The pre-booked 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").

1. Booking of Services

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.   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.

2. The Services

Where we refer to Pre-Booked 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 Airlines Conditions of Carriage and any requirements by the Civil Aviation Authority. The final decision regarding the suitability of the customer to occupy the seat with additional legroom resides with the check-in staff and the operating crew on the day of the flight, and maybe withdrawn at any time if the individual does not appear, in their opinion, to fulfil the above criteria.

Seats Together – We aim to seat passengers beside each other but please note that allocation of seats across the aisle or directly behind one another is deemed to constitute provision of seats together.

Choose Your Seat (and Your Seat Your Choice) – this service may comprise of allocation of seats together, internet check-in from the UK, and allows you to request your seat numbers.  Which company you book your seat numbers through will determine how far in advance you can select a seat number.  If you book the Choose Your Seat service through a tour operator, you will not be able to select your seat number outside of 3 months before your departure date, or within 72 hours of making a booking.  Further information is contained on our website.  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 outbound flights from the UK to most destinations (some destinations are excluded, please see our website for latest information).  Internet check-in is only available to use between 7 and 4 days before your departure date.

Dietary Requirements – we will try to provide for customers' dietary requirements, but cannot guarantee delivery of these services.  We 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.  You must ensure these are packed in a suitable travel bag.  A weight restriction of 15kg (approximately ½ 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.

3. Changes Made By Us To Pre-Booked Flight Services Before You Travel

Our 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 we change your flight (including a change of aircraft type which may not be obvious to you from the booking information we provide, or a change of flight number), wherever possible, any seats together, seat numbers or extra legroom seats you have booked will be transferred to the new flight and re-confirmed in accordance with your original booking requirements.  However, occasionally we will not be able to confirm the same seat numbers and we will request seat numbers as close as possible to those originally selected.  We will aim to seat your party together in the first instance, then if possible in your choice of window seat, middle seat or aisle seat - please note however there could be a number of rows difference.   If we are able to allocate you alternative seats in accordance with this criteria, we will not usually consider refunds of this service.  If we cannot allocate you an extra legroom seat which you have paid for, you will be able to request a refund from us.

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).

4. Changes Made By Us To Pre-Booked Flight Services On The Day Of Travel

Occasionally we have to make changes to our aircraft or use alternative air carriers on the day of departure that can result in withdrawal or changes to pre-booked flight services.

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, we will take into account the following:

a. The price you have paid for the service;

b. Whether or not you have received some benefit from the service (such as seats together but not your chosen seat numbers);

c. Whether we have allocated you seats in the same position (e.g. in your choice of window, middle, aisle seats);

d. If we have allocated you seats in a row within a reasonable distance of your original selection.

e. Whether the service was not provided for each part of your journey or just the outbound or inbound flight.

Depending on the above factors, any refund we pay may be calculated as a proportion of the price you have paid for the service.  Please see the section ‘Contact Us’ below for details on how to apply for a refund.

5. Luggage Allowance & Charges

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.

6. Separate Check-In

A separate check-in is deemed to constitute priority/premium check-in at Gatwick, bag drop/premium at Manchester.

7.  If You Change Your Flight

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 Thomas Cook Airlines.

If you do change your flight arrangements, please remember to follow the procedures listed below:-

a) For any pre-booked services i.e. extra leg room seats, champagne, toys, etc., please contact us immediately, as your reservation will not be transferred to your new flight automatically.  Please e-mail your old and new details to airlinepre@thomascook.com

b) If you have paid for “Choose Your Seat/Your Seat Your Choice”, and your amendment does not involve a change to your tour operators booking reference, then we will reseat you on your new flight in line with the criteria described in section 3 of these terms and conditions.

c) If you have paid for “Choose Your Seat/Your Seat Your Choice”, and you have a different tour operators booking reference following an amendment, then please e-mail your old and new details to airlinepre@thomascook.com.  We will reserve your seats on your new flight, in line the criteria described in section 3 of these terms and condition

8. If You Cancel Your Flight

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 booked a service through a tour operator or travel agent, their terms and conditions will apply which you should refer to.

If you booked a service directly with us a 100% cancellation charge applies regardless of the period of notification.

9. Contact Us

If you need to contact us about your pre-booked 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 tchdpretraveladmin@thomascook.com, or call 0844 855 0515. Calls cost 5p 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 airlinepre@thomascook.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 on www.thomascook.com/customer-relations providing us with your boarding card, and a copy of your purchase confirmation showing your booked flight seats.

Refunds After Travel (all other passengers)  - please contact our Customer Relations team on www.thomascook.com/customer-relations providing us with your boarding card, and a copy of your purchase confirmation showing your booked flight seats and we will assess your claim for a refund and aim to respond within 28 days.

By Post:

You can write to us at:

Customer Relations,

Thomas Cook Airlines,

2-4 Godwin Street,

Bradford,

BD1 2ST

Calls may be recorded for training purposes.