Thomas Cook Airlines

/Home/A-B Countries/Belgium (Country Code 32)/Belgium Transportation/Belgium Airlines

Customer Service Commitment
Thomas Cook Airlines Customer Service Commitment explains the level of service you may expect from us.

Our Commitment to you, we agree to:
Ô encourage tour operators to offer the lowest fares available for our flights;
Ô honour the agreed fare that has been paid in full;
Ô give customers notice of known delays, cancellations and diversions;
Ô help customers facing delays;
Ô deliver baggage as quickly as possible;
Ô help customers who have special needs, or who need help getting around;
Ô meet customers' essential needs during long delays on aircraft:
Ô try to speed up check-in;
Ô reduce the number of customers not allowed to board;
Ô give customers information on our 'conditions of carriage';
Ô provide information on carriers; and
Ô respond to customers' complaints.

These commitments are explained in more detail below
Encourage tour operators to offer the lowest fares available for our flights;
We do not sell directly to the public, so we encourage tour operators to offer the lowest fares available for our flights. We also supply details on our conditions of carriage, and relevant taxes, fees and charges if asked.

Honour the agreed fare that has been paid in full
Once a customer has paid the full agreed price for a ticket or holiday; no price increases will apply unless there has been any change in taxes, fees and charges since the initial booking. In such cases there may be an increase and customers will be informed that these are in accordance with the rules of the Package Travel Regulations.

Give customers notice of known delays, cancellations and diversions
In the event of delays, cancellations or diversions we will inform our customers, whether they are at the airport or on the aircraft, as soon as possible and we will provide updates on the progress as frequently as developments allow.

Help customers facing delays
We will provide our Customers facing delays appropriate help such as refreshments, meals and accommodation, providing local conditions allow us to provide this help.

This assistance is offered two to three hours after the scheduled departure time taking account of the time of day, the reliability of the delay information and other factors.

It may not always be possible to provide this help, such as in situations involving political unrest, long strikes, or other exceptional circumstances beyond our control. We may not provide help if to do so would cause a further delay. In such cases we will keep our customers fully informed.

Deliver baggage as quickly as possible
We will make every effort to deliver all checked baggage as quickly as possible to the arrivals hall. In the case of checked bags, which were not put on the plane, we will make every reasonable effort to deliver those bags to customers, at no extra cost, within 48 hours of their arriving at their final destination.

Help customers who have special needs, or who need help getting around
We will do our utmost to help customers who have special needs, or who need help getting around, this must be done in such a manner as to comply with safety regulations. We recommend our customers to advise their tour operators about special needs when booking their holiday.

In the case of Persons with Reduced Mobility, or PRMs, we encourage them to contact our Customer Service & Sales Team on 0870 243 0416, so that we understand the requirements and can provide the appropriate assistance before, during and after their flight.

A PRM is defined as any person whose mobility is reduced due to any physical disability, an intellectual impairment, advancing age, or any other cause of disability when using transport and whose situation needs special attention.

If a PRM says at the time of booking that he/she is self-reliant, that is self-sufficient and capable of taking care of all of his/her physical needs independently in flight, we will accept that declaration.

We would, however, be under no obligation to provide carriage or on-board assistance if we later decide that, in our reasonable judgement, this might contravene health, safety or hygiene requirements even where such a declaration has been made.

We welcome PRMs as we welcome all our customers and where we are unable to provide a direct route we will endeavour to suggest an acceptable alternative.

Embarkation and disembarkation of PRMs must be handled with dignity and, where space permits, we will provide on-board equipment/facilities to aid their self-reliance within limits of health, safety and hygiene.

PRMs also have equal choice of seat allocation, subject to safety requirements and they are not charged for the carriage of basic mobility equipment or other essential assistive devices.

If there are circumstance where a PRM cannot safely be carried or cannot physically be accommodated we need to explain clearly and explicitly to him or her the reasons for refusal.

Meet customers' essential needs during long delays on aircraft
If an aircraft is unavoidably on the ground for a long time we will do everything reasonably possible to provide food, water and access to toilets and medical treatment for out customers.

Try to speed up check-in
We have set up reasonable check-in times for all our customers and, with the support of airports, we take appropriate steps to avoid congestion in departure areas and try to speed up the check-in process.

Our current target is that 80% of our customers should be checked in within 10 minutes of joining the check-in queue, and that all will have been checked in within 20 minutes.

Reduce the number of customers not allowed to board
If, at departure time, one of our flights has more customers than seats available, we will ask for volunteers to take an alternative flight (depending on any security or operational restrictions at the airport concerned) and then work with the tour operator to get those volunteers on the soonest possible flight with us or an alternative airline.

Give customers information on our 'conditions of carriage'
Our customers should receive all the relevant information about their journey from their tour operator (or directly from us). The following information will be provided at time of booking, if it is available:

The planned departure and arrival times
The airport and terminal for departure and arrival.
The number of stops the aircraft will make during the journey
Any change of aircraft, terminal or airport from the information already received
The flight number

When we send confirmation invoice or tickets to our customers we will provide the following details.
Confirmation of the flight's arrival and departure times
The hand luggage customers are allowed to take and limits. (Details of the baggage you can check in are shown on the ticket and on a leaflet provided by the tour operator.)

If asked, we will provide the following information.
The type of aircraft and the spacing of seats
Services normally offered on board
Facilities for customers with special needs, and any charge made for using those facilities
Whether it is possible to book specific seats before check in
Charges for any excess baggage.
Our conditions of carriage
Help that we will provide if baggage is lost, damaged or delayed
Extra copies of this document

Provide information on carriers
If another airline carries customers on our behalf, under a long-term lease agreement, we will provide them with the name of the airline, giving the information either when they make their booking or at the airport when they check in.

If an airline is brought in at short notice because of unforeseen circumstances, this information will be available only at check in.

Respond to customers' complaints
CustomersÌ complaints are received by the Customer Relations Department, which will provide a personalised response to all correspondence received.

An acknowledgement will be sent out once a letter; e-mail or fax is accepted onto our database. We will investigate all concerns raised and collate a full response.


We will also acknowledge our customerÌs positive feedback as soon as possible.