Quick Links |
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Q. |
How do we find the hotel once we have arrived at our destination? |
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If you have not pre booked a transfer, then you will have to make your own way to the hotel, the address is on the Accommodation voucher. |
Q. |
Do I need an accommodation voucher to check-in to my property? |
A. |
It is very important that you keep your accommodation voucher safe. This provides the accommodation with confirmation of the reservation and proof of payment through flexibletrips. A customer without a voucher may have problems whilst checking in, or be asked to pay again for their room. In the event of any problem, please contact our 24 hour in-resort helpline on + 44 844 879 8140 and we will endeavour to resolve the situation for you. |
Q. |
What time can I check-in/check-out of my accommodation? |
A. |
International check-in time is 1400 and check-out is between 1000 and midday. Some check-in/check-out times times can vary. |
Q. |
How do you rate your accommodation? |
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Ratings systems are an attempt to give a guide to the overall quality of properties. The official ratings are given by the authorities in the country, and do tend to give a fair impression of relative standards within that country. However, different countries have different standards, so don't assume that a 3-star hotel in one country is equivalent to a 3-star hotel in another. Ratings used are based on the official rating at the particular property at the time of publishing. Some of our hotel providers also use their own rating system, official ratings will also be displayed in the hotel description. |
Q. |
Some of your All Inclusive hotels are graded, what does each grade mean? |
A. |
As there is no international agreement or understanding on what the term "All Inclusive" means, some of our properties use their own "All Inclusive" grading system, so that you know exactly what to expect upon arrival at your chosen destination.
In most cases and where applicable, full information will be supplied within each hotel description, however a brief summary of each grade is supplied below: All Inclusive Light: The All Inclusive Light programme, is normally a Full Board plus drinks arrangement and consists of three meals each day, plus free beverages at meal times only. The drinks include locally produced beer, wine, soft drinks and water. All Inclusive Bronze: The All Inclusive Bronze programme includes three meals each day, plus a selection of locally produced alcoholic and non-alcholic beverages served with meals from the bar (times are specified in the full hotel description). A limited selection of snacks are also available throughout the day (times are specified in the full hotel description). All Inclusive Silver: The All Inclusive Silver programme is an enhanced version of the Bronze package and includes three meals each day, snacks, a selection of locally produced alcoholic and non-alcholic drinks and selected imported unbranded alcoholic drinks, available at meal times and from the bar (times are specified in the full hotel description). Hotels selected to be in this category will have at least two restaurants, one of them being an 'a la carte' restaurant, where reservations can be made and guests can eat for up to two nights of their stay. The All Inclusive Silver programme will also include a minimum of four sports and leisure activities and a minimum of 2 nights entertainment each week. All Inclusive Gold: The All Inclusive Gold programme is the most comprehensive package and includes three meals each day, snacks, a full range of locally produced international and premium branded alcoholic and non-alcoholic drinks. This package also includes a full range of sports and leisure activities and a full entertainment programme. To reach this grading a hotel must have at least three restaurants or snack bars, three bars, unlimited snacks and drinks and a regularly filled minibar in each room. Please note: This grading system only applies to a selection of our All Inclusive properties. Please therefore, refer to the individual property for more information on the All Inclusive benefits available in each case. |
Q. |
How do I make a group booking? |
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Call our Groups line on 0844 879 8272 or fill in the groups enquiry form here. |
Q. |
What is your address? |
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For our contact us section click here. |
Q. |
How do I contact Customer Relations once I have already travelled? |
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Please note that your initial correspondence within 28 days of return should be sent to Customer Relations, by e-mail click here or letter, sent to Thomas Cook Customer Relations 2-4 Godwin Street, Bradford, BD1 2ST. Once you receive an acknowledgement, you can contact them by phone on the number they provide, which will be a number relevant to the nature of your case. |
Q. |
Are flight only bookings ATOL protected? |
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Yes, we hold an ATOL number 0020. Therefore, in the unlikely event of our insolvency, the CAA will ensure that you are not stranded abroad and will arrange to refund any money you have paid to us for an advance booking. For further information click here to visit the ATOL website. |
Q. |
Why are you asking for passport numbers, dates of birth and nationality when booking flights with certain airlines to selected destinations? |
