Flythomascook FAQs and Help Pages

If you have not used our www.flythomascook.com website before, and need help making a booking, we have provided below a step by step guide on how to do this.

Home page

This page is the first page of the website you will see. At the top of the page is the box 'Book a seat', as shown below:

In this box please select your departure and arrival airports, dates of travel and passenger numbers.

Points to remember:

• Flythomascook.com does not allow bookings for passengers under the age of 18 years, unless they are travelling with an adult over the age of 18.
• Once the outbound date has been selected the return date will automatically show as seven days later. Please ensure that you change this date if you wish to return on a different date.

Once the details have been selected and you are happy with this please select GO.

Choose

Flight and dates matching your request, if available, will be highlighted in yellow. You will also be provided with availability seven days either side of the requested date.

Points to remember:

• Your request, shown in the book a seat box, will still show at the top of the page. The dates available to book are shown underneath this. PLEASE ENSURE YOU CHECK THE DATES SELECTED ARE THE DATES YOU WISH TO TRAVEL ON!

Once you are happy with your selection please click the select and continue button.

Confirm

This page will provide you with a complete breakdown of the flights and cost of the booking. Please read all the information provided on this page very carefully. See below for an example:

Points to remember:

• The full cost of the booking is provided at the bottom of the page, see below:

• If meals are not required please tick the box to REMOVE the meals, they cannot be removed once the booking has been confirmed. You also have the option here to change the meal type if meals are required. If you are bookings flights to Canada you will not be provided with the meal option, as they are included in the fare, see below:

• If you do not want the extra 5kg of hold luggage and wish to stay at 15kg please ensure the box shows 15kg and not 20kg. The cost of the extra 5kg will also be removed if only 15kg is required. Again this cannot be removed once the booking has been confirmed.

Once you have read, understood and agreed to the terms and conditions please tick the box, see below, and then select confirm.

Passengers

Here you are requested to enter the passenger names and contact information.

Points to remember:

• Please ensure names provided are the same as per the passports and are spelt correctly. There is an administration charge if names need to be change.
• An email address is required as we email the tickets to you, also needed will be a working printer.

Again once you are happy that the information is correct please move to the next step of the journey.

Payment

This page is pretty straight forward. You need to enter your payment details to confirm the booking, please see below:

Points to remember:

• If paying with a credit card there is a charge of £2.50 per passenger per flight, this includes Thomas Cook Credit cards.
• We do not accept deposits, full payment is take at the time of booking.
• Please do not attempt to go back to a previous page as this may revert back any changes made to the booking.

Once happy with the details entered please select the purchase now button and after a few seconds your booking will be confirmed, and you will need to print the tickets.

Your hand baggage must not exceed 5 kg in weight or 43 cm x 28 cm x 23cm in size (including wheels, handles, side pockets etc). The hand luggage dimensions have been provided to us by Thomas Cook Airlines and are shown on their website. If you are travelling with another airline please check their luggage policy as these dimensions may vary.

Thomas Cook no longer provide luggage labels as the baggage tags provided by the airline staff contain all the required information for tracking your luggage should it go astray. Should you require a luggage label these are available from the Thomas Cook desk at your departure airport.

Pack photographic film in hand baggage as low dose X-ray machines will not affect it.

Laptops must be removed from cases/bags for seperate X-ray screening.

Musical intruments in their cases continue to be permitted in addition to 1 piece of hand luggage.

Items such as knives, scissors, tweezers and laser pointers may not be carried as hand baggage, these should only be carried as hold baggage only.

Any sharp items found in hand baggage will be confiscated.

Prohibited items include those items listed under dangerous goods and restricted articles.

Liquids, creams and gels are now permitted and may include:

Shampoo, creams, suntan lotions, toothpaste, hair gel, hair spray, perfumes, liquid or aerosol deodorants, cosmetics such as mascara and lip gloss, water and other drinks, soups and syrups, other items of a similar consistency.

