Something for every sports fan - indulge your sporting passion with our wide range of experiences at all the best UK's and Worldwide sporting events.
Packaged to make your experience complete we first of all make sure you get there and then have somewhere great to stay.
As official travel partner to most of the biggest and best sporting clubs & events, you'll have peace of mind that the ticket in your hand is official. (*where included)
Thomas Cook Retail Limited acts as booking agent for Thomas Cook Sport. Registered Office: The Thomas Cook Sport, Westpoint, Peterborough Business Park, Lynch Wood, Peterborough,PE2 6FZ Registered in England and Wales No. 102630 © Thomas Cook 2015..
WHEN YOU MAKE A BOOKING WITH US, YOU'RE ENTERING INTO A CONTRACT WITH THOMAS COOK TOUR OPERATIONS LIMITED, TRADING AS THOMAS COOK SPORT. THESE ARE THE TERMS AND CONDITIONS OF THAT CONTRACT, SO PLEASE READ THEM CAREFULLY.
Our company details: We are Thomas Cook Tour Operations Limited, an English company registered under company number 3772199 with our registered office address at Westpoint, Peterborough Business Park, Lynch Wood. Peterborough, PE2 6FZ.
In these booking conditions, when we use the words "we" "us" or "our", we mean Thomas Cook Tour Operations Limited. When we use "you" or "your", we mean the person who made the booking with us (the 'Lead Name' as described in section D, paragraph D2).
These conditions are all concerned with arrangements you make for travel to sporting events such as football, rugby or tennis matches (we'll use the term "Event(s)" to refer to these). You must appreciate that our legal liabilities to you relating to travel/tourist arrangements (the "Arrangements") are very different to our legal liabilities to you in relation to Events. All these liabilities are detailed below. However, we want to emphasise from the start as clearly as possible that Thomas Cook has no control of or involvement in Events and Thomas Cook can't have any responsibility to you for anything which goes wrong with an Event, such as a cancellation or a postponement.
ABTA Code of Conduct: We are a member of ABTA (number V6896), the UK's largest travel association and these Booking Conditions comply with the ABTA Code of Conduct.
Which Laws Apply To This Contract? : Your contract with us is subject to English law. If you want to take legal action against us, you can only issue that legal action in a court in England or Wales, unless you live in Northern Ireland or Scotland, in which case the courts of Northern Ireland or Scotland (as appropriate), can deal with any disputes.
Different Terms & Conditions For Different Types of Travel Arrangements: SECTION A details the conditions, which apply if the purpose of your Arrangements is to attend an Event or you are booking an Event through us. If you've booked a package with us (as defined by the Package Travel, Package Holidays and Package Tours Regulations 1992), SECTION B of these booking conditions apply and refer to that type of booking as your "Package". However, if your booking is not a Package but one where you've booked individual Arrangements or the Arrangements will cover less than 24 hours ("Day Trips"), or comprise of an Event ticket and hotel accommodation, the conditions in SECTION C, and not Section B will apply. SECTION D details the terms, which apply to any type of booking.
Our third party suppliers also have their own terms and conditions ("Suppliers' Conditions"). They govern the services they provide and you'll be bound by these, even if you have a contract with us. In the event of any conflict between a supplier's terms and conditions and these booking conditions, the supplier's term or condition that conflicts with ours will take precedence, unless it is deemed under English law to be invalid or unenforceable, in which case the relevant term or condition in our booking conditions will prevail. Some of our suppliers' conditions may limit or exclude their liability to you and, because they'll apply to your contract with us, may also limit or exclude our liability to you. Suppliers' terms and conditions are often subject to international conventions too, which limit their (and our) liability. You can get copies of the relevant supplier's terms and conditions if you ask us.
We've split our booking conditions into the following sections:
A. EVENTS AND EVENT TICKETS
B. THOMAS COOK SPORT PACKAGE
C. INDIVIDUAL ARRANGEMENTS, DAY TRIPS AND/OR TICKET & HOTEL BREAKS
D. ALL BOOKINGS
When we book an Event ticket for you, our responsibility is limited to the arranging of the tickets. We don't have any responsibility for the supply, provision or conduct of the Event itself, and those responsible aren't our suppliers. The tickets may contain important information and conditions, which you must read carefully. Tickets are non-transferable unless otherwise stated. Unfortunately, whilst rare, Events can be cancelled, postponed, rescheduled, abandoned or curtailed at short notice or even without notice. We make every effort to get and pass on to you up to date information about Events, players and tour leaders/celebrities. This information is based on details supplied to us but we can't guarantee its accuracy or that changes won't occur. The cancellation or alteration of an Event, the non-appearance of a player or advertised tour leader/celebrity or other changes are entirely outside our control and outside our contractual responsibility and we can't accept any responsibility for them. No refund or compensation or other sum will be paid by us.
We can't therefore accept any responsibility or pay any refund, compensation or other sum for any changes in or cancellation of any advertised or confirmed programme or itinerary, even where this involves the cancellation of an Event, which may have been your main reason for making your booking. We'll always do our best to find a suitable alternative, but can't promise to be able to do so. If however, we obtain a refund from the organiser, this will be passed on to you.
If you purchase ticket(s) for an Event other than through Thomas Cook Sport, we accept no liability for the validity of any ticket(s) you buy. If you've purchased arrangements through us but a ticket separately and the Event is cancelled or rearranged, if we're able to change our services to coincide with the re-arrangement of the Event we'll inform you of the changes and any addition or reduction in costs that may apply. In some cases we'll not be able to alter Arrangements and we'll continue to supply the original Arrangements, which we've agreed to supply you. This applies even where there has been the cancellation of an Event, which may have been your main reason for booking.
