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Help and support

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To help make your travel experience as stress-free and enjoyable as possible, our experienced travel experts have answered your frequently asked questions below. Whether you want more information on excess baggage or simply want to know how to book a flight, we’re here to help!

Use the help and support menu to navigate to find the help you need. 

Before You Depart

Travel Money

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We offer a huge range of currencies, available for purchase in our travel branches. We always recommend that you buy your currency or travellers cheques in plenty of time as stocks can be low during peak seasons. It's a good idea to monitor exchange rates and buy when the rates are at their best, but don't leave it too late! Use our locator to find your nearest Co-operative Travel branch where you'll find great rates on all currencies.

For more information, please visit our holiday-extras page.

Travel Insurance

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Do I need travel insurance? 

We would recommend that you take out suit travel insurance for yourself and anyone travelling with you - including infants and children.

We can't accept responsibility for any loss that you or anyone travelling on your booking suffers if the individual isn't adequately insured. With all insurance policies, terms and conditions apply, so you need to make sure you've got the right policy for you.

What does my policy need to cover?

At a minimum, your travel insurance should be 'comprehensive', providing cover against personal accident, death, medical expenses, emergency repatriation and personal liability. Please visit co-op insurance.

Visa Information

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How do I find out about the visa requirements for the trip I am interested in?

While we can offer information and advice about visa requirements, we always recommend that passengers check with their local embassy as visa rules can change without warning. Embassy websites in your home country will always have information about requirements, visa costs and will provide the required forms.

How do I organise my Visa?

Please contact the relevant local embassy, or visit a travel agent, to organise your visa/s.

Safety & Medical Information

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The Foreign & Commonwealth Office and the NHS have up-to-date advice on staying safe and healthy abroad.

For more on security, local laws, plus passport and visa information, see www.gov.uk/travelaware

Keep informed of current travel health news by visiting www.travelhealthpro.org.uk

Bookings

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Can I check in online?

You'll be able to check in online if you're flying with easyJet, Aer Lingus, Jet2, Flybe, or Thomas Cook, and you've been given a separate 6-character flight booking reference. You'll do this directly on the airlines website. Just so you know, some airlines don't offer online check-in.

How do I choose my seats on the plane?

If you're flying with Thomson Airways or any of those airlines listed below and you pay extra to reserve your seats, you'll get to choose your seat numbers. You can either reserve your seats when you're booking your holiday, or you can add them later by contacting us. If you don't use our Select Your Seat services, your seats will be automatically allocated to you when you check-in online.

- Air Europa (flight prefix AEA)

- Albastar (flight prefix JQ)

- ASL Airlines France (flight prefix FPO)

- ASL Airlines Ireland (flight prefix ABR)

- Evelop Airlines (flight prefix EVE)

- Germania (flight prefix ST)

- Norwegian (flight prefix D8)

- Travel Service (flight prefix QS)

- Volotea (flight prefix VOE)

Choosing your seats

Once you've reserved your seats, you'll be able access the seat map of the plane from 90 days before your return flight, up until 6 hours before departure. If you have reserved Premium Seats, Extra Leg Seats or Extra Space Seats then you will be able to access the seat map immediately after you book your holiday on our Flight Extras page. This is what you'll need to use to choose your seats on the plane.

When you can use Select Your Seat

If you have paid extra for Select Your Seat and you're booking your holiday more than 90 days before your return flight, we'll send you a separate email once the seat map is available to you. If you haven't received your email, it's worth checking your junk or spam folder in case it appears there. If you're booking less than 90 days before you return, you'll find a link to the seat map in your confirmation email. If you have reserved Premium Seats, Extra Leg Seats or Extra Space Seats then you will be able to access the seat map immediately after you book your holiday.

Can I take my own food for the flight?

Yes.  However, we can't provide heating facilities on board - although for infants, we are able to warm bottles of milk in hot water. Therefore, we would advise low-risk food such as pre-made sandwiches and snacks that can be eaten cold.

At the airport and onboard your flight

Special Assistance

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Airport operators within the EU have a responsibility to assist anyone with a disability or mobility difficulties during their time at the airport. This includes intellectual disability or impairment, age or any other cause of disability. The airports will signpost designated points for customers with reduced mobility.

The assistance Airlines can provide to disabled customers and customers with reduced mobility, can include the following (services will vary by airline – please contact us prior to booking and our agents will confirm the specific arrangements available for your selected airline):

  1. Assistance moving to and from seats on the aircraft.

  2. Providing use of the on-board wheelchair.

  3. Helping a customer to and from the on-board lavatory providing this does not involve lifting or carrying the customer

  4. Assisting a customer with their hand luggage on board the aircraft

It should be noted that any customers with reduced mobility will not be able to sit in an exit-row seat, if you are selecting seats as part of your online check-in and you select these seats, you will be re-allocated seats at the airport check-in desk or onboard the plane.

