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Please read these terms and conditions carefully, since they, along with the other relevant information on this website, set out the terms and conditions which will apply to you when you book any flights through this website. They also contain information relating to Airline liability.
This website is operated by Thomas Cook Retail Limited, ABTA J9375, acting as booking agent for Flythomascook.com. Flythomascook.com is a trading name of Thomas Cook Tour Operations Limited. When you make a flight booking via this website, your booking will be handled by Thomas Cook Retail Limited, but your contract will be with Thomas Cook Tour Operations Limited.
Bookings made via this web site 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 Limited or any one or more of a number of other airlines.
"booking" means your booking made via this website.
"conditions" means these terms and conditions.
"flight(s)" means the flight(s) you book with flythomascook.com.
flythomascook.com" means Thomas Cook Tour Operations Limited trading as flythomascook.com.
"SDR" means Special Drawing Rights which is an International Monetary Unit.
"you" and "your" means all persons (or any of them as applicable) named on the booking (including the lead passenger (as defined below in 'Making A 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.
"we", "us", "our" and "ourselves" means Thomas Cook Retail Limited.
All flight bookings made from 1 October 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. From 1st October 2012 onwards when you buy an ATOL protected flight from Flythomascook.com you will receive an ATOL Certificate. This lists the flights that are financially protected, where you can get information on what this means for you and who to contact if things go wrong. Flythomascook.com or the airline will provide you with the services listed on the ATOL Certificate (or a suitable alternative). In some cases, where neither Flythomascook.com nor the airline are able to do so for reasons of insolvency, an alternative ATOL holder may provide you with the flights you have bought at no extra cost to you. You agree to accept that in those circumstances the alternative ATOL holder will perform those obligations and you agree to pay any money outstanding to be paid by you under your contract to that alternative ATOL holder. However, you also agree that in some cases it will not be possible to appoint an alternative ATOL holder, in which case you will be entitled to make a claim under the ATOL scheme (or your credit card issuer, where applicable). For further information visit the ATOL website at www.atol.org.uk
Thomas Cook Retail Ltd and Flythomascook.com are each a member of ABTA with membership number J9375 and V6896 respectively. 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 see the ABTA website at: www.abta.com. Please note that ABTA membership only applies to services supplied by Thomas Cook Retail Ltd and Thomas Cook Tour Operations Ltd and does not apply to services such as car hire which you may choose to book with other third party companies.
The prices you see initially on this website or on any Flythomascook.com e-mail marketing communication, are not live. Although prices and availability are updated very regularly, flights and other services advertised are subject to availability and prices can change at any time. When you make a search on this website for a specific flight or other service by entering your requirements, the 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.
Fuel Supplements: these arise as a result of changes in fuel costs between the time Flythomascook.com prices its flights and the time of booking or travel. These changes are beyond the control of Flythomascook.com and Flythomascook.com and airlines reserve the right to alter prices and introduce fuel supplements where changes in fuel costs occur. The amount of supplement will vary depending on the length of the flight. Any applicable fuel supplement will be shown separately in the price breakdown.
Things may change and system errors may occur after information is placed on this 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, the website is updated at the earliest opportunity. If you have already booked, we and Flythomascook.com will do our best to let you know about any significant changes or mistakes which affect you before you travel. Whilst every effort is made to ensure the accuracy of all information and prices displayed on this website, regrettably errors may occasionally occur. If a price is displayed which is obviously incorrect (being exceptionally low for the flight/service advertised), we reserve the right to charge the correct price for that flight/service.
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, and any cancellation or amendment charges that may be payable. The first named passenger is the 'lead passenger'. 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 terms and 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 legal guardian.
Travel Agent Bookings: If the person who makes the booking is a travel agent, acting as agent for their customer(s), the 'lead passenger' will be the first customer named as travelling on the booking. Any travel agent using this web site will be acting as agent for the customer - not as agent for Thomas Cook Retail Ltd or Flythomascook.com. No commission or other payment will be due from Flythomascook.com to any travel agent making a booking on this site. It is the travel agent's own responsibility to ensure that they comply with any legal or regulatory requirements, including the need to hold their own ATOL, issue a Flight-Plus or other ATOL Certificate and collect APC in cases where the travel agent creates a Flight-Plus or package arrangement for their customer(s) using flights booked via this website.
Group Bookings: The prices advertised on this website are applicable only where the number of passengers does not exceed 9 (nine) individuals. For bookings of 10 or more people, a group price must be obtained by contacting us via the email address which will be given during the booking journey. Group bookings not made in accordance with these conditions will not be valid and we reserve the right to either charge the correct group price for any such bookings or to cancel the booking (in which case a cancellation charge may be levied). This applies regardless of whether the group has been split and booked under more than one booking reference number.
If you book through a travel agent other than Thomas Cook Retail Ltd, your booking confirmation will be emailed to that travel agent. It is then their responsibility to send it on to you. When you book with Thomas Cook Retail Ltd, either via this website or by 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 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 stated 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 Flythomascook.com nor any airline 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/Flythomascook.com/the airline made the mistake and there is good reason why you did not contact us within the time limit.
If you have booked directly via this website, we may communicate with you by e-mail, by post or by telephone. If you booked through another travel agent, all communication will be sent to that travel agent. By making your booking via the internet or otherwise providing us with an e-mail address, you authorise us/Flythomascook.com/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 or Flythomascook.com 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/Flythomascook.com urgently need a response from you.
If, after making your booking, your card payment is declined for any reason, we will cancel your booking as soon as we become aware.
Please make sure that you have supplied us with the correct credit card billing information. If you do not supply the correct credit or debit card billing address and/or cardholder information, the issue of your tickets may be delayed and the overall cost may increase. We do reserve the right to cancel tickets after issue if payment is declined or if you have supplied incorrect credit card information.
In addition, we also reserve the right to do random checks (including the electoral roll) in order to minimise credit card fraud. As a result of this, before issuing tickets we may require you to provide us with a fax or postal copy of proof of address, as well as a copy of your credit card and a recent statement.
