Thomas Cook Airlines

Special assistance

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 for a smooth journey here.

To take full advantage of the free assistance that is available, you need to pre-book no less than 48 hours before your departure. If you advise us within 48 hours we will do our best to arrange assistance where possible.

If you are within 14 days of your departure date, please call our Customer Contact Centre on 0800 1073 409 (check with your service provider for any additional charges) to add your assistance. Outside of 14 days please click the link below.

Click to open our Special Request form

Overseas accommodation and transfer assistance

Most 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. Please note: if special arrangements need to be made for you, an extra charge may have to be paid. This may be the case either before you go or when you arrive in resort.

Your accommodation & room requirements

If you, or anyone on your booking require specific accommodation arrangements or have any other overseas requirements relating to a disability, we would ask 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.

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 the Special Assistance department should be contacted.

Depending on the type of holiday you’re interested in and when you’re looking to travel, we might be able to hold a holiday on option (freezing price and availability of the holiday) whilst our overseas team are contacted about your request. Please allow around 14 days for us to process this type of request.

Your transfer arrangements

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.

Requesting assistance

If you or any member of your party require special assistance, please contact our team at least 48 hours before departure using the following details:

Call free on: 0800 107 3409. Our opening hours are Monday to Saturday from 08:00 – 20:00.

We would recommend that if you are travelling within the next 5 days that you contact our Special Assistance team by way of telephone to discuss your requirements.

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

At the airport

Airport assistance (within the EU)

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.

Airport layout

To help plan your journey, we recommend visiting the airport website to find out information about airport layout and walking distances for each terminal. This may help determine the level of assistance you require.

Requesting assistance

If you or any member of your party require special assistance at the airport, this can be requested online at least 48 hours before departure via Manage My Booking.

We would recommend that if you are travelling within the next 5 days that you contact our Special Assistance team by way of telephone to discuss your requirements. We can’t be held responsible if you don’t tell us about special requirements that will affect your holiday experience. If you don’t tell us then we won’t compensate you.

UK airport special assistance information

Birmingham Airport (BHX)

The OCS special assistance desk is located on the ground floor opposite the Spar shop. If passengers have their own wheelchair they should first check in for their flight before registering with OCS. If passengers require assistance immediately on arrival at the airport (car parks, rail station, etc), help points are located in the following locations (phone link directly to OCS help desk) and a member of special assistance staff will come and meet them.

  • Long stay car park 1 by disabled bays
  • Long stay car park 2 by disabled bays
  • Short/Medium stay car parks 1 and 2, by disabled bays
  • Birmingham International Interchange, by Air-Rail Link station platform
  • Outside terminal, opposite local bus stops
  • Outside terminal, opposite courtesy bus stops

Bristol Airport (BRS)

The OCS special assistance desk is located on the ground floor opposite WHSmiths. Passengers with their own wheelchair should proceed to their airline check in desk prior to registering with OCS. If a passenger requires a wheelchair immediately on arrival at Bristol, then they may first register with OCS.

Cardiff Airport (CWL)

The special assistance desk is located to the right of the check in hall. Passengers in their own wheelchairs should first check in for their flight before registering at the assistance desk. Passengers who require the use of an airport wheelchair can go directly to the assistance desk before checking in. There are three special assistance call points located in the car parks and outside the terminal building.

Nottingham East Midlands Airport (EMA)

Parking:

Disabled parking spaces for blue badge holders are located in several of our car parks.

On Arrival:

If you require wheelchair assistance or help with your luggage from the disabled parking spaces in the Short Stay Car Park, you should contact the OCS staff using one of the help points located in the car parks. Alternatively, report to the “Reception point for assistance” located in the main check in hall

Wheelchairs:

If you need to borrow a wheelchair whilst at the airport, please contact the OCS staff at the “Reception Point for Assistance” located in the main check-in hall. These are available free of charge, but please note are subject to availability

Boarding the aircraft:

OCS has a range of modern equipment to help you board the aircraft quickly and efficiently. They will discuss individual requirements with you and arrange the most appropriate type of help.

