FAQ  

Questions? Here you can find the answers to the most frequently asked questions.

During booking

     > Why should I always book cancellation / travel assistance insurance?

To make sure your holiday isn't spoiled by an emergency, we recommend that you take our reliable travel insurance from ERV. This guarantees you a relative prompt help and financial security in an emergency, e.g. in the event of cancellation, curtailment/interruption or illness, including a 24-h emergency service. Simply choose your travel insurance from ERV’s range of products and always travel with peace of mind. Be aware that cancelling your holiday without insurance may carry a cost of up to 90% of the total trip.


     >What special requirements must be submitted separately after making my booking?

My child under 16 years of age is travelling alone

  • Children under 5 years of age may not travel unaccompanied.
  • Unaccompanied minors between 5 and 12 years of age require special assistance.
  • Unaccompanied minors between 12 and 15 years of age may also have assistance if so requested but this is not obligatory.

This special assistance is charged. At Thomas Cook Airlines the fee for this is €50 per child and per flight. You must provide the name, address and the telephone number of the person taking and collecting the child from the airport.

Attention, this must be requested in advance via the Contact Center.

Medical assistance

Wheelchair assistance is free of charge but must be requested in advance from our Contact Center. You can use your own wheelchair; your wheelchair will be stored in the hold once you have gotten onboard.

Please contact our Contact Center for any other queries concerning medical assistance (e.g. extra oxygen onboard).

Pets

You may only take a dog or a cat with you if you have the necessary documents for transporting pets and if your pet is in a ‘carrier’ intended for this purpose. Ask a pet store about this.

  • A limited number of animals weighing less than 6 kg are permitted in the cabin. Thomas Cook Airlines charges € 15 per pet weighing less than 6 kg one way.
  • Animals weighing 6 kg or more may only travel in the hold. Thomas Cook Airlines charges € 50 per pet weighing more than 6 kg one way.

Please note that as from flights departing 01/11/2014, the following guidelines are valid:

  • The price for pets weighing less than 6 kg will be €49,99 or €64,99 one way depending on your destination (zone 1 or zone 2).
  • The price for pets weighing more than 6 kg but less than 30 kg will be €74.99 or €99,99 one way depending on your destination (zone 1 or zone 2).
  • The price for pets weighing more than 30 kg will be €149,99 or €199,99 one way depending on your destination (zone 1 or zone 2).

Transporting pets must be requested in advance from the Contact Center, or via this online form.

Sports equipment

General

Sports equipment can be booked in advance via the Contact Center or via the online form. Sports equipment which is not pre booked will be refused at check-in.

All sports equipment must have a maximum weight of 30kg and will be charged €49,99 per flight. The following types of equipment are authorized: golf bags, bikes, diving equipment, boards (surf, kite, snow), canoe, fishing equipment, hang glider, inflatable rubber dinghie, paraglider or sporting firearms.

Special remarks

Diving equipment: You can take a bag specifically for diving equipment with a maximum weight of 30 kg (weight belt included). There are a few restrictions: cylinders are not permitted and a diving lamp without the long battery are only permitted in your hand luggage if the bulb is packed separately.

Bicycle: In order to be allowed to travel with a bicycle it must be in a strong box or bag: handlebars folded towards the frame, the front wheel removed, pedals folded up and tires deflated. CO² cartridges cannot be taken on board. If you have reserved a bus transfer on site, a request must be submitted by our Contact Center and the bus company might charge a fee to transport your bicycle.

Special in-flight meals

In addition to standard meals the following meals may be requested from our Contact Center or via the online form: an additional fee of €14,99 per one way for gluten-free, vegetarian, Halal and diabetic meals will be charged.

As from 01/11/2014, you will be able to enjoy new Premium meals.

Enjoy delicious meals at 36,000 feet: In addition to our regular in-flight service, we offer a choice of excellent meals on all Thomas Cook Airlines flights. Depending on the route and time of day, we serve you an exquisite meal with select ingredients.

