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Foreign exchange
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Foreign exchange

Buying currency

I want to reserve currency for next day collection, but it’s not available.

For currencies other than Euro and US Dollar, we can’t guarantee that they will be in stock for next day collection. Please phone your local Thomas Cook store to check if the currency you need is in stock before reserving online.

Otherwise, if you don’t need it for the next day, select the soonest day available when reserving.

How can I get currency today?

Nearly all of our Thomas Cook stores have travel money; if you need currency today, phone your local store to check availability.

I can’t find the currency I need.

You can choose from over 50 currencies for home delivery or collection from a Thomas Cook store. However, some currencies are not freely available outside of the country of origin.

If you can’t find what you need, phone your local Thomas Cook store and an advisor will be happy to help.

I've already ordered but need to reserve more currency.

No problem, you can either do an additional reservation online or just call the store you are collecting from and an advisor will be happy to help.

What do I need to bring to collect my travel money in-store?

You’ll need your order reference number and valid photographic ID.

For certain transactions proof of address and secondary ID might be required.

Do you charge commission?

No, we don’t charge commission on foreign currency. Please note that your credit card provider may charge a cash advance fee for buying foreign currency (2% fee when loading GBP onto our prepaid card).

What mix of notes will I get?

If you’re collecting from a Thomas Cook store, you can choose the denominations you’d like, subject to availability.

For home delivery orders, we’ll do our best to provide a mixture of notes.

Will you call me regarding my order?

It may be necessary for us to contact you regarding your order, so please provide your correct phone number and email address.

I have a question about my home delivery order.

Please have a look at our home delivery FAQs

I missed my in-store collection date, can I still collect the order?

Please phone the store you selected to collect from and an advisor will be happy to help.

Rates

Will the rate be the same when I collect my currency?

The rate you reserve is guaranteed until close of business the same day.

Currencies other than Euros and US Dollars may not be available to collect today and, if not, our Reserve & Collect rate on day of collection will apply.

The currency exchange rate has changed since last time I checked.

Exchange rates are subject to change at any time and may change throughout the day.

Currency buy back

Do you buy currency?

We’ll buy back your left-over currency, commission fee, at our buy-back rate of the day (notes only, no coins).

What’s the buy-back rate today?

Please call your local store for today’s buy-back rate.

Lyk card

Topping up your Lyk Card

How do I top up my Lyk card?

Your Lyk travel money card is easy to top up; all loads/top ups are subject to the limits set out below. Further details on fees and limits can be found here.

Top up your card online using ‘My Account’

You can register for My Account to top up your card, view your available balance, transfer between currencies, track your spending, manage your personal details, reveal your PIN and more.

Login to My Account

Online top up limits (across all currencies on the card):

  • In one day (and maximum card balance at any time): GB£5,000
  • Within 7 days: GB£15,000
  • Within 60 days: GB£30,000
  • Within 12 months: GB£30,000

The limits above relate to the total card fund balance (across all currency wallets) and cannot be exceeded.

Please be aware, the name and UK address of payment card used must match the registered Lyk cardholder exactly for the payment to be successful.

For your security, from time to time, the total number of top ups you can make in 24 hours across the online, mobile app and phone channels may be restricted. If you have successfully topped up via one of these channels you may need to wait 24 hours before topping up again, unless you top up via bank transfer or in branch (where available).

Top up via the mobile app

Mobile app top up limits (across all currencies on the card):

  • In one day: GB£2500

Please note we cannot accept top ups from third parties and only two top ups are  permitted per day.

Top up in store

You can visit any one of our Thomas Cook stores to top up your Lyk card in cash or using  your credit or debit card. Don’t forget to bring your ID and your Lyk card.

You can find your local store here.

Top up via phone (0800 023 2943)

Telephone top up limits (across all currencies on the card):

  • In one day: GB£750
  • Within 60 days: GB£1,500

Payments will only be accepted from bank accounts in the name of the registered Lyk cardholder.

If you would like to top up by phone when you are abroad, please call +44 203 9012515 or one of the free phone numbers available for each country.

Top up via Bank Transfer

You can also top up your Lyk card via phone or internet banking.

Please ensure you login to My Account to define your default currency (the currency your bank transfer will be deposited to).