In addition to the above, please also note the following important information:
A1. Venue Admission and Facilities Admission to venues is controlled by the Event organiser, venue officials and/or the police. Where we provide you with a ticket for an Event, our responsibility is limited to the provision of the ticket itself and this doesn't guarantee your admission to the venue. Your actions or behaviour or the behaviour or actions of others may result in you being denied entry to the venue. Such circumstances are beyond our control and we accept no responsibility if this happens. We accept no liability whatsoever for either the quality of any Event or venue facilities, or for any injury sustained in the venue or in the vicinity of the venue or during the Event (except where such injury is caused by our negligence).
Venue and Ticket regulations apply which will be stated on your ticket or available on request from the Event organiser. Security for entry to venues may be strict. You'll need to allow a time to go through the security arrangements, which, depending on the Event, may involve baggage checks and/or screening.
A2. Replacement Tickets Event organisers, clubs, venues or Thomas Cook Sport won't issue duplicate/replacement tickets. Thomas Cook accept no responsibility for lost or stolen tickets.
A3. Club/Association Membership Requirements The issuing of Event tickets may be restricted to supporters who satisfy certain eligibility criteria as determined by clubs or associations connected with the Event. We don't determine your eligibility for tickets but we've the right to refuse to accept a booking or cancel a confirmed booking where you've failed to comply with any club/association membership requirements advised to us by the club/association. Cancellation can be made any time up to the Event and any refunds will be at the discretion of Thomas Cook Sport depending on whether Thomas Cook Sport have incurred costs in relation to the booking.
A4. Use of Event Tickets For some Events, the Tickets we sell are for seats within a specific area/location of the venue for supporters of a designated team/club. Where this applies details will be advised at the time of booking. In these cases, Tickets aren't for use by supporters of the opposing team/club. Your booking is subject to cancellation if you're found to have breached these rules in advance of your attendance at the Event, or, you'll be subject to eviction from the venue if you're found to breach these rules at the venue itself. Where we sell Event tickets in combination with transport or accommodation (such as a 'Match Break'), it's a condition of sale that the transport / accommodation is used and the Arrangement isn't purchased for the sole purpose of using the Event ticket. We reserve the right to withhold issuing the Event ticket if the transport or accommodation isn't used.
A5. Re-Sale of Event Tickets Event tickets purchased through Thomas Cook Sport are strictly subject to the Event organisers terms and conditions. The re-sale of Event tickets may be prohibited by the Event organiser, and in some cases, re-sale may even be illegal. You're advised to seek permission from the Event organiser before attempting to re-sell any Event tickets.
The terms set out below, together with the terms set out in section D, apply when you book a Package.
B1. Price Changes After Booking (Surcharges) Changes in transportation costs, including the cost of fuel, dues, taxes or fees chargeable for services such as landing taxes or embarkation or disembarkation fees at ports and airports and exchange rates mean that the price of your Package may change after you've booked. However there'll be no change within 30 days of your departure. We'll absorb and you'll not be charged for any increase equivalent to 2% of the price of your Package, which excludes insurance premiums and any amendment charges. You'll be charged for the amount over and above that 2%, plus an administration charge of £1.00 per person (or Euro equivalent) together with an amount to cover agents' commission. If this means that you've to pay an increase of more than 10% of the price of your Package (excluding insurance premiums and amendment charges), you'll have the option of accepting a change to another Package if we're able to offer one (if this is of equivalent or higher quality you'll not have to pay more but if it's of lower quality you'll be refunded the difference in price), or cancelling and receiving a full refund of all monies paid, except for any amendment charges.
We'll consider an appropriate refund of insurance premiums paid if you can show that you're 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. Should the price of your Package go down due to the changes mentioned above, by more than 2% of your Package cost, then any refund due will be paid to you. However, please note that Package aren't always purchased in local currency and some apparent changes have no impact on the price of your Package due to contractual and other protection in place.
B2. Changes Made By Us Before The Start Of Your Arrangements Sometimes we'll have to change your Package. Significant Changes: If any change will have a significant effect on your Package, we'll tell you about it before you travel (if there is time). The sort of significant changes we'll tell you about include:
If you don't want to accept a significant change, which we'll tell you about before the start of your Arrangements, we'll, if we're able to do so, offer you an alternative Package of equivalent or closely similar standard and price at no extra cost, or a less expensive Package, in which case we'll refund the difference in price. If you don't wish to take the alternative we offer you, you can choose a different Package offered for sale by us and pay, or receive a refund of, any price difference. Or, if you prefer, you can cancel your Package and receive a full refund of any money you've paid to us, except for any amendment charges. We'll consider an appropriate refund of insurance premiums paid if you can show that you're unable to transfer or reuse your policy.
Unless the change is as a result of circumstances listed in section D9 below headed 'Circumstances Beyond our Control', we'll pay you compensation as shown in the table below. If you accept the significant change or amend to a different Package offered for sale by us you'll receive compensation as per Option 1 in the table below. If you reject the significant change and cancel your booking you'll receive compensation as per Option 2. The amounts in the table are by way of guideline only and may in appropriate circumstances be increased.
|Period of notice we give you or Your travel agent before departure||Compensation* for each full fare paying passenger|
*Compensation for departures will be paid in the equivalent Euro (€) value to the amounts in the table.
Other Changes: Any change which is not deemed to be significant, as outlined above, will be classed as a minor change. We'll try to tell you about a minor change before you travel but we won't pay any compensation for a minor change.
B3. Transport Delays Transport delays sometimes occur. We work closely with the transport operators and overseas offices to make sure any delay is as short as possible. When a delay occurs we'll try to make sure refreshments or meals are provided when appropriate. We'll not do this ourselves as such arrangements will normally be the responsibility of the airline/train operator. If you've taken out our recommended holiday insurance or a comparable policy you should've cover against delays.
