Frequently Asked Questions

In order to get going on holidays as stress free and enjoyable as possible, we have compiled a list of commonly asked questions our customers want answer to.

Thomas Cook FAQs LAST UPDATED 09:40AM 21st Oct

UPDATE: October 21st

*We have now contacted all customers who are due to travel in 2020.*

For those customers who have requested refunds, we are working to process these as quickly as possible, and apologies that these have not been processed in the 72 hours timeframe we originally communicated. We expect to process these in the coming days and will email refund receipts to customers once completed. We thank you for your patience and understanding.

We are in the process of emailing all our affected customers (who were not yet contacted), to advise them on their holiday options. You will shortly receive an email from us with three main options:

  1. Keep your current holiday and choose a new alternative flight (some options will be at no cost, some options will require an additional payment from you to secure these alternatives),
  2. transfer what you’ve already paid for your current holiday onto a new holiday (plus a little bit extra on us!). Your current holiday will be immediately cancelled and replaced with your new holiday*
  3. cancel your current holiday and get a full refund**

*Option 2 above includes a voucher for the monies already paid towards your current holiday plus a little extra from us to apologise for any inconvenience caused

**If you select to cancel and request a full refund, we will aim to process it back to you as quickly as possible.

Still got a question regarding your booking? Please find some of our most frequently asked questions regarding your situation after Thomas Cook falling into administration below. We are keeping this up-to-date with live updates.

I got an email with my new holiday options, but I'm unsure if I incurred any extra cost?

  • When selecting your new holiday through the emailed link, any additional cost will be shown to you before you proceed.
  • Once your new booking has been confirmed, the money you have paid on your original booking (plus any additional discount offered) will be moved to your new booking.
  • Please do not be alarmed if it appears that the total cost of your booking has changed to reflect the monies carried over from your original booking.
  • You will see the total paid on your new booking has increased, this is how our system reconciles and balances the costs.
  • Please note the balance due will remain the same, therefore the money left to pay will not change.

Please see an example before the new booking has been confirmed:

payment-query

After the new booking has been confirmed, and all payments made are moved over to your new booking, it will look like this:

new-booking-confirmed

I am travelling in November, when will I hear about my booking?

Our teams are currently working hard to find you suitable alternative flights so you can continue with your holiday - but some flight routes are harder to find than others. Please bear with us whilst we keep trying for you. Keep an eye on your inbox and do make sure we’re not going to spam! If we are successful, you will receive confirmation of your new flights by email and all your updated documents will be available via Manage My Booking . If not, and if you booked a package holiday with us you will be eligible for a full refund.

My booking for 2020 has been cancelled and I can see flights available, why have you not rebooked these?

The travel industry has been greatly impacted by Thomas Cook going into administration. With many bookings to manage, we do have to work through these in departure date order to enable us to process all bookings as quickly as possible.

For a small number of bookings, we have had to cancel and refund bookings in full as we believe this will allow you to rebook your holiday in the quickest and cheapest way. We appreciate that this might be inconvenient, however, with the current sheer demand levels on bookings travelling in 2019, we believed this was the quickest way for you to confirm a new holiday.

I’ve still got a payment due, what happens now?

If you have been notified that your booking has been cancelled, your next payment will not be collected automatically. You may also cancel your payment with your bank, however, if you have booked using our Pay Monthly plan and you have not heard from us, you should keep making the payments as usual. Our teams are working hard to ensure you can still take your holiday. Rest assured that if we have no choice but to cancel your booking, you will receive a full refund of all monies paid for your package booking with us.

You’ve booked me on another flight, but why wasn’t I given an option?

We are sorry that you were not given an option, however, our top priority has been to secure you suitable alternative flights to enable you to continue with your holiday. Due to the extremely high demand for alternative flights and the limited availability of seats, we had to act quickly to guarantee you could continue with your holiday. The law also states that where a suitable alternative flight is available, we have to book this for you. A “suitable alternative” may include a flight from different regional airport (London Luton to London Gatwick for example), or up to 12-hours from the original departure time. These changes are considered (under the ABTA Code of Conduct and under the Package Travel Directive) to be a “minor changes.” https://www.loveholidays.com/about-us/package-rights-auto-rebook-tc.html

I don’t like my rebooked flight, can I cancel my booking?

We are sorry that you don’t like your alternative flights, however, our top priority has been to secure you suitable alternative flights to enable you to continue with your holiday. Due to the extremely high demand for alternative flights and the limited availability of seats, we had to act quickly to guarantee you could continue with your holiday. The law also states that where a suitable alternative flight is available, we have to book this for you. A “suitable alternative” may include a flight from different regional airport (London Luton to London Gatwick for example) or up to 12-hours from the original departure time. These changes are considered (under the ABTA Code of Conduct and under the Package Travel Directive) to be a “minor changes.” https://www.loveholidays.com/about-us/package-rights-auto-rebook-tc.html

Unfortunately, these will be the best flights we could find for you in these extremely difficult circumstances. The new flights have already been booked and are subject to our normal terms and conditions if you now wish to cancel.

Will loveholidays cover additional costs, e.g. taxi, airport parking?

Due to the extraordinary events, regrettably loveholidays are not able to cover any additional travel costs incurred by customers as a result of a minor change of departure airport or departure time.

Why have I received a Condor Airlines email advising me on my new flights schedule?

We are aware that some customers might have received an email from Condor Airlines advising them on an updated flight schedule. Please ignore this as this does not affect your booking.

;