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Frequently Asked Questions:
Important information about your trip:
What is included in the price?
• Accommodation - Prices are shown within the price panel for each property.
For hotels, the price applies to each of the two adults sharing a room. Apartment,
villa and studio prices are based on the maximum number of adults sharing the
accommodation and for fewer adults under-occupancy supplements usually apply
• Meals - If you book full board you will be provided with breakfast,
lunch and dinner; half board usually means breakfast and dinner
• Services of our Thomas Cook Sport Host (if stated on your trip confirmation)
• Return Flights - Price panels show a basic holiday price with a nil
flight supplement. Most other flights carry a supplement, and this must be
added to the basic price. Flight supplements may change per trip.
• Air passenger duty, UK airport taxes and security charges - known at
the time of going to press
• Free luggage allowance of 20kg on Thomas Cook Airline flights (excluding
infants). Excess baggage charges will apply if you exceed your allowance.
• Transport to and from your accommodation in resort - is included if
stated on your invoice/trip itinerary. This will be by coach unless a taxi
transfer is pre-booked or included. (If stated on your trip confirmation).
• Charges for extra security, insurance, aviation and other associated
costs
And what’s extra?
• Holiday Insurance - you MUST be insured
• Flight supplements - where applicable, please also see ‘Your Flight’ section.
• Meal supplements - where applicable are in the price panel
• Bottled mineral water - in some All Inclusive hotels bottled mineral
water does not form part of the ‘unlimited soft drinks service’
•Under-occupancy supplements - for studios, apartments and villas where
applicable are shown in the price panel
• Optional excursions
• Charges made by accommodation - such as à la carte dishes, sunloungers,
sporting facilities, indoor pool, telephone calls, safes, mini-bars and any
other services not shown as being free. There may be a charge locally for infants
for use of services and facilities in the accommodation.
• Locally collected taxes
• Accommodation Deposits - in some cases on arrival at self catering
accommodation you may be asked for a deposit. This is refundable, less the
cost of any damage or loss.
• Excess baggage on coaches and aircraft - excess baggage charges will
apply if you exceed your allowance, and/or you take sports equipment
• In Flight Meals - an in flight meal is not included unless otherwise
stated.
• Credit card charges – there is a 2% charge on all credit card
transactions (up to a maximum of £50 per transaction)
• Possible surcharges - see ‘Surcharges - price increases after
booking’ section
• An additional variable charge depending on destination, may apply. This
is for current and exceptional increases in fuel charges and will be added
to all new bookings.
What about child prices?
Children pay the adult price unless otherwise stated.
Will there be any extra charges before booking?
Please note that prices do not include an additional per person charge
to cover current and exceptional increases in fuel charges. You
should be aware that these charges and costs may change between date
of publication of this document and the time of travel. Furthermore,
although we have included in our prices an extra charge to cover aviation,
insurance and other associated costs, (which have been imposed on airlines
and tour operators following world events of September 2001 onwards)
you should be aware that these charges and costs may change between the
date of publication of this document and the time of travel. Since
all these costs are beyond our control and subject to further changes,
we reserve the right to pass on any additional charges to you and they
will be added and shown separately at the time of booking. We reserve
the right to change prices; price can go up or down. Please therefore
check carefully the total costing, including any additional charges,
with us or your agent/travel club before you book.
Could the price of my trip change after making the booking?
The price of your travel arrangements can be varied due to changes
in: transportation costs e.g. fuel, scheduled airfares and any other
airline surcharges which are part of the contract between airlines (and
their agents) and the tour operator/organiser, Government action such
as increases in VAT or any other Government imposed increases, currency
in relation to exchange rate variations.
In the case of any small variation, an amount equivalent to 2% of
the price of your travel arrangements, which excludes insurance premiums
and any amendment charges, will be absorbed or retained. For larger variations
this 2% will still be absorbed for increases but not retained from refunds.
In either case there will be an administration charge of £1.00 per
person together with an amount to cover agents’ commission. If this
means that you have to pay an increase of more than 10% of the price of
your travel arrangements, you may cancel your travel arrangements and receive
a full refund of all monies paid, except for any amendment charges. We
will consider an appropriate refund of insurance premiums paid if you can
show that are unable to transfer or reuse your policy. Should you decide
to cancel for this reason, you must exercise your right to do so within
14 days from the issue date printed on your final invoice. Whether you
cancel or not you will also be entitled, on the terms set out in respect
of major changes,, to accept an offer of alternative travel arrangements
from us if we are able to do so and compensation as set out in the booking
conditions. Please note that travel arrangements are not always purchased
in local currency and some apparent changes have no impact on the price
of your travel due to contractual and other protection in place.
