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Price match guarantee
At Thomas Cook we do our best to ensure that we are providing you with the best price every time, however, as we are checking millions of prices, instances may occur where you can find a cheaper price with another provider. If this does happen, we would like to be aware. If you book with us and within 24 hours of receipt of a booking confirmation find your holiday on sale, and available to book at a lower price on a UK based Online Travel Agent comparable website as described below, we would be happy to reduce the price of your holiday or refund the difference to you! This is subject to terms and conditions below.
How to make a claim?
Send an email to pricematch@thomascook.com within 24 hours of receipt of a booking confirmation, with the following information:
1. Your Thomas Cook booking reference number (you will find this in your booking confirmation email) and contact details (full name and telephone number).
2. Details of the cheaper quote you would like us to match (where you were provided with the cheaper flight + hotel booking, together with the relevant details listed below for us to verify your quote). Please supply a screenshot of the cheapest quote using your desktop, tablet or mobile device.
3. Confirmation e-mail from us confirming your booking;
(We will review the details and use our best endeavours to get back to you with an answer within seven working days)
Once we have processed your claim, please allow at least 14 days for a reduction in the price of your holiday or where payment has already been made in full a refund credited to the same card used to make the original booking.
Terms and conditions
Our Price Match Guarantee applies to flight and hotel bookings, that are available to book and can be accurately priced on a competitor’s website by us and have the following identical criteria:
• Party size, including the number and category of passengers (i.e. adults, children and infants);
• Departure date;
• Duration;
• Flight (including airline, flight time, flight number, in-flight extras, class of ticket, departure airport and arrival airport);
• Booking extras (including transfers and excursions);
• Hotel (including room type, rooming block where applicable, number of rooms and board basis);
• Cancellation and date changes terms (non-refundable vs refundable room type).
Your Price Match Guarantee request in the prescribed form must be submitted within 24 hours of receipt of a booking confirmation. Additional information may be requested from you, and must be provided in a timely manner. If you would like to talk to us prior to confirming your booking, please get in touch with us over Live Chat or call us on 020 8016 3295.
The lead name on the booking must make the claim.
Thomas Cook is proud to be an Online Travel Agent. We cannot price match against tour operator or equivalent package holidays (including where only one price is shown for flight and hotel) and therefore the Price Match Guarantee will not apply in these instances. The booking you are asking us to Price Match must be from a registered ABTA Member and/or ATOL holder's website, available to book online and must be quoted in GBP (£) and inclusive of all fees, including any handling charges, booking fees, credit card fees etc.
The booking must be available to the public and cannot include in its price any money off coupons, corporate discounts, promotional vouchers or offers or bulk-buy discounts or similar. The Price Match Guarantee shall not apply for flight only or hotel only bookings and can only be applied once per booking.
We reserve the right to modify or discontinue the Price Match Guarantee or restrict its availability to any person at any time for any or no reason and without prior notice or liability to you.
24 hours claim period
Prices may fluctuate minute by minute, and costs may go up or down in the future, but when you book with Thomas Cook you are guaranteed the price confirmed by us at the time of booking. Some of our hotel and airline suppliers may change their prices closer to departure or during sale periods, but we will have already paid the original price for you, therefore we can only offer our Price Match Guarantee for 24 hours after your booking has been confirmed.
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