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Due to security measures from the UK Government, airlines are required to provide advance passenger information (API or APIS). API requires Passport or valid photo ID information to be obtained prior to travel, this includes: nationality, date of birth, passport number, country of issue, issue date and expiry date. Passengers who fail to provide APIS information will not be permitted to travel. It is the responsibility of the passenger to provide the correct information. Currently this information is required for Easyjet flights to: Spain, Cyprus, France, Germany, Gibraltar, Italy, Malta, Morocco, Netherlands, Turkey and UK and BMI Baby and Jet2 flights to all destinations. Therefore we are requesting information for these destinations only. Please click hereto provide this information to us. Please note: If you fail to provide this information prior to travel with BMI Baby you will be charged by BMI Baby at the airport £5 per passenger per sector. You will need to go to the check-in desk to provide this information. This charge is non-refundable and flexibletrips will not be liable for any costs incurred. Please be aware that other airlines may also charge for failing to provide information prior to travel. |
Q. |
Advanced passenger information on TCX flights |
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Advance passenger information is now required by all flights operated by Thomas Cook Airlines to the following destinations USA, Goa, Gambia, Maldives. Mexico, Taba, Greece, Turkey, Italy, Bulgaria and Costa Almeria. To complete your Advanced Passenger Information go to www.thomascookapi.com You will need your flight booking reference, lead passenger surname and departure date to access your booking and this can be done between 1 month and 7 days before departure. We recommend the lead passenger on your booking is responsible for entering each customers details on the website. In order to do this, the lead passenger will need to have all passengers passport details available. The flight booking reference can be found on your travel vouchers (e.g flight booking reference MZ46CE or S138339U) USA We would also take this opportunity to remind you of the additional US entry requirements. All passengers travelling to the USA must hold a machine readable or biometric passport and be eligible to travel under the Visa Waiver Programme (VWP) or apply for a visa. In addition passengers must apply for authorisation to travel using the Electronic System for Travel Authorisation (ESTA). In addition to the above you must apply for authorisation to travel on the US website ESTA. All passengers (including infants) travelling via or to the USA must apply for authority to travel a minimum of 72 hours prior to travel. You may be denied boarding or refused entry to the US if you have not registered and obtained authorisation. To apply visit the official website: www.esta.cbp.dhs.gov. A charge of 14 US Dollars per person will apply (subject to change). You will need your 1st nights address which is shown on your invoice / ticket booklet. We recommend that you carry your ESTA approval with you when you travel. For additional information on travel to the US visit www.usembassy.org.uk. We are aware that requirements of ESTA and US Advanced Passenger Information are very similar and in some cases identical information is required from passengers. Each requirement should not be confused - all serve different purposes and each is a specific requirement of the US Authorities and Border Protection Both systems are web based only; therefore, if you do not have internet access at home/work, we recommend you visit your local library or internet cafe. If you have any questions about US Advanced Passenger Information, all the information you should require can be found on our website www.thomascookapi.com. If you are unable to find the information you are looking for on the website then please speak to your travel agent for further help. For additional information about ESTA, the Visa Waiver Programme or Passport requirements, please contact the US Embassy in London on 0904 245 0100 (calls are charged at £1.20 per minute) or visit: www.usembassy.org.uk or the Foreign & Commonwealth Office at www.fco.gov.uk. |
Q. |
Some airlines charge for baggage, is the cost of hold baggage included in the price? |
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When booking with airlines that charge for the carriage of baggage flexibletrips include the cost of one bag in the price. |
Q. |
What time should I check in for my flight? |
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It is recommended that you check in for your flight at least 2 hours before departure. And for a long haul flight 3 hours before departure. |
Q. |
How do I add Speedy Boarding to my easyjet flight booking? |
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Speedy Boarding is a new service from easyjet that guarantees you will be amongst the first people called to board your flight whenever you check in. This extra is available for a small fee and can be added at the time of booking if the booking is made through the sales centre. You can also make a booking on line and add Speedy Boarding after booking through our on line amendment form or by calling administration on 0844 8798 272. Please note: Speedy Boarding fee varies dependent on the route. Where passengers are bussed to the plane, it cannot be guaranteed that Speedy Boarders will be first off the bus. Where bussing is frequent on a route, this is reflected in the Speedy Boarding price you will pay. Currently Speedy Boarding is not available from all airports. |
Q. |
Are airline meals included in the price of my flight? |
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Most scheduled airlines provide meals. However, they are not included in the price of any no-frills flight e.g Easyjet, BMI Baby etc. and they can only be purchased on-board. With the majority of charter flights this is also an optional extra which we do not include in the basic price. Please click here to find out if your airline includes meals. If you are travelling with a charter airline and wish to purchase an on-board meal this can be added at the time of booking at an additional cost, these costs will be advised at the time of booking. |
Q. |
What is my baggage allowance? |