Glasgow Airport (GLA)

Car Parks 1 and 2:

At each lift area there are phones to the PRM Provider on each level.

Drop Off Point:

One phone at each end of the Drop Off Point

Main Terminal:

Desk is located under the escalators opposite British Airways check-in.

Terminal 2:

Phone point at the seating area.

General Procedure:

Check-In agent will confirm PRM requirement as per pre-booked notification and check passenger in. During hours 0500-2100, passenger directed to the Desk in Main Terminal for PRM confirmation and seating area. If not pre-booked, passenger will still be sent to the desk after check-in but check-in agent will also call to ensure they are added to the flight list. From this point all communications are between PRM Provider and the passenger.

London Gatwick Airport (LGW)

Changing Places:

We have two adult Changing Places – one in each of our terminals. The facilities include an adjustable bed that lowers to ground level, a hoist and flexible wash basins, all located in a large wash room with full shower facilities. Our Changing Places are free to use and do not need to be pre-booked. Simply contact a member of our PRM staff on the day for access.

Facilities for the hard of hearing and partially sighted:

Induction loops are available where there are signs showing the ‘sympathetic ear’ symbol. The airport directional signs use black text on a yellow background, for maximum visibility. Guide and hearing dogs are the only dogs allowed in the terminal buildings.

Help points:

Special assistance help points for all those with a disability or mobility difficulties are sited on both terminal forecourts, short stay car parks, stations, baggage reclaim halls and on some routes within the terminals where there are long walking distances. Assistance is free. You can also ask for wheelchair help or help with your baggage to get to check-in.

Reserved seating

There are reserved seating areas clearly identified by special assistance signs throughout the airport in the general seating areas.

Toilets:

Unisex accessible toilets are provided near most toilet blocks. Occasionally the accessible toilet is located inside the mens or ladies toilets.

Manchester Airport (MAN)

PRM Provider at the airport (MAN) is located Level 5 check-in area.  Where a Customer(s) requires wheelchair prior to check-in, they can proceed to the PRM Provider then make their way to the check-in desk. ( A member of staff will advise which desk).

Customer(s) not requiring wheelchair prior to check-in proceed directly to check-in, where a member of staff will contact PRM provider to advise of wheelchair requirements, Once Customer(s) have been checked in they will be directed to Reception Point of PRM Provider

Customers using their own WCMP and EMA to proceed to check-in as normal where a member of staff will check requirements and pass information to PRM Provider. Once Customer(s) have checked in although using on chair are required to go to Reception Point of PRM Provider.

Newcastle Airport (NCL)

Newcastle International Airport recognises and values the needs of those customers with special assistance requirements. We are committed to meeting the requirements of the Disability Discrimination Act.

We will continue to take reasonable steps to ensure good communications for those with visual, auditory, cognitive and motor impairments.

We will also take all reasonable measures to make it as easy as possible to travel through the airport for both arriving and departing passengers.

Car Parking:

In both the Express Car Park and Short Stay Car Park there are assistance points located by the disabled parking bays. These are linked to the airport Passenger Service desk where assistance can be requested. Disabled parking bays are available in all car parks. A courtesy coach service is provided to take all customers from the Long Stay Car Park to the terminal. Buses are equipped with kneeling suspension to lower the height of the step to the pavement and are also equipped with ramps for wheelchair access. The bus drops customers off immediately outside the terminal. Access into the terminal building is via revolving doors, which can be slowed down by the use of a press button. This is a black button with a white wheelchair logo.

Checking In:

At check-in those customers who require assistance will be issued with a special assistance transit form and directed to the Airport Passenger Assistance Desk which is located on the main concourse between check-in desk 32 and WH Smith. Customers who require assistance should then present a special assistance transit form to the staff on the Passenger Assistant Desk.