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 Flythomascook.com confirmation itinerary to the email address or postal address that you gave at the time of booking. If you booked through another travel agent, all communication will be sent to that travel agent. However it is your responsibility to reconfirm all flight details at least 48 hours prior to departure by viewing your booking itinerary online using our 'Manage Booking' facility on this website.
You may print the online confirmation page for your records.
If you are flying with Thomas Cook Airlines you are no longer required to present a printed copy of your confirmation or travel document to check-in for your flight. You will require a valid passport for each passenger travelling. We do recommend you have a copy of your latest documents with you when you travel either electronically or printed to re-confirm what you have booked. 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.
Please note: if you are travelling on a non Thomas Cook Airline flight or a non ticketless airlines, then you will still be required to take a printed copy of your confirmation with you when you travel to present at check in, along with a valid passport for each travelling passengers.
If you require special assistance from your airline (for example, if you have a disability or reduced mobility), you will need to discuss your requirements with one of our travel consultants prior to booking.
It is advisable to take out insurance suitable for your needs before you travel. Neither we nor Flythomascook.com can 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 travel 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.
Please also see 'Receiving flight tickets' and 'On-screen confirmation page' above.
Passports and Visas: You cannot travel if you do not have all required travel documents, such as passport and visa. 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. Any information we provide is for guidance only. 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.direct.gov.uk/passports. Requirements may change and you should check the up to date position in good time before departure. 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. Neither we nor Flythomascook.com can accept any liability in this situation and no compensation, expenses, refund or other sum will be paid to you.
Flight Tickets: 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 neither we nor Flythomascook.com will be held liable for refunds or compensation in this case.
Special Information for all passengers travelling to/from Tunisia or The Gambia
Passengers holding a one-way ticket to or from 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 to or from the UK, but do not use the outbound portion of the ticket, will cause the inbound flight ticket to become invalid and this will be cancelled.
Special Information for all passengers travelling from The Gambia not holding a UK or other EU Passport
If the first leg of your flight starts from The Gambia and you do not hold a UK or other EU passport your carriage is strictly subject to the following terms and conditions.
Any child aged 2 years or over on the day of the return flight (or last flight sector) pays the full adult fare as they will be required to occupy a seat. A charge applies to infants under 2 years of age but infants cannot occupy their own seat. If a seat is required, the full adult fare is applicable. Details of applicable infant charges will be shown as you go through the booking process.
The cost of your flight does not include an in flight meal. If you are flying with Thomas Cook Airlines a 3 course meal to suit your dietary requirements can be provided for a small charge. Infants do not receive meals and we regret that baby food is not sold on the flight.In flight meals are mandatory for Thomas Cook Airlines bookings made within 4 days of departure and will be added to the cost of your flight.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.
We regret Flythomascook.com cannot accept any booking for a child or children under 18 unless accompanied by a parent or legal guardian.
No hold baggage is included in the flight cost. If you are flying with Thomas Cook Airlines, you can pre-book 20kgs of baggage at an extra cost during the booking journey or after the booking has been confirmed. Adding baggage after the booking has been confirmed can be done via this website or our Customer Help Desk. This has to be done outside 6 hours before your first departing flight. However please be advised once a booking has checked in online no changes can be made. If you exceed your baggage allowance, excess baggage charges will apply. For more information on baggage allowance see 'Baggage Information'' in our website online help page.
Airline policy in the event of a delay is in accordance with EC Regulation 261/2004. This is set out in the notice which the Airline will provide to passengers affected by a delay and is also available on request.
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 at the boarding gate. The airline may refuse to carry you if you are late. Standard opening of check-in desks is 3 hours prior to scheduled time of departure. Thomas Cook Airlines recommends that passengers check-in at least 2 hours prior to scheduled departure. Check-in desks close strictly 1 hour before scheduled departure. Failure to check-in in good time will result in you being denied boarding to the flight.
Flythomascook.com is 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.
Occasionally Thomas Cook Airlines has to make changes on the day of departure that can result in withdrawal or changes to pre-booked flight services.
If there is a flight change on your booking, a significant change is: a change of time over 12 hours or more, a change of destination, or a change of the UK departure airport. Any other change is not a significant change. Any change which is not deemed to be significant will be classed as a minor change. We will endeavour to tell you about a minor change before you travel, however, we will not pay compensation as a result of a minor change.
If you do not want to accept a significant change, Flythomascook.com will, if they are able to do so, offer you an alternative flight at no extra cost to you. If you do not want to accept any alternative offered, you can choose to find a different flight via this website and pay the difference (if it is more expensive) or receive a refund of the difference (if it is less expensive) than your original flight cost. Alternatively, if you do not want to accept the alternative offered, you can elect to cancel your booking and receive a full refund of monies paid to us, except any amendment charges. Unless the change has resulted from circumstances beyond the control of Flythomascook.com (being any event that Flythomascook.com or the airline could not foresee or avoid, even after taking all reasonable care), compensation will be paid for a significant change in accordance with the table below.
Option 1 compensation applies where you accept the significant change or where you amend to a different flight offered to you or found via this website.
Option 2 compensation applies where you reject the significant change and elect to cancel.
No compensation is payable for infants on the booking
Change of Airline or Aircraft: The flights offered on this website are operated by a range of charter or scheduled airlines, using a wide or narrow body jet aircraft. It may not be possible at the time of booking to specify the airline or aircraft type. Flythomascook.com is required to inform you of the identity of the airline operating your flight. Any changes to the operating airline will be notified to you as soon as possible and, at the latest, at check in or at the boarding gate. Flythomascook.com reserves the right to change airlines or aircraft types at any time and changes of this type will not constitute a significant change.