Flight zone information

A new zone concept has been applied since June 1, 2014. The prices listed here for our meals are based on your flight zone.

Flight zone allocation to/from:

  • Zone 1 = €14,99: France, Balearic Islands, Spanish & Portuguese mainland, Bulgaria, Croatia
  • Zone 2 = €15,99: Iceland, Canary Islands, Cabo Verde & Madeira, Turkey, Greece & Cyprus, Egypt, Morocco, Tunisia & Gambia

The fees stated above are only valid for Thomas Cook Airlines flights. Other rates may apply on flights with our partner airlines. These are available from our Contact Center.

Extra kg or overweight

Sounds familiar? You left for your vacation with full bags and they are even heavier on your return trip with all the souvenirs! All information about excess baggage charges can be found here.

Your luggage from Thomas Cook Airlines may have a weight of a maximum of 20 kg consisting of several pieces and 1 piece of hand luggage of a maximum of 6 kg. The dimensions of the hand luggage can not be larger than 55 x 40 x 20 cm. If you are flying with another airline, this information is shown on your tickets.

In the event of excess baggage, you shall have to pay a surcharge per kilogram at the check-in counter of the airline. A wheelchair and a children’s pushchair are extra baggage for which there is no surcharge.

Passengers flying in Premium Service are allowed to travel with main luggage weighing maximum 22 kg (25 kg from Winter 14/15) and 1 piece of hand luggage of a maximum of 8 kg .

Flight zone information

Effective June 1, 2014, a new zone concept applies for flights departing as from 01/11/2014. For flights departing before that date, only the prices for Zone 1 are applicable. All the prices and quantities below are based on your flight zone.

Flight zone allocation to/from:

  • Zone 1: France, Balearic Islands, Spanish & Portuguese mainland, Bulgaria, Croatia
  • Zone 2: Iceland, Canary Islands, Cabo Verde & Madeira, Turkey, Greece & Cyprus, Egypt, Morocco, Tunisia & Gambia

Prepaid baggage allowance packages

Book in advance and save up to 50 %! All prepaid baggage allowance packages can be booked up to 2 working days before departure via our Contact Center or by using the online form.

Zone 1: France, Balearic Islands, Spanish & Portuguese mainland, Bulgaria, Croatia

  • Prepaid package 5 kg =   € 39,99
  • Prepaid package 10 kg =  € 69,99
  • Prepaid package 15 kg =  € 89,99
  • Prepaid package 20 kg =  € 99,99

Zone 2: Iceland, Canary Islands, Cabo Verde & Madeira, Turkey, Greece & Cyprus, Egypt, Morocco, Tunisia

  • Prepaid package 5 kg =  €49,99
  • Prepaid package 10 kg = €99,99
  • Prepaid package 15 kg = €129,99
  • Prepaid package 20 kg = €149,99

 

Excess baggage charges

On Thomas Cook Airlines flights (Thomas Cook Airlines flight number "HQ" ), the following to/from excess baggage charges apply to bags that exceed the permitted baggage allowance:

  • All flights to/from Zone 1: price (payable at airport only) €10.00 per kg
  • All flights to/from Zone 2: price (payable at airport only) €12.00 per kg

 
     >How can I pay?

Flights booked online can only be paid for by credit card (MasterCard, VISA or American Express) or SEPA direct debit. The entire ticket price is immediately charged and the travel documents are sent out.

- Credit cards
For greater security, when authorizing the credit card we check the credit card number and expiry date, and also the international CVC or CVV safety code (Cardholder Verification Code/ Value) as an additional safety feature. This is a 3- or 4-digit code in the signature box on the back of the credit card, or on the front of the card above the credit card number.

In the case of payment by credit card, Thomas Cook Airlines will assess a payment transaction fee per booking. The payment transaction fee will be calculated on a percentage basis. The basis of this calculation arise from flight price (incl. surcharges, taxes and charges) and as appropriate the price of insurance, if an insurance is concluded. Special services like seat reservation are not counted within this calculation.

