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Under European law, if you are disabled or have difficulty moving around, you can receive assistance when you fly. This free service is available to anyone with mobility problems, for example because of a disability, age or a temporary injury. To take full advantage of the service, you need to pre-book no less than 48 hours prior to your departure. If you advise us within 48 hours we will endeavour to provide assistance where possible.
This page on our website contains information and answers to questions you may have, please check the information below in full and if you would like to speak to someone about assistance you need, just contact us using the information shown below.
We recommend you contact us directly for further information regarding on board assistance. We will be pleased to answer any questions or queries that you may have regarding assistance.
| Airline | Flight code | Contact numbers |
| THOMAS COOK | TCX | 0844 855 0515 |
For FlyThomasCook.com bookings, please call 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.
If you have booked your holiday via an alternative Tour Operator and you are flying with Thomas Cook Airlines, we ask that you also to contact your Tour Operator to ensure they are aware of this information.
If you require any additional assistance at the airport, during your flight or on arrival, we request that you check with us before booking your flight to ensure the assistance can be arranged. This is because facilities and services vary from country to country and airport to airport. Please ensure you advise us no later than 48 hours prior to departure if you require additional assistance. If you advise us within 48 hours we will endeavour to provide assistance where possible.
Type of Assistance Available on Board an Aircraft
The assistance Airlines can provide to disabled passengers and passengers with reduced mobility, includes the following:
Airport operators within the EU have a responsibility to assist anyone with a disability or mobility difficulties during their time at the airport. This includes intellectual disability or impairment, age or any other cause of disability. The airports will signpost designated points for passengers with reduced mobility.
To help plan your journey, we recommend visiting the airport website to find out information about airport layout and walking distances for each terminal. This may help determine the level of assistance you require.
Many airlines can offer a comprehensive range of pre-bookable services designed to meet your specific needs. Just choose the service you require and contact us no later than 48 hours before your departure (services can be booked as early as the day your booking is made) to make your request. We'll take care of the rest.
In order to meet safety requirements, we may refuse to accept a reservation or ask that a carer travels with you.
Safety reasons may include the ability to evacuate the aircraft, fasten or unfasten the seat belt, activate emergency oxygen or life jackets.
A carer must travel with any passenger who does not meet the DFT (Department for Transport) code of practice definition of self reliance.
In establishing whether someone is "self-reliant" the DFT stipulate that the passenger should be independent in the following areas:
If you are not self-reliant (capable of taking care of all your physical needs independently in-flight) a carer is required for travel to take care of these needs. The carer must purchase a ticket at the same time. A carer can travel with a maximum of 2 passengers requiring additional assistance as outlined above.
Due to CAA (Civil Aviation Authority) regulations, any persons with reduced mobility or any physical disability or intellectual impairment cannot be allocated seats adjacent to the emergency exits.
Fitness to Fly Certificate
Some medical conditions require a fitness to fly certificate. If you consider yourself to have a condition that will require your G.P. to give authorisation for travel, please obtain a certificate from your G.P. stating you are fit to travel prior to contacting ourselves. If in doubt please contact us on the numbers shown above. If there is cause for concern or reasonable doubt as to whether a passenger is 'fit to fly' we may request medical support in order to make a fair assessment.
Thomas Cook will carry up to two pieces of mobility equipment per person free of charge in the aircraft hold subject to capacity of the aircraft at the time of travel. If you are travelling with a Battery Powered Electric Mobility Aid, please call our dedicated Mobility Assistance line on TELEPHONE: 0844 855 0515
Battery powered mobility aids can only be carried when they are for use by a passenger whose mobility is restricted by their disability, their health or age, or a temporary mobility problem (e.g. a broken leg).
To assist us with the safe carriage of your wheelchair, please notify us at least 48 hours before you travel. To do this please call our dedicated Mobility Assistance line on TELEPHONE: 0844 855 0515
The type of wheelchair you have will determine how we are able to load your wheelchair on to the aircraft.