This section must be read together with, and is subject to, the refunds section of the relevant airline's conditions of carriage. Charges will apply if you need to make any changes to your flight or to any additional services, facilities or other items booked. In addition an administration fee per person, per sector, per change will apply (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 you will not be entitled to any refund of the difference. If you cancel any 'optional extras' for which there is a charge, you will not receive a refund. Where a change to an optional extra can be made, we will charge an administration fee from £30/€36 for each change.
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 25 hours before your first departing flight for flights up to 7 hours in duration and 80 hours for flights with a flight duration of over 7 hours. However please be advised once a booking has checked in online no changes can be made. Please note for changes made by you to a booking of a service/extra (such as 'Choose Your Seat'), we will charge either the full cost of the service or an administration fee from £30/€36 for each changed or cancelled service.
Bookings that are originally made by telephone through the Thomas Cook sales centre can only be amended or cancelled through the sales center
Charges for changes made by you to a flight booking prior to travel
Note 1: 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. 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: On return flights, the names of passengers travelling on each sector must match. It is not possible to have different passenger names on each sector. Please be advised if a name change is made online within 48 hours of booking being made this will be free of charge. If your booking reference is similar to S123456K then you can only action the name change or amendment via the Customer Help Desk: The flythomascook.com Customer Help Desk number is 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.
Flythomascook.com fares (and flight extras) are 100% non-refundable. This applies to all cancellations including but not limited to cancellations arising from a change in personal circumstances, such as the inability to travel on medical grounds. If you need to cancel your flight booking you will be charged 100% of the booking cost plus a £25/€29.00 administration charge if a cancellation document is required for insurance purposes.
You may request from us a refund of UK government air passenger duty (APD) for any flight you choose to cancel. Such a request must be received within 28 days of the cancellation being made by us and you must also pay £25/€29.00 administration fee per booking. This charge does not include the creation of an insurance letter, which is charged and supplied separately.
The flights advertised on this website are provided by various airlines. These airlines have their own conditions and you will be bound by these. Copies of these conditions are available on request by contacting us, or alternatively by contacting the relevant airline.
The airline's conditions also apply to and form part of your contract with Flythomascook.com for your flight(s). In the event of any conflict or difference between the airline's conditions and the conditions of Flythomascook.com, the Flythomascook.com conditions will apply in respect of the conflict or difference. This means Flythomascook.com 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 Flythomascook.com conditions will apply.
Airlines' liabilities to their passengers are limited in accordance with international conventions. See further below under 'Airline Liability'.
Except where expressly stated differently elsewhere in these conditions, Flythomascook.com cannot pay any compensation, damages, expenses, costs, losses or any other amount of any description or otherwise accept responsibility if your airline has 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 the control of Flythomascook.com, which Flythomascook.com 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.
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.
If the airline with whom you have a confirmed reservation becomes subject to an operating ban as above as a result of which Flythomascook.com is 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.
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 'Thomas Cook 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 Flythomascook.com 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 Flythomascook.com 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).
If you have a complaint regarding any issue after you have travelled please register your complaint online at www.thomascook.com/customer-relations or write to: Customer Relations Department, Flythomascook.com, 2-4 Godwin Street, Bradford, West Yorkshire, BD1 2ST. Receipt of your complaint will be acknowledged at the earliest opportunity and a response will usually be provided within 28 days. Where it is necessary to contact a third party supplier to investigate your complaint, further time may be required to provide you with a full response.
For complaints or queries relating to the content or operation of this website 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 complaint report form from the airline/airport's representative before you leave the airport. You should complete this straightaway, return it to the airline/airport's representative and ensure you obtain a copy, again before you leave the airport. When you get back home, send a copy of the report form to the Customer Relations Department (address as above) together with a covering letter, giving full details of your complaint and including your booking reference. This should be done within 28 days of returning home.
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 Flythomascook.com or from the airline. Any such rights will be reduced or extinguished if, had you done so, you or Flythomascook.com 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 Flythomascook.com or the airline from carrying out a proper investigation.
ABTA Arbitration Scheme: If you are not satisfied with the outcome of any investigation into your complaint, you may ask for your complaint to be considered under a special scheme devised by The Travel Association (ABTA) and administered independently by the CEDR Solve, a leading mediation and dispute resolution service. Please bear in mind that this special scheme is only available for claims against Thomas Cook Tour Operations Limited (trading as Flythomascook.com) or Thomas Cook Retail Limited, and not against any airline or other supplier, as the airline/other supplier is not a member of ABTA. Please also carefully consider the extent of responsibility that we or Flythomascook.com has for your booking (see under "Our Responsibility") before you make a claim against either of 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). Before you can apply for arbitration, you will need to register your complaint with ABTA. The 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 £1,500 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 ABTA within 18 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.
Flythomascook.com is now able to accept Worldwide Travel Vouchers as payment. This can be for the full booking amount or as a part payment. Please follow the below instructions on how you can redeem your vouchers against your new booking.
Worldwide Travel Vouchers cannot be exchanged for cash, traveller's cheques or foreign currency in any format.
Vouchers may be declined if not purchased from an authorised supplier.
Thomas Cook Travel Pounds
Please be advised we do not currently accept Thomas Cook Travel Pounds as a form of payment on bookings made with flythomascook online or through the call centre.
Flight bookings: English Law (and no other) will apply to your contract with Flythomascook.com and to any dispute, claim or other matter of any description which arises between you and Flythomascook.com (except as set out below). Any dispute, claim or other matter of any description (and whether or not involving any personal injury) which arises between you and Flythomascook.com must be dealt with either 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 either of those cases, 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 out of your contract 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).
Flight bookings: Flythomascook.com's obligations under its contract with you (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. Flythomascook.com has 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 (in addition to these Flythomascook.com terms and conditions). Flythomascook.com is not an airline or air carrier and does not enter into a contract for carriage with you.
The maximum liability of Flythomascook.com if found to be at fault in connection with its contractual obligations to you is limited to twice the cost of the flight(s) in question.
