Frequently Asked Questions
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My tickets have not arrived yet. Can you let me know if they have been sent?
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What is the baggage allowance for my flight?
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What are your opening hours?
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What time can I check in for my flight?
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I need to make payment for my holiday booked online or over the phone.
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I am taking my own skis/snowboard/boots. How much does this cost & what is the weight allowance?
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Can I fly if I’m pregnant?
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What does ‘Ticket on Departure’ mean?
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As well as my ticket what other travel documents will I need to take with me?
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I’ve received my air tickets but I don’t have accommodation vouchers
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I’ve lost my confirmation invoice. Can you send me another one?
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I want to add extras to my ski booking. When is the last date i can book them?
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What is the price for ski school, lift pass or equipment hire?
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Which terminal do I fly from?
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I’ve just received my invoice or tickets and my name is incorrect
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Does the baggage allowance of 20kg per person have to include the weight of boot bags as well as suitcases?
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I made a group booking and now have all the names. What is the best way for me to give them to you?
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How do I cancel or amend an existing booking?
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Can I book a holiday if I am 16 or 17 years of age?
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When do I need to pay the final balance of my holiday?
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What do I do if I have a problem with my online booking?
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What are the visa requirements for the country I am travelling to?
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Where can I find information on health requirements such as vaccinations?
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Where can I find general travel health Information?
Your tickets should be automatically printed & processed approximately 3 weeks before your departure date but may arrive a little later during exceptionally busy periods. As a rule of thumb, you should not receive your tickets any later than 2 weeks prior to departure.
We show the status of our ticket processing on our Already Booked page, which we regularly update.
Baggage allowance is different depending on which airline you are traveling on. Please see the following examples, but remember these allowances are exclusive of your hand luggage which is limited simply to a number of pieces depending on your airport of departure.
- Air Canada ( AC ) 2 x 23kg (must be 2 separate pieces)
- Astraeus (AEU ) 1 x 20kg
- British Airways ( BA ) 1 x 20kg for our charter flights
- British Midland ( BD ) 1 x 20kg
- Croatian Airlines (OU) 1 x 20kg
- First Choice Airways ( FCA) 1 x 20kg
- Monarch Airlines (MOA ) 1 x 20kg
- MyTravel Airways (MYT ) 1 x 20kg
- Olympic Airlines (OA ) 1 x 23kg
- Scandinavian Airlines - SAS ( SK) 1 x 20kg
- Tarom Airlines ( RO) 1 x 20kg
- Thomas Cook Airline ( TCX ) 1 x 20kg
- Zoom Airways (OOM ) 1 x 20kg
To make bookings or check availability for a holiday:
Monday to Thursday: 8am - 8pm (January: 8am - 9pm)
Friday: 8am - 8pm
Saturday: 9am - 5pm
Sunday: 10am - 4pm
Tel: 0845 070 3460
Fax: 0870 909 9089
For invoice queries, ticketing enquiries or to make changes to an existing booking:
Monday to Friday: 9am - 5.30pm
Tel: 0845 070 3460
Fax: 0870 909 9089
Customer Services Department:
Monday to Friday: 9am - 5.30pm
Tel: 0870 333 3327
We strongly advise that you plan your journey to the airport so that you arrive three hours prior to the scheduled departure time.
Airline check-in desks open three hours prior to departure at UK airports and between two and two and a half hours before departure at overseas airports.
If you arrive late or after the check-in staff have closed the flight, they may not accept you for travel and could cancel your reservation. If this happens, additional travel costs will be at your expense and no refunds will be given.
When you arrive at the airport check-in desk, be ready to show your tickets*, passport and baggage. If you have an E-Ticket, please take your E-Ticket Travel Itinerary, as you may be asked for this at check-in.
Make sure in advance that your baggage meets weight and size requirements. If you're travelling in a group, make sure all members of your party are present at the desk at the time of check-in.
After check-in, you can move to the departure lounge where you'll find further flight information including your departure gate number.
Please note that no call will be made for your flight so make sure you are at the departure gate at least 45 minutes before departure time.
If you simply wish to pay the balance of your holiday booked directly through Neilson or on www.neilson.co.uk and have no other queries with it, then you can call Thomas Cook Accounts on 01733 412880. Alternatively, if you have a query about your balance or any other questions related to your booking then it’s probably best you call us on 0845 070 3460 and make the selection for an existing booking.
Carriage of extra ski equipment is strictly limited on charter flights.
You can pre-book extra allowance for your ski/snowboard which will be charged at £15 for each pair of skis or each snowboard up to 7 days before departure giving you an extra weight allowance of 10kg per £15 charge paid. For boots, these will form part of your normal luggage allowance or the combined allowance of you have paid the extra £15 for ski carriage.
If you do not purchase ski carriage as above then you will need to purchase vouchers costing £20 from Neilson UK airport representatives, subject to space being available on their flight.
For Scheduled flights (Air Canada & Zoom Airlines), carriage of skis and snowboards is included in your baggage allowance. However we do ask that you let us know if you are planning on taking them so we can advise the airline in advance.
Regulations vary from airline to airline, but some will refuse to carry women who will be 28 weeks or more pregnant on the date of return travel. If you are in any doubt we advise that you check with the airline directly and in any case it is recommended that you consult with your own doctor prior to booking where possible.
