on your tickets. You must accordingly check your tickets very carefully immediately on receipt to ensure you have the correct flight times. It is possible that flight times may be changed even after tickets have been dispatched - we will contact you as soon as possible if this occurs.

Any change which is not deemed to be significant, as outlined in the section entitled ‘Changed made by us before travel’, will be classed as a minor change. We will endeavor to tell you about a minor change before you travel however, we will not pay compensation as a result of this change.

The flights we offer are operated by a range of scheduled or charter airlines, using a wide or narrow body jet aircraft. It may not be possible at the time of booking to specify the airline type or aircraft. We are required to inform you of the identity of the airline operating your flight. Any changes to the operating airline will be notified to you in all cases at check in or at the boarding gate. We reserve the right to change airlines or aircraft types at any time and changes of this type will not constitute a significant change.

In accordance with EU Regulations we are required to advise you of the operating carrier(s) (or, if the operating carrier(s) is not known, the likely carrier(s)) that will operate your flight(s) at the time of booking. Where we are only able to inform you of the likely carrier(s) at the time of booking, we will inform you of the identity of the operating carrier(s) as soon as we become aware of this. Any change to the operating carrier(s) after your booking has been confirmed will be notified to you as soon as possible.

Changes made by a service provider prior to travel

Your contract is with the service provider. Their conditions apply. Please see Changes made by you to a booking of a service (other than a flight) to obtain further information.

Changes made by you to your flight booking

Charges will apply if you need to make any changes to your flight. We will charge for any additional services, facilities or other items changed. In addition we will also charge an administration fee from £20/€23 per person, per sector, per change (See table below). If the changed arrangements are more expensive than those originally booked, you must also pay the price difference. If the change reduces the total cost of the original booking we will not refund any of the difference.

If you cancel any 'optional extras' for which there is a charge, you will not be refunded. If you cancel any holiday insurance booked through us, your premium will not be refunded, as cover under the policy will already have been provided.

All changes are subject to availability and cannot be made later than 96 hours before the departure time of your first flight.

flythomascook does not allow part amendments/cancellations to passengers, dates, times or routes of any flight.

Charges for changes made by you to a flight booking prior to travel (excluding any changes to scheduled service flights to Canada for changes to these flights see section 'Charges for changes prior to travel to a scheduled service flight to Canada' below).

	Online changes		Phone changes
	5 days or more before departure	4 days or less before departure	5 days or more before departure	4 days or less before departure
All flight changes	£20 per sector, per passenger and any increase in cost **	100% cancellation charge applies	£25 per sector per passenger and any increase in cost **	100% cancellation charge applies
	Online changes		Phone changes
	5 days or more before departure	4 days or less before departure	5 days or more before departure	4 days or less before departure
Title changes and spelling corrections	£5/€6 per sector, per passenger and any increase in cost	Not possible online -Contact the Customer Help Desk	£10 per sector, per passenger and any increase in cost	100% cancellation charge applies
Name changes	£20/€23 per sector, per passenger and any increase in cost	Not possible online -Contact the Customer Help Desk	£30 per sector, per passenger and any increase in cost	100% cancellation charge applies

Note 1:It is not possible to transfer your booking to a departure date more than 3 months after your original travel date without incurring cancellation charges

Note 2:If your booking is travelling within 4 working days you will need to contact the Customer Help Desk on the number below and the above 'phone changes' charges will apply.

If your booking reference is similar to FTCS123456K then you can only action the name change or amendment via the Customer Help Desk on the number as shown below.

Flythomascook.com operating hours are Monday-Friday 09.00 - 19.00, excluding all weekends and Bank Holidays.

The flythomascook.com Customer Help Desk number is 0871 230 2406. Please note that calls to this number are charged at charged at 10p/min. Please check with your service provider for charges.

Please note all changes have to be made 96 hours prior to the outbound departure date, inside 96 hours the fee to make any change to your flight booking is 100% of the booking cost

Charges for changes prior to travel to a scheduled service flight to Canada. Please note, name changes are not permitted by the airline for scheduled services flights.