Will I need to pay a deposit?
A deposit of £50 is payable on all day trips and £150 is payable
on all overnight trips. All deposits are per person. Full payment
is required for all bookings within 8 weeks of departure or where our suppliers
require full payment for the services provided as part of your travel arrangements.
How can I get more information about the destination I am travelling to?
If you wish to purchase further Thomas Cook travel guides, visit
your local Thomas Cook Travel Agent, phone 01733 416477 or order on-line
at www.thomascookpublishing.com
Can I pre book airport parking?
Yes you can! Thomas Cook has negotiated competitive rates for on-site
or off-site parking at 17 UK airports with BCP. Prices start from £21
per week, and include complimentary transfers where the airport terminal
is not within walking distance.
Save time at the Airport Terminal by being met by a BCP Representative
on both your departure and return from/to the UK. Your car will then be
taken to BCP's secure car park nearby and returned to the Terminal at the
end our your holiday. Prices start from only £24.95 return
plus the parking charge.
Available at Gatwick, Heathrow, Stansted and Manchester.
Can I pre book the airport executive lounge?
Yes you can! RELAX in an Airport Executive Lounge and start your
holiday in comfort. From just £15.95 per person you will enjoy
a choice of soft drinks or tea and coffee, alcoholic beverages, snacks,
newspapers and magazines. Generally not available to families with children
under the age of 12.
Health advice when travelling aboard?
What health advice should I take before I travel?
Health facilities, hygiene and disease risks vary worldwide. You
should take health advice about your specific needs as early as possible.
Sources of information include the Department of Health’s free leaflet
Health Advice for Travellers (available by phoning 0800 555 7777), your
General Practitioner or a specialist clinic. Please note that you are strongly
advised against scuba diving for 24 hours before travelling by air.
Travellers’ Health Line: We, in association with the Medical Advisory Services for Travellers Abroad (MASTA) are now able to provide you with up-to-date information for your trip. Telephone 0906 82 24100 for a ‘Health Brief’ which will give you information about the immunisations that you may require, malaria advice, health news and Foreign Office advice. Calls are charged at 60p/min at all times, and normally last about 4 minutes. Be prepared to leave your name, address and journey details. Your Health Brief is sent by first class post.
The Foreign and Commonwealth Travel Advice Unit may have issued information about your holiday destination. You are advised to check this information on BBC2 (ceefax) page 470 onwards or call 0845 850 2829 or visit FCO website www.fco.gov.uk/. Alternatively, you can contact the ABTA Information Department on 0901 201 5050 (calls charged at 50p/minute).
What if I have special travel needs or requirements?
The majority of overseas hotels are not equipped to cater for the
needs of many disabled holidaymakers. Furthermore the natural terrain
and the layout of some resorts can sometimes make life difficult for
wheelchair users.
It is therefore important, if you have any disability, that the appropriate
enquiries are made about the suitability of particular accommodation and
resorts, and that you are fully satisfied you have made the correct choice
before you book and confirm your holiday. Please note: if special arrangements
need to be made for you an extra charge may have to be levied. We cannot
be held responsible if you fail to tell us about special needs/requirements
that will affect the enjoyment of your trip and this means we will not
compensate you.
Fitness to fly: You may need permission to fly from your doctor if you suffer from certain medical conditions, which may mean you also require assistance from the airline. Should you have any concerns about your fitness to fly and you are flying with Thomas Cook Airlines please contact 0870 243 0416.
For customers who require support or advice prior to booking, please contact the Thomas Cook Sport Team on 0870 7520924
Valid documentation for travel
Passports & Visa’s
The following information applies to British Citizen’s holding a
UK passport issued in the UK. Non-British Citizen passport holders or British
Citizens holding a UK Passport issued abroad should contact the appropriate
consulate or embassy for clarification.
Please note, both passport and visa regulations can change and you
should therefore check with your travel agent or the relevant embassy well
in advance of travel. It can often take some time to obtain a visa, so
you are advised to apply in plenty of time.