B4. Our Liability to You (i) We have a legal duty to use reasonable skill and care in providing the services and facilities that form any part of your Package arrangements, or in arranging for third party suppliers to provide those services and facilities. In addition, we're also liable to you under the Package Travel, Package Holidays und Package Tours Regulations 1992 for any failure by us or any of the suppliers we use to perform a service or provide a facility which forms part of our contract with you for a Package. If we comply with any applicable regulatory or legal requirements (such as, for example, those of the Civil Aviation Authority) that will mean we and our suppliers have properly performed our obligations to you under our contract with you. Taking reasonable skill and care doesn't necessarily mean we have to comply with each and every local law and regulation particularly where these impose absolute obligations. You must show that reasonable skill and care hasn't been used by us or our supplier if you wish to make any claim against us.
(ii) For claims which do not involve death or personal injury, if any part of your Package is not as described by us in our Package contract with you, we accept liability and we will pay you reasonable compensation, in each case subject to all the exclusions and limitations set out within this section B4 and section D paragraph 11 (titled International Conventions) but the maximum we'll pay you in any circumstances is twice the price of the Package. This maximum will only be payable when every aspect of your Package has gone wrong and you have not received any benefit from your Package. Any sums received by you from suppliers will be deducted from any sum we pay to you as compensation.
(iii) For claims which involve death or personal injury resulting from an activity forming part of your Package (excluding Resort Booked Excursions - see paragraph entitled 'Excursions' in section D14), we have liability and we will pay you reasonable compensation, in each case subject to all the exclusions and limitations set out within this section B4 and in section D paragraph 11 (titled International Conventions).
(iv) We do not accept liability for any claim, even if it relates to death or personal injury, where that claim arises from any cause that is not due to any fault on our part or that of our agents, subcontractors or suppliers because it is due to your fault, or it is due to the fault of someone not connected with the performance of the Package contract and is unforeseeable or unavoidable; or because the claim arises from unusual or unforeseeable circumstances beyond our control, the consequences of which could not have been avoided even if all due care had been exercised, or the claim arises out of an event which neither we, nor our agents, subcontractors or suppliers could have foreseen or prevented.
(v) You agree to assist us in recovering from any third party any sum which may compensate us for any sums we pay you. In particular, you're obliged to assign to us any rights that you may have against any other person whose acts or omissions have caused or contributed to our legal liability to pay you compensation. You must also provide us with all assistance we may reasonably require to obtain reimbursement from any third party.
(vi) Should you become ill while on Package, you must consult a local doctor and, in addition, report your illness to our representative (if we provide a rep service) or via our contact details as shown on our travel documentation. You should also consult your GP upon your return to the UK. Should you then wish to make a claim against us as a result of that illness, you must provide us with full details of both the local doctor you saw and your GP, together with written authority for us to obtain a medical report from both those doctors.
(vii) If, during your Package, you or any member of your party suffers any difficulty through misadventure as a result of any activity which doesn't form part of your contracted Package arrangements, we'll offer you prompt assistance. This assistance may include our making a contribution towards your initial legal costs in taking action against the person(s) responsible but only if you request this within 90 days of the incident in question. All assistance (financial or otherwise) is subject to our reasonable discretion and a maximum total cost to ourselves of £1000 per booking. If you're entitled to have any costs and expenses arising from such an incident met by any insurance policy or if you obtain a costs order against anyone in relation to the incident, you must repay to us the costs and expenses we incur in assisting you.
(viii) Other than as set out above, and as is detailed elsewhere in these booking conditions, we shall have no legal liability whatsoever to you for any loss, damage, personal injury or death which you suffer arising directly or indirectly from any aspect of your Package.
(ix) If you want to make a claim against us, you must follow the procedure set out in section D, paragraph 15 entitled "If You Have A Complaint".
B5. Airline Collapse In the unlikely event that the airline with which you're travelling ceases to trade whilst you're abroad, you must contact us at the earliest opportunity to allow us to seek to find you an alternative return flight. We shall not be liable for any costs you incur in making your own return flight arrangements if you've not given us the opportunity to arrange an alternative flight home for you.
Where you choose to book individual Arrangements, and/or where the Arrangements you book cover a period of 24 hours or less ("Day Trips"), or involve accommodation and an Event ticket (sometimes referred to as "Match Breaks") the conditions which particularly apply to such a booking, are detailed below and in section D.
C1. Price Changes After Booking Price increases may occur any time prior to departure, you'll be liable to pay any such increases in full. If, before you book, we know of circumstances that may cause an increase in the price of your booking after you've paid, we'll attempt to provide details to you. For example, this may include extra costs associated with repositioning aircraft or changes in supplier costs advised at short notice.
C2. Our Liability to You Our obligations under our contract are limited to using our reasonable skill and care to arrange for the provision of the transport services and/or accommodation included in your booking by independent third parties. We have no responsibility or liability for the provision of the actual transport services, accommodation or the Event or for the acts or omissions of the transport/accommodation provider concerned or any of its/their employees, agents, suppliers or subcontractors. The transport provider's conditions of carriage will apply to your contract (see 'Suppliers Conditions' at the start of these booking conditions). We aren't an airline or air carrier, or train, coach or ferry operator and don't enter into a contract for carriage with you. We don't provide or undertake to provide any transport services; we simply agree to arrange these where included in your Arrangements. Except in the case of death or personal injury caused by our negligence, our maximum liability if we're found to be at fault in connection with our contractual obligations to you is limited to twice the cost of your confirmed booking. However, in the event that we're found liable in relation to any transport services or for any transport provider's acts or omissions in any respect or on any basis whatsoever, the maximum amount we'll have to pay you will be limited to the maximum amount the transport provider would've to pay you in accordance with applicable International Convention(s) or Regulation(s) as stated in section D paragraph 11 below titled 'International Conventions'.