	Notice given more than 56 days before departure	Notice given 56-15 days before departure	Notice given within 14-1 days before departure
All flight changes* (apart from name changes)	£30/€34.50 per sector, per passenger plus any increase in cost**	Cancellation charges plus any increase in cost**	Cancellation charges plus any increase in cost**
Name changes (misspellings)*	£30/€34.50 per sector, per passenger	£30/€34.50 per sector, per passenger	Cancellation charges
Name changes*	Cancellation charges	Cancellation charges	Cancellation charges

Please note for changes made by you to a booking of a service, flythomascook.com will charge an administration fee from £20/€23 for each changed or cancelled service.

*It is not possible to transfer your booking to a departure date more than 3 months after your original travel date without incurring cancellation charges.

** In addition, if there has been an increase between the original fare paid and the current fare available at the time the change is made, you will be required to pay this. No refund will be given if the current fare is lower.

Bookings that are originally made through the sales centre can only be amended or cancelled through the sales centre, click here for more information

Changes made by you to a booking of a service (other than a flight)

Your contract is with the service provider concerned. Their conditions apply. Charges (which may include cancellation charges) will be payable if you wish to change your booking. Please see the service providers conditions for full information be clicking on the appropriate link below.

Please note, flythomascook.com will charge an administration fee from £20/€23 for each changed or cancelled service.

Car Hire –It is important to remember the following points if you have pre booked car hire:

You will be asked to present your driving licence and credit card when you collect your car. Further identification, such as a passport, may also be required.

DRIVING LICENCE:

• Your driving licence will need to be held for at least one year and be from your country of residence. If your licence is of non-roman alphabet (e.g. Japanese), then an International driving licence will be required.
• An International Driver's Permit alone isn't sufficient for a rental - it only be used in conjunction with a standard driving licence.
• Avis normally accept up to 6 points on minor traffic offences such as speeding. If you have more than 6 penalty points then please contact us for more information.
• UK licence holder will need to take their ID card and its paper counterpart (old style licence still accepted).

CREDIT CARD:

• The credit card you present when collecting your vehicle must be in the driver's name.
• This is required for security reasons and to identify you.

Please click the following link for full Terms and Conditions.

Travel Insurance - If you cancel any Travel Insurance booked through us, your premium will not be refunded, as cover under the policy will have already been obtained. Please click the following link for full Terms and Conditions.

Car Parking - Please refer to Other services terms and conditions section further down on this page.

Resort Transfers - once booked these are 100% non refundable.

Please note, flythomascook.com will charge an administration fee of £20/€23 for each changed or cancelled service.

Cancelling a flight booking

If you need to cancel your booking we will charge 100% of the booking cost plus a £25/€29.00 administration charge if documentation for insurance purposes is required. Flythomascook.com does not allow part cancellations to passengers, dates, times or routes of any flight.

From 1st April 2008, £1.00 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 ATOL protects you when you have booked and paid for flights in the UK and they are departing from the UK. Please ensure you retain a copy of your booking receipt and confirmation invoice. Please note this charge charge is also non-refundable if you cancel your booking.

Cancelling a booking of a service (other than a flight)

Your contract is with the service provider concerned. Their conditions apply. Cancellation charges will be payable in the event of you cancelling. Please see Changes made by you to a booking of a service (other than a flight) for links to service providers Terms and Conditions.

Conditions of airlines and service providers

The arrangements we offer are provided by various airlines/service providers. These airlines/service providers have their own conditions and you will be bound by these. Copies of these conditions are available on request by contacting us, or alternatively ask your travel agent, airline or service provider concerned .

The airline's conditions also apply to and form part of your contract with us. In the event of any conflict or difference between the airline's conditions and our conditions, our conditions will apply in respect of the conflict or difference. This means we are entitled to rely on any provision(s) in the airline's conditions as if they were written down as part of these conditions unless these conditions say something different on the same point. In this case what it says in these conditions will apply.

Airlines liabilities to their passengers are limited in accordance with international convention. See further below under Airline Liability.

For all other services, your contract is with the service provider concerned. Their conditions form the basis of your contract with them. Copies of these conditions are available as above.

