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Knowledge base
Frequently asked questions
Airline Check-in
17
Can I check-in at the airport?
Do I need to check-in online for my flight?
How do I check-in for my Aer Lingus flight?
How do I check-in for my British Airways flight?
How do I check-in for my Corendon flight?
View all 17
Airline Flight Extras
21
Are in-flight meals included?
Can I remove my baggage after I have booked?
Can I remove or change my pre booked seats after I have booked?
Have I pre booked my seat?
How do I add baggage and pre book seats with Aer Lingus?
View all 21
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
10
Can I add on a special request?
Can I get help finding the right holiday?
Can I make a group booking?
FTI insolvency / YouTravel hotel cancellations
How can I get a copy of my documents?
View all 10
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
4
How can I chase a response to my complaint?
How do I make a complaint when I'm back from my holiday?
I want to claim for a flight delay
I'm not happy with the outcome of my complaint?
Contacting us
5
How can I "Chat" with you?
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
10
An airline has suggested that my booking with Thomas Cook is unauthorised?
How do I add my passport details to my booking?
How do I get assistance for my flight?
I can't view my Ryanair booking on their website?
I want to claim for a flight delay
View all 10
Financial protection
2
How and when do I get my ATOL certificate?
Is my holiday financially protected?
General queries
9
An airline has suggested that my booking with Thomas Cook is unauthorised?
Can I book a holiday without a valid passport?
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?
View all 9
Insurance
15
Can I add travel insurance to my holiday?
Do I need travel insurance?
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?
View all 15
Manage My Booking
2
How do I manage my booking?
I can't find my booking reference?
My Account
10
How can I create a wishlist in My Account?
How can I share my wishlist in My Account?
How do I add my booking to My Account?
How do I create an account for My Account?
How do I get my tickets?
View all 10
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
14
Are my card payments secure?
Can I change the date of my payment?
Can I pay by bank transfer?
Can I pay for my holiday in monthly instalments?
Can I use my Thomas Cook holiday voucher to pay for my holiday?
View all 14
Price match
2
How do I qualify for the Price Match Guarantee criteria?
What is your Price Match Guarantee?
Ryanair
6
Can I change my unique email address with Ryanair?
Do I need a password to verify my Ryanair booking?
Help claiming a refund from Ryanair?
How do I check in for my Ryanair flight?
Where can I find my unique email address for Ryanair?
View all 6
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
11
Are transfers included in my holiday?
How can I add or remove a transfer on my booking?
How do I find my return pick up time?
How do I locate my transfer?
What is a private premium car transfer?
View all 11
Travel Money
2
Can I buy travel money with Thomas Cook?
I need help with my Forex Thomas Cook India card?
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?
View all 6
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?
View all 6
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?
View all 14
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