When making any payment to you, we're entitled to deduct any money, which you've received or are due to receive from the transport provider for the complaint or claim in question.
C3. Changes Made By Us Before The Start Of Your Arrangements Sometimes we'll have to change your Arrangements. Significant Changes: If any change will have a significant effect on your Arrangements, we'll tell you about it before you travel (if there is time). The sort of significant changes we'll tell you about include the following:
If you don't want to accept a significant change, which we'll tell you about before the start of your Arrangements, we'll , if we're able to do so, offer you an alternative Arrangement of equivalent or closely similar standard and price at no extra cost, or a less expensive arrangement, in which case we'll refund the difference in price. If you don't wish to take the alternative we offer you, you can choose a different Arrangement offered for sale by us and pay, or receive a refund of, any price difference. Or, if you prefer, you can cancel your Arrangement and receive a full refund of any money you've paid to us, except for any amendment charges. We'll consider an appropriate refund of insurance premiums paid if you can show that you're unable to transfer or reuse your policy.
Unless the change is as a result of circumstances listed in section D9 below headed 'Circumstances Beyond our Control', we'll pay you compensation as outlined in the table contained in section B2.
C4. Minor Changes By Us Before The Start Of Your Arrangements Any change which isn't deemed to be significant, as outlined in the section entitled 'Changes made by us before the start of your Arrangements', will be classed as a minor change. We'll endeavour to tell you about a minor change before your Arrangements commence however, we'll not pay compensation as a result of this change. When you book a football 'Match Break', accommodation will be reserved for you on either the night before or the night of the scheduled date of the fixture. Where a weekend (Saturday or Sunday) fixture is rescheduled for any reason whatsoever to a different kick-off time on the same weekend (Saturday or Sunday) , we'll offer you the option to change the night of your accommodation booking to coincide with the fixture change, subject to availability with no amendment fees. If a mid-week (Monday-Friday) fixture is rescheduled for any reason whatsoever to a different kick-off time within 36 hours of the previously confirmed time we'll offer you the option to change the night of your accommodation booking to coincide with the fixture change, subject to availability with no amendment fees. If the price of the new arrangements is higher, this must be paid by you, if lower, we'll refund you the difference in price. This change doesn't constitute a significant change and no refund will be payable if you cancel your Match Break.
D1. Accuracy of information & advertised prices
Descriptions: Descriptions of accommodation, destinations, facilities and services we provide are based on information obtained from our suppliers. Sometimes the facilities described will be withdrawn for reasons such as maintenance, bad weather or lack of demand from guests. Where our suppliers advise us about significant changes to descriptions or about the withdrawal of any significant facility, we'll will tell you as soon as possible. Some activities or facilities, may not be available when you travel. There may be a charge for some facilities, for example, mini-bars, safety deposit boxes and air-conditioning. In some places there's is a possibility you'll will be disturbed by noise from less considerate groups, so please bear this in mind when choosing your destination and accommodation. Any transfer times we quote are approximate and, depending on circumstances, the journey time to your destination may be longer. Advertised Prices: All Events and Arrangements we advertise are subject to availability. We reserve the right to vary prices according to the demand for our Arrangements. Prices you may have seen on our promotional adverts, brochures or e-mails are subject to change. When you make a search on our website for specific Arrangements, our website will then check the live availability and price, therefore please allow for changes to occur before your final price is confirmed. Mistakes or computer errors occasionally occur, so if any price on our web site or booking system is obviously wrong, then any booking made based on that price won't be valid, and we'll be entitled to cancel it and give you a full refund. All prices can change (up or down) at any time before a booking is made.
Local Charges: Charges may be made for services at hotel, in cities and resorts for certain facilities/activities such as safety deposit boxes, laundry services, mini bars, air conditioning, departure taxes, city taxes etc.
D2. Making a Booking and Paying
Applications: For some arrangements, we may allow you to advance register or apply to make a booking. You will be required to enter your card details at the time of booking and authorise for the payment to be taken in due course. This doesn't guarantee we'll confirm your booking, only that applied for a booking to be made and accept our terms and conditions. We may change or withdraw the arrangements during the registration/application period in which case we'll offer you a refund of any deposit paid.
On Request Bookings: Some arrangements will be booked on a request basis to allow us to check that the request you have made is available and at the advertised price - you may be required to sign and return our booking form and a deposit may be payable. This doesn't guarantee we'll confirm your booking, only that you've made a request for a booking to be made and accept our terms and conditions. We may change or withdraw the arrangements during the registration/application period in which case we'll offer you a refund of any deposit paid.
The Lead Name & Their Responsibilities: The person who instructs us to make the booking, who signs the booking form (if booking with a travel agent) or who completes the booking online or by telephone is the 'Lead Name'. He or she must be 18 years of age or over at the time of booking. The Lead Name is the person who is entering into the contract with us. By making a booking, the Lead Name is agreeing to these booking conditions (which include the information in the Holiday Information pages). The Lead Name is the person responsible for paying the total booking price, including any insurance premiums and subsequent cancellation or amendment charges that may be payable - even if any of the other people travelling on the booking fail to pay their share of the price. The Lead Name agrees to provide all those who are named as passengers on the booking with accurate and full information regarding the travel arrangements booked, including any changes made to those arrangements by us or the Lead Name, and confirms that all those named passengers, including any that may be added at a later date, agree to be named on the booking and agree to be bound by these booking conditions. When a booking has been confirmed by us, only the Lead Name can cancel or amend the booking. However, in the case of the death or serious illness of the Lead Name we'll accept a written instruction to cancel or amend signed by another person named on the booking.
