Frequently Asked Questions
Here you can find answers to some of our frequently asked questions. If you can't find what you are looking for then feel free to contact us. Alternatively, you can check out our forums.
Tickets, documents, invoices & payment
My tickets have not arrived yet. Can you let me know if they have been sent?
Tickets should be automatically printed & processed approximately 3
weeks before departure date but may arrive a little later during
exceptionally busy periods. As a rule of thumb, we aim for tickets to
be received no later than 2 weeks prior to departure. If your tickets do not arrive within 3-4 days let us know by emailing admin@neilson.com and we
will set up a ticket on departure.
What does ‘Ticket on Departure’ mean?
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.
I need to make payment for my holiday booked online or over the phone.
You can access the
online balance payment system by clicking this link: https://neilson.thomascook.com/makeapayment/
Please note that payments made will usually take a couple of days to
appear on the system, so if you have booked in the last day or so, it
may not show that you have paid a deposit yet. But rest assured it will
show up if you try again in a couple of days.
To make payment by credit or debit card, please call our automated service on
0845 070 3460,
making sure that when you do, you have your eight digit booking
reference to hand. This service is available between the hours of
8.00am and 11.30pm seven days a week. Please note that a charge of
£4.95 per transaction is made when making credit card payments, however
this charge does not apply to debit cards.
We are also happy to
accept your payment if you would prefer to speak to a member of staff rather
than use our automated payment service.
To make a payment through our call centre staff, please call 0845 070
3460 making sure that when you do, you have your eight digit booking reference
to hand. However, please note, when making a payment with a member of staff,
there will be a charge of 2.5% up to £50 per transaction when paying by credit card. This service is available between the hours of 9.00am and 5.30pm.
As of 30th April 2010 we will no longer be able to accept payment by cheque or bacs.
For any other payment queries, please contact us at
admin@neilson.com.
When do I need to pay the final balance of my holiday?
If you have booked directly with Neilson either by phone or on the website then your final balance will be due at the latest
10 weeks prior to departure.
(Bookings made through travel agents may vary so please check with them).
For any other payment queries, please contact us at admin@neilson.com.
As well as my ticket what other travel documents will I need to take with me?
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.
What are the visa requirements for the country I am travelling to?
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.
There are now a number of very
important requirements for people visiting America to comply with.
USA – Entry Requirements Quick
Checklist for all passengers:
Please read in conjunction with the information below:
- You
must have a valid machine readable or biometric passport
- You
must be eligible for the Visa Waiver Programme or apply for a visa (visit: www.usembassy.org.uk)
Log
onto your airlines or tour operators website and complete your Advanced
Passenger Information This
requires your passport details and 1st nights address in the
US.
Log
onto the US official website ‘ESTA’ at https://esta.cbp.dhs.gov. Apply for authorisation to travel.
Passports
British passport holders travelling
to the USA (or via the USA) are required to have either individual
machine-readable passports or biometric passports. (If you need to
check your passport we recommend you contact the UK Passport Office)Families will
be required to obtain individual passports for each traveller including all
children.
Visa Waiver Programme (VWP)
If you have a machine readable or
Biometric passport you should be able to qualify for travel (of up to 90 days)
without a visa, under the Visa Waiver Programme (VWP). That is,
provided no one in your party has ever been arrested (even if not convicted),
or if suffering from a serious communicable disease (visit the US Embassy web site for details
of all restrictions).
For passengers holding a non-British Passport, or, if you are unsure whether
you qualify for travel under the VWP please consult the Identity & Passport Service or the US Embassy.
For travellers who qualify for travel under the VWP, important details on
obtaining travel authorisation are outlined below.
Electronic System for Travel Authorisation (ESTA)
Called
"Electronic System for Travel Authorisation", or ESTA for short, this
is a US Customs & Passport Control entry requirement and must therefore be
completed in order to visit the USA (or transit through the USA). US
Immigration may well refuse you entry at border control if you do not complete
the online form.
This ESTA system has been introduced in addition to the existing Visa Waiver
Programme.
The
system is web based only and requires all passengers (including infants)
travelling via or to the USA to apply for 'authority to travel' a minimum of 72
hours prior to travel. Effective from 12 January 2009, ESTA is
compulsory. You may be denied boarding or refused entry to the US if
you have not registered and obtained authorisation using ESTA. To
apply for this new travel authorisation, visit the official ESTA web site.