However, in the event that Flythomascook.com is found liable by any court of law 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 Flythomascook.com 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 Flythomascook.com 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 compensatory payment to you, Flythomascook.com is 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 or 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 against Flythomascook.com, you must, at the time of payment of any compensation to you, make a complete assignment to Flythomascook.com of the rights you have against the carrier in relation to the claim that gives rise to that compensation payment.
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.
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:
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:
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
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: 55cm x 40cm x 20cm) 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.
Except as provided in the Montreal Convention 1999 or other applicable international convention, 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 July 2012)
If your flights are with Thomas Cook Airlines, the following Thomas Cook Airlines conditions of carriage will apply to your contract, in addition to the Flythomascook.com booking conditions set out on this website:
As you read these Conditions of Carriage, please note that:
These Conditions of Carriage apply to flights for which our name or Airline Designator Code is indicated in the carrier box of the Ticket, provided that Article 13 applies to our liability for Damage however it may arise.
If we have arranged for another carrier to perform any carriage on our behalf, and if there is any difference between our Conditions of Carriage and those of the other carrier the latter will prevail to the extent necessary or desirable for operational purposes provided however that our liability will continue to be governed by Article 13 of our Conditions of Carriage.
These Conditions of Carriage are applicable unless they are inconsistent with Tariffs or laws applicable to the carriage being provided hereunder, in which event such Tariffs or laws shall prevail. If any provision of these Conditions of Carriage is invalid under any such applicable law, the other provisions shall nevertheless remain valid.
Carriage may be subject to the rules and regulations set out in the relevant Charter Agreement (if any) and/or any Tour Operator conditions if applicable to a customer travelling on a package holiday and in effect on the date of Ticket issuance (which deal with matters such as the carriage of passengers with special needs and special types of baggage). In the event of inconsistency between any of these and these Conditions of Carriage, the latter shall prevail.
The Ticket will not be honoured and will lose its validity if all the Coupons are not used in the sequence provided in the Ticket.
Our name may be abbreviated to our Airline Designator Code, or otherwise, on the Ticket. Our address shall be deemed to be the airport of departure shown opposite the first abbreviation of our name in the "Carrier" box in the Ticket.
We shall not be obliged to give refunds in any circumstances if your Ticket has been issued to you by a Ticket Issuer. Any enquiries about refunds should be addressed to the Ticket Issuer. If we have issued your Ticket, if we fail to provide carriage in accordance with the contract of carriage or where you request a voluntary change of your arrangements, refund for an unused ticket or portion thereof shall be made by us in accordance with this Article 3.5 of these Conditions of Carriage
All refunds will be subject to Government laws, rules and regulations or orders of the country in which the ticket was originally purchased and of the country in which the refund is being made. Subject to the foregoing provision, refunds will normally be made in the currency in which the ticket was paid for.
Not withstanding the provisions of this Article 3.5, bookings made with flythomascook.com shall not be refundable in any circumstances.
Applicable taxes or charges imposed by government or other authority, or by the operator of an airport, and in effect on the date of travel, shall be payable by you.
We will endeavour to honour advance seating requests, but we cannot guarantee any particular seat, and you agree to accept any seat that may be allocated on the flight in the class of service for which the Ticket has been issued. We reserve the right to assign or reassign seats at any time.
In the exercise of our discretion, we may refuse to carry you or your Baggage if we have notified you in writing that we would not at any time after the date of such notice carry you on our flights or if one or more of the following have occurred or may occur:
You may carry an amount of baggage, free of charge, subject to our conditions and limitations, which are available on request from our Authorised Agents or us.
You will be required to pay a charge for carriage of Baggage in excess of the free Baggage allowance.
For reasons of safety and security, we may request that you permit a search, X-ray or other type of scan be made of your person and Baggage. If you are not available, your Baggage may be searched in your absence, for the purpose of determining whether you are in possession of or whether your Baggage contains any item described in Article 8.3.1 or any firearms, ammunition or weapons which have not been presented to us in accordance with Articles 8.3.2 or 8.3.3. If you are unwilling to comply with such a request we may refuse to carry you and your Baggage. In the event an X-ray or other scan causes damage or delay to you or your Baggage, we shall not be liable for such damage or delay unless due to our fault or negligence.
If in our opinion, you conduct yourself on board the aircraft so as to endanger the aircraft or any person or property on board, or obstruct the crew in the performance of their duties, or fail to comply with any instructions of the crew (including but not limited to those with respect to smoking, alcohol or drug consumption), or behave in a manner which causes discomfort, inconvenience, damage or injury to other passengers or the crew, we may take such measures as we deem necessary to prevent continuation of such conduct, including restraint and diverting the aircraft to the nearest available suitable airport. You may be disembarked and refused onward carriage at any point, and may be prosecuted for offences committed on board the aircraft, and we may take proceedings against you for recovery of any costs, expenses and liabilities incurred as a result.
For safety reasons, we may forbid or limit operation aboard the aircraft of electronic equipment, including but not limited to cellular telephones, laptop computers, portable recorders, portable radios, CD players, electronic games or transmitting devices, including radio controlled toys and walkie-talkies. Operation of hearing aids and heart pacemakers is permitted.
Prior to travel, you must present all exit, entry, health and other documents required by law, regulation, order, demand or other requirement of the countries concerned, and permit us to take and retain copies thereof. We reserve the right to refuse carriage if you have not complied with these requirements, or your travel documents do not appear to be in order.
If you are denied entry into any country, you will be responsible to pay any fine or charge assessed against us by the Government concerned and for the cost of transporting you from that country. The fare collected for carriage to the point of denied entry will not be refunded by us.
If we are required to pay any fine or penalty or to incur any expenditure by reason of your failure to comply with laws, regulations, orders, demands or other travel requirements of the countries concerned or to produce the required documents, you shall reimburse us on demand any amount so paid or expenditure so incurred. We may apply towards such payment or expenditure the value of any unused carriage on your ticket, or any of your funds in our possession.