This means you pick up your tickets at the airport prior to check in on the day of departure. It’s the procedure we use for late bookings, or if we are unable to get your tickets to you before you travel. This process is arranged automatically when booking 14 days or less prior to the departure date.
If your booking includes Tickets on Departure you will need to go to the Thomas Cook Ticket Desk at your designated airport prior to check–in, quote your booking reference and provide your passport for identification.
The Thomas Cook ticket desks are open approximately 3 hours before departure of each flight.
In Gatwick Airport South Terminal the Thomas Cook ticket desk is located in Zone E. For the North Terminal there is a Thomas Cook information desk where you can collect your tickets.
At Manchester Airport, there are ticket desks in Terminals 1 & 2 and you should collect your tickets in the terminal you are flying from.
You will need to take a current passport and, if your destination country requires one, a visa. You will also need your most recent booking confirmation/invoice as well as your travel insurance details.
(Please note it takes approximately 12 weeks to obtain a full British passport, although at certain times this may be longer.)
Requirements may change for travel to your destination so always check the current situation in good time before departure.
For the latest passport, visa and health requirements applicable to British Citizens, you’re advised to check the Foreign and Commonwealth Office and Passport Office website.
We don’t issue accommodation vouchers. Your holiday invoice confirmation will show what accommodation has been booked for you and for more information we advise that customers refer to our brochure or resort info pages on the website.
Of course! Please drop us an e-mail to admin@neilson.com with your booking reference (This should start with a D, R or S) and we will get one out to you shortly. Alternatively you can call us on 0845 070 3460.
To make your arrival in resort easier we recommend that you pre-book equipment, lift passes and tuition, especially on peak dates and in Bulgaria where prices locally can be very high. Pre-booking means all your items will be organised and reserved for you when you arrive in resort.
Unless pre-booked we cannot guarantee availability on peak dates (Dec & Feb).
Pre-booking can usually be made up to 7 days before travel for European destinations and 10 days for Canada. After this you must book ski pack items locally.
The price of ski extras varies between countries, resorts and when you book them but for a guideline, see the ‘Lift Pass, Tuition, Equipment’ link on each of our resort pages. For an accurate quote and to pre-book you will need to call us on 0845 070 3460.
| Airline |
Airline code |
Gatwick |
Manchester |
Heathrow |
| Air Canada |
AC |
|
|
3 |
| Astraeus |
AEU |
North |
2 |
| BMI |
BD |
|
|
1 |
| Croatia Airlines |
OU |
|
2 |
| First Choice Airways |
FCA |
North |
2 |
| Olympic Airways |
OA |
| Zoom |
OOM |
South |
2 |
2 |
| Monarch Airlines |
MON |
South |
1 |
| MyTravel |
MYT |
South |
1 |
| Tarom |
RO |
|
|
2 |
| SAS |
SK |
|
|
3 |
| Thomas Cook Airlines |
TCX |
South |
1 |
If you have booked through the Neilson website or directly over the phone please call us on 0845 070 3460 or e-mail us at admin@neilson.com. If you’re making any changes like this, we may have to make a small charge.
Your ski boot carriage is included in your normal baggage allowance which is different depending on which airline you fly with (See question 2). If you are concerned about going over your baggage allowance you can pre-book ski carriage which gives you an extra 10kg at a cost of £15.
If you have all or some of the names for your group booking please e-mail them along with your booking reference to admin@neilson.com where we will add them to your booking and reorder a new invoice for you. Alternatively you can call us on 0845 070 3460.
You can either call us on 0845 070 3460 or email us at admin@neilson.com making sure to quote all relevant booking references. We can only access bookings which have been made directly through us or our website. For any booking made through a travel agent you will need to speak to them.
Charges may apply to any changes you make.
You can find out more accurate information about these fees by looking at our Booking Conditions.
(Please note though that the applicable fees are those quoted in the brochure that was current at the time of booking).
You must be 18 or over on your departure date if you want to travel without an adult accompanying you. If you are 16 or 17 when a booking is made, we will only allow you to travel without an adult if your parent or legal guardian signed the booking form in front of the travel agent when you booked the holiday. A contract will exist between your parent or guardian and us. We may ask you to send us a photocopy of their passport showing their name and signature. We will not accept written permission from your parent or legal guardian unless we can check the signature. If you are under 16 on your departure date, you must be accompanied by an adult of 18 or over.
If you have booked directly with Neilson either by phone or on the website then your final balance will be due at the latest 56 days prior to departure.
(Bookings made through travel agents may vary so please check with them).
To make payment of your final balance you can call the Thomas Cook Accounts Team on 01733 812880 or alternatively call us on 0845 070 3460.
For payments using a credit card you will be charged 2.25%. Debit cards are free to use.
For any problems you encounter whilst making your booking online please contact us on 0845 070 3460. Please remember though that prices and choice may differ when making a booking over the telephone.
We would recommend you check with the embassy or high commission of the country you are visiting (Or their website where available).
The Foreign and Commonwealth Office website may also have visa information to help.
For the latest information on any possible vaccination requirements for your destination, please visit the Embassy website of your destination. We recommend you also check with your GP, as the health advice may be dependant on your medical history.
You may also find useful information in the Foreign and Commonwealth Office website.
The Department of Health offers information on how to stay healthy when travelling.