It is very important that you complete your ESTA application using the exact
address as displayed on the documentation you receive from your
Airline/Operator. (If you have booked a flight only or the address of your
accommodation is confirmed on arrival, please use our resort office address as
stated on your holiday invoice/tickets). Your Airline or Tour Operator will be
providing accommodation details for all passengers to the US Immigration
authorities after you have departed to America. If there are any differences
between the Tour Operator/Airline information compared to what you have written
on your ESTA registration, then you may be denied entry into the
USA. We recommend that you carry your ESTA approval with you when
you travel. For additional information on travel to the US visit
the US Embassy web site.
I’ve received my air tickets but I don’t have accommodation vouchers
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.
I’ve lost my confirmation invoice. Can you send me another one?
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.
I’ve just received my invoice or tickets and my name is incorrect
If you have booked through the Neilson website or directly over the phone please e-mail us at admin@neilson.com. If you’re making any changes like this, we may have to make a small charge.
Flights, airports and baggage allowance
What is the baggage allowance for my flight?
Baggage allowance is different depending on the airline. Please see the
following examples, but remember these allowances are exclusive of hand
luggage which is limited simply to a number of pieces depending on
airport of departure.
- Air Canada ( AC ) 1 x 23kg
- Astraeus (AEU ) 1 x 20kg
- British Airways ( BA ) 1 x 20kg for our charter flights
- British Midland ( BD ) 1 x 20kg
- Easyjet ( EZY )1 x 20kgs
- Flybe ( BE ) 1 x 20kg
- Hamberg International (4R) x 20kg
- Monarch Airlines (MON ) 1 x 20kg
- Scandinavian Airlines - SAS ( SK) 1 x 20kg
- Thomas Cook Airline ( TCX ) 1 x 20kg
If you have made a late booking you are entitled to 15kg.
I am taking my own skis/snowboard/boots/poles. How much does this cost & what is the weight allowance?
The charter and scheduled airlines we operate with can accept most types of sports equipment, although items will travel on a space and weight permitting basis only. You may have to pay a charge for some items, and you should also check that your Insurance covers your equipment.
Your ski equipment does not form part of your baggage allowance. You can pre-book extra allowance for your ski/snowboard/poles during your booking journey which will be charged at £35 for each pair of skis or each snowboard giving you an extra weight allowance of 15kg. For boots, these will form part of your hold luggage allowance or the combined allowance if you have paid for ski carriage.
If you are flying with Thomas Cook Airlines you can purchase Ski Carriage at the check-in desk at a cost of £50.00 (subject to availability). This would include one set of ski/snowboard/poles with an extra weight allowance of 15kg.
Please note that we are unable to add ski carriage to a booking inside 7 days of the first departing flight.
Which terminal do I fly from?
AIRLINE
| AIRLINE CODE
| GATWICK
| MANCHESTER
| HEATHROW
|
Air Canada
| AC
|
|
| 3
|
Astraeus
| AEU
| North
| 2
|
|
BMI
| BD
|
|
| 1
|
Easyjet
| EZY
| South
|
|
|
Flybe
| BE
| South
| 3
|
|
Hamburg International
| 4R
| South
|
|
|
Monarch Airlines
| MON
| South
| 1
|
|
SAS
| SK
|
|
| 3
|
Thomas Cook Airlines
| TCX
| South
| 1
|
|
What time can I check in for my flight?
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.
Can I check in online?
As Thomas Cook operates a chartered airline service, you are required to check in at the airport.
I have a special meal request. Can I pre-book my in flight meal?
Please drop us an e-mail to admin@neilson.com with your booking reference (This should start with a D, R or S) and the passengers name who requires the meal. We will pass the information onto the airline. Please note that this can not be done any later than 2 weeks before departure.
You can request the following meals:
Vegetarian
Vegan
Dairy free
Nut free
Gluten free
Diabetic meals
Kids meal
Please note meal requests are not guaranteed, and are at the discretion of the airline.
Can I request extra leg room for my flight?
You will need to contact your airline directly for this. For Thomas Cook flights you can call 0844 8550515. Please note that extra leg room is subject to availability and charges.
What are the visa requirements for the country I am travelling to?
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.