Paying For Your Booking: Payment terms may vary depending on the arrangements you book and the time in which you book. We may, depending on the suppliers we use, require a deposit at the time of booking followed by full balance payment by a specified date. In other cases we may require a set number of instalments to be paid before the final balance. For some bookings, particularly those made close to departure, full payment will be required at the time of booking. You'll be advised at the time of booking what payment is required for the arrangements in question. Please note failure to pay on time will result in cancellation and we'll retain any money you've paid up to that point. If you're purchasing a travel insurance policy through us, the premium for this will also be payable at time of booking.
Method of Payment: We accept all major credit cards and debit cards. Customers choosing to pay by credit card will be subject to a credit card handling fee of which will be advised at the time of booking.
Special Requests: If you have a special request for something that is not automatically part of your booking (e.g. quiet room, low floor room, vegan meal on the flight, etc), please make the request at the time of booking. We will pass your request on to the relevant supplier to ask if they can provide what you want. Special requests are not guaranteed to be met - even if we've made a note of your request on your invoice. That just means we've received the request and have passed it on to the supplier. We will not pay compensation for failing to meet a special request unless we've confirmed separately in writing to you that the request will be met.
D3. Confirming your contract with us Once you've booked we'll issue a confirmation invoice setting out the travel details and price. A contract will exist between you and us when we issue the confirmation invoice. Please check the details on your confirmation invoice carefully. If you have any questions, or anything does not appear to be right, you must contact our reservations staff or your travel agent, immediately. As mentioned above, pay particular attention to the date your final payment is due as we may cancel your booking if you don't make your final payment on time. If we do this we'll keep your deposit.
D4. How will we contact you after your booking is confirmed After booking we will communicate with you primarily by e-mail unless you have not provided us with an email address; we will then communicate with you by post or by telephone. We may also contact you by telephone. If you book via an agent, , all communications will be sent to your agent who will pass them on to you. By making your booking or enquiry online or otherwise providing us with an e-mail address, you authorise us to contact you in relation to your booking or enquiry using the e-mail address you've used to contact us or which you've otherwise provided. You must accordingly check your e-mails on a regular basis, especially in the days leading up to the Event and if a change to an Event (including the date/time of an Event) is publicised. Short notice alterations or cancellations can sometimes occur and when we communicate any change to your booking, we'll require a prompt response from you, particularly if any such change isn't acceptable to you. Not all communications can go by e-mail. We may also contact you by post or by telephone if, for example and for whatever reason, we've difficulty contacting you by e-mail.
D5. Insurance It's a condition of our contract with you that you've suitable insurance cover for all bookings, which involve overseas travel. Even where you book a domestic arrangement we strongly recommend you arrange appropriate cover. Where insurance is obligatory, you must if requested by us provide us with the name and address of the insurance company from which you've purchased suitable alternative cover. If you purchase Thomas Cook insurance and decide that the cover provided doesn't meet your specific requirements, you may return the certificate to us within 14 days of purchase and a full refund of the premium will be made to you provided you've not travelled and haven't made or are intending to make an insurance claim. If you cancel your Thomas Cook insurance, you must immediately arrange for alternative cover.
D6. Changes you make before your Arrangements commence If you want to change the arrangements you've booked in any way, we'll try to help you, although we can't guarantee that we'll always be able to do this as changes are subject to availability at the time and to our suppliers and the Event organisers terms and conditions. In some cases where Event tickets are included in your Package, any restrictions on the transfer of Event tickets to another person may also mean you're restricted from changing linked Arrangements. Please note that typically changes to transport and Event tickets are very restrictive. Where we can make a change, we'll charge for any additional services, facilities, or other items changed, at the price, which applies on the day the change is made. In addition, we'll also apply charges for each person on the booking and for each item you want to change as shown in the table below. Any booking discount you may have received at the time the original booking was made, may be altered or reduced whenever changes are made. If you've paid supplements for accommodation and the number of people in your accommodation changes, you may have to pay extra and may lose any free or reduced infant and child places or any free group places. And remember any change to your booking (such as, departure date, airport, accommodation, or length of stay) has to apply to all members of your booking. Changes to dates, destination and accommodation can't be made within 14 days of the start of your arrangements and full cancellation charges will apply - see 'Cancellation By You'.
The costs shown are in £'s per change per person. If you've paid for your booking in Euros the equivalent € amount will apply.
|Notice given more than 70 days||Notice given 15-70 days||Notice given 8-14 days||Notice given 7 days or less|
|"Transport (e.g. Air/Sea/Road/Rail)"||£30 per person per change||£40 per person per change||"Cancellation charges - see 'Cancellation By You'"||"Cancellation charges - see 'Cancellation By You'"|
|Date of travel (see Note 1)||£30 per person per change||"Cancellation charges - see 'Cancellation By You'"||"Cancellation charges - see 'Cancellation By You'"||"Cancellation charges - see 'Cancellation By You'"|
|Destination Airport||£30 per person per change||"Cancellation charges - see 'Cancellation By You'"||"Cancellation charges - see 'Cancellation By You'"||"Cancellation charges - see 'Cancellation By You'"|
|Name Change (see Note 2)||£30 per name change||£40 per name change||£40 per name change||"Cancellation charges - see 'Cancellation By You'"|
|"Note: the transport provider may impose additional charges of up to 100% of the ticket cost; any such charges will be in addition to the amendment fees listed above - see the Exception in the section "Cancellation By You" below."|
|Accommodation||£30 per person per change||£40 per person per change||"Cancellation charges - see 'Cancellation By You'"||"Cancellation charges - see 'Cancellation By You'"|
|Optional Extras (See Note 3)||The greater of £25 or Loss of deposit||Cancellation charges - see 'Cancellation By You'||"Cancellation charges - see 'Cancellation By You'"||"Cancellation charges - see 'Cancellation By You'"|
Note 1: It's not possible to transfer your booking to different Arrangements more than 3 months after your original Arrangements were due to commence without incurring cancellation charges. Note 2: All names must be entered at the time of booking. If names aren't confirmed at the time of booking and entered as "TBA" (or similar), a name change fee may apply when supplying the actual name of the person attending. In some cases (for example, Arrangements including a scheduled flight), name changes (including initial changes), can be treated by such suppliers as a cancellation and rebooking, regardless of the period of notice given to us. If the supplier treats the change as a cancellation and rebooking we'll pass on to you the cost imposed by the supplier, which could be up to 100% of the transport element of your booking and you must also pay the charge listed in the table above. You're not permitted to change all the names on any booking and at least one of the passengers (over 18) on the original booking must remain, unless you are prevented from travelling for reasons beyond your control and not simply from a change of mind. Name changes cannot be made within 7 days of the start of your arrangements and full cancellation charges will apply - see 'Cancellation By You'. Note 3: When we refer to 'Optional Extras', we mean anything you choose to add to your booking that's additional to the inclusive transport and accommodation arrangements you book. For example, car hire. If you cancel any Optional Extras for which there's a cost, we'll apply the charges above. If you cancel any Travel insurance you booked through us your premium won't be refunded, as cover under the policy will already have begun.