Your responsibility: It is the responsibility of passengers to ensure they have valid, acceptable passports and any required visa or any other documentation for the travel they are to undertake.. Passengers without the correct documentation may be refused carriage by the airline or entry into any country. Where entry is refused, fines or other financial penalty will be imposed on or by the airline and the passenger(s) concerned will be required to immediately return to their country of departure. Any passenger who travels without the required passport/visa/other documentation is solely responsible for and must immediately pay all fines, surcharges, other financial penalty, costs (including the cost of their immediate return flight) and any other sums of any description which are incurred or imposed by the airline or incurred by ourselves. This will be the case regardless of whether the lack of correct documentation is spotted at the departure airport. We can accept no liability in this situation and no compensation, expenses, refund or other sum will be paid
Validity: A valid passport is essential when you travel abroad. Although your passport has been issued for 10 years (5 years for children) you should note that some overseas countries have an immigration requirement for a passport to remain valid for a minimum period after the date of entry to that country (typically 6 months). If your passport is in its final year of validity, you are advised to check the requirements of the destination before you make your final travel plans.
Apply early: If you need to apply for a passport or renew an expired passport, you should do so well in advance of travel and at least four weeks before. (If you are 16 or over and haven't yet got a passport, our recommendation is that you should apply for one at least six weeks before your holiday. The UK Passport Service has to confirm your identity before issuing your first passport and from October 2006 will ask you to attend an interview in order to do this).
Names: At the time of booking please ensure you supply
your first name and surname, (as they appear on your passport) as both
of these must be stated on your flight ticket. This will reduce confusion
and delays at check-in, especially when travelling to the USA. It
is anticipated that customers could face more queries and delays as more
countries introduce Advance Passenger Information systems. You may
not be able to travel and insurance may be invalid if the name on your
passport and travel documents don’t match.
If, after booking a holiday but before travelling, any member of
your party changes their name, e.g. as a result of getting married, we
must be notified immediately so that we can make the necessary changes
to your holiday documentation.
Children: All children must now hold their own UK passport unless
they are included on a passport issued before 5 October 1998, in which
case they may continue to travel with the passport holder until:
• The child reaches the age of 16; or
• The passport on which the child is included expires; or
• The passport on which the child is included is replaced or an amendment
results in the issue of a new passport
Florida
Passports & Visas: British passport holders
travelling to the USA are required to have individual machine-readable
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.
Under proposed U.S. law, British passports issued on or after 26
October 2006 must contain biometric identifiers in order to qualify the
bearer for visa-free travel under the Visa Waiver Programme (VWP). Passports
issued prior to October 26, 2006 are not affected by this deadline and
continue to qualify the bearer for visa-free travel, so long as the passport
is machine-readable, (and provided no one in your party
has ever been arrested (even if not convicted), or if suffering from a
serious communicable disease). The UK Passport agency is hopeful of being
able to issue passports containing biometric identifiers, by 26 October
2006 however you are advised to regularly check the latest entry requirements
to the USA with the UK passport office and US embassy as passengers must
ensure they can meet entry requirements prior to departure. For
passengers with a machine readable passport issued prior to 1998 who are
travelling after 26 Oct 2006, please consult the relevant authorities mentioned
previously for the latest advice
Advanced Passenger Information System (APIS): From 4th
Oct 05 Tour Operators and Airlines are required to provide details of the
full address of your destination accommodation and country of residence
to the U.S authorities. This is in addition to the completion of the Visa
Waiver form
At the UK departure airport, your passport will be scanned and your
1st night address and country of residence will be confirmed.
On board your outbound flight, you will be issued with a Visa Waiver
form that must be completed before you land in the U.S. The authorities
require you to state in full, your full USA address, including the zip
code. You will find full address details of the accommodation you have
booked in your ticket booklet or on your invoice and it can be reconfirmed
at the UK airport
For seat only passengers, you will be provided with details of a
resort office address in the US for the appropriate tour operator you are
traveling with. .
It is very important that you complete your visa waiver form using
the exact address as displayed on the documentation you receive from your
Airline / Operator. Your Airline or Tour Operator will be providing accommodation
details for all passengers to the U.S immigration authorities after you
have departed to the U.S. This information will be gathered from their
reservations systems. If there are any differences between the Tour Operator /
Airline information compared to what you have written on your waiver form
you may be denied entry into the USA.
Portugal - A minor under the age of 18 travelling to Portugal must either be accompanied by a parent or guardian or carry a letter of authorisation to travel from a parent or guardian. The letter should name the adult responsible for the minor during his/her stay. For the latest advice visit www.fco.gov.uk or contact the Portuguese Embassy.
How can I contact the passport agency if I have any questions?
