General FAQs

What is the credit card charge in my booking?

I have Thomas Cook vouchers. Can I use them?

I have not received any documentation.

What payment options are available to me?

I have made a booking and the money has been taken but I have not received a confirmation.

The website crashed whilst I was making a booking and I am unsure if I have been successful.

I want to make a booking of more than 8 people. Is this possible?

What is the best way to book a Sport product?

Can I pay with cash or by bank transfer?

I am due a refund. How do I receive this?

I need to update my personal details.

Premier League Match Break FAQs

When will I receive my Match Tickets?

Can I choose where I collect my match tickets from?

Can I find out where I am sat in the stadium?

Will my seats be allocated together?

How do I get to the stadium?

Are flights included with my Match Break.

Do I have to use my hotel room?

Do I get breakfast?

Do the people named on the booking have to use the tickets and/or or can I take someone else?

Can I sell my match tickets?

I support the away team (the visitors to the football ground). Can I still book a Match Break?

I want to change my nights of stay. Is this possible?

Can I change to a different match?

I have not received my accommodation voucher, what do I do?

I have not received my match ticket collection details. What do I do?

I want to cancel my Match Break. Is this possible?

I have received notification of a fixture change which is less than 36-hours from the original match date and time. Can I cancel or amend my booking?

I have received notification of a fixture change which is more than 36-hours from the original match date and time. Can I cancel or amend my booking?

If I miss the deadline for fixture change amendments or cancellation and I want to amend or cancel, what will happen?

I have added a match day programme. How do I receive this?

I have booked a stadium tour. How do I receive this?

Can I add an extra person to a booking?

Can I pay with cash or by bank transfer?

Can I book in a Thomas Cook or Co-op branch?

Can I pay a deposit?

I have a problem with my booking. The game is in the next 24-hours/I am at the hotel/I am at the stadium. What do I do?

European Supporters Travel

What time will my flight depart the UK for a day trip?

When can I expect my itinerary?

Why are itineraries not sent sooner?

Why do day trips depart so early in the morning?

What time will my flight depart for a one night trip?

Which terminal will my flight depart from?

I can no longer travel, can I get a refund?

Will my trip definitely operate?

When will my application be confirmed?

Why can confirmation take so long?

Not everyone on my application qualifies to travel. What can I do?

My friends have booked separately to me. Can I travel with them?

I have got a match ticket from the Football club but I also have a trip plus match ticket booked with Thomas Cook Sport.

Can I change the names on a booking.

When will I receive my match ticket?

Can I travel without a match ticket?

Can I add an extra person to a booking?

Can I book in a Thomas Cook or Co-op branch?

Do I have to travel to get my match ticket?

Domestic Football Travel

When can I expect my itinerary?

Why are itineraries not sent sooner?

Why do trips depart so far in advance of kick-off?

I can no longer travel, can I get a refund?

Will my trip definitely operate?

When will my application be confirmed?

My friends have booked separately to me. Can I travel with them?

Can I change the names on a booking.

When will I receive my match ticket?

Can I travel without a match ticket?

I have got s confirmed booking but I have not been awarded a match ticket from my club. Can I get a refund?

Can I add an extra person to a booking?

Can I book in a Thomas Cook or Co-op branch?

Other Sports FAQs

When can I expect to receive my final documentation?

What is a ticket lanyard?

What board basis are the hotels?

Can I change a name on my booking?

When will my booking be confirmed?

Do you have my confirmed flight times?

What time do circuit transfers operate?

I can’t travel anymore, can I cancel the trip and get a full refund?

Can I extend my stay?

If I don’t like the flights offered can I change/cancel free of charge?

Can I upgrade to premium/business class seats?

I don’t like one of the hotels in offered, can I change it with another hotel you offer?

Can Thomas Cook Sport Organise my Visa?

Can we get our tickets earlier than 7-10 days?

What happens if the event I have booked is cancelled?