They are subject to the following rules. The volume of each container must not exceed 100 ml (100 g). Containers should be packed inside a re-sealable plastic bag that does not exceed 1 litre in size (a bag approximately 20 cm by 20 cm would be acceptable, this is similar to a small freezer bag.

This plastic bag must be packed in a way that each container is clearly visible and the bag can be sealed. One plastic bag per passenger is permitted. The plastic bag must be presented separately at Security for x-ray screening.

The following exceptions apply to the above rules:

• Prescription medication for the trip is permitted with no ceiling on quantity. Please note that the definition of trip is the journey to the destination, not the whole duration of the period of time away.
• Non-prescription medication for the trip is permitted up to a maximum container size of 500 ml.
• Special dietary needs – liquid foodstuffs are permitted where there is a genuine requirement for them, again this applies to the trip. The container must be re-sealable and the passenger will be required to taste the contents at outbound control.
• Duty Free purchase on-board an EC carrier or at an EC airport are permitted as long as it is contained in a tamper-proof bag which should remain sealed and a valid receipt can be produced. This applies to the day of purchase only and covers transfers and passenger on day returns.

HOLD BAGGAGE

Hold baggage must not exceed the allowance stated on your ticket or a charge will be incurred. Allowances range from 15 kg to 30 kg.

For more information on extra luggage allowance click here.

Individual items of luggage must not exceed 30 kg for lifting purposes.

VALUABLES

Please remember to pack any valuables including money, credit cards, jewellery, keys and camera equipment in your hand luggage and not in your suitcase.

If you're travelling on a Thomas Cook Airlines flight from London Gatwick you'll need the SOUTH terminal, Manchester Terminal 1, Glasgow Terminal 2 and Birmingham Terminal 1 Main Hub. If you are flying with any other airline please check your travel documentation for terminal information.

Day before check-in is available from Gatwick Airport, this service is available until 30th April 2007. Customers travelling from Gatwick before midday, can check-in from 1600-2200 the day before departure.

For this service check-in will be situated in Zone E, this service applies to all flights including long haul.

Priority check-in is now available from Manchester and Gatwick.

Check-in at our designated Priority check-in desk for only £15 per adult and £5 per child.

We do not offer online check in.

For Flights to Canada please click here.

For Thomas Cook Airlines flights check-in desk closes 60 minutes prior to the scheduled time of departure at each airport. For any other Airline you should check-in at least 2 hours before departure.

You must allow ample time to ensure you can be checked in before this deadline. If you arrive late or after the check-in staff have closed the flight, we will not accept you for travel and we may cancel your reservation. If this happens, additional travel costs will be at your expense and no refunds will be given. We strongly advise that you plan your journey to the airport so that you arrive three hours prior to the scheduled departure time. Our check-in desks open three hours prior to departure at UK airports and between two and two and a half hours before at overseas airports.

If you fail to check in at all for your flight from the UK, we retain the right to cancel any other arrangements you have booked with us and you will be unable to use your return flight to the UK. No refund can be made for any unused arrangements.

When you arrive at the airport check-in desk, be ready to show your tickets, passport and baggage. Make sure in advance that your baggage meets weight and size requirements - see Baggage Information for details. And if you are travelling in a group, make sure all members of your party are present at the desk.

After check-in, you can move to the departure lounge where you'll find further flight information including your departure gate number. Please note that no call will be made for your flight so make sure you are at the departure gate at least 45 minutes before departure time.

Yes, when travelling on Thomas Cook Airlines flight and your booking reference looks similar to AZ1234. It is your responsibility to ensure that you have up to date timings for your flight.

We will notify you of any changes to your flights by sending an e-mail or written advice to the address that you specified at time of booking. We also ask that you reconfirm your flights at least 48 hours prior to departure via flythomascook.com or the sales centres.

To update your contact details please email us, please use the 'Still need help' tab to contact us.

However, you should view your tickets and itinerary online, prior to departure, by looking up your booking.

Follow these 3 STEPS:

STEP 1
If you made your booking as a member,
click this link View / amend member bookings...