If required, you shall attend inspection of your Baggage, by Customs or other Government officials. We are not liable to you for any loss or damage suffered by you in the course of such inspection or through your failure to comply with this requirement.
You shall submit to any security checks by Governments, airport officials, and other carriers or by us.
You recognise that personal data has been given to us for the purposes of making a reservation, obtaining ancillary services, developing and providing services, facilitating Immigration and entry procedures and making available such data to government agencies, in accordance with applicable law in connection with your travel. For these purposes, you authorise us to retain and use such data and to transmit it to our own offices, Authorised Agents, government agencies, customs, immigration and law enforcement authorities, Ticket Issuers, other carriers or the providers of the above-mentioned services. You agree to hold us and our Authorised Agents harmless in relation to any losses or claims which may arise from transmission or retention of inaccurate data provided by you. If you fail to provide the necessary information prior to your departure, we may be unable to carry you to or through a country that requires the information and we reserve the right to cancel your reservation, without liability.
The liability of Thomas Cook Airlines Limited and of each carrier involved in your journey will be determined by its own Conditions of Carriage. Our liability provisions are as follows:
The rules applicable to our liability shall be as provided by:
Except in the case of an act or omission by us or our agents done with intent to cause damage or recklessly and with knowledge that Damage would probably result and you prove that our employees or agents responsible for the act or omission were acting within the scope of their employment, our liability in the case of Damage or delay to Checked or Unchecked Baggage shall be limited to 1,131 SDRs per Passenger unless you make a special declaration at check-in and pay any requisite fee, in which event our liability shall be limited to the higher declared value, provided that if in accordance with applicable laws different limits of liability are applicable, such different limits shall apply.
Any right to Damages shall be extinguished if an action is not brought within two years of the date of arrival at destination, or the date on which the aircraft was scheduled to arrive, or the date on which the carriage stopped. The method of calculating the period of limitation shall be determined by the law of the court where the case is heard.
None of our Authorised Agents, servants, employees or representatives has authority to alter, modify or waive any provision of these conditions of carriage.
Thomas Cook Airlines intends to ensure that your air travel experience will encompass, to the best of our abilities, the most comprehensive customer service possible. We have outlined our responsibilities and how we will fulfill them in 11-key points, known as our Thomas Cook Airline Customer Commitment.Note: The Thomas Cook Airline Customer Commitment applies to a continuous Thomas Cook Airline flight journey in the same aircraft or with one flight number that begins or ends at a U.S. airport.
Thomas Cook Airline explicitly declares that fares offered via www.flythomascook.com, may be lower than those offered via telephone reservations or for sale at the Thomas Cook Airline airport ticket counter.
Thomas Cook Airline will provide full and timely information on the status of known delays, cancellations and diversions. Therefore Thomas Cook Airline provides real-time flight status information notification:
It is our intention to deliver your baggage on time. However, in the event that this does not occur, we will strive to return your delayed baggage within 24 hours by making every reasonable effort. Notify a "lost and found" employee at the airport upon arrival if you cannot locate your baggage in order to complete a Property Irregularity Report (PIR).
General information about refund policies of Thomas Cook Airline tickets and tariffs are provided
Individual information about your Thomas Cook Airline tickets and booked fares are provided
Thomas Cook Airline strives to provide the highest level of service standards. As part of this goal, even in the event of the purchase of a non-refundable ticket, Thomas Cook Airline will give you time to reconsider your flight purchase. Only for travel from/to the United States, you may cancel and refund your ticket within 24 hours after purchase, i.e. if purchased at 2 p.m on Monday, it may be cancelled until 2 p.m. on Tuesday. If your reservation is made one week or less prior to its flight departure, a cancellation within 24 hours or later after purchase is still possible considering the conditions of cancellation/refund of your ticket.
Thomas Cook Airline will issue prompt refunds for eligible international tickets within 20 business days when original payment was made by check or within 7 business days when original payment was cash or by credit card of receipt of the required information. Please note:
For questions on how to apply for a refund or check status on a refund request please email to firstname.lastname@example.com.
Thomas Cook Airline offers customers with a disability and passengers with restricted mobility, a high level of support at the relevant airports and during flights, including:
Please refer to the following link, if you wish to learn more about barrier free travel on Thomas Cook Airline: www.condor.com/us/flight-info/travel-preparation/barrier-free-travel.jsp.
We do not release unaccompanied minors (UM) to anyone other than the person you have designated. For further information for parents wishing to let their child travel without being accompanied by an adult, please contactUSA & Canada1-866-960-7915**free of charge**For hearing and speech impaired customers please dial 711 or use the toll free number for the voice relay in your state.From all other countries+49 (0) 180 5 7072020.14 €/Minute**when calling from a German land line. Rates, when calling from a mobile phone, will vary depending on the provider.
In the unlikely event of a long delay while you are on board an aircraft that is on the tarmac, Thomas Cook Airline will cater to your essential needs. We will provide full and timely information regarding the status of the flight, services mitigating the hardships of passengers during such a delay such as a snack service, potable water, operable lavatory facilities and access to medical treatment, if safety and security conditions allow.
For more information, please follow this link Contingency Plan for Lengthy Tarmac Delays at U.S. Airports
In the unlikely event of an oversold situation, our policies and procedures for treating you in a fair and consistent way include:
Thomas Cook Airline will provide you with complete information about policies and procedures that affect your travel, including:
Thomas Cook Airline participates in the Lufthansa "Miles and More" program. Miles cannot be cashed and/or converted via Thomas Cook Airline booking facilities such as www.flythomascook.com or Thomas Cook Airline phone hotline.
We will acknowledge receipt of written customer complaints within 30 days of their receipt and we will send a substantive response within 60 days of receiving the complaint. For information about filing a complaint, check information on www.flythomascook.com - contact -.