CONDITIONS OF CONTRACT AND OTHER IMPORTANT NOTICES

PASSENGERS ON A JOURNEY INVOLVING AN ULTIMATE DESTINATION OR A STOP IN A COUNTRY OTHER THAN THE COUNTRY OF DEPARTURE ARE ADVISED THAT INTERNATIONAL TREATIES KNOWN AS THE MONTREAL CONVENTION, OR ITS PREDECESSOR, THE WARSAW CONVENTION, INCLUDING ITS AMENDMENTS (THE WARSAW CONVENTION SYSTEM), MAY APPLY TO THE ENTIRE JOURNEY, INCLUDING ANY PORTION THEREOF WITHIN A COUNTRY. FOR SUCH PASSENGERS, THE APPLICABLE TREATY, INCLUDING SPECIAL CONTRACTS OF CARRIAGE EMBODIED IN ANY APPLICABLE TARIFFS, GOVERNS AND MAY LIMIT THE LIABILITY OF THE CARRIER.

NOTICE of Liability Limitations

The Montreal Convention or the Warsaw Convention system may be applicable to your journey and these Conventions govern and may limit the liability of air carriers for death or bodily injury, for loss of or damage to baggage, and for delay. Where the Montreal Convention applies, the limits of liability are as follows:

1. There are no financial limits in respect of death or bodily injury.
2. In respect of destruction, loss of, or damage or delay to baggage, 1,131 Special Drawing Rights (approximately EUR 1,350; US $1,660) per passenger in most cases.
3. For damage occasioned by delay to your journey, 4,694 Special Drawing Rights (approximately EUR 5,650; US $6780) per passenger in most cases.

EC Regulation No. 889/2002 requires European Community carriers to apply the provisions of the Montreal Convention limits to all carriage by them of passengers and their baggage by air. Many non-European Community carriers have elected to do so in respect of the carriage of passengers and their baggage.

Where the Warsaw Convention system applies, the following limits of liability may apply:

1. 16,600 Special Drawing Rights (approximately EUR 20,000; US $25,000) in respect of death or bodily injury if the Hague Protocol to the Convention applies, or 8,300 Special Drawing Rights (approximately EUR 10,000; US $12,000) if only the Warsaw Convention applies. Many carriers have voluntarily waived these limits in their entirety, and US regulations require that, for journeys to, from or with an agreed stopping place in the US, the limit may not be less than US $75,000.
2. 17 Special Drawing Rights (approximately EUR 20; US $25 per kg for loss of or damage or delay to checked baggage, and 332 Special Drawing Rights (approximately EUR 400: US $500) for unchecked baggage.
3. The carrier may also be liable for damage occasioned by delay.

Further information may be obtained from the carrier as to the limits applicable to your journey. if your journey involves carriage by different carriers, you should contact each carrier for information on the applicable limits of liability. Regardless of which Convention applies to your journey, you may benefit from a higher limit of liability for loss of, damage or delay to baggage by making at check-in a special declaration of the value of your baggage and paying any supplementary fee that may apply. Alternatively, if the value of your baggage exceeds the applicable limit of liability, you should fully insure it before you travel.

Time limit for action: Any action in court to claim damages must be brought within two years from the date of arrival of the aircraft, or from the date on which the aircraft ought to have arrived. Baggage claims: Written notice to the carrier must be made within 7 days of the receipt of checked baggage in the case of damage, and, in the case of delay, within 21 days from the date on which it was placed at the disposal of the passenger.

Notice of Contract Terms Incorporated by Reference

1. Your contract of carriage with the carrier that provides you with carriage by air, whether international, domestic or a domestic portion of an international journey is subject to this notice; to any notice or receipt of the carrier; and to the carrier's individual terms and conditions (Conditions), related rules, regulations and policies (Regulations) and any applicable tariffs.
2. If your carriage is by more than one carrier, different Conditions, Regulations and any applicable tariffs may apply for each carrier.
3. The Conditions, Regulations and any applicable Tariffs of each carrier are, by this notice, incorporated by reference into and made part of your contract of carriage.
4. The Conditions may include, but are not restricted to:
   • Conditions and limits on the carrier's liability for the bodily injury or death of passengers.
   • Conditions and limits on the carrier's liability for the loss of, damage to or delay of goods and baggage, including fragile or perishable goods.
   • Rules for declaring a higher value for baggage and for paying any supplementary fee that may apply.
   • Application of the carrier's Conditions and limits of liability to the acts of the carrier's agents, servants and representatives, including any person providing either equipment or services to the carrier.
   • Claims restrictions, including time limits by which passengers must file claims or bring actions against the carrier.
   • Rules about reconfirmations or reservations; check in times; the use, duration and validity of air transportation services; and the carrier's right to refuse carriage.
   • Rights of the carrier and limits on the carrier's liability for delay or failure to perform a service, including schedule changes, substitution of alternative carriers or aircraft and re-routing, and, when required by applicable law, the obligation of the carrier to notify passengers of the identity of the operating carrier or substituted aircraft.
   • Rights of the carrier to refuse carriage to passengers who fail to comply with applicable laws or who fail to present all necessary travel documents.
5. You can obtain more information about your contract of carriage, and find out how to request a copy, at places where transportation on the carrier is sold. Many carriers also have this information on their websites. When required by applicable law, you have the right to inspect the full text of your contract of carriage at the carrier's airport and sales offices, and upon request, to receive a copy by mail or other delivery service from each carrier free of charge.
6. If a carrier sells air transportation services or checks baggage specifying carriage on another carrier, it does so only as agent for the other carrier.
7. Certain governments forbid interchanging on charter flights, this means that you must travel both ways with the same party regardless of how many trips your group has booked. The carrier cannot entertain requests for changes on return flights or be held responsible for passengers either missing flights or wanting to return earlier than planned for any reason whatsoever.