Further information from the UK Passport Agency can be obtained through
the following means:
Telephone: 0870 521 0410
(Calls charged at national rate)
Website - www.ukpa.gov.uk
Faxback information line: 0901 4700 130
Application forms can be requested by phone or fax:
Telephone: 0901 4700 110 Fax - 0901 4700 120
The following information is designed to help you complete the airport
check-in process as quickly as possible.
If you fail to check in on time, the airline is entitled to refuse
to allow you to board the flight. We cannot accept responsibility if such
a situation arises and, whilst we endeavour to assist in making alternative
travel arrangements to your destination, any cost or loss incurred as a
result will be your responsibility.
When you arrive at the check-in desk for your flight, you will be
asked for your ticket, passport and baggage. If travelling in a group,
please make sure all members of your party are at the desk. Once you have
checked in, you can move through to the departure lounge where you will
find further information, including your departure gate number.
Important Notice: remember no calls will be made for
your flight so please make sure that you are at the departure gate no later
than 45 minutes before your departure time.
Thomas Cook Airlines regulations permit the in-flight consumption
of alcohol purchased from the on-board bar service only.
Passengers that are refused travel will be responsible for arranging
alternative transportation at their own expense.
Security: Please keep your luggage with you at all times. Never carry packages or presents for anyone else. Unattended luggage will be removed and destroyed.
Your Flight
Emergency Exit seats: Please note, for safety
reasons all airlines are unable to allocate seats on emergency
exit rows, to either disabled passengers or children.
Can I fly if I am pregnant?
Pregnancy: 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 doubt, please check with the airline concerned. We recommend
that you also consult your own doctor.
What if some of my luggage is missing or damaged on arrival?
Although handling arrangements at UK departure points are excellent,
there are occasions when your baggage may be delayed. However, if the
recommended insurance is taken, you are covered for emergency purchases.
Can I take Sports equipment with me?
Sporting Equipment: Thomas Cook Airlines can accept
most types of sports equipment - charges apply. All such items
will travel on a weight and space-permitting basis only. You should
also have insurance for these items. If you are travelling with
an alternative airline, please check with the airline concerned.
Carriage of Golf Clubs: some of the airlines we use will agree to carry half a set of golf clubs within your baggage allowance. Thomas Cook Airlines charge for the carriage of golf clubs. With Thomas Cook Airlines Golf clubs are not included as part of your baggage allowance. Charges will also be made by some other airlines for carriage of golf clubs, payable either at the time of booking, or at the airport prior to departure. If you are planning to take golf clubs, please ask your travel agent to contact the relevant airline at the time of booking, and they will be able to provide details of prices. Details must also be given at the time of booking. Golf clubs must be secured in their bag, and as above, carriage will be subject to availability. It is in your interest to have your golf clubs insured. We advise that all courses require official proof of handicap. Car hire: we strongly advise golfers to pre-book car hire. Although public transport/taxis will probably be available from all of our recommended accommodation, arrangement may be costly and/or time consuming.
What can I carry with me and how much luggage can I take?
Hand Baggage: The check-in agent at the airport
will ask you to show your hand baggage. Only one item of hand baggage
is permitted. This should not be over 5kg in weight or bigger
than 43 x 28x 23cm in size. The low dose X-Ray machines used at
UK airports to examine hand luggage will not affect photographic
film. Hold baggage is subject to a higher dose X-Ray inspection
and we suggest therefore that you pack your film in your hand luggage.
Items such as knives, scissors, tweezers and laser pointers may
not be carried as hand luggage. These should be carried as
hold baggage only. Any such items or sharp objects will be confiscated
if packed in your hand luggage.
Hold Baggage: Your hold baggage must not exceed the stated allowance on your ticket. A charge will be made if the stated allowance is exceeded. Baggage allowances range from 15kg up to 30kg. Individual items of luggage must not exceed 30kg for lifting purposes.
Medical Equipment: If you are carrying medical/mobility equipment, you must ensure that you have adequate insurance to cover the items for possible loss or damage.
Valuables: Please remember to pack any valuables including money, credit cards, jewellery, keys and camera equipment in your hand luggage and not in your suitcase.
What else do I need to know about my flight before I travel?
The right is reserved to substitute alternative airlines and/or aircraft at any time. All bookings are subject to the grant of licenses by the Civil Aviation Authority.
Flight supplements: flight supplements are based on a variety of factors. For example, departure point, time and/or date of departure and/or services onboard. We reserve the right to change flight supplements from time to time. Flight Supplements can go up or down. Please check the total costing, including supplements, before booking.