Before a mobility aid is loaded onto our aircraft, Thomas Cook Airlines must be satisfied that the mobility aid has been made safe in accordance with the ICAO Technical Instructions (see details below). If Thomas Cook Airlines cannot be satisfied or where it has been established that the mobility aid has not been made safe, Thomas Cook will refuse carriage of the mobility aid. In such circumstances Thomas Cook is not under obligation to render it safe.
There are other factors which could prevent the carriage of an electric mobility aid;
Thomas Cook Airlines has a fleet of various aircraft types. Thomas Cook Airlines can not guarantee the type of aircraft a passenger will be travelling on at the time of booking. However, the minimum hold dimensions are as follows:
| Width | Height | Length | |||
|---|---|---|---|---|---|
| (m) | (in) | (m) | (in) | (m) | (in) |
| 1.499 | 59 | 1.194 | 47 | 1.643 | 64.7 |
Please note that certain aircraft types may have larger dimensions than those set out above and so if your mobility aid is larger than the above minimum dimensions then please contact us so that we can discuss your requirements.
User guides of Electric Mobility Aids normally include the tare weight and dimensions. The British Healthcare Trades Association (BHTA) has compiled (in conjunction with its members) a log containing all of the information needed by an airport and airline to facilitate the safe carriage of many Mobility Aids. The log is published at the following address: www.bhta.net/bhta-advice/air-transportation.aspx
Thomas Cook requires the following information before you travel:
Instructions for preventing inadvertent operation (see below for your specific battery type).
It is the responsibility of the airport operators to assist anyone with a disability during their time at the airport. Airlines must provide the airport with information in advance so that the appropriate service can be offered. To enable us to pass your request to them, please contact us as soon as possible with the details of your device. In accordance with Regulation (EC) 1107/2006 disabled persons and persons with reduced mobility are required to notify Thomas Cook, at least 48hrs prior to travel. To do this please call our dedicated Mobility Assistance line on TELEPHONE: 0844 855 0515
To ensure the safe carriage of your wheelchair/mobility aid, the following must be completed by our airport representatives before the wheelchair is loaded on to the aircraft. Please inform us of the following:
To ensure the safe carriage of your wheelchair/mobility aid the following must be completed by our airport representatives before the wheelchair is loaded on to the aircraft. Please ensure the following:
To ensure the safe carriage of your wheelchair/mobility aid the following must be completed by our airport representatives before the wheelchair is loaded on to the aircraft. Please ensure the following:
Provided that the Wheelchair / Mobility Aid can be loaded, stowed, secured and unloaded always in an upright position then the battery may remain installed in the Wheelchair/ Mobility Aid. It must be verified that:
IF the wheelchair or mobility aid cannot be loaded, stowed, secured and unloaded in an upright position, the battery must be removed. The wheelchair or mobility aid may then be carried as checked baggage without restriction. The removed battery must be carried in strong, rigid packaging as follows:
Thomas Cook Airlines is not responsible for packaging the battery. This must be carried out by a Cargo Shipping Company in accordance with the current Dangerous Goods Regulations. Passengers are recommended to make advance arrangements.
It is recommended to passengers that, batteries which are spillable should be fitted with spill-resistant vent caps when feasible.
Airlines are able to carry guide dogs free of charge on many routes, please contact us for full details.
For more information on Pet Travel Scheme you can call or make contact in the following ways:
Stretchers are not carried on-board Thomas Cook Airlines flights.
For safety reasons customers are not permitted to carry their own oxygen for use on-board.
Additional oxygen can be provided on flights with Thomas Cook Airlines (where the duration is less than 5 hours) at a charge of £100 each way. On Thomas Cook flights, only one customer can be carried per flight requiring additional oxygen, we therefore recommend that you call us prior to booking your holiday to discuss your requirements. This service must be booked at least 21 days prior to departure. For other airlines, please contact the airline directly.
Customers carrying syringes and/or needles must carry a doctor's note or a repeat prescription as confirmation of medical requirement. Please read the following important advice about travelling with medication.