YOU CANNOT TRAVEL IF YOU DO NOT HAVE ALL REQUIRED TRAVEL DOCUMENTS, SUCH AS PASSPORT AND VISA.

GOVERNMENTS MAY REQUIRE YOUR CARRIER TO PROVIDE INFORMATION ON OR PERMIT ACCESS TO PASSENGER DATA.

DENIED BOARDING: Flights may be overbooked, and there is a slight chance that a seat will not be available on a flight even if you have a confirmed reservation. In most circumstances, if you are denied boarding involuntarily, you are entitled to compensation. When required by applicable law, the carrier must solicit volunteers before anyone is denied boarding involuntarily. Check with your carrier for the complete rules on payment of denied boarding compensation (DBC) and for information on the carrier's boarding priorities.

BAGGAGE: Excess valuation may be declared on certain types of articles. Carriers may apply special rules for fragile, valuable, or perishable articles. Check with your carrier. Checked Baggage: Carriers may permit a free checked baggage allowance, which is set by the carrier and may differ by class, and/or route,. Carriers may apply extra charges for checked baggage in excess of their permitted allowance. Check with your carrier. Cabin (Unchecked) Baggage: Only ONE small item of cabin baggage per passenger will be allowed into the aircraft (subject to space availability) MAXIMUM SIZE: 17” x 11” x 9” (43cm x 28cm x 23cm) MAXIMUM WEIGHT: 11lbs (5kg). It is recommended that cabin baggage be kept to a minimum. Check with your carrier. If more than one carrier is providing the transportation for your journey, each carrier may apply different rules on baggage (both checked and cabin). SPECIAL BAGGAGE LIABILITY LIMITATIONS FOR US TRAVEL: For domestic travel wholly between US points, federal rules require any limit on a carrier's baggage liability to be at least US$3000.00 per passenger, or the amount currently mandated by 14 CFR 254.5.

Your carrier has no liability for loss or damage to valuable or fragile items packed in hold baggage however caused. You must not include in Checked Baggage money, jewellery, precious metals, computers, personal electronic devices, negotiable papers, securities or other valuables, business documents, passports and other identification documents or samples. Written confirmation of any baggage irregularities must be obtained from the carrier before leaving the airport.

CHECK-IN TIMES: The time shown on the, itinerary/receipt is the departure time of the aircraft. Flight departure time is not the same as the time you must check-in or the time you must be available for boarding Your carrier may refuse you carriage if you are late. Check-in times, as advised by your carrier, are the latest times at which passengers can be accepted for travel; boarding times, as advised by your carrier, are the latest times at which passengers must present themselves for boarding.

DANGEROUS GOODS (HAZARDOUS MATERIALS): For safety reasons, dangerous goods must not be packed in checked or cabin (unchecked) baggage except as specifically permitted. Dangerous goods include but are not limited to: compressed gases, corrosives, explosives, flammable liquids and solids, radioactive materials, oxidising materials, poisons, infectious substances, and briefcases with installed alarm devices. For security reasons, other restrictions may apply. Check with your carrier.

SECURITY INFORMATION:Please check with your airline for the latest airport security requirements before you travel.