Flight Routing: 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. A non-direct flight may require a change of aircraft en-route while a non-stop flight will take you directly to your final destination airport without stopping.
Safety on Board
Safety: the safety and welfare of passengers is of paramount
importance. While we wish to create a genuine holiday mood, we will deny
boarding or impose additional conditions of carriage on any passenger who:
•is intoxicated and or disruptive.
•found to be smoking on board our aircraft.
•makes an inappropriate remark. Inappropriate remarks are considered as
any comment or statement made by a person, which indicates they may be carrying
a bomb (or other such explosive device), a firearm or weapon regardless of
that person’s intent or reason for making the comment or statement.
Although we want you to start and end your trip on a high note, please make sure that you keep any drinking to a minimum before the departure of your flight. We will deny boarding to any passenger who appears to be intoxicated or whose behaviour we consider to be disruptive.
We realise that some larger passengers, due to their size, often find
that aircraft seat width is insufficient for their needs. For your own
safety and comfort and that of other passengers, you must advise us and
your travel agent/club at the time of booking if you know or are unsure
as to whether the seat size on the aircraft will be sufficient for your
needs. If you do require additional space, then subject to
availability, you can purchase more than one seat located side by side
or if you prefer, a wider seat in an upgraded class (where applicable).
We regret however, that due to additional costs incurred by us, you will
have to pay the full cost of all seats required by you, plus any upgrade
supplement per seat. If you are purchasing extra seats due to your size,
please contact us or your travel agent/club.
Infants do not qualify for luggage allowance
Smoking: please note that whatever airline you fly with, all UK charter airlines have a strict no-smoking policy throughout the aircraft.
Peanuts: Peanuts can be purchased on board Thomas Cook Airlines flights. If you suffer from a peanut allergy, call Thomas Cook Airlines Pre-Flight services on 0870 243 0416 for a peanut-free meal to be requested (provided you are entitled to a meal or have paid for a meal). If you are flying with any other airline, please contact the relevant airline to request any special meals.
Thomas Cook Airlines UK Ltd and other airlines that we may use cannot guarantee to have a peanut-free environment onboard an aircraft and is not able to change or modify the cabin environment by individual passenger request.
What is Deep Vein Thrombosis and what can I do to reduce the risk?
Deep Vein Thrombosis (DVT) is a serious condition where blood clots
develop in the deep veins of the legs. In the event that a blood clot
breaks off from the DVT, it can travel to the lungs causing significant
illness and, on rare occasions, death. Prolonged immobility is generally
thought to be the common underlying risk factor, and thus any travel
involving prolonged immobility can result in deep vein thrombosis (DVT).
Despite this information, it is still unclear how common travel related
DVT really is, what the risk factors are and how it can be prevented.
This advice therefore, seeks to identify those who may be at risk and
how to reduce the potential risk.
The risk of DVT is greater in people:
•over 40 years of age
•who have had blood clots already
•with a family history of blood clots
•suffering from or who have had treatment for cancer
•with certain blood diseases
•being treated for heart failure and re-circulation problems
•who have had recent surgery especially on the hip or knees
•who have an inherited clotting tendency
DVT is also more common in women who:
•are pregnant
•have recently had a baby
•are taking the contraceptive pill
•are on hormone replacement therapy
These groups account for 90-95% of all those who get DV
•consider taking medical advice if you believe you fit one or more
of the above categories of greater risk/or refer to the UK Department of
Health website from which this advice was taken. (http://www.doh.gov.uk/dvt)
•Periodic exercising of the feet and legs, or walking around when feasible,
is advised to reduce the risk
•Elastic stockings may be helpful
•Be sensible about alcohol, which leads to dehydration and immobility
•Avoid taking sleeping pills, which may also cause immobility
The important thing to remember is that the vast majority of air
passengers do not need to take any medication on longhaul flights to prevent
DVT. All air passengers, even those at greatest risk, can reduce the chances
of getting DVT by observing the advice given above.
Seat Pitch: we advise that the distance between the back support cushion of your flight seat and the back of the seat or other fixed structure in front of your seat will not be less than the minimum stated in the UK Civil Aviation Authority’s Airworthiness Notice No.64, issue 2 of the 29th October 2001 (28 inches).
What do I need to know about my accommodation?
Your booking is based on a standard room unless otherwise stated. The
term ‘hotel’ is used to describe various types of accommodation
and does not necessarily distinguish between local classifications such
as ‘aparthotel’, ‘holiday village’, ‘holiday
complex’, ‘hostel’, ‘pension’, ‘estalagem’,
etc. Extra bed for child: in all cases these are only suitable for children
aged 12 and under.