Reflecting on this service plan and its 11-key points, Thomas Cook Airline ensures excellent quality and a dedicated commitment to customer service. In case of complaints please take notice of the following options:
Thomas Cook Airlines UKLuggage Loss Adjusters2-4 College RoadArdingleyHaywards HeathWest SussexRH17 6TTFor any updates on missing baggage (once it has been reported) +44 161 850 0136.
Department of Transportation contact information
U.S. Dept. of TransportationAviation Consumer Protection Division, C-751200 New Jersey Ave., S.E.Washington, D.C. 20590http://airconsumer.dot.gov
* For hearing and speech impaired customers please dial 711 or use the toll free number for the voice relay in your state.
The pre-bookable flight services shown on this site are subject to the following terms and conditions. These conditions apply, along with the Conditions of Carriage of Thomas Cook Airlines Ltd ("Thomas Cook Airlines").
Some of these services can be booked and paid for through your tour operator or travel agent, or can be booked and paid for directly with us. In all cases the purchase of any services will update your booking with your travel provider. All services are subject to availability. If any details are incorrect on your purchase confirmation or have changed since you made your order with us, including a name change or a date change, you must contact us to correct the errors.
Confirmation of your purchase should be carried with you on your flight as you may be asked to present it at check-in or to the cabin crew. Please note that airline tickets and/or tour operators' invoices will not show any pre-booked seat numbers, meals, extra luggage allowances, etc, if these are booked directly with Thomas Cook Airlines, on the website or over the phone.
Where we refer to Pre-Bookable Flight Services in these conditions, the services include the following. Please note important information about each service type:
Extra Leg Room Seats - customers occupying these seats must be at least 16 years old and warrant that they are physically fit and fully mobile, not suffer from any neck, back or leg problems, must not be pregnant or require an extension seatbelt. They must be willing and able to assist the cabin crew in the event of an emergency and comply with the Thomas Cook Airlines Conditions of Carriage and any requirements of the Civil Aviation Authority. The final decision regarding the suitability of the customer to occupy the seat with additional legroom rests with the check-in staff and the operating crew on the day of the flight, and maybe withdrawn at any time if the individual does not appear, in their opinion, to fulfil the above criteria.
Choose Your Seat - this service allows you to request your seat numbers. Depending on whether you book your flight through us or another tour operator or travel agent will determine how far in advance you can select a seat number. In all cases there are restrictions on how far in advance of departure you can select your seat number as access to the seat selection service will close in advance of the departure date. For specific information on cut off times for making your selection, please visit the 'Help' section of this Flythomascook.com website regularly for details or check with your tour operator. Occasionally seat numbers cannot be provided as selected by you - please see the sections numbered 3 and 4 below for more details.
Internet Check-In This allows you to check-in online and print your boarding card to enable you to head straight for the bag drop off desk at the departure airport. The service is only available on selected Thomas Cook Airlines flights from the UK and certain overseas airports. Internet check-in is only available to use during a specified time period before your departure date. Please check the 'Help' section of the Flythomascook.com website for more information. Once you have checked-in, it is not possible to make changes to your seat selections or other services you may have booked. If an amendment is made to your flight booking after you have checked-in online, you will be required to repeat the on-line check-in process.
Dietary Requirements - the Airline will try to provide for customers' dietary requirements, but cannot guarantee delivery of these services. They will endeavour to provide an alternative meal option wherever possible.
Sports Items & Golf Clubs - can be pre-booked and paid for carriage in the aircraft hold, subject to availability. You must ensure these are packed in a suitable travel bag. A weight restriction of 15kg (approximately 1/2 set of clubs) applies for each set of Golf Clubs and a weight restriction of 10kgs applies to Diving Equipment. For weight restrictions of other sports items, please check our website.
The Thomas Cook Airlines flying programme is subject to change. Occasionally it is necessary to reschedule flights, change aircraft types or even cancel flights on which you have pre-booked flight services with us.
If the Airline changes your flight (includin a change of aircraft type which may not be obvious to you from the booking information we provide, or a change of flight number, or if we change your booking in some other way which results in us giving you a new booking reference number), wherever possible, you will be invited to re-select your seat choices on our website, subject to availability. If your preferred choices are not available, please ask us about a refund.
If your flight is cancelled and you do not accept an alternative flight offered, or your flight is changed from Thomas Cook Airlines to another carrier, you will be entitled to a refund of any services you have booked. If you paid for the services through your tour operator or travel agent, you should automatically receive a refund, subject to their terms and conditions. If you paid for the services directly with Thomas Cook Airlines, you should contact us and request a refund which we will aim to process for you within 28 days. (See the 'Contact Us' section for more information).
In the event you are advised at check-in or onboard the aircraft of a change or withdrawal of a service, or part of a service you have paid for, you will be entitled to a refund. However, please note that when assessing any claim for a refund, the Airline will take into account the following:
Depending on the above factors, any refund the Airline may pay will be calculated as a proportion of the price you have paid for the service. Please see the section 'Contact Flythomascook.com' below for details on how to apply for a refund.
If pre-paid extra luggage allowance has been purchased and this allowance is exceeded, the additional excess will be payable at the standard check-in rate. If pre-paid extra luggage has been purchased and not used, no refund will be given.
If your tour operator has included priority check-in at the airport as part of your holiday package, or you have paid extra for this service, you are invited to use the Airline's dedicated priority check-in desk at Gatwick or Manchester. Occasionally the dedicated desk may be changed or withdrawn at short notice due to operational reasons.
If you make a change to your flight arrangements an administrative fee may be applicable to change any services you have booked to coincide with your flight. This will be notified to you when making the change with Flythomascook.com.
If you do change your flight arrangements, please remember to follow the procedures listed below:-
If you elect to cancel your holiday/flight and therefore do not use the pre-booked services you have paid for, the following cancellation charges apply, depending upon how the service was booked:
If you need to contact us about pre-bookable flight services, the following information will help you.