(amended version May 2010)

Situations outside flythomascook's control

Except where we expressly say differently elsewhere in these conditions, we cannot pay any compensation, damages, expenses, costs, losses or any other amount of any description or otherwise accept responsibility if we or your airline have to change or cancel your flight or your flight cannot be provided as or when agreed, or your flight arrangements prove deficient or you suffer any loss or damage of any description (including death or personal injury) as a result of circumstances or an event beyond our control, which we could not foresee or avoid even after taking all reasonable care. Such circumstances will usually include war, terrorist activity, civil unrest, industrial dispute, fire, natural or nuclear disaster, bad weather and all similar circumstances and in all such cases whether, actual or threatened. References in these conditions to 'exceptional circumstances' mean such circumstances.

Airlines under an EU operating ban

In accordance with EU Directive (EC) No 2111/2005 Article 9, we are required to bring to your attention the existence of a “Community list” which contains details of air carriers that are subject to an operating ban with the EU Community. The Community list is available for inspection here.

If the carrier with whom you have a confirmed reservation becomes subject to an operating ban as above as a result of which we/ the carrier are unable to offer you a suitable alternative the provisions of “What if you make a change to or cancel my flight before I travel?” above will apply.

Your responsibility

We want all our customers to have an enjoyable and carefree trip. However you must remember that you are responsible for your actions and the effect they may have on others.

Airlines have a wide right to refuse carriage of passengers and/or their luggage (which includes removing passengers and/or their luggage at any stage after boarding/loading including at any intermediate stop (whether scheduled or not) or airport at which the aircraft lands or to which the aircraft is diverted. For details of the circumstances in which carriage may be refused when travelling on Thomas Cook Airlines flights please see the Airlines Conditions of Carriage as referred to above. For conditions of carriage of other airlines click here.

In the event that you and/or your luggage is refused carriage by the airline, neither we nor the airline will pay you or anyone travelling with you any damages, compensation, refund(s) or any other sum(s) of any description whatsoever or meet any expenses or costs incurred as a result. Neither we nor the airline will have any further responsibility for you. If you are refused carriage on your outward flight, the airline is entitled to refuse carriage on your return flight or any other sector(s).

Complaints

If you have a complaint regarding any issue after you have travelled please click here and submit your complaint to Thomas Cook Customer Relations. The team will endeavour to provide a response within 7 days, either to confirm your complaint is being looked into or a resolution.

For complaints or queries relating to the website and making bookings 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 appropriate report form from the airline/airport's representative before you leave the airport. You should complete this straightaway and return it to the airline/airport's representative and obtain a copy, again before you leave the airport. When you get back home, send a copy of your report form to the offices shown above, together with a covering letter, (giving full details of your complaint and including your booking reference) within 28 days of returning home. If you have special needs which prevent you from writing to us then, where possible, we will accept details of your complaint over the telephone.

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 us, or from the airline. Any such rights will be reduced or extinguished if, had you done so, you or we or the airline 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 us or the airline from carrying out a proper investigation.

We aim to sort out all complaints relating to the service we provide ourselves, but if this is not possible you may ask for your complaint to be considered under a special scheme devised by The Travel Association (ABTA) and administered independently by the Chartered Institute of Arbitrators. Please bear in mind that this special scheme is only available for claims against Thomas Cook Tour Operations Limited and not the airline as the airline is not a member of ABTA. Please also carefully consider the extent of our responsibility for your booking (see under "Our Responsibility") before you make a claim against 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). This 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 £1000 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 Chartered Institute of Arbitrators within 9 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.

Complaints – concerning any other service

If you are not satisfied with any service (other than your flight), please complain as soon as possible to the relevant person (for example the Holiday Extras Limited car parking office, or Car rental representative). If they cannot help you must contact us on the telephone number supplied to you on your booking confirmation and we will do everything reasonably possible to resolve the problem. If you are not satisfied, write to our offices in the UK and we will act as a liaison between you and the service provider, to try to assist in resolving the problem. If we cannot help and you wish to take matters further, you must contact the service provider directly.

 

Thomas Cook Worldwide Vouchers and Thomas Cook Travel Pounds

At present we cannot accept Thomas Cook Travel Pounds or Worldwide vouchers. We are looking to accept these in the future bringing us in line with the other areas of the Thomas Cook businesses.