D7. Cancellation By You The lead name on the booking must give notice to cancel, either in writing or by telephone. We'll only accept instruction from the lead name. The charges shown below apply from the date we receive the notice at our offices or the travel agent activates the cancellation. In order to cover our expected losses from the cancellation of the booking, cancellation charges must be paid by you if you or anyone travelling with you cancels. If any member of the booking cancels and you cannot fill that person's place, you may have to pay additional supplements for your accommodation. For example, you may have to pay single or under-occupancy supplements. If you do cancel, you must still pay any insurance premiums, card charges and amendment charges, which arose before the cancellation, and any deposits paid for any pre-booked items or services.
Cancellation for UK Football Ticket & Hotel Breaks (including "Match Breaks"): the following scale of charges applies unless stated otherwise at the time of booking.
|"Time we receive your notice to cancel before your break commences"||Cancellation charge|
|More than 71 days||Loss of deposit or 20%, whichever is greater|
|70-64 days||Loss of deposit or 30%, whichever is greater.|
|63-50 day||50% of the cost of your booking|
|49-29 days||70% of the cost of your booking|
|28-14 days||90% of the cost of your booking|
|14 days or fewer||100% of the cost of your booking|
Cancellations of all other Arrangements: Cancellation of Arrangements you book in connection with all other sporting Events can result in up to 100% cancellation charges regardless of the notice period given to us. In most cases the deposits, instalments or balances we collect will reflect the payments we're required to make to our suppliers. These payments may be higher than our suppliers typically charge at other times of the year due to the high demand for services in connection with different Events, particularly those relating to major Events such as, for example, World Cup or European Finals. In order to cover the costs we incur from your cancellation, these charges will be passed on to you. Unless otherwise advised when you book, all payments you're required to make are non-refundable.
Please note, for UK departures, the price of your Arrangements (provided that it includes a flight), includes the amount (currently £2.50 per person), which we're required to pay to the CAA as part of the ATOL Protection Contribution ("the APC Sum"). In the event that you cancel your booking the APC Sum in the Holiday cost is not refundable in any circumstances.
D8. Cancellation By Us On rare occasions, we may need to cancel your Arrangements if there's insufficient demand for your particular Arrangements or if you've failed to meet club/team eligibility criteria for tickets. If we've to cancel Arrangements for any particular reason, we'll tell you as soon as reasonably possible. In these circumstances, we'll , if we're able to do so, offer you an alternative Arrangement of equivalent or closely similar standard and price at no extra cost, or a less expensive Arrangement, in which case we'll refund the difference in price. If you don't wish to take the alternative we offer you, you can choose another offered for sale by us and pay, or receive a full refund of, any price difference. Or, if you prefer, you can receive a full refund of any money you've paid to us, except for any amendment charges. We'll consider an appropriate refund of insurance premiums paid if you can show that you're unable to transfer or reuse your policy. We can also cancel if you fail to make payment for your booking on time.
D9. Circumstances Beyond Our Control Except where we say differently elsewhere in these conditions, we can't pay any compensation, reimburse expenses, or cover losses for any amount or otherwise accept responsibility if, as a result of circumstances beyond our control, we've to change the arrangements you've booked with us after your Arrangements start, or we, or our suppliers, can't supply your arrangements, as we, or they, had agreed, or you suffer any loss or damage of any description. When we refer to circumstances beyond our control, we mean any situation that we, or the supplier in question, couldn't foresee or avoid, even after taking all reasonable care. This particularly applies where circumstances beyond our control lead to the cancellation of Events or to the rearrangement or re-scheduling of Events so that they don't coincide with your other Arrangements and we're unable to change your Arrangements or you're unable to take any changed Arrangements we can offer - see section A above for further details. Such changes or cancellations of Events at the request of, for example, sports associations, police or other local authorities, television/radio broadcasters will be a circumstance beyond our control. Circumstances beyond our control will also usually include, but aren't limited to; war, terrorist activity, civil unrest, industrial dispute, vandalism, road traffic accidents/congestion, bad weather (actual or threatened) and significant building work ongoing outside of your accommodation, which isn't known to us in advance of your departure date and building work from a third party (such as resort development).