The carriage of needles and syringes is permitted onboard for the treatment or control of medical conditions. However, you must also carry supporting documentation in the form of either:
A "sharps" box to dispose of needles safely and hygienically is available onboard - please ask the crew.
The onboard fridge cannot be used to keep medication cold, (for example, insulin used for diabetes). However, you may bring a cool bag with you.
The amount of liquid medication you are permitted to take in your hand luggage is subject to current security advice. Please visit the Department for Transport website for the latest information: www.dft.gov.uk
If you are hearing impaired and require assistance, please contact us (see the 'Who should I contact' section above).
If required, an escort can be provided to and from the aircraft. Airlines offer separate briefing or subtitled in flight safety video about safety procedures for deaf and hard of hearing customers on-board. If you are hearing impaired, please contact us so that we can make the necessary arrangements.
If you are blind or visually impaired and are unable to travel without assistance you will need to travel with a carer who must purchase a seat. The assistance that we offer visually impaired passengers can include an escort to and from the aircraft, individual safety briefings and assistance during the flight. Also, Braille cards are available on some flights on request.
Expectant mothers will be accepted without a medical certificate up to the end of the 27th week of pregnancy.
Between 28 and 34 weeks of pregnancy a medical certificate will be required. This must confirm the expected date of delivery and confirm fitness to fly (doctors letter must have been written no earlier than 6 weeks before the outbound date of travel).
Expectant mothers will not be accepted under any circumstance from 34th week.
In the case of a multiple pregnancy the pregnancy should not be beyond the 32nd week at the time of the return inbound flight.
All pregnant women are required to provide a letter to state both mother and baby are in good health and fit to travel.
Passengers who have had a recent miscarriage may fly provided that they have had no bleeding or pain for at least 24 hours prior to the date of travel. A letter should be obtained from the passenger's doctor confirming this.
Any plaster cast must have been set in place for over 48 hours for legs and 24 hours for arms. In the case of a full leg plaster, where the leg cannot be bent, 2 additional seats must be purchased.
Dependant on the person's level of the mobility, assistance seating (that is, a seat with a moveable aisle armrest) may be used or alternatively a fixed armrest seat will be used if this is sufficient. We will endeavour to ensure that any accompanying person is seated next to the person requiring assistance.
The seat widths on Thomas Cook Airlines aircraft vary from 16.25 to 18 inches depending on aircraft type or grade of seat purchased. We realise that some larger customers, due to their size, often find that aircraft seat width is insufficient for their needs. For your own safety and comfort and that of other customers, you must contact us before booking if you know or are unsure as to whether the seat size on the aircraft will be sufficient for your needs. If you do require additional space, then subject to availability, you can purchase more than one seat located side by side or if you prefer, a wider seat in an upgraded class (where applicable). We regret however, that due to additional costs incurred, you will have to pay the full cost of all seats required by you, plus any upgrade supplement per seat.


This website is operated by Thomas Cook Retail Ltd (ABTA J9375) acting as agent for Flythomascook.com (ATOL 1179, ABTA V6896)
Financial Protection All flight bookings made from 1 Oct 2012 on this website are financially protected by the ATOL Scheme. (If you booked prior to the 1st October 2012, please visit our FAQ section for information about financial protection). Your booking via this website for a flight will be authorised under Flythomascook.com's ATOL number 1179 and will be protected under the ATOL scheme but ATOL protection does not apply to the other services offered on this site. When you pay you will be supplied with an ATOL Certificate. Please ask for it and check to ensure that everything you booked is listed on it. Please see the Flythomascook booking conditions for further information or go to www.atol.org.uk/ATOLcertificate for more information about financial protection and the ATOL Certificate.
Travel Insurance: Thomas Cook Retail Limited is an Appointed Representative of White Horse Insurance Ireland Limited which is authorised and regulated by the Central Bank of Ireland. Thomas Cook Travel Insurance is underwritten by White Horse Insurance Ireland Limited. For more information visit Central Bank of Ireland website.