The percentage of the calculation for payment transaction fee amounts about 2 %.
Please note there will be a minimum and a maximum payment transaction fee.

Distance

minimum fee

maximum fee

Short-Haul

EUR 1.00

EUR 25.00

Medium-haul

EUR 2.00

EUR 35.00

Long-haul

EUR 5.00

EUR 50.00

- SEPA
Payment by SEPA direct debit is free of charge

Please note we only debit customers by using one-off collections which authorises us to collect a single payment. The old system for direct debits called DOM80 is no longer active. That means the necessity to go to a bank and sign at face is no longer given. The contract is closed between Thomas Cook Airlines Belgium exclusively and no bank is involved except to the fact that an account is needed for debiting the ticket price. You will be debited by Condor Flugdienst GmbH on behalf of Thomas Cook Airlines Belgium.


     > Can I also book a rental car?

You can book a rental car via our partner Sunny Cars.


     > Why opt for the Premium Service?

Service has always been of the utmost importance to Thomas Cook Airlines. After all, we want you to be perfectly comfortable while you are with us. Fly Premium – and enjoy added service on your short or medium flight. Simply select "Premium Service" when you make your booking.

Premium Service includes:

  • Carefully selected Premium menu
  • Free alcoholic drinks with meals
  • Free seat reservation in the front rows of the aircraft
  • Separate check-in counter in Brussels
  • 8 kg hand luggage
  • 25kg free baggage allowance
  • Boarding at your leisure
  • Priority baggage at Belgian airports
  • Amenity kit
  • And many other special touches to make your flight even more pleasant

You can book our Premium Economy Class for an attractive all-inclusive fare. Book your Premium Service online or contact our Contact Center.


     > What should I do if I am unable to complete my booking?

It is possible that you entered the booking details incorrectly or there may be a technical problem. Please try again or make a note of the error, the error code and when the error occurs and then contact us.


     > What taxes are charged on airline tickets?

The airport tax is included in the price of the airline tickets. The amount of this airport tax depends on both the arrival airport and the departure airport.  

Before you leave

      > How much luggage can I take with me?

Your luggage from Thomas Cook Airlines may have a weight of a maximum of 20 kg consisting of several pieces and 1 piece of hand luggage of a maximum of 6 kg. The dimensions of the hand luggage can not be larger than 55 x 40 x 20 cm. If you are flying with another airline, this information is shown on your tickets.

In the event of excess baggage, you shall have to pay a surcharge per kilogram at the check-in counter of the airline. A wheelchair and a children’s pushchair are extra baggage for which there is no surcharge.

If you wish to bring additional luggage, we offer the possibility to purchase extra luggage packs at attractive prices, up to 50% off the airport rates. All prepaid baggage allowance packages can be booked up to 2 working days before departure via our Contact Center or by using the online form.

Passengers flying in Premium Service are allowed to travel with main luggage weighing maximum 22 kg (25 kg from Winter 14/15) and 1 piece of hand luggage of a maximum of 8 kg .

If you wish to take along sports luggage (diving equipment, golf bag, bicycle, etc.) or if you require special assistance (wheelchair users, unaccompanied minors, etc.), then you must always inform us of this situation. Requests must be submitted within 24 hours of your booking via our Contact Center: +32 (0)2 400 34 22.


     > How does the check-in work?

In order to ensure everything runs smoothly we ask you to check in at the airport for your flight, at least 2 hours before departure. Check in desks are open as from 3 hours before the flight departs.

At check-in you will be asked to provide your travel documents and proof of identity (On this subject, also check the information on ‘What travel formalities must you undertake?’). Your luggage will be weighed, a label affixed to them and will be transferred to the airplane. As proof of check-in you will be given your boarding card, and a copy of the luggage label that you must keep until you have collected your luggage from the conveyor belt at the destination.

