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Knowledge base
Frequently asked questions
Amendments
4
Can I amend my holiday?
Can I change a name on my booking?
How do I change a Ryanair flight?
Will I be charged if I amend my holiday?
Booking
9
Are transfers included in my holiday?
Can I add on a special request?
Can I get help finding the right holiday?
Can I make a group booking?
How can I get a copy of my documents?
See all 9 articles
Cancellations
4
Do I get a refund if travel restrictions change?
How do I cancel a Ryanair flight?
How do I cancel my holiday?
How much will cancellation charges be?
Complaints
2
How can I chase a response to my complaint?
How do I make a complaint when I'm back from my holiday?
Contacting us
4
How can I get support?
How do I contact you?
How do I make a complaint when I'm back from holiday?
What if I'm on holiday and need support?
Flights
8
Are in-flight meals included?
Can I remove my baggage after I have booked?
How do I add baggage, seats and other extras to my flight?
What baggage is included?
What does a 'flexible flight' mean?
See all 7 articles
Financial protection
2
How and when do I get my ATOL certificate?
Is my holiday financially protected?
General queries
7
Do I need travel insurance?
I have reduced mobility, how do I know if a hotel is suitable?
I would like to work for Thomas Cook?
I’ve had a suspicious email how do I know it’s real?
What is a city tax or a tourist tax?
See all 7 articles
Insurance
12
Can I add travel insurance to my holiday?
I have (or have had) a medical condition, will my insurance cover this?
I live with my partner, but we're not married, are we still eligible for a couple or family policy?
I want to take a break for over three weeks, will this be covered under your Annual policy?
Is there anything I won't be covered for?
See all 12 articles
Manage My Booking
1
How do I log on to Manage My Booking?
Passport, visas and travel advice
4
How can I find out if it's safe to travel?
How long does my passport need to be valid for?
Where can I find travel advice?
Will my EHIC still work?
Payments and refunds
7
Are my card payments secure?
Can I pay by bank transfer?
Can I use my Thomas Cook holiday voucher to pay for my holiday?
How can I pay?
What card types can I use?
See all 7 articles
Price match
2
How do I qualify for the Price Match Guarantee criteria?
What is your Price Match Guarantee?
Supplier queries
5
Are there different terms and conditions for each supplier?
If there's a significant change, how much notice will I have and what are my options?
What does 'insignificant change' mean?
What's a 'significant change'?
When you talk about 'suppliers', what do you mean?
Supplier terms and conditions
2
How can I find my supplier terms and conditions?
What are the terms and conditions for my supplier?
Thomas Cook terms and conditions
4
I'm not a UK or Irish resident. Can I book with you?
What is a multi-contract package?
Where can I find your booking terms and conditions?
Where can I find your privacy policy?
Transfer information
8
How can I add or remove a transfer on my booking?
What is a private premium car transfer?
What is a private standard adapted car transfer?
What is a private standard car transfer?
What is a private standard minibus transfer?
See all 8 articles
Covid-19
Covid 19 Amendments
6
Can I change or cancel my booking if new UK government rules mean I need to quarantine on return?
What happens if a destination or country changes their restrictions or goes into lockdown?
What if I'm told to self-isolate by the NHS Test and Trace scheme and that overlaps with my holiday?
What if my destination is added to the red list two weeks before I'm due to depart?
What's my airline's amendments policy?
See all 6 articles
Covid 19 Other
6
Do I need special travel insurance with Covid-19 cover?
How do I know if I can travel to a destination or not?
What if I or someone I'm travelling with catches Covid before my holiday?
What if I or someone I'm travelling with catches Covid whilst I'm away?
What's a PLF form? Do I need to fill one out?
See all 6 articles
Covid 19 Refunds
3
What counts as a travel ban?
What happens if my flight is cancelled?
When can I get a refund?
Covid 19 Insurance
14
Do you offer Covid 19 cover?
What does Enhanced COVID-19 Protect cover?
If the FCDO advises against travel, what cover does your policy provide?
What countries will Enhanced COVID-19 Protect cover me for?
Am I covered if I'm contacted by the Government's Test and Trace, and I can't travel as planned?
See all 14 articles
Contact us
How can we help?
1
How can we help?
Help whilst I'm on holiday
1
How can I get help whilst I'm on holiday?
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1
What time are you open?