Important information for customers who have booked a TUI holiday (TUI flight and/or TUI accommodation) through a Thomas Cook store

We have now taken over the management of your booking. Thomas Cook’s liquidators have provided us with information relating to your booking, including your contact information and details of any payments you had already made to Thomas Cook towards the cost of your holiday and we have reflected this information in our systems.

Please also read below to find out what your next steps will be, depending on the details of your booking.

For customers due to depart on or before 1 December 2019

If you have already paid the full cost of your holiday to Thomas Cook and have not yet received your travel documentation, please visit your nearest TUI store as soon as possible so that we can arrange for your travel documentation to be issued. When you visit the TUI store, please bring your Thomas Cook booking confirmation, your Thomas Cook holiday invoice and any documents which confirm all the payments you have already made to Thomas Cook, like a Thomas Cook receipt, a bank or credit card statement.

If you have not yet paid your full holiday cost to Thomas Cook, please visit your nearest TUI store as soon as possible where we can arrange for your remaining payment to be taken. When you visit the TUI store, please bring your Thomas Cook booking confirmation, your Thomas Cook holiday invoice and any documents which confirm all the payments you have already made to Thomas Cook, like a Thomas Cook receipt, a bank or credit card statement.

For customers due to depart after 1 December 2019

If you have already paid the full cost of your holiday to Thomas Cook, you don’t need to take any further action. Your travel documentation will be issued four to six weeks before your departure date, but if you’re worried you haven’t received it, please visit your nearest TUI store so that we can help you with your query.

If you have not yet paid your full holiday cost to Thomas Cook, your Thomas Cook booking confirmation and invoice will show the due dates for all your remaining payments. Please visit your nearest TUI store before the due dates shown where we will arrange for your payments to be taken. When you visit the TUI store, please bring your Thomas Cook booking confirmation, your Thomas Cook holiday invoice and any documents which confirm all the payments you have already made to Thomas Cook, like a Thomas Cook receipt, a bank or credit card statement.