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The minimum hold baggage allowance is 15 kgs, however some airlines do allocate more. Please click here to download charter, scheduled and low-cost airline information. When booking online we automatically include the cost of 1 bag per passenger. If you do not wish to check in any hold bags these can be removed for all low cost and charter flights at the time of booking. Please note: Thomas Cook airlines allocate 20kgs of luggage per passenger. If this is removed at the time of booking you will not be able to check in any hold luggage (flexibletrips do not currently offer 15kg luggage allowance on Thomas Cook flights). |
Q. |
What is my hand luggage allowance? |
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Hand luggage allowance varies between airlines. Therefore, to check your allowance please click here to download information on airlines. |
Q. |
What is a direct flight? |
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A direct flight may touch down en-route for re-fuelling, or to pick up and/or drop off passengers. In these instances you are not normally required to disembark and the flight is still considered to be a direct flight. Certain flights may require a disembarkation or change of aircraft en-route, in certain countries (e.g. USA) this may involve clearance of customs and immigration. Please ensure you have the appropriate passports and visa documents for any transit. For more information see the General section of FAQs. |
Q. |
What is a non-stop flight? |
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A non-stop flight does not stop between the departure and arrival points. |
Q. |
Are my travel arrangements protected? |
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A. |
Flight only and flight inclusive packages are ATOL protected under number 0020. Cruise only packages and Eurostar packages are bonded with ABTA. Our ABTA number is W8361. Please note, with the exception of flight only bookings which are ATOL protected under our ATOL license 0020, in the unlikely event of our collapse/insolvency, any money you have paid us for any other single components (such as accommodation only) is not protected by a scheme of financial protection. If this is important to you, we recommend you book a Flexibletrips package or obtain suitable travel insurance. |
Q. |
I am based outside of the UK, can I make a booking on flexibletrips? |
A. |
Unfortunately flexibletrips is unable to accept bookings from customers based outside of the United Kingdom as we are not licensed to sell travel services in other countries. As flexibletrips is part of Thomas Cook Group plc, we can recommend the web sites of Thomas Cook companies based in France, Belgium, Germany, Poland or the Netherlands. To access these sites please use the links at the bottom of the Thomas Cook home page. Thomas Cook also has travel businesses based in Ireland, Canada, Sweden, Norway, Finland, Denmark, Czech Republic, Austria, Hungary, Egypt and India. |
Q. |
Is a rep service included? |
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If you have any issues in resort, our dedicated team are ready to take your call on our 24 hour in-resort helpline. Please call +44 844 879 8140 |
Q. |
What if my holiday details get changed? |
A. |
We will inform you of any changes to your holiday, if you have any questions regarding a holiday change then please contact Operations on 0844 879 8273 or click here to email. |
Q. |
What age is a passenger considered an infant/child/adult? |
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This is dependant on the supplier and can differ for flights and accommodation. As a guidline an infant must be under 2 years of age on the return date of travel, a child 12 years and under. |
Q. |
What are the minimum ages to travel? |
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If you are booking on flexibletrips.com the lead name on the booking must be a minimum age of 18. If you are 17 and travelling without an adult we will only allow you to book at a high street travel agent provided a parent/legal guardian is present and subject to you satisfying our suppliers conditions of travel. All bookings for 17 years olds must be made via the flexibletrips reservations team on 0844 8798 272. The parent/legal guardian will be required to sign the booking form in front of the travel agent and a contract will then exist between the parent/legal guardian and us. |
Q. |
Can you advise on passport and visa requirements? |
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It is your responsibility to ensure that you have the relevant documentation to complete your journey. Please check with the passport office and the appropriate consulate/embassy for visa information. The following link may be useful www.ukpa.gov.uk |
Q. |
How will I know where to pick up my transfer on arrival? |
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Holiday vouchers detailing your transfer will be sent to you 28 days prior to travel. For late bookings (made 8 weeks prior to departure) this will be sent automatically after the original booking was made. If you do not receive your holiday vouchers within the time periods detailed above please call our Admin department on 0844 8798 272. |
Q. |
What if I don't receive my holiday vouchers or details of my transfer are missing from the transfer voucher? |
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If documentation is not received within the time periods detailed above please call admin on 0844 8798 272. When you receive documentation please check your transfer voucher carefully to ensure full instructions are included. If instructions are missing on where to pick up your tranfser please call admin on 0844 8798 272. |
Q. |
What will be included in my transfer instructions? |
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Instructions can vary depending on which country and resort. Usually you will have to look for a board with the transfer company name or the passenger name, sometimes you may need to make your way to an office within the terminal building or a designated meeting point.