Hotel/Motel chains: sometimes hotels change the
name of the chain through which they are marketed (eg Howard Johnson).
If such a change occurs at your hotel you will only be advised
if we believe it involves a significant change in facilities or
standards.
Your Room - Hotels, motels etc: most American
hotel rooms are equipped with two queen-size double beds, have
air conditioning, private ensuite bathroom with a shower and a
bath and colour TV. These rooms can sleep up to four adults, but
most hotels will allow extra rollaway beds to be put in the room,
if required, for which there is local charge of $5-$15 per night.
If you book a ‘room for sole use’ you will also be
allocated one of these rooms. Compulsory telephone charges may
also be levied for the facility of unlimited telephone calls.
Suites/Junior Suites/Villas: A Suite and Junior
Suite usually contain a lounge/living area. A Suite is likely
to contain a separate sleeping area whereas a Junior Suite the
sleeping area may not be completely separate. Room
layouts can vary by destination. Our descriptions of
Suites/Junior Suites and Villas usually state the number of persons
who can occupy the room type (e.g. 2-4 persons). If there are less
than the maximum number of persons in your own party, the room type may
contain less than the maximum number of beds. Children paying less
than the full cost do not count towards occupancy of the suites/junior
suites or villas.
Rooms in Hotels, Pensions, etc.
A ‘double’ is a room with a double bed. A ‘Twin’ is
a room with two single beds. A ‘single’ or ‘Twin for
sole use’ is a room with one or two single beds. An ‘Austrian/French
bed’ comprises two separate mattresses and bed linen on one large
bed frame and with a common headboard. Single rooms are often smaller,
may not have a balcony and may not be of the same general standard as normal
twin rooms.
A 3 or 4 bedded room is usually a twin room with extra bed(s). This
can make the room cramped in many cases. The extra bed(s) may be of the
folding type so that they can be moved in and out of rooms easily.
Studios - A ‘studio’ is one room living-come-sleeping
accommodation, usually with divan/sofa beds, basic kitchen facilities (usually
two cooking rings & a fridge) & a shower room.
Apartments - An apartment is a self-contained flat with one
or more bedrooms with twin/double beds, basic kitchen facilities (usually two
cooking rings and fridge) and shower room. One bedroom apartments usually have
a separate living area, though in Greece multi-bedroomed apartments may not
have a separate living area. Apartment descriptions indicate the number of
adults who can occupy an apartment (e.g. 2-4 persons). This will not always
mean that at the time of your stay the apartment will contain the maximum number
of beds, if there are less than the maximum number of persons in your own party.
Beds in the living area may be of the folding type or sofa beds.
Please note: Although initially supplied, it is usual in some Greek
studios & apartments for toilet rolls not to be resupplied.
Views: If you would like a specific view, please be aware
that rooms described as having a pool or sea view may not have a full pool
or full sea view because of plants or buildings blocking the view.
What about the meal service?
Providing meals from a self-service buffet is popular in hotels.
We include the most up-to-date information we have about meal service
in our accommodation descriptions, but occasionally arrangements will
change. Breakfast will be of the ‘continental’ type unless
stated otherwise. In certain properties, extended or ‘English’ type
breakfasts are available and may be at an extra charge. Many properties
are not necessarily used to catering for special diets and therefore
if you have particular or specific requirements, you may find that the
choice is limited. As a matter of courtesy to fellow guests, property
owners may require diners to wear long trousers whilst dining in their
restaurants. If this is a concern then please telephone to check for
your individual property’s details. Wherever more than one restaurant
is advertised, meals for bed & breakfast, half board, full board
and All-Inclusive guests will be taken at the main restaurant (usually
buffet-style), unless otherwise stated. Where meals can be taken at alternative
restaurants, a reservation is usually required.
Why are single travellers asked to pay more for their room?
If a single person occupies a double room they will usually be asked
to pay extra (a single supplement). Hotels price their rooms as
doubles and they do not reduce the rates if they are occupied by a single
person. The costs to the hotel of providing the room – heating,
lighting, cleaning etc. are the same regardless of how many people occupy
that room.
Hotel design may mean that single rooms are smaller and may have different
facilities to standard rooms. While there is normally a supplement
for these rooms the overall cost will usually be less than when a single
person occupies a double room.
The prices we charge reflect the costs of under occupancy of the
rooms contracted to us by the hotel, we do not mark up these supplements.