Laws and jurisdiction

Flight bookings:

We agree that English Law (and no other) will apply to your contract and to any dispute, claim or other matter of any description which arises between us (except as set out below). We both also agree that any dispute, claim or other matter of any description (and whether or not involving any personal injury) which arises between us must be dealt with under the ABTA Arbitration Scheme (if the Scheme is available for the claim in question - see above) or by the Courts of England and Wales only unless, in the case of Court proceedings, you live in Scotland or Northern Ireland. In this case, proceedings must either be brought in the Courts of your home country or those of England and Wales. If proceedings are brought in Scotland or Northern Ireland, you may choose to have your contract and any dispute, claim or other matter of any description which arises between us governed by the law of Scotland/Northern Ireland as applicable (but if you do not so choose at the outset of any proceedings, English law will apply).

Bookings of any other service:

Please see the relevant service providers conditions.

flythomascook's responsibilities

Flight bookings:

We enter into a direct contract with you to ensure that you are protected by CAA ATOL Regulations. Our only obligations under that contract (other than those which are expressly set out in these conditions) are to reserve a seat for you with your confirmed airline (or such other airline as may be substituted) and provide you with a ticket for travel or other equivalent means of accessing your booked flight where no paper ticket is issued. We have no responsibility or liability for the provision of the actual flight or for the acts or omissions of the airline or any of its employees, agents, suppliers or subcontractors. The airline's conditions of carriage will apply to your contract. (see Thomas Cook Airlines conditions). We are not an airline or air carrier and do not enter into a contract for carriage with you.

Our maximum liability if we are found to be at fault in connection with our contractual obligations to you is limited to twice the cost of the flight(s) in question.

However, in the event that we are found liable in relation to the flight itself or for the airline's acts or omissions in any respect or on any basis whatsoever, the maximum amount we will have to pay you will be limited to the maximum amount the airline would have to pay you in accordance with applicable International Convention(s) or Regulation(s) (for example, the Warsaw Convention 1929 as amended or unamended and the Montreal Convention 1999 for international travel by air and/or for airlines with an operating licence granted by an EU country, the EC Regulation on Air Carrier Liability in the event of accidents for national and international travel by air). In such circumstances we are also entitled to rely on all defences from, exceptions to and other provisions relating to liability as are available to the airline in accordance with such applicable International Convention(s) or Regulation(s). Please note, the airline is also entitled to limit its liability to you in accordance with such applicable International Convention(s) or Regulation(s).

When making any payment to you, we are entitled to deduct any money which you have received or are due to receive from the airline for the complaint or claim in question.

Where a flight ticket is downgraded or a flight is cancelled, delayed or boarding is denied by any airline in circumstances which would entitle you to compensation under the Denied Boarding Regulations 2004, then you are obliged to claim the appropriate sums pursuant to those regulations from the airline. Any sums received by you in this respect constitute the full amount of your entitlement to compensation for all matters flowing from the airline's actions and which fall within the scope of the Denied Boarding Regulations. If, for any reason, you do not claim against the airline and make a claim for compensation from us, you must, at the time of payment of any compensation to you, make a complete assignment to us of the rights you have against the carrier in relation to the claim that gives rise to that compensation payment.'

Bookings of any other service:

Your contract is with the service provider(s) concerned whose conditions apply. All service providers are entirely independent of flythomascook.com. We act only as agent. Our responsibilities are limited to making your booking with the service provider(s) in accordance with the information you provide to us at the time of booking. We have no responsibility or liability for the provision of the actual service or for the acts or omissions of the service provider(s) or any of its/their employees, agents, suppliers or sub-contractors. Our maximum liability if we are found to be at fault in relation to our responsibilities as agent is limited to twice the commission we receive in relation to the service booking in question.

Airline Liability

SPECIAL NOTE

All European Community air carriers are required by European Community legislation to provide the following notice in its prescribed form to their passengers. This notice is intended to summarise the principle liability provisions of the Montreal Convention 1999 and EC Regulation No. 889/2002 on air carrier liability in the event of accidents. However, it is not entirely accurate or complete. EC Regulation No 889/2002 specifically provides that this notice or summary cannot be used as a basis for a claim for compensation nor to interpret the provisions of Regulation 889/2002 or the Montreal Convention. A 'Community Air Carrier' is an air carrier with a valid operating licence granted by an EU member state in accordance with the provisions of EC Regulation 2407/92. Thomas Cook Airlines is a Community Air Carrier.

