Your money is secured in a trust account
Unlike many other travel companies we operate on a trust account model. Once we’ve paid the airline for your flights, the rest of your money is held in a trust account. We do not have access to this directly and can only withdraw funds when you are back home from holiday
We're ATOL protected
All of our holidays that include flights are protected by the ATOL scheme from the moment you book. So if one of our suppliers fails, you’ll get your money back. If you’re left stranded abroad, a flight home will be arranged at no extra cost. Our ATOL number is 11806
We're ABTA registered
As proud ABTA members we deliver the highest standards when it comes to our holidays. So if you book with us you’re guaranteed the best service. Our ABTA number is P8283, Y6720.
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We’re an online travel agent but that doesn’t mean you have to work it all out on your own. We’re right here for you, just like a high street agent would be – and that includes helping you to book. Just tell us what you need and we’ll sort it.
If you have already booked your holiday and need assistance at the airport, get in touch with us via Chat and we will be able to share your needs with the airline.
If you need assistance within your resort or hotel, get in touch with us before you make your booking by completing our special assistance form. We'll be in touch to help you book the right holiday that meets your needs.
We're here to help you book.
Christmas opening hours:
Our On Holiday Support team will still be available 24 hours a day, 7 days a week. You can WhatsApp them on +447418364367 or call on +44 (0) 20 3846 6793
You can manage your booking by logging into Manage My Booking – you’ll need to create one if you haven’t already. It’s easy to set up and once you’re in you can:
• Find your holiday documents
• View your payment schedule
• Make any outstanding payments
You'll also find the answers to a lot of your questions on our holiday FAQs page. And if you need to amend or cancel your booking, we've included some useful info further down this page to help you out.
Need support with your existing booking? Get in touch on Chat or WhatsApp! Both are available 10am - 5pm, Monday - Saturday.
Our WhatsApp number is +447418364367. Save it in your phone and drop us a note, then leave it with us and get on with your day! We’ll get to your message within a couple of hours.
Just remember, we can’t receive calls via WhatsApp.
First up, speak to your hotel or airline if something isn't quite right or you have any queries while you’re away. Like us, our partners always want you to have a fantastic holiday – they want the opportunity to fix it. Plus, if you don’t tell them about it, they may reject any complaints you raise once you get home.
If for any reason your hotel or airline can’t help you, give our On Holiday Support team a shout! We’re your next port of call as your online travel agent and more than happy to do what we can to get your holiday back on track.
If you’re on holiday right now and need support, WhatsApp our On Holiday Support team 24/7 any day of the week:
Save it in your contacts to get started. But remember, we can’t take calls via WhatsApp, only chats.
You can also phone us 24/7 for any help you need during your holiday:
Remember, this number's only for On Holiday Support.
We hope you had a brilliant time! But if you do need to contact us for any reason once you’re back home, fill in our feedback form with as much detail as you can. Remember to add your email address so we can get back to you.
What happens next?
• We’ll let you know we’ve received your form within 48 hours.
• And we aim to respond in full within 28 days.
Sometimes it can take longer. That’s because we act as your travel agent so may need to contact our supplier on your behalf, which can take some time. Rest assured, though, that we’ll always try to keep you updated.
We're here to help with that! We'll do everything we can to make it as easy as possible to change your booking, whatever the reason – from sorting things out with your airline and hotel to getting your new plans in place.
There's some important information you need to know though, so please read the following before getting in touch with us.
Amendments – if you need to make changes to your travel plans, be aware that fees will apply in most cases. Making changes to your flights incurs a cost directly from the airline, which you will need to pay as part of the amendment process. Other fees may apply for any extras you have added to your booking and for changes to your hotel booking. Fees vary based on your departure date.
Cancellation fees – if you're looking to cancel your holiday, cancellation fees will apply. We can check what fees apply to your booking, just drop us a message!
Flights – most flights are non-refundable. This means you’ll probably still have to pay for your flights if you cancel, as this cost can’t be recovered. Plus, cancellation charges apply from the time you book. So, whether you made your booking with us 6 minutes ago, or 6 months ago, you’ll still need to cover the cost of your flights in full.
When you make a booking with us we check availability and book it directly with the airline and hotel supplier. To make sure we secure your booking, this happens very quickly.
Plus, we pay the airlines in full at the time of booking, regardless of whether you’re paying for the whole holiday in one go or via a deposit and instalments.
THOMAS COOK TOURISM (UK) COMPANY LIMITED
Registered address: Units 21-26 The Royal Exchange, London, EC3V 3LN
VAT: GB3399 39641
Company number: 1221 1539
ATOL number: 11806
ABTA numbers: P8283 & Y672