D10. Changes Made After The Start Of Your Arrangements If, after the start of your Arrangements, a significant part of your pre-booked Arrangements can't be provided, you'll be offered a suitable alternative if possible. If it's not possible to offer you a suitable alternative or, for good reasons, you don't accept the alternative Arrangements, we'll return you to the place of your departure. Please note that any cancellation of, or change to, an Event, whether or not part of your booking, will not create any obligation on our part to arrange or in any way provide an earlier departure. If appropriate, we'll also pay you compensation, unless your return has been due to circumstances beyond our control. The amount of compensation will be reasonable, taking account of all the circumstances.
D11. International Conventions If any international convention applies to or governs any of the services or facilities arranged or provided by us, or provided by any of our suppliers, and you make a claim against us of any nature arising out of death, injury, loss or damage suffered during or as a result of the provision of those services or facilities, our liability to pay you compensation and/or the amount (if any) of compensation payable to you by us will be limited in accordance with and/or in an identical manner to that provided for by the international convention concerned (in each case including in respect of the conditions of liability, the time for bringing any claim and the type and amount of any damages that can be awarded). International Conventions which may apply include: in respect of international air travel, the Warsaw Convention 1929 (including as amended by the Hague Protocol of 1955 and by any of the additional Montreal Protocol of 1975) or the Montreal Convention 1999; in respect of rail travel, the COTIF Convention for International Carriage by Rail 1980 (as amended); in respect of carriage by sea, the Athens Convention 1974; in respect of carriage by road, the Geneva Convention 1973; and, in respect of hotels, the Paris Convention 1962. You can get copies of the relevant conventions if you ask us. For the avoidance of doubt, this means that we're to be regarded as having all benefit of any limitations of compensation contained in any of these conventions or any other international conventions applicable to your Arrangements.
D12. Flight and Other Travel Timings Flight, Rail and other transport timings are provided by airlines / train and other transport operators and are subject to Air Traffic Control and Network Rail restrictions, as applicable. Local Police Authorities and safety officers may also influence the timing and routing of transport schedules particularly where Events involve large numbers of spectators and crowd control is necessary. All means of transportation are subject to weather conditions and the need for constant maintenance and the ability of passengers to check in on time. There is no guarantee that transport will depart or arrive at the times stated on any itinerary or tickets, which you receive. All timings are estimates only, and we don't have any liability to you for any delay, which may arise, or for any schedule alterations.
D13. Denied Boarding Where a flight ticket is downgraded or a flight cancelled or delayed, or boarding is denied by any airline in circumstances that entitle you to compensation under the Denied Boarding Regulations 2004, then you must make your claim under those Regulations directly against the airline. Any sum you're paid by the airline in this respect constitutes the full amount of your entitlement to compensation for all matters flowing from the airline's actions and which fall within the scope of the Denied Boarding Regulations. If, for any reason, you don't comply with the requirement to claim against the airline and make a claim for compensation against us, you agree that, at the time we pay you any compensation, you'll make a complete assignment to us of the rights you have against the airline in relation to your claim.
D14. Excursions Excursions include, but are not restricted to, any sightseeing trips or other tours. Excursions can be booked and/or paid for overseas ("Overseas Booked Excursions") or pre-booked and paid for before you go ("Pre-booked Excursions"). We don't provide Overseas Booked Excursions or Pre-booked Excursions and they're supplied by third party suppliers and are subject to the clause "Suppliers' Conditions" at section D11 above. Excursions don't form part of your Package and aren't governed by the Package Travel Regulations with the exception of selected Pre-booked Excursions. Only Pre-booked Excursions which are included in the advertised Package price of your trip and which aren't sold separately as an optional add-on to your Package at a later time are governed by the Package Travel Regulations. We don't have any responsibility or liability whatsoever for anything which may go wrong on Excursions which don't form part of your Package. We, our servants, employees or agents are acting depending upon the actual Excursion, either as agents for the relevant Excursion supplier or as agent for you. In any event the contract for any Excursion is between you and the Excursion provider, unless the Excursion forms part of your Package. It's your responsibility to note carefully any conditions of contract contained in any Excursion literature, ticket or receipt you're given.
D15. If you have a Complaint If you're not satisfied with any aspect of your Arrangements please complain as soon as possible to the relevant person (for example, the hotel management). If they can't help you must contact us on the telephone number supplied to you on your invoice/receipt and we'll w do everything reasonably possible to sort the problem out. If you're still not satisfied please write to our offices in the UK within 28 days of returning home. If you've special needs, which prevent you from writing to us then, where possible, we will accept details of your complaint over the telephone.
|The address to send complaints to is:|
|Customer Feedback Thomas Cook Sport 2nd Floor 1 Tabley Court Stamford Street Altrincham WA14 1EZ E-mail: email@example.com|
We would point out that failure to follow the above procedures and/or failure to complain within 28 days of your return, may reduce or extinguish any rights you've to claim compensation from us, or from any relevant supplier. Any such rights will be reduced or extinguished if, had you followed the above procedures, you or we could've taken steps to reduce any loss or damage suffered or entirely prevented it from being suffered. It's difficult and sometimes impossible properly to investigate a complaint if we're not told about it reasonably quickly once your trip is over. Your right to claim compensation may also be reduced or extinguished, should any delay in your complaint being notified during or after your trip, prevent us from carrying out a proper investigation. We can also offer you ABTA's scheme for the resolution of disputes which is approved by the Chartered Trading Standards Institute. If we can't resolve your complaint, go to www.abta.com to use ABTA's simple procedure. Further information on the ABTA Code of Conduct and ABTA's assistance in resolving disputes can be found on www.abta.com.
