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Travel Advice - Thomas Cook

On Monday 23rd September 2019, Thomas Cook formally ceased trading. If you are a Santa’s Lapland guest booked on a Thomas Cook flight or have booked an Santa’s Lapland holiday via Thomas Cook, please read the below information carefully. This page will be updated as new information becomes available, so please check back regularly.

For guests who have already emailed us, no further action is required unless we contact you asking for any more information.

For guests booked on a Thomas Cook flight this winter:

We are happy to confirm that all flights have now been re-arranged with our airline partner Titan, who we have worked closely with for a number of years. You should have received an email to confirm the new flight details, followed shortly by a new invoice to confirm this. If for any reason you have not received anything from us please check your junk folder. You can also view your flight details by logging into ‘My Booking’ on our website.

For all guests on a Santa’s Lapland holiday booked via a Thomas Cook store:

Please be assured that your booking is safe. We will be taking it over directly, and all further correspondence and information will be provided by us. We have recently received contact details previously held by Thomas Cook for any guest booked on an Santa’s Lapland holiday. Over the next few weeks we will be amending bookings on our system so that we hold your details within our database. Once the booking has been moved over, you will receive a new invoice and booking reference number. Please make sure that when you receive this, you check all the holiday details are correct, especially that the first and last name on the booking match your passport (middle names not required).

Santa’s Lapland will be supplying you with the package holiday and everything that’s included will appear on your invoice. Please be aware that if you booked extras with Thomas Cook which we do not supply, or offer, such as but not limited to, airport parking, meet and greet service or insurance, you will need to contact the supplier to see if these are still valid. If not, you will need to claim the cost of these extras from the CAA. More information is available by visiting; https://thomascook.caa.co.uk/customers/if-you-have-a-future-booking-and-have-not-travelled-yet/.

If you have booked extras such as excursion or ski packs for winter bookings, please make sure these appear on your new invoice. Some agents may have booked these directly with the supplier, in which case you will need to contact the supplier directly to see if these are still valid. We do not have access to information about anything booked outside of our package, so will not have contact details for these suppliers. If you want to book extras such as excursion or ski packs, please see our website for further details of what is available.

We politely ask that you do not contact us to request updates, as this will only slow the rebooking process. Thank you for your patience.

Please also be aware that we have been alerted to fraudsters contacting former Thomas Cook customers requesting their credit card number and 3-digit security code to process a refund. Please be vigilant and ignore any such calls.

UPDATED: 3rd October 2019, 3:40pm