Making changes to a booking / adding extras
I’ve just received my invoice or tickets and my name is incorrect
If you have booked through the Neilson website or directly over the phone please e-mail us at admin@neilson.com. If you’re making any changes like this, we may have to make a small charge.
I want to add extras to my ski booking. When is the last date I can book them?
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.
If you have already booked and would like a quote for ski extras, please email admin@neilson.com quoting your booking reference.
How do I cancel or amend an existing booking?
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).
I made a group booking and now have all the names. What is the best way for me to give them to you?
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 order a new invoice for you.
Can I add ski extras to my booking?
Yes! Please see our
Ski FAQ's.Booking online
What do I do if I have a problem with my online booking?
For any problems you encounter whilst making your booking online please contact us at website@neilson.com.
Alternatively, you may wish to book by telephone on 0844 879 8155.
Please remember though that prices and choice may differ when making a
booking over the telephone.
What is a "From" price?
From prices show the prices that the holidays start from. e.g. the cheapest price available for that resort depending on dates, accommodation and added extras.
Can I book everything online?
Stay and Sail holidays cannot be booked online, they can only be booked by calling our reservations team on 0844 879 8155.
Insurance / money
Do I need insurance?
All our guests need to have adequate holiday insurance before they
travel. There are many insurance policies available, but it is vital
that your policy covers you for all the activities you'll be enjoying
on your Neilson holiday. If you'll be having a go at activities like
scuba diving and off-road mountain biking, make sure your policy covers
you adequately. We have arranged a policy with White Horse Insurance which is
custom designed for Neilson guests and the adventures they enjoy.
Marine insurance - All Neilson Beachclub, Beachplus or Yachting holidays include 'Marine
Insurance'. This is paid and arranged by us and covers you for
liability and damage to watercraft and other water users while afloat
with us. So do not be alarmed if your personal policy advises you are
not covered for liability while sailing. Our marine insurance covers
you. It covers injury or damage you may cause to third parties with our equipment, and accidental loss or damage to one of our yachts and its inventory.
Can I order my travel money through you?
Home Delivery - Order Travel Money to be Delivered to Your Door
Order your travel money securely and easily online through Neilson. Thomas Cook offers 0% commission on a
wide range of currencies, with delivery of your travel money direct to your door.
If you order
Health and age
Can I fly if I’m pregnant?
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.
I’ve received my air tickets but I don’t have accommodation vouchers
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.
Can I book a holiday if I am 16 or 17 years of age?
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.
Where can I find information on health requirements such as vaccinations?
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.
Where can I find general travel health Information?
The Department of Health offers information on how to stay healthy when travelling.
General
What are your opening hours?
To make bookings or check availability for a holiday:
Monday to Friday: 9am - 7pm
Saturday: 9am - 5pm
Sunday: 10am - 4pm
Tel: 0844 879 8155
Fax: 0870 909 9089
Can I order travel money through you?
Yes, Order your travel money securely and easily online through Neilson. Thomas Cook offers 0% commission on a
wide range of currencies, with delivery of your travel money direct to your door.
Home Delivery - Order Travel Money to be Delivered to Your Door
How do I join the best team in the business?
Think you've got what it takes to be part of the Neilson team abroad or in the UK? Then head on over to our recruitment pages.
Ski questions
Make sure you read our essential information before you set off on your Neilson ski holiday.
I am taking my own skis/snowboard/boots/poles. How much does this cost & what is the weight allowance?
The charter and scheduled airlines we operate with can accept most types of sports equipment, although items will travel on a space and weight permitting basis only. You may have to pay a charge for some items, and you should also check that your Insurance covers your equipment.
Your ski equipment does not form part of your baggage allowance. You can pre-book extra allowance for your ski/snowboard/poles during your booking journey which will be charged at £35 for each pair of skis or each snowboard giving you an extra weight allowance of 15kg. For boots, these will form part of your hold luggage allowance or the combined allowance if you have paid for ski carriage.
If you are flying with Thomas Cook Airlines you can purchase Ski Carriage at the check-in desk at a cost of £50.00 (subject to availability). This would include one set of ski/snowboard/poles with an extra weight allowance of 15kg.
Please note that we are unable to add ski carriage to a booking inside 7 days of the first departing flight.
I want to add extras to my ski booking. When is the last date I can book them?
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.
If you have already booked and would like a quote for ski extras, please email
admin@neilson.com quoting your booking reference.