D16. Passports & Visas (British & Irish Citizens) and Health Requirements It's your responsibility to ensure that you and all those travelling with you have a valid passport and any necessary visa and that you've obtained any necessary vaccinations to gain entry to any country you're visiting. It can often take some time to obtain a passport or visa therefore you should apply well in advance. General information on passport and visa requirements for British Citizens is available through our website. However, passport and visa regulations and health requirements can change at any time, therefore, we recommend that you check passport/visa requirements with the UK Passport Office (www.gov.uk/browse/abroad/passports) or with the Embassy or Consulate of the country you intend to visit and that you consult your GP. Travel advice, including health requirements can also be obtained from the UK Foreign Office (www.fco.gov.uk) or Irish Foreign Office (www.dfa.ie/travel/travel-advice/). Also, visit websites such as www.nathnac.org and www.hpa.org.uk for information. If you're visiting a European Union (EU) country you should obtain a European Health Insurance Card (EHIC). The EHIC can be obtained free of charge by completing an application form available from main Post Offices and from www.dh.gov.uk/travellers. Please note, the EHIC is in addition to Travel Insurance, not instead of it. We'll have no liability to you if you or any member of your party travel without the correct passport and visa or without the necessary vaccinations, and you'll have to pay to us any costs which we incur through helping you because of any such failure on your part.
D17. Disabled Travellers and Passengers with Reduced Mobility We can't be held responsible if you fail to tell us about special needs/requirements that'll affect any Arrangements you book and this means we'll not compensate you. For customers who require support, advice or assistance prior to booking or more information about specific Arrangements and venues please contact us. If you've a medical / mobility problem / condition or disability which may affect your ability to use or access Arrangements or venues, please tell us before you confirm your booking.
D18. Data Protection By making a booking with us, you agree we may use and disclose the information you provide for the following purposes: to enable us to process your booking (which will include passing your information to third party suppliers, such as hoteliers, airlines, sporting clubs/associations and venues, and may involve sending your information to countries that don't have an equal level of privacy legislation to that in the UK); for market research and analysis purposes; for improving customer service; for the detection and prevention of fraud or other crime (which may include providing your information to sporting clubs/associations or the police in connection with the unauthorised sale or disposal of tickets, or to organisations such as Banks and credit card companies); for compliance with legal requirements (which will include passing your information to public authorities such as customs and immigration) and for marketing contact by means of post or telephone to provide you with offers, products and services from companies within the Thomas Cook group (including Thomas Cook Retail Ltd, TCCT Retail Ltd, Thomas Cook Airlines Ltd) and carefully selected third parties. If you purchase travel insurance from us, we'll need to pass your personal data (including sensitive personal data and personal/sensitive data relating to other members of your travelling party) to the insurance company. Telephone calls to/from ourselves may be recorded for training and quality purposes and for preventing/detecting crime. If you've booked with us via a web site, or if you've chosen for us to contact you by e-mail, we'll communicate with you using the e-mail address you've provided to supply you with your travel documentation. We're entitled to assume that the e-mail address you've provided is correct and that you understand and accept the risks associated with using this form of communication. Please note that you may still need to contact us by post or via our call centre as required by our booking conditions. If you wish to make a data subject access request for a copy of any personal data we hold on you, please write to: The Company Secretary, Thomas Cook Group UK Ltd, UK Legal Department, Westpoint, Peterborough Business Park, Lynch Wood. Peterborough, PE2 6FZ. If you wish to opt out of receiving marketing communications from us, please advise one of our sales consultants or make the appropriate opt out choices on the website when you book.
D19. Your Responsibility We want all our customers to have an enjoyable and carefree trip. But you must remember that you're responsible for your actions and the affect they may have on others. If we (or another person in authority) believe your actions could upset other customers, our suppliers or our own staff, or put them in danger, your Arrangements may be ended and this could mean we or our suppliers may either ask you to leave your booked accommodation, or offload you or prevent you from boarding the aircraft or other means of transport. Our suppliers will deny boarding or impose additional conditions of carriage on any passenger who, for example, is intoxicated and/or disruptive or found to be smoking on board the aircraft or other means of transport. If this happens, we'll not pay compensation, make refunds, or cover any expenses you suffer as a result. We and/or the accommodation/venue owner will hold you and the members of your travelling party jointly and individually liable for any damage to the accommodation, furniture, apparatus or other materials located within the accommodation, and for any damage caused at or to a venue, together with any legal costs we or the venue/accommodation owner incur in pursuing a claim. It's your duty to report any breakages, defects or damage to an appropriate person immediately. You also have a duty to act responsibly at the Event. Venue officials or the police may refuse your entry or eject you from the venue if you're or are suspected to be intoxicated, or abusive or your actions/behaviour is felt to be inappropriate or in breach of the club or venue's rules, this includes supporting the opposing team for which your ticket relates. In this event, Thomas Cook Sport can't become involved in any dispute and you may be prevented from using the transport services or have additional conditions of carriage imposed on you. If this happens, we'll not pay compensation, make any refund, reimburse any expenses you suffer as a result or otherwise have any liability to you.
D20. Financial Protection Package Holidays and Flights: The flights and flight inclusive Package Holidays provided by us are financially protected by the ATOL scheme, since we hold an ATOL granted by the CAA. Our ATOL number is 1179. When you buy a flight inclusive Package Holiday from us you'll receive an ATOL Certificate. This lists what is financially protected, where you can get information on what this means for you and who to contact if things go wrong. We, or the suppliers identified on your ATOL Certificate, will provide you with the travel services listed on the ATOL Certificate (or a suitable alternative). In some cases, where neither we nor the supplier are able to do so for reasons of insolvency, an alternative ATOL holder may provide you with the services you have bought or a suitable alternative (at no extra cost to you). You agree to accept that in those circumstances, the alternative ATOL holder will perform those obligations and you agree to pay any money outstanding to be paid by you under your contract to that alternative ATOL holder. However, you also agree that in some cases it may not be possible for the CAA to appoint an alternative ATOL holder, in which case you'll be entitled
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