You may now proceed with your boarding pass to the 'gate' indicated where a customs-official will check your boarding card and identity.

Enjoy your trip!


     > How and when will I receive my travel confirmation and travel documents?

Within one hour of having paid for your reservation, you will receive your travel confirmation by email. Please contact us if you have still not received confirmation by email within 1 hour of completing your booking.

Your travel documents will always be sent electronically to the email address you gave when placing your booking, as of two weeks prior to your departure. If you confirmed your flight less than 2 weeks before travelling, the travel documents will be sent the following day.


     > Which travel formalities should I be aware of?

General

Are you planning to make a trip abroad soon? Then be sure not to forget to check the travel formalities for your destination country and request the necessary documents in good time. The latest information on this can be found at the embassy of the country of destination, or on the website of the Federal Public Service Foreign Affairs.

If you are bringing your pet with you on the trip

Your pet, too, must fulfil the required travel formalities. Ask your vet for information in good time. If you are travelling to a country outside the European Union, you would do best to contact the embassy or consulate of the destination country.

If you wish to rent a car while on holiday

The Belgian driver’s license is not valid everywhere. In certain countries, you can only rent a car if you possess an international driver’s license. Ask the embassy or consulate of the country to which you are travelling for this information.


     > What restrictions are there for liquids in hand luggage?

In accordance with Regulation (EC) 1546/2006, you may take on board all flights departing from European airports (including international flights) in your carry-on baggage liquids, pressurized containers (e.g. sprays), pastes, lotions and other gel-like substances, not to exceed 100 ml per packaging unit. The quantity printed on the container, not the actual contents, will apply. The individual containers must fit fully into a re-seal-able, transparent plastic bag with a maximum capacity of one liter and will be checked at the security counter. Only one bag per passenger is permitted. Special regulations apply to medicines and baby food.

Various non-EU states have introduced the same or similar regulations. Passengers can obtain further information in this respect from your travel agent or the governmental agency in charge.


     > What should I do if I want to change or cancel my flight?

Some tickets are flexible and can be rebooked against a fee and some tickets unfortunately cannot be rebooked. You can find out whether you can rebook your ticket by contacting Thomas Cook Airlines directly: +32 (0)2 400 34 22.

Please be advised that we cannot rebook a ticket that has been booked through a travel agency (including online travel agencies). In this case we would kindly need to ask you to please contact your travel agent directly.

Information concerning a cancellation of reservations can be found in our terms and conditions. Please be advised that the terms and conditions of your travel agency apply if you have not purchased your ticket with Thomas Cook Airlines directly.  

During the flight

 

     > What is included in our in-flight service?

With Thomas Cook Airlines, your holiday begins on the plane. Sink back into your seat, relax and enjoy the flight!

Inspire magazine

Do you just want to daydream about your destination? Or are you homeward bound, just wanting to plan your next vacation? You will find the Inspire magazine in the pouch on the seat in front of you. This inspiring magazine will give you hours of reading pleasure. Immerse yourself in the cool editorials, surprising facts and exclusive competitions. Take your pick from a wide choice of Duty Free goods at extremely interesting prices.

Child friendly

Thomas Cook Airlines never forgets its youngest customers. Children up to the age of 12 year receive a real ‘flying license’ on their first flight (ask for it during your flight). They are also treated to a colouring book and pencils. There are also a few fun cartoons for kids in the free Thomas Cook Airlines in-flight entertainment programme!

You and your babies on our holiday flights

Babies (under the age of 2) travel at a much-reduced rate and are entitled to one 20kg item of checked luggage free of charge. We only charge airport tax. The toilets on our aircraft have changing tables and we have facilities for heating baby food. Your baby will not be given a seat, but will sit on your lap for the flight and can be secured in the special safety belt. Buggies can be taken to the aircraft entrance and are then stored in the hold for the flight.  

After the flight


     > Who can I contact if I have questions after my flight?

For all questions after your flight that are not related to luggage please contact our Thomas Cook Airlines Customer Service department.