Boarding:

Those requiring assistance who do not have helpers travelling with them will be provided with help from our airside operations team or customer service team. They will help customers through security search and onto the aircraft and also on their return to Newcastle International Airport. To assist the airline handling agents and the airport team you are advised to contact the airline or tour operator you are travelling with to inform them of any special assistance at least 48 hours before arriving at the airport and ideally at the time of booking. Wheelchairs and specialist vehicles for easy access to aircraft are available on request and are free of charge. There are limited spaces in these vehicles and only one helper can travel on the cabin lift (children are exempt from this restriction).

Stansted Airport (STN)

When you arrive at the airport you can request help getting to check-in at any of the Help Phones, located beside the main terminal doors and in each zone of the Short Stay Car Park

Facilities for the hard of hearing:

Induction loops are fitted in certain areas of the terminal and satellites, and are identified by the sympathetic ear sign. All telephones in the airport are fitted with induction couplers. Public text phones are provided in certain areas. A number of airport staff are proficient in BSL Stage 1 and the majority have been trained in deaf awareness. Some staff members can finger-spell.

Facilities for the blind and partially sighted:

Guide and hearing dogs are the only dogs allowed in the terminal buildings. The airport directional signs are black on yellow, providing optimum contrast. Reserved seating areas aim to provide low-level flight information screens, but if you have difficulty seeing the monitors please advise your airline at check-in.

Getting to your gate:

A transit system connects the departure lounge with the satellite buildings where the departure gates are located. The same service operates for returning passengers:

  • All trains are fully wheelchair accessible
  • Each train has help points at either end of the car
  • Trains normally run every three minutes. Travel is free

Security checks:

The safety and security of passengers is our number one priority. All passengers must pass through security control before they enter the departure lounge. Wheelchair users will inevitably activate the archway metal detector, and security personnel are obliged to hand-search passengers who activate the alarms; therefore chair and passenger will be searched. You can ask to be searched in private if you prefer.

Assistance dogs

If you have an Assistance Dog we will be happy to welcome you and your dog on board on our Thomas Cook Airlines UK flight. We would, however, ask for your co-operation as there are some requirements that have to be met.

Requirements on the transportation of an Assistance Dog

We only accept Service Dogs, which are trained according to the requirements of “Assistance Dogs International“ (ADI) or in the “International Guide Dog Federation” standards (IGDF). These are organisations that offer specific training programmes for Service Dogs. A list of member organisations as well as individual programmes can be found on the website here and here.

Please note that a copy of the certificate is needed before travel.

If your dog is not a certified Service Dog it is of course possible to book your dog like a regular pet (cargo).

Requirements on the transportation of Emotional Support Dogs

Please note that due to U.K. law Emotional Support Dogs are not recognised on flights between the U.K./U.S. and have to be booked like regular pets (cargo).

Information for the entry, exit and transit of Assistance dogs

Please familiarise yourself with the rules applicable for the entry, exit and transit of Assistance Dogs for the country concerned. Please consider, that in many countries there’s no exception for them. Thomas Cook Airlines UK will not check your data or the documents provided by you for accuracy and completeness.

Thomas Cook Airlines UK is not liable for any consequences, losses or expenses incurred  due to your failure to observe the respective country’s valid regulations for the entry, exit and transit of the animal or for the passenger’s failure to present the proper documentation to support entry, exit or- health requirements. This also applies for the reentry into the country of origin. If the aforementioned regulations are not complied with, you may be subject to additional charges/fines/expenses (especially quarantine costs) that are imposed on Thomas Cook Airlines UK by the country concerned.

For details about payment, carriage or damages during the flight please read our Terms and Conditions.

If you have booked a connecting flight with another airline please contact the respective airline(s) to arrange the transport.

For flights operated by other airlines or codeshare flights other requirements for the acceptance of an Assistance Dog may apply.

Injuries, allergies & diseases

Medical conditions

There are some medical conditions that require your doctor to confirm that it’s safe for you to fly. If you’re not sure whether this applies to you then speak to your doctor first.

A medical clearance assures us that your doctor is happy for you to fly with us, and that you will have a safe and healthy journey to your destination.