Booking Services - If you would prefer to contact a member of our team to book any services, you can e-mail us on firstname.lastname@example.com, or call 0844 855 0515. Calls cost 5.2p per minute from a BT landline (other networks may vary). Please note, a telephone booking/e-mail booking fee of £10 will apply if this service was available to book online.
Refunds Before You Travel - if you are eligible for a refund, subject to the terms and conditions detailed above, please e-mail us at firstname.lastname@example.com with your booking reference and the reason for your request for a refund and we will aim to respond in 28 days.
Refunds After Travel (Thomas Cook Tour Operations customers, including Sunset, Manos, Airtours, Direct Holidays, Neilson and Club 18-30) - To apply for a refund, please request a Customer Recovery Card from the airport ticket collection desk or cabin crew and give this to your overseas representative. They will consider a refund or part refund according to our refund guidelines. Alternatively, please contact our Customer Relations team at www.thomascook.com/customer-relations providing us with your boarding card, and a copy of your purchase confirmation showing your booked flight seats - failure to provide these documents may prevent a refund being issued.
Refunds After Travel (all other passengers) - please contact the Customer Relations team at www.thomascook.com/customer-relations providing them with a copy of your boarding card, and a copy of your purchase confirmation showing your booked flight seats and they will assess your claim for a refund and aim to respond within 28 days. Alternatively, you can contact them by post at:
For security reasons the US, most EU States, and other countries now require airlines to provide details about their passengers before they travel. This is known as Advanced Passenger Information (API). API is designed to enhance border security by providing Border Control Agencies with pre-arrival and departure manifest data on all passengers.
The Advanced Passenger Information Thomas Cook Airlines collects from you includes your passport details and for customers travelling to the USA, the 1st nights address in the USA. It is important that the information provided is accurate so you pass through check-in at your departure airport and Immigration on arrival in the USA without delay.
Thomas Cook Airlines strongly recommends that you provide the Advanced Passenger Information no later than 7 days before departure. (If you have booked within 7 days of departure your details will be collected at check-in).
All information provided by you, or on your behalf by a designated third party, must be true and correct. Thomas Cook Airlines will not be responsible for any refunds or costs you incur if you are denied boarding due to your failure to provide Advanced Passenger Information on our website or the information you provide is inaccurate.
Accurate completion of the Advanced Passenger Information (along with satisfying all other entry requirements such as holding any required visa and valid passport) establishes that you are eligible to travel, but does not establish that you are admissible at the port of entry at your destination. Upon arrival at your destination, you will be inspected by a Customs and Border Protection officer at a port of entry who may determine that you are inadmissible for any reason under the laws of the country you are visiting.
All bikes must be presented for check-in with the front wheel removed, the handlebars turned in line with the frame, the pedals either removed or turned inwards. Bikes should be packed in a cardboard box or have some protection against being damaged or damaging other baggage. We recommend that passengers have insurance cover for the replacement value of all sports equipment.
All canoes must be packed securely to provide protection from being damaged. We recommend that passengers have insurance cover for the replacement value of all sports equipment.
Scuba Equipment
10kg of scuba diving equipment can be carried, if this is exceeded excess baggage charges apply. Air cylinders must be emptied and valves set to open. The regulator may remain attached; however, it is recommended that this be removed before travelling. All diving equipment must be packed securely to provide protection from being damaged. We recommend that passengers have insurance cover for the replacement value of all sports equipment.
All surfboards must be packed securely to provide protection from being damaged. We recommend that passengers have insurance cover for the replacement value of all sports equipment.
Golf Clubs
All golf clubs must be packed securely to provide protection from being damaged. We recommend that passengers have insurance cover for the replacement value of all sports equipment.
Hand Gliders
All hang gliders must be packed securely to provide protection from being damaged. Maximum length of 12ft (144 inches) or 3.65metres.We recommend that passengers have insurance cover for the replacement value of all sports equipment.
Kite Boards
All kite boards must be packed securely to provide protection from being damaged.We recommend that passengers have insurance cover for the replacement value of all sports equipment.
Wind Surf Boards
All windsurfs must be packed in their standard carrying bag and the mast must be securely attached. The fin must be removed and boards of a honeycomb construction must have the drain plug(s) removed. We recommend that passengers have insurance cover for the replacement value of all sports equipment.


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Dine with Us
One of downtown Jacksonville's most popular destinations, Café Nola @ MOCA offers a one-of-a-kind dining experience — serving upscale bistro fare in a relaxed setting.
Make your reservations today by calling 904-366-6911, ext. 231.
Cooking with Intuition: Craft Beer & Chefs' Bites
Thursday, March 27, 2014• 6-8 p.m.
Six local chefs prepare recipes from Cooking with Intuition paired with your favorite Intuition Ale Works craft beers. Buy your tickets here.
Served Monday – Friday 11:00 a.m. – 2:00 p.m.
Thursday Nights & First Wednesday Artwalks First seating at 5 p.m.
Lunch Menu
Our menu changes seasonally, but most of your favorites will always be available. Examples of Café Nola's Mediterranean style, Southern-Influenced dishes include:
Sample Menu Items
Jerk Chicken Wrap
Spicy jerk marinated chicken, coconut rice, spring mix, cool lime dressing & house made tortilla chips
Daily Flatbread
Changes Daily — Examples Include:
- Roasted Baby Vegetables & Brie with Fresh Basil
- Chicken, Sun Dried Tomato, Grilled Onion, Mozzarella & Rosemary
- Flat Iron Steak, Caramelized Onions & Point Reyes Blue Cheese
Dinner Menu
Enjoy Café Nola favorites:
- Shrimp & Grits
- Pasta Du Jour
- Black Truffle Chicken Mac & Cheese
- Spring Lobster Gnocchi
- Plus nightly specials
- Enjoy beer, wine or a cocktail with your dinner from our full bar
Open for Art Walk
The first Wednesday of the month, Café Nola is open for the enjoyment of Art Walk patrons at 5 p.m.
Sunday Brunch
Café Nola offers a number of special brunches during the year. Please check the website periodically for more more details.
