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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?
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