If you made your booking as a non-member,
click this link View / amend non-member bookings...

STEP 2
Follow the on-screen instructions to look up your booking.

STEP 3
Click the 'View' button to display your on-screen confirmation and click the 'Click here to print your tickets' button at the top of this page.

If your booking reference is similar to FTCS123456A, if flight times change we will post revised travel documents to the address provided at time of booking. You can also contact us using the 'Still need help' tab.

The systems we use to operate the flythomascook.com website and our back office systems are constantly running all day everyday. To ensure that our website does not freeze or crash our system is designed to shut down for 20 second around 11pm.

During this time we loose our links with all payments systems. The flights will still be booked but as we will not have received an authorisation code from the payment provider the booking will show as pending. Please do not worry about this as we will contact you to confirm the payment and will resend the email confirmation , which will show your booking is confirmed.

Please note that this may not always be the case as to why your booking is pending, it could also be due to a busy period between us and the Bank and payment may be slow to confirm.

If you need to contact us regarding a pending booking please do so on 0901 5760576 and a consultant will be happy to help.

Extra services can be provided if you are travelling on a Thomas Cook Airline flight. Subject to availability, you can book seats together, (but not particular seats such as those with extra legroom or particular seat number(s)), which are charged from £5 per person, per sector for European destinations, extra leg room seats which start from just £15 per person, per sector and other services such as Champagne, Cakes etc. All these can be checked and booked by the Airline Customer Service and Sales team on 08702 430 416 or e-mail us at CUST@thomascook.com. For Canada flights please click here.

A ‘special request’ is a request for a service or facility. All special requests are subject to availability. On booking any chargeable extra services with our Airline Customer Service and Sales Team you will be sent an invoice for these items. Our note of a special request on your invoice confirms we have received it but does not guarantee that your request will be met, nor can we guarantee any request unless it is specifically confirmed separately in writing. Verbal confirmation of a special request cannot be taken as a guarantee that it will be met.

For information on arranging extra luggage allowance please click here

Click here for Terms & Conditions of Thomas Cook Airlines pre-flight services.

If you are travelling with any other Airline please use the appropriate contact below:

Airline	Flight code	Contact numbers
AIR AZZURRA	ZS	0870 606 6666 (Part of S4)
AIR MALTA	KM	0208 788 1023
AIR ATLANTA (icelandic)	EUK	0870 167 7747 0870 167 7757 (fax)
AIR EUROPA	AEA	0870 240 1501 (LGW Sched Svs) 0870 240 2208 (Fax) 0208 567 5647 (Charter Svs)
FIRST CHOICE	FCA	0870 757 2757 DP 0161 908 2275 (Fax)
ASTREAUS	AEU	01293 565 789 01293 565 156 (Fax)
AIR LUXOR	LK	01293 819 851 CustSvs/SpecNds
THOMSON	TOM	0870 607 6757 (Pre-Flight)
BRITISH AIRWAYS	BA	0845 779 9977 (Customer Care)
CYPRUS AIR	CY	0208 359 1384 (Cust Relations)
EUROCYPRIA	ECA	00357 465 80006 (Based In LCA) 00357246 53573 (Must fax request)
EASYJET	EZY	01582 702900
EXCEL AIR	XLA	0870 167 7747 (Pre-flight) 01293 450 312 (Fax)
FUTURA	FUA	0034 971 494 041 (Pre-book/MEDA) 0034 971 789706/779 (In PMI) 0034 971 789709 (Fax)
HELIOS	HCY	0208 457 2690 0208 457 2691 (Fax)
IBERIA	IB	0845 601 2854
IBERWORLD	IWD	0034 971 789 079 (In PMI) 0034 971 715506 (Fax)
ISLANDSFLUG	HH	00354 570 8090 (In Iceland) 00354 570 8090 (Fax)
LTE INTERNATIONAL	LTE	0034 971 475 700 (In PMI)
MONARCH	MON	01582 398226 01582 720531 (Fax)
MY TRAVEL	MYT	0870 241 2585 (Fax) 0870 241 2569 (Prebook/MEDA)
ONUR AIR	OHY	0049 711 79737411 0049 711 79737430 (Fax)
PEGASUS AIR	PGT	0090 212 6632934 (In Turkey) 0090 212 2756906 (Fax)

If you have booked through a travel agent, they will receive your tickets and will pass them on to you.