     > Travel conditions

You can find our general conditions here.


     > Problems with my luggage

What if my bag is lost or damaged?

If baggage is damaged, delayed, lost or destroyed, the passenger must provide the airline company with written notification to this effect as soon as possible. Passengers whose checked baggage sustains damage must provide written notification to this effect within seven days and fill in a damage report at the airport; if baggage is delayed, written notification is required within 21 days. Afterwards, please contact us.

What’s next?

Should your baggage have not been returned to you within 3 days, we will initiate an extended search. In the case please forward following documents to our Customer Service department:

  • the reference number of your baggage report (PIR)
  • a detailed list of the contents of your baggage
  • your flight ticket

What happens if my baggage could not be located?

Should the search not lead to a positive result, you will be informed in writing and your documents will be submitted to our Customer Service department. You will receive a financial compensation according to the maximum liability.

Who will take over the costs for the repair of my damaged baggage?

When your baggage is damaged you need to fill in a damage report at the airport (DBR, Damaged Baggage Report) and send this to our Customer Service department within 7 days. After verification the Customer Service department will reimburse the costs within the limit of the maximum liability.

Following documents are necessary:

  • the damage report (BDR)
  • your flight ticket
  • the baggage claim tag
  • the receipt for the repair

What can I do if the baggage is not repairable?

Your claim will be settled according to the maximum liability. Please send following documents to our Customer Service department:

  • the damage report (BDR)
  • your flight ticket
  • the purchase receipt or details about age and purchase price of the damaged baggage

Please retain the damaged baggage until final settlement.

What can I do in case something is missing out of my baggage?

Please report the loss in writing to our Customer Service department within 7 days and attach following documents:

  • the purchase receipts of the missing items or details about age and purchase price

Missing items will be reimbursed within the limit of the maximum liability after verification. However, we assume no liability for valuables, jewelry, photo equipment, electronic devices or documents!

     > Right of waiver


The consumer does not have the right to cancel the purchase.

Royal Decree dated 18 November 2002 relating to the exclusion of some agreement at a distance in relation to the execution of services for accommodation, transport, the catering industry and leisure industry, the scope of application of articles 79 and 80 of the Act of 14 July 1991 relating to commercial practices and the information and protection for the consumer.

 

Special requests

     > Can I bring a pushchair or stroller on board?

A pushchair or a stroller can be brought as far as the entrance of the plane and is then stored in the baggage compartment


     > What must I do when I want to bring my pet along?

You can only take a dog or cat.

  • If they weigh less than 6 kg, the number allowed in the cabin will be restricted. The animal must be in a specially designed "cage".
  • Animals weighing more than 6 kg must travel in the baggage compartment.

Please note: a request to transport pets must be submitted to our Contact Center in advance.


     > My child is travelling alone. Who will take care of him/her?

My child is travelling alone. Who will take care of him/her?

  • children under age 5 : may not travel alone
  • children between ages 5 and 12: assistance is obligatory
  • children between ages 12 and 16: assistance is not obligatory

This special assistance is charged. At Thomas Cook Airlines Belgium the fee for this is € 50 per child and per flight. You must provide the name, address and the telephone number of the person taking and collecting the child from the airport.

Please note: a request for assistance must be submitted to our Contact Center in advance.


     > What types of meals are available on board Thomas Cook Airlines Belgium flights?

Beyond the standard meals, the following meals can be requested.


     > What types of medical assistance are available?

Suitable assistance is possible for each situation, for help with this call our Contact Center.

     > Can I board with my wheel chair?

A wheelchair can be brought as far as the entrance to the plane and is then stored in the baggage compartment. Please note that this must be requested in advance by calling +32 (0)2 400 34 22.  

Call us

Need help during your booking?

+32 (0)2 400 34 22
(local call cost)

Available:

Monday - Friday: 8 am – 8 pm
Saturday: 10 am – 6 pm
Sunday: closed
National Holidays: closed