Follow Café Nola on Social Media!
Get updates on daily specials and other insider information when you follow @CafeNola.
Seasonal Recipe from Café Nola
Whip up this tasty cobbler at home, courtesy of Chef Kathy Collins!
Cran-Apple Cobbler
- 2 ½ cups of large diced apples (golden delicious or honeycrisp work best)
- ½ cup frozen cranberries, thawed
- ¾ cup sugar
- ¾ cup all-purpose flour
- 2 teaspoons baking powder
- 1 cup sugar
- ¼ teaspoon salt
- ¾ cup whole milk
- 1 stick unsalted butter
- 1 cup very cold heavy whipping cream
- 2 Tablespoons powdered sugar
- Zest of one orange
1. Preheat oven to 350 degrees
2. Mix diced apples and cranberries with ¾ cup sugar in large bowl, set aside
3. Wisk together flour, baking powder, sugar, salt & milk in large bowl
4. Divide butter between 6- 6ounce individual crocks
5. Place crocks in the oven to melt the butter – this is important. The crocks must be hot and have the butter melted in them when you pour in the batter
6. Divide batter between hot crocks that have melted butter in them. Do not stir.
7. Divide fruit between crocks. Do not stir.
8. Bake until golden brown
9. While cobblers are baking – make whipped cream – add powdered sugar to cold whipping cream in a cold bowl. Wisk until soft peaks form. Add orange zest and wisk a couple more times to incorporate
10. Garnish with orange whipped cream immediately before serving
Holiday Catering & Special Occasions
Host a no-fuss holiday party with Café Nola! Get out of the kitchen and delight your guests with original fare by Chef Kathy Collins. Give us a call at 366 – 6911, ext. 231 to chat about how we can make your festive gathering both tasty and easy. We can cook on-site at your location, or you can host your event at MOCA in historic downtown Jacksonville!
Café Nola To Go
Café Nola is a well-established destination for lunch in downtown Jacksonville and now its fresh upscale bistro fare can be delivered directly to your office. Cafe Nola offers the best in business and corporate catering. We'll have your lunches prepared fresh, to your specifications, and delivered on time to your door. Perfect for:
- Pharmaceutical Rep Lunches
- Law Firm Meetings
- Department Meetings
- Corporate Company Meetings
- Client Meetings
- Board Meetings
The State of Florida Division of Hotels & Restaurants requires us to remind you that consuming raw or undercooked meats, poultry, seafood or eggs may increase your risk of food borne illness, especially if you have certain medical conditions.
Chef Kathy Collins
Chef Collins is originally from Chicago, Illinois where she graduated from the prestigious Le Cordon Bleu (CHIC). Chef Collins has been a personal chef both in Chicago and Jacksonville. Locally, Chef Collins was the Sous Chef at Pastiche in Jacksonville's historic "Avondale" and had served as the Head Chef at Café Nola from June 2005 until November 2006 (for operators Pam and Bruce Pollett). To complement the Museum of Contemporary Art Jacksonville, Chef Collins showcases seasonal cooking with an emphasis on locally grown and produced foods. She particularly is drawn to the bountiful supply of seafood available on the First Coast. Her Mediterranean style, Southern influenced dishes will bring a fresh and innovative approach to the typical southern palette. Local rock shrimp, the freshest available fish, Maple Leaf Farms duck, local breads, artisan cheeses, and fresh greens will be the staple. Be sure to try Chef Collins' favorite dishes — Fresh made soups, Shrimp & Grits and Asparagus Goat Cheese Salad.

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DINWIDDIE - Jacory Fitzgerald is ready to take a bite out of the Big Apple.
Fitzgerald, a 6-foot-1, 245-pound defensive lineman, committed to continue his football career at Pace (N.Y.) University during an official visit to the school Saturday.
He recorded 23 tackles for a Dinwiddie High School team that finished 7-4 and advanced into the VHSL Group AAA Division 5 Central Region playoffs in 2012.
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Fitzgerald helped lead Dinwiddie to a 6-1 record in Central District play as senior - earning second-team all-Central Region honors in the process.
The Generals rode a five-game win streak into the postseason.
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Now's the time to mark your calendar with upcoming KOACH events
A how-to guide for the Jewish college student
Published in Koach on Campus, Fall 2000
As we enter into the holiday season, we wish each other a "Shanah Tovah U'metukah" (a good sweet year.)
This New Year, the memories of my summer in Israel leave a sweet taste in my mouth. This summer I studied at the Conservative Yeshiva in Jerusalem. I hope to carry into the New Year the sweetness of the summer that still lingers with me.
Learning at the Yeshiva was a wonderful experience. Because the summer program was small we were able to create a real learning community. We had two classes, one in Mishnah (a part of the Talmud) and one on Parshat HaShavuah (the weekly Torah portion).
We studied in hevruta, groups of two or three students, for an hour and a half and then we had a shiur, a class, for another hour and a half. What is wonderful about the structure is that we all had a chance to struggle with the material and figure it out in small groups before coming together as an entire class.
The rabbis who taught us were very knowledgeable. The shiur was always fascinating because the rabbis would add depth to what we had figured out in chevruta. The shiur also gave us a chance to talk about our opinions and compare them with the other students.
Studying in the Beit Midrash and hearing the noise generated by all of the different groups arguing about the meaning of a sentence in the Mishnah is such an amazing experience.
The thrill of figuring out a difficult sentence, or the excitement of finding connections between the weekly parshah and a story somewhere else in Tanakh is truly wonderful. What was even better about studying at the Yeshiva is that everyone there was excited and interested in the learning. We were learning simply for the sake of learning.
All in all, it was a wonderful environment. I am really looking forward to going back and studying for a full year at the Yeshiva. The morning liturgy says "V'ha-arev na…et divrei toratekha b'finu…," "May the words of Torah be sweet in our mouths." The sweetness of this summer is the perfect way to start the New Year. Shanah Tovah
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