Here’s a few examples of conditions that may need to be cleared before you travel:

  • Recent surgery or injury
  • Existing medicaal conditions that require current consultant visits
  • Contagious diseases or ilnesses
  • Intention to seek medical treatment abroad
  • Oxygen, or carriage of some respiratory equipment
  • Harness requirement

Our team may ask you to fill out a medical clearance form which we will use to ensure that it is safe for you to travel.

Click here to fill out a medical clearance form.

Flying with a plaster cast

If you’ve got a recent fracture that has been treated with a complete plaster cast, you must not fly within 48 hours of being treated. However If the plaster is a split or back slab type and does not fully enclose the limb then there will be no problem and you are fit to fly.

  • Broken Limbs: Any plaster cast must have been set in place for over 48 hours for legs and 24 hours for arms. In the case of a full leg plaster, where the leg can’t be bent, 2 additional seats must be purchased.

Want to know more? Air trapped inside a plaster cast which has fitted less than the times given above may expand at cabin cruising altitude. This, combined with the swelling of the limb following a fracture, will cause severe pain and might damage the limb further.

If assistance is required, seating will be automatically added for the passenger and a medical companion. Passengers can take crutches or a walking stick on board the aircraft.

Flying with a contagious disease?

We’re naturally keen to prevent you and our passengers from falling ill, so we have guidelines for travelling with certain conditions. As the following illnesses can be contagious, we’ve put together the following information to help you decide whether to fly or not. The list below is not exhaustive but just a few examples of more common conditions that can arise. Please contact us if you have other symptoms.

Chicken pox

  • Children who have the early signs of the disease are advised NOT to travel as this is the most infectious time. Once the rash begins to dry-up and the blisters form dry scabs the patient is no longer infectious. The child is usually fit to travel after seven days from the first appearance of the rash.

Measles

  • Customers with Measles should not fly until the condition has completely resolved.

Mumps

  • Customers with symptoms of mumps should not fly until the condition has completely resolved which is usually after 10 days.

Shingles (Herpes Zoster)

  • Customers with shingles are not considered to be infectious especially if the shingles rash is on a covered part of the body. Shingles on the face or in the eye can be very unsightly and these customers shouldn’t fly until they’ve consulted their doctor. Customers returning home with facial or ophthalmic shingles should obtain a ‘fit to fly’ letter. In the event that a doctor’s note is required, this should be dated within 3 months of the date of travel and fitness to fly certificates should be dated within 7 days of the date of travel.

Any allergies?

Peanuts and nut products are sold on-board Thomas Cook aircraft. Please advise a member of our crew once on-board the flight of your allergy – the cabin crew can suspend the sale of nut products during that flight.

The cabin crew will also make an announcement to other customers requesting where possible, to refrain from consuming their own nuts whilst on-board the aircraft. However, we can’t forbid customers from eating food containing nuts on-board.

Customers flying with our sister airline Condor who have a nut allergy can fill in a form where the allergy is declared. Please contact us for a copy of the form. If you’re travelling on a different airline then there may be a different policy on allergies. Please contact the airline you are flying with for further information on their specific policies.

Medical equipment and oxygen

Some medical equipment can be brought on board, but you’ll need to make sure it complies with the applicable airlines restrictions.  The following information is based on flights operated by Thomas Cook Airlines (TCX flight numbers).

Medical equipment and oxygen

Some medical equipment can be brought on board, but you’ll need to make sure it complies with the applicable airlines restrictions. The following information is based on flights operated by Thomas Cook Airlines (TCX flight numbers).

CPAP machines

Additional medical luggage allowance can be added free of charge for essential medical equipment. For this request to be actioned, we will need the following details of the device:

  • Make and model
  • Weight and dimensions (height width and depth),
  • A doctors letter or certificate of authenticity must be carried by the passenger along with the device

Dialysis machine

Additional luggage allowance can be added for carriage of a Dialysis Machine on flights operated by Thomas Cook Airlines and this is free of charge. To request this, we need the following details:

  • Make and model
  • Weight and dimensions (height width and depth)
  • A disclaimer form must be signed and returned to the Special Assistance Department
  • You are permitted to take an amount of fluid on-board sufficient for your journey to your destination. You will need to arrange for additional fluid to be delivered directly to your hotel/accommodation

Harness

Thomas Cook Airlines have Crelling Harnesses (model 27) which can be used if requested in advance. These are available in three sizes: 27i age 3-5 years, 27a age 6-8 years and 27b age 9 – adult. Only one harness can be provided on any given flight.