What is the price for ski school, lift pass or equipment hire?
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 please email admin@neilson.com.
Your ski boot carriage is included in your hold baggage allowance which is different depending on which airline you fly with (See flight questions). If you are concerned about going over your baggage allowance you can pre-book ski carriage which gives you an extra 15kg at a cost of £35 by emailing admin@neilson.com.
Can I pre-order food deliveries for self catering accommodation?
In lots of our French ski resorts, you can save time on grocery
shopping by pre-ordering stuff to be delivered to your apartments.
Here's more info on
ordering groceries in France.
Where is the best place to go on my own?
Often, the cost of single ski holidays is prohibitive, with many hotels
charging a supplement for single rooms or sole use of twin rooms.
Ideally, we want you to avoid paying any single supplements so we’ve
put together a
list of some of our properties which offer single rooms
at no supplement. You can also check out our
forums to find other solo travellers going at the same time as you!
I've never been skiing before, what do I need to take with me?
Take a look at our
page for beginners for our guide on what to take.
Yacht questions
Make sure you read our essential information before you set off on your Neilson yacht holiday.
What types of yacht are there?
Check out the different types of yacht we have.
What is provided on board?
Take a look at our
yacht inventory to see what's included.
How do I book a Stay and Sail holiday?
At the moment,
Stay and Sail holidays cannot be booked online, they can only be booked by calling our reservations team on 0844 879 8155.
Beach questions
Make sure you read our essential information before you set off on your Neilson beach holiday.
What is the difference between a beachclub and a beachplus club?
Find out about our fantastic
beach resorts here.
Can I get a late check out?
Sometimes flights depart late in the afternoon or evening, when this is
the case we are able to offer the chance to book a room for late check
out. This service is available for a small supplement and can be booked
in resort, subject to availability.
Will I be able to access the internet from the resort?
Leave the laptop closed and the e-mails unread and just enjoy the
moment. On the other hand, we also understand that some of you simply
can’t - that’s why all of our
Beachplus Clubs now have a Wi-Fi
connection so you can log-on whilst you recharge your batteries.
Where is the best place to go on my own?
The good news is that so many people are going solo we’ve stopped
charging a single room supplement for many of our holidays. Check out our
solo travellers page to find out where. You can also take a look at our
forums to find other solo travellers going at the same time as you!
Lakes and Mountains questions
What
clothing should I take with me?
Mountain climates can vary day to day so it’s essential you
take the appropriate clothing with you, especially if you’re planning to
explore mountain terrain high above the resort. We recommend you take:
- a waterproof & windproof
jacket
- light clothing for layering
- good walking shoes
- comfortable walking
socks
- sunglasses
- sun cream
- swim wear
- swimming towel
- water bottle
- small rucksack.
Can I take
sporting equipment with me?
While most airlines accept most types of sporting equipment,
policies and charges on carriage of sporting equipment varies according to the
airline. We strongly advise you to check your airline’s policy and any
applicable charges. See our Flights,
airports and baggage allowance information for more details.
Where
should I take my family?
Lakes & Mountains destinations are perfect for family
holidays. With so many activities and experiences on offer there’s more than
enough to keep everyone happy. Check out our favourite family destinations and
top recommended family hotels.
Do I need
to pre-book spa treatments at my hotel?
If you are travelling during peak holiday periods we
recommend you contact your hotel to pre-book spa treatments, particularly if
you have specific treatments and dates in mind. Otherwise, we advise you visit
the spa reception after check-in to your hotel to organise convenient times for
your treatments. For more information on our Revitalise Spa Hotels and other
important spa information, click here for details.
Advanced Passenger Information
What is Advanced Passenger Information?
For security
reasons the US, most EU States, and other countries now require Thomas Cook to
provide details about their passengers before they travel. This is known as
Advance Passenger Information (API). API is designed to enhance
border security by providing Border Control Agencies with pre-arrival and
departure manifest data on all passengers.
Thomas Cook will only provide
each country’s Customs and Immigration Authorities with the required relevant
information.
Who is required to provide
Advanced Passenger Information?
All customers
travelling to the USA, will have to provide API (sometimes referred to a
US Secure Flight Passenger Data).
