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| Q. |
Does my customer need an accommodation voucher to check-in to their property? |
| A. |
It is very important that you provide your customer with their accommodation voucher. This provides the accommodation with confirmation
of the reservation and proof of payment through Thomas Cook Hotels. A customer without a voucher may have problems whilst checking in, or may be
asked to pay again for their room. In the event of any problem, please contact us on 0845 070 5568 and we will endeavour to resolve the situation for you. |
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| Q. |
How does my customer find their accommodation once they have arrived at their destination? |
| A. |
If your customer has not pre booked a transfer, then they will have to make their own way to their accommodation, the address is on the accommodation voucher. |
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| Q. |
What time can my customers' check-in/check-out of their accommodation? |
| A. |
International check-in time is 1400 and check-out is between 1000 and midday. Some check-in/check-out times may vary. |
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| Q. |
Can you advise on passport and visa requirements? |
| A. |
It is your responsibility to ensure your customer has the relevant documentation to complete their journey. Please check with the
passport office and the appropriate consulate/embassy for visa information.
The following link may be useful www.ukpa.gov.uk |
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| Q. |
What if my customers' holiday details get changed? |
| A. |
We will inform you of any changes to their holiday, if you have any questions regarding a holiday change then please contact
Operations on 01274 387 610.All changes are in line with our Booking
Conditions |
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| Q. |
What are the minimum ages to travel? |
| A. |
You must be 18 or over on your departure date if you want to travel without an adult accompanying you. If you are 16 or 17 when
a booking is made, we will only allow you to travel without an adult if your parent or legal guardian signed the booking form in front of the
travel agent when you booked the holiday. For further information please see our Booking
Conditions |
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| Q. |
What age is a passenger considered an infant/child/adult? |
| A. |
This is dependant on the supplier and can differ for flights and accommodation. As a guidline an infant must be under 2 years of age on the return date of travel, a child under 12. |
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| Q. |
Do my customers' need insurance? |
| A. |
Your customers' protection is vitally important and we therefore strongly recommend they take out adequate Travel Insurance. You can do this by calling 0870 750 1863. |
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| Q. |
How much deposit does my customer have to pay? |
| A. |
If a booking is made more than 8 weeks before the intended departure date, they must pay either £25 per person or the full amount. If the booking is made within 8 weeks of departure, the total cost of your travel arrangements must be paid at the time of booking. |
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| Q. |
Do Thomas Cook Hotels offer a Rep service? |
| A. |
No, but customers are provided with a 24-hour emergency contact number in case they encounter any problems while they are in resort. |
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