How we can help to make your journey easier?

If you have any disability, medical need or if you have difficulty moving around you’ll find the information you need here.

We recommend that you always contact us before making a booking to allow us to confirm that all the required arrangements can be made for your selected holiday.If you are unsure as to what may be classed as requiring special assistance, we recommend you download and complete the ABTA checklist which can be found here. This will help us to best advise you on the assistance available for your holiday booking. 

Many overseas accommodation, overseas transport (including transfers) and other holiday services provided overseas aren’t equipped to cater for the needs of disabled holidaymakers. Sometimes, the natural terrain and the layout of resorts can make life difficult for people with mobility difficulties. It’s important if you have any disability, that the suitability of particular accommodation, resorts, transport and services are checked and that you’re completely satisfied you’ve made the right choice before you confirm your holiday.

If you, or anyone on your booking require specific accommodation arrangements or have any other overseas requirements relating to a disability, we recommend that this is processed over the phone via your booking agent. We always recommend you discuss your specific requirements with our team before making a booking.

Assistance Dogs

The policies for assistance dogs being carried will vary between different airlines. Please contact us prior to booking your holiday if you are travelling with an assistance dog so we can check the requirements for the airline involved in your holiday booking.

For any other specific accessibility needs not mentioned above, please ensure you contact us prior to making a booking to allow us to best assist with ensuring your needs are met. You may find the "ABTA checklist for disabled & less moobile passengers" useful for planning your trip - you can download a copy here.

We can’t be held responsible if you don’t tell us about special requirements that will affect your holiday experience.

Transfers

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How will I find my coach transfer when I arrive in resort?

When you arrive at the airport, you'll be met by a Holiday Rep.  They'll usually be waiting for you outside the airport and will be wearing Thomson or First Choice uniform. You'll then be shown to the coach that'll take you to your hotel.

If you’ve booked or are considering booking a resort transfer between the airport and your accommodation as part of your holiday arrangements with us, you’ll need to contact us so we can help.

Our suppliers will try to accommodate all customers and their equipment/luggage on transfer coaches, but there are restrictions due to the type, space and accessibility of vehicles that are available in other countries. This means alternative transfer arrangements may have to be organised.

For example, If you’re taking an electric wheelchair or scooter, we recommend you book a taxi transfer to your hotel as in most destinations you can’t take this equipment on coaches. We can also arrange a taxi transfer for you if you are not able to climb the steps on the coach.

Please contact us for prices of taxi transfers and we’ll help you with any reservations you need to make. In some destinations taxis may not be adapted to accommodate wheelchairs, please ask us for more details when you call.

On Holiday

Board Basis

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Here's a guide to what each of the board basis options mean:

Self-catering: Meals are not included at your accommodation, but you will be provided with catering facilities in your accommodation to cook light meals.

Bed and breakfast: Breakfast is included at your accommodation.

Half board: Your breakfast and evening meal are included at your accommodation.

Full board: Your breakfast, lunch and evening meals are included at your accommodation.

All Inclusive: What's included in the All Inclusive package varies depending on where you're staying. To find details on what's included at the hotel you're interested in, please search for the hotel directly, or speak to your travel advisor who should be able to look into this for you.

Accommodation

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Adapted Rooms, or walk in showers can only be guaranteed before a booking is confirmed. If someone on your booking would like to arrange these then please contact us prior to booking.

Other Common Questions

Support

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Can I contact you via live chat?

Yes, you'll find the live chat option on the Contact Us page. 

How do I amend my booking?

If you need to make an amendment to your booking call us on 01922 896 967.

Who do I call if I need a doctor or dentist while I'm away?

If you need a doctor or a dentist while you're on holiday, contact your Holiday Rep. Contact details will be on your arrival card or on your notice board at the hotel. If you're calling us from abroad, this will be charged an international rates.

When you get back

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I experienced a flight delay, am I entitled to compensation?

You can make a claim if the arrival time was delayed by more than three hours, and if the flight took place within the last six years. Any compensation offered will be sent to the lead passenger. We aren’t able to offer any compensation for non-fare paying customers, such as children that flew with a free child place, or infants under the age of 2 years.  To make a claim, please contact your airline directly.

Terms & Conditions

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For more information, please visit our Terms & Conditions page.

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