Air carrier liability for passengers and their baggage

This information notice summarises the liability rules applied by Community Air Carriers as required by Community legislation and the Montreal Convention.

Compensation in the case of death or injury

There are no financial limits to the liability for passenger injury or death. For damages up to 100,000 SDRs (approximately £82,000) the air carrier cannot contest claims for compensation. Above that amount, the air carrier can defend itself against a claim by proving that it was not negligent or otherwise at fault.

Advance payments

If a passenger is killed or injured, the air carrier must make an advance payment to cover immediate economic needs within 15 days from the identification of the person entitled to compensation. In the event of death, this advance payment shall not be less than 16,000 SDRs (approximately £13,000).

Passenger delays

In case of passenger delays, the air carrier is liable for damage unless it took all reasonable measures to avoid the damage or it was impossible to take such measures. The liability for passenger delay is limited to 4,150 SDRs (approximately £3,500).

Baggage delays

In case of baggage delay, the air carrier is liable for damage unless it took all reasonable measures to avoid the damage or it was impossible to take such measures. The liability for baggage delay is limited to 1000 SDRs (approximately £850).

Destruction, loss or damage to baggage

The air carrier is liable for destruction, loss or damage to baggage up to 1000 SDRs (approximately £850). In the case of checked baggage, it is liable even if not at fault, unless the baggage was defective. In the case of unchecked baggage, the carrier is liable only if at fault.

Higher limits for baggage

A passenger can benefit from a higher liability limit by making a special declaration at the latest at check in and by paying a supplementary fee.

Complaints on baggage

If the baggage is damaged, delayed, lost or destroyed, the passenger must write and complain to the air carrier as soon as possible. In the case of damage to checked baggage, the passenger must write and complain within seven days, and in the case of delay within 21 days, in both cases from the date on which the baggage was placed at the passenger's disposal. See our online help for more information on hand and hold luggage restrictions

Liability of contracting and actual carriers

If the air carrier actually performing the flight is not the same as the contracting air carrier, the passenger has the right to address a complaint or make a claim for damages against either. If the name or code of an air carrier is indicated on the ticket, that air carrier is the contracting air carrier.

Time limit for action

Any action in court to claim damages must be brought within two years from the date of arrival of the aircraft, or from the date on which the aircraft ought to have arrived.

Basis for the information

The basis for the rules described above is the Montreal Convention of 28 May 1999, which is implemented in the Community by Regulation (EC) No 2027/97 (as amended by Regulation (EC) No 889/2002) and national legislation of Member States.

Other services terms and conditions

AXA Terms and Conditions

For details on AXA's terms and conditions please click on the link below. If you do not have Acrobat Reader on your computer you will need to download it from www.adobe.com.

AXA terms and conditions PDF

AVIS Terms and Conditions

For details on AVIS's terms and conditions click on the link below and select 'Country T&Cs' from the Avis 'Help and Support' page. You will be given the option to select the country of car hire and this will provide you the applicable terms and conditions.

AVIS terms and conditions

Your Car Parking Contact

When booking car parking through flythomascook.com you will have a separate contract with Holiday Extras Limited, who is the provider of this service.

The conditions of the service provider will apply to your contract with them as detailed below. flythomascook.com acts only as an agent for these service providers and does not enter into a contract with you for this service. Please note that some services may be limited or restricted on certain flights.

Bookings made through flythomascook.com do not constitute as a 'package' as defined by the Package Travel, Package Holidays and Package Tours Regulations 1992) and these regulations do not apply.

Holiday Extras Car Parking Terms and Conditions

This section draws your attention to key points relating to your car parking booking.

What to take with you when you travel: Please ensure you have your booking confirmation voucher/ and or booking reference with when you travel. This will identify you as a Holiday Extras® customer and enable the service provider to verify your booking.

Directions and parking procedures

When using airport parking please make sure you have directions to the car park, the car park telephone number and details of the entry and exit procedures. These will be included on your flight itinerary/tickets documentation. The directions serve as a guide only, we recommend you use them in conjunction with a valid road atlas or satellite navigation system. Your booking reference is only valid for the car park you have booked. Should you park elsewhere you will be charged locally, please note that Holidays Extras and flythomascook.com will not reimburse you.