If you do not receive, or you lose your emailed tickets and itinerary (bookings with a reference similar to AZ1234), you can view and print your tickets online by looking up your booking. Please use the three steps shown on the left hand side of the table below.

If your booking reference looks like FTCS123456A then your tickets will be posted to you two weeks before departure, to the address provided at the time of booking. If you have received these tickets and have mis-laid them please call 0901 5670576 selecting option 2. Please note that you may incur a charge for the re-issue of your tickets.

Your booking ref 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 WILL 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 can also view, reconfirm and print your tickets online by looking up your booking. Follow these 3 STEPS: STEP 1 If you made your booking as a member, click this link View / amend member bookings... If you made your booking as a non-member, click this link View / amend non-member bookings... STEP 2 Follow the on-screen instructions to look up your booking. STEP 3 Click the 'View' button to display your on-screen confirmation and click the 'Click here to print your tickets ' button at the top of this page.	You will receive a confirmation email advising of your booking reference number, if your booking was successful, to the email address provided at time of booking. You will receive a paper flight ticket approximately 2 weeks before departure. If your departure date is within 14 days of booking, you will need to collect your tickets from the Thomas Cook desk at the departure airport, quoting your booking reference before going to the relevant check-in desk for your flight.

If you need to update your member details click here

Your tickets are contained in your emailed itinerary. We have provided a diagram below to explain what is contained in your emailed itinerary. Please note your tickets are on page 2 of the itinerary once printed.

Important information you must read regarding your this email. Will also occasionally display applicable advertisements, special offers or messages. This is your outbound ticket. Please present this page along with your passport and any relevant travel documents to check-in, failure to do so may result in you being denied travel. This is your inbound ticket. Please present this page along with your passport and any relevant travel documents to check-in, failure to do so may result in you being denied travel. Important information you must read. This is your customer copy for reference purposes. You should keep this with you at all times. This is the total payment of the booking along with a listing of payment method. Important information you must read. Useful links and contacts.

If your booking reference number looks similar to FTC-S123456A, your tickets will be posted to you and you will not receive the above emailed itinerary.

If you have made the booking through an agent it is their responsibility to send the booking confirmation and any changes, this will also stop the customer viewing these online as the booking will be through the agent and not the travelling passengers.

The cost of your flight does not include an in flight meal and is added during the booking journey.(excluding Canada or Premium Seats). We can provide a 3 course meal to suit your dietary requirements from only £6.50 per adult per flight or from £4 per child per flight.

If you wish to add meals after you have made the original booking please contact us on 0901 5760576. In flight meals are mandatory for bookings made within 96 hours of first scheduled departure.

Infants do not receive meals, and we regret that we do not sell baby food on the flight.

Once a meal has been booked, it can not be removed from the booking. Meal charges are non-refundable. Meal selection can not be changed inside 96 hours of first scheduled departure.

Thomas Cook Airlines regulations permit the in-flight consumption of alcohol purchased from the on-board bar service only.

For information on Canada flights please click here

Flythomascook.com operating hours are Monday-Friday 9.00 - 17.30. Excluding Bank Holidays.

Should you require to make an amendment you can do so online with the exception of name changes, which must be made via the Help Desk.

Please remember that all changes must be made no later than 96 hours before departure of your outbound flight. Inside 96 hours of departure all bookings are 100% non changeable.

Every Thursday the Customer Help Desk are in training from 10am till 12pm. During this time our phone lines are not in operation.

Please feel free to use the online help service on the website to answer any queries you may have.

We value all feedback from our passengers and users of the site. Please use the 'Still need help' tab to contact us.