Your accommodation is usually reserved for you from 1200 noon (from 4pm in some areas) on the day of your departure from the UK. However, at some larger hotels, delays may occur with check-in whilst your room is prepared for you. For night flights departing between 0001 and 0400 hours, the day of departure is deemed to be the previous day. In some cases, depending on your flight times, you may arrive in the early hours or during the course of the morning. Your accommodation should be immediately available to you, and in this case this is classed as the first night of your holiday. Rooms are normally vacated at the internationally recognised time of 12 noon on the last day of the holiday. However, there are some areas where a 10am vacating time is operated. On occasions there may be several hours to wait before the departure of your flight home. In such cases a room may be made available for changing and storing luggage. Sometimes hotels will let you keep your room but they are entitled to make a charge. This is not normally possible with apartments. If you are on Half Board, Full Board or All Inclusive it is possible that you may lose a meal owing to your own particular flight times.
Other aspects about my accommodation:
Some properties have individual air conditioners located in either the bedroom or the living area, allowing you to adjust the atmosphere to your own liking. In some descriptions we have indicated that there is centrally-controlled air conditioning. This means it is operated at the discretion of the management, both in bedrooms and public areas. In such cases air conditioning may be restricted to particular times of the day and to the hottest months of the summer. There may be a local charge for air conditioning in some rooms.
Certain accommodation featured in this brochure is operational all year round. From time to time it will be necessary for certain facilities to be withdrawn for general maintenance purposes. Water and electricity suppliers may be interrupted whilst this essential maintenance is undertaken.
We do not have exclusive use of all properties. It is possible, therefore,
that there may be guests from other countries and of mixed age groups at
your accommodation.
Many hotels we feature do operate corporate conference facilities
and there may be occasions where business meetings are taking place during
your stay.
As many hotels we feature have satellite TV shown in rooms, we recommend that you use the same care and supervision with children watching TV, as you would at home. Some channels may be of an adult nature. There may also be limited numbers of English-speaking channels.
Please note that in each property description we state the maximum number
of occupants a room or apartment can accommodate; this number includes
infants. For any bookings made which exceed this stated maximum and for
which we are advised cannot be accommodated, we reserve the right to pass
on the cost of any additional/different rooms/apartments required to accommodate
the booking.
There may be a charge locally for infants for use of services and
facilities in the accommodation.
Your health and safety is of paramount concern to us, especially if children
are involved, and we want to make sure you have the best holiday possible.
It is appropriate, therefore, that we bring to your attention the need
to be careful and to take necessary precautions whilst overseas.
We employ a full time Health and Safety Team whose single role is
to actively monitor hygiene and safety standards in all our hotels and
apartments. We also employ the services of totally independent British
Health and Safety Inspectors who regularly visit our overseas destinations
to ensure that all reasonable safety precautions are in place. But we also
need your help and co-operation, and that is why we provide you with information
on:
Balconies, fire, child safety, personal safety, road safety, stomach
upsets, swimming pools
It is most important that on arrival you familiarise yourself with
this information, because not only do we want you to have a great holiday
but we want you to have a safe holiday.
Swimming pools and water features: some of our hotels
and apartments welcome local people and other holidaymakers not residing
at the property to use the swimming pool and facilities within the accommodation.
This can lead to pool areas becoming busy at times, for example sunbathing
space and available sunloungers may become limited. Please make use of
the pool shower facilities before swimming – this helps to prevent
any potential infections and helps to keep the pool clean.
Whilst some of our hotels and apartments have water features, such
as slides or flumes, which may appear in our photography, generally we
do not recommend these are used. Please ask your Thomas Cook Representative
for the latest advice. It is possible such features may have been replaced
or removed since the photography was taken.
Although the accommodation featured does operate to its own country’s standards, regrettably the safety standards and regulations overseas may not be of the same level that we enjoy in the UK. For instance, the design and height of balconies may differ and swimming pools may not be provided with a dedicated lifeguard. We recommend you familiarise yourself with pool depths and the layout of the pool before entering it. Please exercise caution before entering the sea as the seabed is not even and changes in depth. The sea is capable of springing surprises and we have not inspected the beach or seabed for its safety. Children must be supervised by you at all times near water or in unfamiliar buildings and surroundings. The setting and enforcement of local regulations is a matter for the Authorities of the country and the foreign supplier of the services concerned. We are working with hoteliers to improve standards wherever possible. However, we would ask that you take all reasonable precautions to protect yourself and your party whilst on holiday. In particular you should familiarise yourself with fire procedures, the swimming pool(s) area and any unfamiliar cooking appliances. Our overseas staff will endeavour to make you aware of any safety information relating to your resort or accommodation.
