Before the holiday

We aim to price our holidays simply and transparently, with no hidden costs. Any legal liabilities are clearly explained. Customer privacy is protected in line with international and local legislation and we take additional measures to avoid inappropriate access to customer data. For example, at Thomas Cook India, the data is held by a single department and any activities that require use of the data, such as sending out promotional material, are routed through this department.

Customers browsing a holiday brochure

Once a holiday is booked, our customers' investments are protected under various voluntary and statutory arrangements, depending on the country in which the booking is made. For all holidays sold within EU member states, we are obliged to comply with the EU Package Travel Directive and provide evidence to customers that their money is protected. Similar obligations exist for holidays sold in Canada. These ensure that customers receive refunds should a tour operator go out of business before the holiday is taken or, should that happen while the customer is already abroad, arrangements will be made for the holiday to be completed and transport will be provided for the journey home.