Problems when using the services:

• If you encounter a problem at your Holiday Extras location, please inform the service provider (Car Park Company) immediately to give them the opportunity to rectify the problem.
• If you do not advise the provider at the time it may be difficult to pursue a complaint at a later stage. Our service providers will do their utmost to assist with any given request, however assistance cannot be guaranteed.
• Please put any outstanding issues in writing (with receipts if appropriate) to: Customer relations, Holiday Extras, Ashford Road, Newingreen, Hythe, Kent, CT21 4JF or email us at customerrelations@holidayextras.com, within six weeks of your return to the UK.

Prices include VAT: All prices are for pre-booking and include VAT at the current rate. Parking in £s;s per vehicle per whole or part day/ 24 hour basis.

Cancellation, amendments and refunds

All cancellations and amendments to your booking are subject to the conditions set out in the Cancellation Policy below.

Parking only bookings:

• You will be unable to amend a parking booking within the 24 hours prior to the arrival date/time printed in your booking confirmation, or at any time thereafter.
• All cancellations are 100% non-refundable.
• If you park your car before the arrival date/time printed in your booking confirmation then you may have to pay the car park locally for any additional parking time at their published.
• If you collect your car before the departure date/time printed in your booking confirmation then you will not receive a refund for the unused time.
• If you collect your car after the departure date/time printed in your booking confirmation then you will have to pay the car park locally for any additional parking time at their published.

Changes and cancellations made by us

Occasionally, we have to make changes and correct errors on web sites and other details both before and after bookings have been confirmed. We reserve the right to do this and to amend and cancel confirmed bookings. If we have to make a significant change, i.e. a change of parking location, we will let you know as soon as possible. Where possible we will communicate any changes before your departure and we will offer you a choice from the following:

• (a) accepting the changed arrangements, or
• (b) choosing an alternative product of a similar standard (for less expensive products we will offer a refund of the difference), or
• (c) canceling or accepting the cancellation, in which case you will receive a full and prompt refund of all monies you have paid to us.

Car park entry/exit procedures

Entry and exit procedures vary at each car park. Please see information provided on your flight itinerary/tickets documentation. If you are charged by the car park because you do not follow the correct entry or exit procedures or fail to present your confirmation voucher flythomascook.com will not be able to obtain a refund from Holiday Extras on your behalf.

Park and Ride transfers

Transfers to and from the airport are included in the Holiday Extras price, unless stated otherwise, or the car park is within walking distance of the airport terminal. Please make sure you have the transfer schedule for your car park and that the times of operation suit your requirements.

Meet and Greet parking

If you have booked this service, (where you are met at the terminal by a driver who takes your car away to secured storage for you, and your car is brought to the terminal for you on your return), you may need to reconfirm your booking direct with the parking operator prior to your date of travel, giving your Holiday Extras Booking Reference. Please check your booking confirmation for details. Supplements may be charged for service outside normal hours and on all public and bank holidays payable directly to the parking operator.

Minimum stays

Minimum stays and charges apply at some car parks. Should you wish to stay for fewer days, you may, but the cost of the minimum duration is payable. This is made clear during the booking process. Daily Prices may vary according to the date and length of stay. Stays of fewer than 8 days may attract a higher daily rate.

Car Keys

In the interests of efficient operation you must be prepared to leave your car keys with car park staff if requested to do so. Where disabled facilities are provided, please ensure these are suitable for you individual needs.

Special needs parking

Where disabled facilities are provided, please ensure these are suitable for your individual needs.

Insurance

All parking is subject to the terms and conditions of the individual car park and these are available separately on request from the car park operator. Ensure no valuables are left in the vehicle, as Holiday Extras or flythomascook will not accept liability. Parking is always at the vehicle owner's risk.

High-sided or unusually wide vehicles

Not all car parks can accommodate them and those that can may charge more than the standard advertised price. Please check with Holiday Extras before booking by calling our award-winning call centre on 0871 360 2300 or emailing salesadmin@holidayextras.com.

Upgrades

Additional products or services may be offered to you as an upgrade or addition to your original, primary, purchase. The terms and conditions of the primary purchase shall apply to your entire booking, except where the upgrade(s) is/are specified within these terms and conditions, upon which the secondary purchase terms and conditions shall also apply.