The time given on your voucher usually matches the time that your flight arrives in resort and the transfer company arranges to meet this flight. A local telephone number is included in case of a query or emergency. Instructions also state that passengers must not leave the airport building before locating their transfer drive or representative and always gives a telephone number in case of emergency. please ensure you have our emergency in resort number for flexibletrips +44 844 879 8140 just in case you can not get through to the transfer company. |
Q. |
Do I need to reconfirm my return transfer? |
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Passengers are usually instructed to call a local office 24-48 hours before your return flight to check what time the transfer vehicle is going to pick you up (telephone number is provided on your invoice). This cannot be decided beforehand as it depends on how many pick-ups there are for that particular vehicle and how long the journey takes. For this reason, the time shown on the transfer voucher is almost always 0.00.
With some transfer companies it will state that pick-up times will be faxed to the hotel/accommodation and placed in your pigeon hole, alternatively, times may be posted in the reception area at your accommodation. On some occasions, when you call to confirm the time you will be given a confirmation reference and are instructed to have pen and paper at the ready. Please ensure your read your instructions in full before you travel, failure to comply with transfer instructions may result in problems for you and you may incur additional costs. Please call our 24 hour in-resort helpline on +44 844 879 8140 for any assistance with transfer arrangements whilst in resort. |
Q. |
What should I do if there is an issue with my transfer in resort? |
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If you have any issues in resort, our dedicated team are ready to take your call on our 24 hour in-resort helpline. Please call +44 844 879 8140 |
Q. |
Do I need insurance? |
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A. |
Your protection is vitally important and we therefore strongly recommend you take out adequate Travel Insurance. You can do this by calling 0844 8798 272. |
Q. |
How much deposit must I pay? |
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If your booking is made more than 12 weeks before the intended departure date, you must pay either:- (i) Packages - a deposit of £100 per person is required. (ii) Flight Only - the full fare, or (iii) For accommodation only a deposit of £25 per person or the full payment whichever is less or (iii) other components - if booked with accommodation these will be included within your accommodation deposit, if any component is booked without accommodation then the deposit will be £25 per person or full payment, whichever is less, or such other deposit as may be required by the supplier of the services for the arrangements in question. The balance of the cost of your travel arrangements must be paid within 12 weeks before the departure date. If your booking is made within 12 weeks of your intended departure date, the total cost of your travel arrangements must be paid at the time of booking. |
Q. |
When is my final balance due date? |
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Final balances are due on your booking 12 weeks before departure, or at the time of booking if less than 12 weeks. |
Q. |
Are there credit card charges? |
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Yes we do charge a credit card handling fee, which is 2.25%. |
Q. |
When will I receive my tickets? |
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The majority of the airlines we use now issue e-tickets therefore no tickets are necessary. If tickets are needed these will be sent out about two weeks before departure. |
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When will I receive my documentation? |
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This will be sent to you 28 days prior to departure, if you do not receive documentation please contact admin on 0844 8798 272. |
Q. |
What is an e-ticket? |
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An E-Ticket is a reference created by the airline to allow you to travel, this is instead of traditional airline tickets. |
Q. |
What options do I have if I have received an operational change? |
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If you have been issued an operational change the operations team will issue you with your options depending on what has been offered by the supplier and in line with the terms and conditions.
If you accept the operational change new documents will be sent confirming the new details. Please note once changes have been accepted, any further changes to the booking will be subject to normal administration and cancellation fees. If we make a significant change to your booking and you do not wish to accept the alternative, we will offer cancellation with a full refund. Compensation may also be payable as detailed in our terms and conditions. Please note once bookings are cancelled it cannot be reinstated. For further information on major and minor changes please click here to see our terms and conditions. |