If there is a specific problem affecting your accommodation, you should report this to the accommodation staff, and if necessary to our appointed representative, who will do his or her best to help sort things out. Insects – ants, mosquitoes and cockroaches for example – are common in hot countries. They are usually harmless, and they do not mean your accommodation is dirty or unhygienic, but obviously the sight of such creatures can be off-putting if you are not used to seeing them.
Will there be a Thomas Cook Sport Host available?
Our Hosts are always on hand to help sort out any particular problem
whilst on a trip. If you have a complaint they will need to know about
it and will do their best to solve the problem on the spot and minimise
any inconvenience. This will also help us to improve any future trips
for all our customers.
There may be times when the Thomas Cook Sport Host is unable to solve a particular problem immediately. While appreciating that this may be upsetting for customers, Thomas Cook does expect them to behave in a reasonable manner towards its staff. Consequently, should any customer act in a threatening or intimidatory manner towards Thomas Cook staff, we shall have no hesitation in taking appropriate legal measures.
In low season, resorts can be quiet with some facilities in limited supply, whereas in high season the resort is sure to be full, with facilities in full swing. However, there may be occasions where hoteliers or providers of services withdraw a facility temporarily or otherwise due to lack of demand, especially at the start and end of season.
Some of the destinations that we may visit are still being developed and even in more established resorts there is often a possibility of building work taking place. If in our opinion this is likely to affect your booked accommodation, we will tell you at the time of booking or, if you have already booked, you will be contacted before departure if there is time. Please refer to the Booking Conditions, section ‘Circumstances beyond our control’ for more information.
Please note that areas surrounding your trip accommodation do not form
part of your package and have not been inspected. These include for example
the sea, beaches, roads and mountains. You are responsible for taking reasonable
care for your own safety and the safety of your party.
Local events, religious festivities and public holidays are likely
to influence the provision of services and facilities within the hotels
and around holiday resorts at certain times.
What if I want to drive abroard?
Sporting activities
We would ask that you take all reasonable precautions to protect
yourself and your party whilst on holiday and would recommend that you
only use companies who demonstrate good safety practices. You should
ensure watersports and other similar sporting activities you wish to
take part in are covered by your own holiday insurance. Some activities/watersports
may be considered to be hazardous pursuits by some insurance companies
For some suppliers that we use, including hotels and apartments, for your information we may have shown their own website address. The inclusion of such a website address does not indicate any recommendation or approval by Thomas Cook for any service advertised on such a website. Thomas Cook makes no guarantee or promise regarding the accuracy of any information contained on such websites or about the standard and suitability of such services. Except as provided for in our Booking Conditions in connection with services booked by you as part of the holiday package purchased in the UK, we shall not be liable for any loss or damage of whatever nature which may arise as a result of material contained in such websites.
We will provide your personal information as well as any personal information you provide in relation to the persons whose arrangements have been requested by you, to suppliers and carriers that might be located outside the UK and/or EU, to enable the operation of the service requested by you. If you make special requests, which include, but are not limited to, special dietary, religious or disability related requirements, which constitute sensitive information, the relevant data will also be passed to the relevant suppliers and carriers to enable provision of the services to you and where required match organiser, police, security services and/or immigration authorities UK or overseas and any other government or regulatory body or authority. You should note that the transport provider, insurance company and or any of these other bodies, may be located outside the UK/EU in a country which does not provide the same level of data protection as the UK.
Thomas Cook Retail Limited trading as Thomas Cook Sport is a member of
ABTA with membership number J8601. As such we are fully bonded according
to ABTA’s rules and abide by ABTA’s code of conduct.
In order to ensure that the monies you pay for your holiday are protected
we will issue a confirmation invoice showing the details of the services
that you have booked including the price and the amount of money paid by
you.
You should check these details carefully and contact your travel
agent or us immediately if there are any discrepancies.
Please go to www.abta.com for a copy of the Guide to ABTA’s Scheme
of Financial Protection.
We also hold an ATOL with number 0020. IN the unlikely event of our
insolvency, the CAA will ensure that you are not stranded aboard and will
arrange to refund any money you have paid to us for an advance booking.
For further information, visit the ATOL website at www.atol.org.uk
To ensure we consistently deliver excellent customer service, telephone calls to Thomas Cook's UK offices are recorded.