You could also bring your own harness, this is also limited to one (in addition to the one provided by the airline).

Please note: If you require the use of a harness on a Condor aircraft (flight numbers starting DE or operated by DE) you will have to provide your own, which will need to be cleared for use.

Please let us know if you require use of a harness or intend to bring your own, as soon as possible through the Special Request form.

If you require the use of a harness you will be allocated a seat in the last row of the aircraft at no additional charge.

Medical baggage

Medical baggage can be requested free of charge, either as additional hand baggage (up to a maximum of 5kg per passenger over and above the standard 6kg already allocated) or as hold baggage.

Please note: medical baggage is anything that is medically essential. This includes equipment, nutrient requirements or medication which is necessary to maintain vital functions and/or ensure mobility. E.g. colostomy equipment and artificial limbs.

Oxygen concentrators

If you have a specific question please send us your request.

Please note that there is no electric main socket so any device will need to be battery powered and fully charged prior to departure. The battery duration must be able to last 150% of the flight duration.

Additional oxygen information

(Only available on flights until 1st November 2017*)

If you need additional on board oxygen during your flight, we can help you out, providing your flight is under the duration of 5 hours.

The cost for additional oxygen on flights with Thomas Cook Airlines is £100 per flight.

Important information and regulations:

  • Only one customer on a flight can use additional oxygen
  • On our aircraft Oxygen is delivered via an on-demand nasal cannula
  • We are currently able to provide Oxygen for children as young as 2 years old, providing they weigh at least 13kg

Requesting Additional Oxygen

  • If you need oxygen for your flight then please request it from our Special Services Department using the Oxygen Request Form. They will then check the availability and provide you with a form in order to verify medical conditions, fitness to fly and your exact oxygen requirements.
  • Once this form has been completed and returned by your doctor, the Special Services Department will contact you directly to take payment and provide you with confirmation.

Taking your own additional oxygen

Unfortunately we cannot allow customers to travel with their own filled oxygen cannisters.

*A review of our Additional Oxygen service has taken place to see if we are meeting our customer’s needs.   It appears that the requirements, of our customers, using the oxygen varies considerably and therefore the decision has been made to stop the service from 1st November 2017. For those customers who have a confirmed booking the oxygen will still be provided. The option to use an FAA approved Oxygen Concentrator is still available which will meet all our customers’ requirements more adequately.

Requesting assistance

If you have a specific question or would like to book to book or take your own FAA approved Oxygen Concentrator on a flight Thomas Cook Airlines, please send us your request.

We would recommend that if you are travelling within the next 5 days that you contact our Special Assistance team by way of telephone to discuss your requirements. We can’t be held responsible if you don’t tell us about special requirements that will affect your holiday experience. If you don’t tell us then we won’t compensate you.

Medication on board

Your health and peace of mind are important to us, so there’s no problem with bringing your medication on board Thomas Cook aircraft. Before you travel though we would kindly ask you to study the guidelines below to make sure your journey goes as smoothly as possible.

Medication

Customers carrying syringes and/or needles must carry a doctor’s note or a repeat prescription as confirmation of medical requirement. Please read the following important advice about travelling with medication.

  • We recommend that you carry enough medical supplies to cover use in-flight, plus sufficient for 2-3 days use upon arrival. The remainder should be packed in the hold, (the temperature of which is maintained between 4 and 5 degrees centigrade)
  • Have a letter from your GP confirming the name and type of medication being carried, with prescribed doses. The letter should state what the medication is for and any other medical items required. For example, syringes or EpiPens, that might otherwise be questioned by local security or customs
  • The medication should be in its original packaging, clearly pharmaceutically labelled identifying it as prescribed and belonging to you
  • It is advisable to obtain a repeat prescription from your GP and take this with you when you travel abroad so that medication can be replaced in event of loss, damage or having insufficient supplies
  • Please be aware that some medication may contain ingredients that are considered illegal in other countries. We recommend that you check with the Embassy of the country you’re going to. It’s your responsibility to ensure medication is not prohibited in your final destination. If you need further information please go to www.gov.uk/travelling-controlled-drugs

If a customer on the booking is carrying a controlled substance then that customer’s Doctor will need to complete a Controlled Substances Form which must be taken to the airport.