All
customers departing the UK for selected destinations (except for the USA) will
have to provide API. (This may be
referred to as the E-Borders scheme)
Different airlines and tour
operators have their own websites to support this requirement. Our website is designed to collect
information from customers booking through Thomas Cook Tour Operators (Thomas
Cook, Airtours, Sunset, Manos, Neilson, Club 18-30, Direct Holidays, Airfares,
Return flights booked on Flythomascook, Flexibletrips). You will need to enter the Booking
Reference from your tour operator.
It is recommended that the lead
passenger named on the booking takes responsibility for entering the Advanced
Passenger Information for all passengers on the booking (including
infants).
Which countries does this apply :
The collection of API will be happening in two ways and will be phased in by
destination.
Table correct at November 2009
| Destinations | Completion of API | Travel Dates |
US – Advanced Passenger Information | All flights to the USA (or via the USA) Gateways: SFB, LAS | New and existing bookings can enter API from: 17th December
2009. | All customers departing from: 26th March 2010 Customers can enter API no earlier than 3 months before they are due to
depart. |
E-Borders – Advanced Passenger Information | Goa (GOI) Gambia (BJL) Maldives (MLE) Kenya (MBA) Mexico (CUN) Taba, Egypt (TCP) | New and existing bookings can enter API from: 8th December 2009. | All customers departing from: 1st February 2010 Customers can enter API no earlier than 3 months
before they are due to depart. |
Greece (all Gateways) Turkey (AYT, ADB, BJV, DLM) Italy (all Gateways*) Egypt (all Gateways) Bulgaria (all Gateways) Costa de Almeria (LEI) Costa Dorada (REU) | New and existing bookings can enter API from: 20th January
2010. | All customers departing from: 1st April 2010 Customers can enter API no earlier than 3 months before they are due to
depart. *with exception of Neilson Italy which will not be collected in April 10. |
Other destinations | | TBC |
Does Advance Passenger
Information guarantee me admission to the United States? Completion of Advance Passenger
Information is one of a number of requirements you must follow to be eligible
to travel to the USA. Other entry
requirements include having a machine readable or biometric passport for all
travellers. You must also be
eligible to travel under the Visa Waiver Programme (VWP) or apply for a visa –
visit www.usembassy.org.uk. In addition, you must obtain travel
authorisation from the Electronic System for Travel Authorisation
(ESTA). You can apply for authorisation
at: https://esta.cbp.dhs.gov.
By meeting all of these
requirements and providing your Advance Passenger Information to us on this
website, this establishes that you are eligible to travel to the United States
but does not guarantee that you are admissible to the United States. Upon
arrival in the United States you will be inspected by a Customs and Border
Protection officer at a port of entry who may determine that you are
inadmissible under the Visa Waiver Program or for any reason under United
States law.
We will not be responsible
for any refunds or costs you incur if you are denied boarding due to your
failure to provide Advanced Passenger Information on our website or the
information you provide is inaccurate.
How long is the Advance
Passenger Information I provide valid?
The information you provide is
specific to the booking and journey you are undertaking. If you have more than one booking with
us, you will need to complete Advanced Passenger Information for each booking.
Please note, if
any passengers are added to the booking or any changes are made to existing
passenger details (such as title, initial or surname) and you have already
completed your Advanced Passenger Information, this will need to be
re-entered. For travellers to the
USA, if you or your tour operator has changed your accommodation since you
entered your Advanced Passenger Information, we will require you to submit all
your Advanced Passenger Information again.
When do I need to provide
my Advanced Passenger Information?
We can accept your Advanced
Passenger Information between 3 months and 7 days before you travel. If
you have booked your holiday between 3 months and 7 days prior to travel,
please wait 24 hours before entering the website. If you are travelling
within 7 days of booking your holiday/flight, we will collect your Advanced
Passenger Information at check-in.
What should I do if the
information on my passport has changed?
If you or anyone else on your
booking obtains a new passport or there is a change to your passport
information or that of any passenger on your booking, you must re-submit the
Advanced Passenger Information for all passengers on your booking.
Is there a fee for
providing Advanced Passenger Information?
Currently there is no fee to
provide us with your Advanced Passenger Information.
Is this Website secure and
private?
Yes. This Web site employs
technology to prevent unauthorised access to the information you enter and
view. Please see our website Privacy Policy and Terms of Use.
How do I select my seats if I have booked "Your Seat Your Choice"?
Please go to http://thomascookairlines.co.uk for more informations.