Needles and syringes

The carriage of needles and syringes is permitted on-board Thomas Cook aircraft for the treatment or control of medical conditions. However, you must also carry supporting documentation in the form of either:

  • A letter from your GP confirming the type of medication and what it is for. Or,
  • If you do not have a GP’s letter, the medication must have a printed pharmaceutical label identifying it as prescribed and belonging to you

A “sharps” box to dispose of needles safely and hygienically is available on-board – please ask the crew.

Keeping medication cold

There’s no facility to store medication on board Thomas Cook Airlines flights for keeping medication cold, (for example, insulin used for diabetes). However, you may bring a cool bag with you, but you won’t be able to use liquid based ice/freezer blocks (or similar) due to security restrictions.

Liquid medication in hand luggage

The amount of liquid medication you’re allowed to take in your hand luggage is subject to current security advice. Please visit the Department for Transport website for the latest information.

In the event a doctor’s note is required, this should be dated within three months of the date of travel and fitness to fly certificates should be dated within seven days of the date of travel.

Requesting assistance

If you or any member of your party require special assistance, please contact us at least 48 hours before departure free on: 0800 107 3409. Our opening hours are Monday to Saturday from 08:00 – 20:00.

We would recommend that if you are travelling within the next 5 days that you contact our Special Assistance team by way of telephone to discuss your requirements. We can’t be held responsible if you don’t tell us about special requirements that will affect your holiday experience. If you don’t tell us then we won’t compensate you.

Mobility aids & manual wheelchairs

We can transport prosthetic limbs, wheelchairs, and other mobility aids free of charge. Sight and hearing impaired passengers are also welcome to bring their service dogs into the cabin.

Motorised mobility aids

Battery powered mobility aids can only be carried when they are for use by a customer whose mobility is restricted by their disability, their health or age, or a temporary mobility problem (e.g. a broken leg). To support the safe carriage of your wheelchair, please notify us at least 48 hours before you travel. The type of wheelchair you have will determine how we are able to load it onto the aircraft. Before a mobility aid is loaded onto our aircraft, Thomas Cook Airlines must be satisfied that the mobility aid has been made safe in accordance with the ICAO Technical Instructions (see details below). If Thomas Cook Airlines cannot be satisfied or where it has been established that the mobility aid hasn’t been made safe, Thomas Cook will refuse carriage of the mobility aid. In such circumstances Thomas Cook is not under obligation to make it safe.

There are other factors which could prevent the carriage of an electric mobility aid;

    • The mobility aid dimensions exceed cargo door dimensions
    • The tare (unladen) weight of the mobility aid exceeds the aircraft loading limitations after all possible load-spreading options have been considered
    • Insufficient space being available on the aircraft at the time your booking is made
    • Thomas Cook Airlines is not satisfied that the requirements of the ICAO Technical Instructions have been met in relation to the safe carriage of the customer’s Mobility Aid

Thomas Cook Airlines has a fleet of various aircraft types. Thomas Cook Airlines can’t guarantee the type of aircraft a customer will be travelling on at the time of booking. However, the minimum hold dimensions are as follows:

Width:

    • 1.5 m/59 in

Height:

    • 1.2 m/47 in

Length:

    1.6 m/64 in

Please note that certain aircraft types may have larger dimensions than those shown above so if your mobility aid is larger than these minimum dimensions then please contact us so that we can discuss your requirements.