What if I have made a
mistake on my Advance Passenger Information?You will have the opportunity
to review all passengers details before submitting your Advanced Passenger
Information – before confirming the details you have entered, click on the
‘Change’ button and you will be taken to a screen where you can select one or
more passenger’s details to re-enter. (Please note, for security reasons any previously entered information
will not re-appear and you will need to submit this information again).
If after you have confirmed
all your details you realise a mistake may have been made, you can log back
onto the website and change one or more passenger details. For security reasons any previously
entered information will not re-appear and you will need to submit this
information again.
I am not flying with
Thomas Cook Airlines, why have I been directed to this website?
For charter flights it has been agreed by the Travel Association (ABTA) that
your Tour Operator will collect the data (regardless of which airline you are
flying with). For Thomas Cook Tour
Operations holidays (Thomas Cook, Airtours, Sunset, Manos, Neilson, Club 18-30,
Direct Holidays, Airfares, Return flights booked on Flythomascook,
Flexibletrips) you have been asked to enter your Advanced Passenger Information
on this website: www.thomascookapi.com
If your flight is with
another airline, we will pass the information you provide us with onto that
Airline.
You will also need to wait at
24 hours to submit your API data if your booking has been made between 99 days
and 7 days prior to departure.
I am flying with Thomas
Cook Airlines, but the website does not accept my Booking Reference?
Please check that your departure date is no more than
3 months away and no less than 7 days before you are due to travel. Our website will only recognise your
booking reference between these dates.
You will also need to wait at 24 hours to submit your
API data if your booking has been made between 99 days and 7 days prior to
departure.
Please
make sure you holiday was booked through a Thomas Cook Tour Operator (Thomas
Cook, Airtours, Sunset, Style Holidays, Direct Holidays, Neilson, Club 18-30,
Airfares, Flythomascook, Flexibletrips). If you are flying with Thomas Cook Airlines but booked your travel
arrangements through another company, please refer to their website. Please see examples below….
For
holidays with Thomson or First Choice, please visit http://eapi.thomson.co.uk
For
holidays with Cosmos or Monarch please visit Monarch’s website
What if I don’t have
internet access?
Advanced Passenger
Information systems are internet based. We recommend you visit a local library, internet café, use the internet
at a workplace or ask help from friends or family if you do not have internet
access at home.
Can I provide Advanced
Passenger Information at the Airport?
We strongly recommend you
provide your Advanced Passenger Information at least 7 days before you are due
to travel. If there is any
irregularity or information missing, we may be able to notify you before it is
too late to correct. To minimise
inconvenience and delays at check-in, the priority of our airport staff will be
to collect Advanced Passenger Information from customers who booked within 7
days of travel. If you booked more
than 7 days before departure and have failed to provide your Advanced Passenger
Information on our website, you can expect delays at check-in which could
result in denied boarding of your flight. We will not be responsible for any refunds or costs
you incur if you are denied boarding due to your failure to provide Advanced
Passenger Information on our website or the information you provide is inaccurate.
The name or
initials that appear in my booking details do not match the name or
initials in my passport?
It is very important the
passenger names you submit exactly match the name on your passport. The
passenger names (including initials) that appear on this website are sourced
from the information you provided to your travel agent or tour operator when
you completed your booking. This information will also appear on the
flight tickets you receive from your tour operator. If your name or
initials do not match the name in your passport, you must contact your tour
operator and ensure the name on your holiday or flight booking is corrected,
even if this is just an initial or typing error. (Any changes will incur a
charge - see your tour operators booking conditions for details). We
recommend you ensure your details are updated as soon as possible and re-visit
this website to submit your Advanced Passenger Information when this has been
done (provided it is no later than 7 days before you go). Failure to
correct the name/initials on your booking before you travel will result in
higher charges to change your name and re-issue tickets at the airport, where
this is possible. This may also cause delays at check-in and could
result in denied boarding.
I need extra HELP?
There is a limit to the
information and assistance we can provide over the telephone and unfortunately
our staff cannot accept your Advanced Passenger Information by phone due to
data protection legislation.
If you are having difficulty
and wish to contact us, please e-mail us at
Admin.Dept@thomascook.com. Or
telephone 0871 895
0001
Calls to 0871 cost 10p per minute at all times, from BT landlines
(mobile and other providers' charges may vary).