Availability of information on specific electric mobility aids

User guides of Electric Mobility Aids normally include the tare weight and dimensions. The British Healthcare Trades Association (BHTA) has compiled (in conjunction with its members) a log containing all of the information needed by an airport and airline to facilitate the safe carriage of many Mobility Aids. The log is published at the following address: www.bhta.net

Thomas Cook needs the following information before you travel:

  • Make and Model of the Electric Mobility Aid
  • Type of battery:
  • WCBD – Non Spillable Batteries
  • WCBW – Wet Cell Batteries – Spillable
  • WCLB – Lithium ion Batteries
  • Number of batteries
  • The TARE (un-laden) weight
  • Dimensions (i.e. length x width x height)
  • Instructions for preventing inadvertent operation (see below for your specific battery type).
  • Regulation (EC) 1107/2006 concerning the rights of disabled persons and persons with reduced mobility when travelling

It’s the responsibility of the airport operators to assist anyone with a disability during their time at the airport. Airlines must provide the airport with information in advance so that the appropriate service can be offered. To enable us to pass your request to them, please contact us as soon as possible with the details of your device. In accordance with Regulation (EC) 1107/2006 disabled persons and persons with reduced mobility are required to notify Thomas Cook, at least 48hrs prior to travel. To do this please call our dedicated Mobility Assistance line on TELEPHONE: 0800 107 3409

Mobility aids with NON SPILLABLE batteries

To ensure the safe carriage of your wheelchair/mobility aid, the following must be completed by our airport representatives before the wheelchair is loaded on to the aircraft. Please inform us of the following:

  • The battery terminals must be protected from short circuits – The battery terminals of current models of electric mobility aids tend to be protected from short circuit through the battery being fully encased and an integral part of the device. Batteries do not necessarily need to be disconnected because if this is not done correctly it could increase the risk of fire. On other models where the terminals are exposed it may be necessary to insulate battery terminals, e.g. with electrical insulating tape
  • Electrical circuits must be inhibited to prevent inadvertent operation – The means of inhibiting circuits to prevent the accidental activation of electric mobility aids vary. Some have a key which can be switched to the off position and removed. An aid which is only switched on and off with a push-button could be reactivated in flight by the inadvertent movement of baggage or cargo therefore, further steps are required to inhibit the circuits of such devices, for example disconnecting electric cable plugs or connectors, or inserting an inhibiting plug (such as an Airsafe plug) into the charging socket of the devices
  • Installed batteries must be securely attached to the chair
  • Where the mobility aid is specifically designed to allow its non spillable battery (ies) to be removed by the user (e.g. a collapsible device) – The battery must be removed, the terminal protected from short circuit and carried in strong rigid packaging in the aircraft hold. Thomas Cook will not provide the packaging. This must be provided by the customer

Mobility aids with LITHIUM batteries

To ensure the safe carriage of your wheelchair/mobility aid the following must be completed by our airport representatives before the wheelchair is loaded on to the aircraft. Please ensure the following:

  • If the battery is to be detached from the wheelchair then the battery must not exceed 300 Wh, if the battery will remain connected to the wheelchair then there is no Watt Hour Maximum limit
  • A maximum of one spare battery not exceeding 300 Wh or two spares each not exceeding 160Wh can be carried. Spare batteries must be carried in the passenger CABIN and you must ensure the circuits are protected from short circuit
  • That the battery terminals are protected from short circuits – The battery terminals of current models of electric mobility aids tend to be protected from short circuit through the battery being fully encased and an integral part of the device. Batteries do not necessarily need to be disconnected because if this is not done correctly it could increase the risk of fire. On other models where the terminals are exposed it may be necessary to insulate battery terminals, e.g. with electrical insulating tape
  • That electrical circuits are inhibited to prevent inadvertent operation. The means of inhibiting circuits to prevent the accidental activation of electric mobility aids vary. Some have a key which can be switched to the off position and removed. An aid which is only switched on and off with a push-button could be reactivated in flight by the inadvertent movement of baggage or cargo therefore, further steps are required to inhibit the circuits of such devices. For example disconnecting electric cable plugs or connectors, or inserting an inhibiting plug (such as the Airsafe plug) into the charging socket of the devices
  • Installed batteries must be securely attached to the chair
  • Where a lithium battery powered mobility aid is specifically designed to allow its battery (ies) to be removed by the user (e.g. a collapsible device), the battery must be removed, the terminals protected from short circuit and carried in the aircraft CABIN

Mobility aids with SPILLABLE batteries

To ensure the safe carriage of your wheelchair/mobility aid the following must be completed by our airport representatives before the wheelchair is loaded on to the aircraft. Please ensure the following:

Provided that the Wheelchair / Mobility Aid can be loaded, stowed, secured and unloaded always in an upright position then the battery may remain installed in the Wheelchair/ Mobility Aid. It must be verified that:

  • The battery terminals are protected from short circuits, e.g. by being enclosed within a battery container
  • The battery is securely attached to the Wheelchair / Mobility Aid
  • Electrical circuits have been isolated

If the wheelchair or mobility aid cannot be loaded, stowed, secured and unloaded in an upright position, the battery must be removed. The wheelchair or mobility aid may then be carried as checked baggage without restriction. The removed battery must be carried in strong, rigid packaging as follows:

  • Packaging must be leak-tight, and resistant to battery fluid
  • Batteries must be protected against short circuits, secured upright in these packaging and surrounded by compatible absorbent material sufficient to absorb their total liquid contents
  • The packaging must be marked “BATTERY, WET, WITH WHEELCHAIR” OR “BATTERY, WET, WITH MOBILITY AID” and be labelled with the “Corrosive” label and with the “Package Orientation” label

Thomas Cook Airlines is not responsible for packaging the battery. This must be carried out by a Cargo Shipping Company in accordance with the current Dangerous Goods Regulations. Customers are recommended to make advance arrangements.

We recommend all customers that batteries which are spillable should be fitted with spill-resistant vent caps whenever possible.

Insurance

Our liability for carrying your baggage and equipment is limited in accordance with the International Conventions. You can find further details about our liability on our Lost or Damaged baggage page, and in our Terms and Conditions of Carriage in Section 27 ‘Airline Liability’.

We recommend that all our customers have adequate Insurance cover in place for up to the replacement value of their equipment before travelling.

If you’re concerned about any items or equipment you are carrying in your baggage and would like to insure them, Thomas Cook Airlines check-in desks are able to offer additional insurance to cover higher value items (charges apply).

Requesting a wheelchair or buggy

Wheelchair assistance to cover distances in the airport, or assistance with an ambulift to avoid stairs on/off an aircraft can be provided free of charge.

We can provide you with an on-board wheelchair** free of charge on all of our flights. These can be reserved until up to two business days (48 hours) prior to departure.

Hiring equipment in resort

Thomas Cook do not have a contract to hire equipment in resort. If you require this service it must be arranged privately.

Walking sticks and other mobility aids

Walking sticks and crutches can be carried on board our aircraft. This will not count as hand luggage so will not count towards your standard 6 kg allowance. If you are taking a rollator, zimmer frame, or any other mobility aid these can be carried free of charge in the hold of the aircraft (the same procedure as a wheelchair). The mobility aid can be checked in and airport staff will assist you and your medical companion to the aircraft. Alternatively, you can keep your mobility equipment with you until the departure gate where it will then be taken and put into the hold and safely stored.

Requesting assistance

For special assistance enquiries, please contact us using the following details:
If you or any member of your party are taking mobility equipment, you can provide details online via our Online-request form.

If you or any member of your party require special assistance, please contact us at least 48 hours before departure free on: 0800 107 3409. Our opening hours are Monday to Saturday from 08:00 – 20:00.
We would recommend that if you are travelling within the next 5 days that you contact our Special Assistance team by way of telephone to discuss your requirements. We can’t be held responsible if you don’t tell us about special requirements that will affect your holiday experience. If you don’t tell us then we won’t compensate you.

** Not available on Thomas Cook Airlines Belgium flights (carrier code HQ)

Thomas Cook Airlines Special Assistance

Thomas Cook Airlines Special Assistance
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