 

  • Bank details beneficiary/payee: Mastercard Prepaid
  • Sort code: 20-32-53
  • Account number: 63 80 75 68
  • Reference: Your 16 digit Lyk card number (on the front of your card)
  • Amount: Maximum of GB£5,000 in one bank transfer but your total card fund balance at any one time (including all currencies) may not exceed GB£5,000.

Please note we will only accept payments from bank accounts in the same name as the Lyk cardholder.

It may take up to 5 working days for your bank to transfer the funds to us, however, be assured that we will load the funds onto your Lyk card within 24 hours of receiving them. We will send you confirmation via email that your top up has been successful. Please ensure you have registered for My Account to enable you to receive these emails.

Things to remember when topping up:

  • The top up limits above relate to the total card fund balance (across all currency wallets) and cannot be exceeded. Your maximum balance at any time cannot exceed £5,000, and your maximum balance in any 12 month period cannot exceed £30,000.
  • For your security, from time to time, the total number of top ups you can make in 24 hours across the online, mobile app and phone channels may be restricted. If you have successfully reloaded via one of these channels you may need to wait 24 hours before reloading again, unless you reload via bank transfer or in branch (where available).
  • We can only accept payment from the registered Lyk cardholder
  • We cannot accept reloads from third parties
  • Top ups will only be processed and accepted if the name and UK registered address of the payment card exactly matches the name and address on your Lyk account. To update your details please contact Card Services.

Waveband

How do I get a Lyk Waveband and how much does it cost?

The waveband is currently only available to purchase online at the time of purchasing a Lyk card. You must be a resident of the UK and be 18 or over. All applications are subject to application, and acceptance of the Lyk Terms & Conditions.

To apply, simply follow this link to purchase and select ‘Yes’ to ‘Would you like a Lyk Waveband?’ during the ‘Get a quote’ stage. The order summary will be automatically updated to include the waveband and it costs £7.99.

Can I get a Lyk Waveband without a Lyk card?

No. The Lyk Waveband comes as an addition to the card. You cannot have a waveband on its own. The Lyk card does not cost anything (minimum load of £10 applies online).

I am already a Lyk cardholder, how do I get a waveband?

Unfortunately, you cannot order the waveband separately after purchasing your Lyk card. However, you could apply for a new Lyk card and purchase the waveband online. Once your new card is activated, you can arrange a balance transfer from your existing card by contacting customer services on 0800 023 2943 (from the UK) or +44 203 901 2515 (from other countries). Lines are open 24/7.

How do I activate my Lyk Waveband?

To activate:

  1. Login at to My Account at lykcard.com and press Activate your card.
  2. Find the card number that matches your 4 digit number (see reverse of micro tag).
  3. Enter your 3 digit security code (see reverse of micro tag).
  4. Push out the micro tag and insert into the wristband.
  5. Follow the online instructions to add money and spend.

How do I pay using my Lyk Waveband?

It works in the same way as a contactless card. It’s safer than cash and uses the same secure system as Chip and PIN so you can be fully confident when paying.

So, whether you’re grabbing lunch on the go or treating yourself to a cocktail on the beach, keep a look out for the contactless symbol and simply wave to pay. You can keep track of your spending in the Lyk app or by logging in to your online account.

What are the limits on my Lyk Waveband?

  • In the same way as a contactless card, your Lyk Waveband can only be used for transaction amounts within the country contactless limit. Over this limit you will need to use your Lyk card to pay.
  • As with all cards, other fraud prevention rules are in place that can change from time to time; these should not impact day to day spending on your Lyk Waveband.
  • Contactless limits in common Lyk destinations include the following:
    • UK 30 GBP
    • France 30 EUR
    • Germany 25 EUR
    • Spain 20 EUR
    • Portugal 20 EUR
    • Netherlands 25 EUR
    • Italy 25 EUR
    • Greece 25 EUR
    • Austria 25 EUR
    • Switzerland 40 CHF
    • Turkey 50 TRY
    • Australia 100 AUD
    • US 100 USD
    • Canada 100 CAD
    • New Zealand 80 NZD
    • United Arab Emirates 100 AED
    • South Africa 500 ZAR

Where can I use my Lyk Waveband to make a payment?

You can use the Lyk Waveband at any terminal/reader that displays the Contactless Symbol. To ensure the transaction goes through, you need to align your waveband with the Contactless Symbol on the terminal/reader.

Can I use my Lyk card and waveband at the same time?

Yes. You can use them at the same time as per the Lyk card limitations and terms and conditions. Your Lyk Waveband accesses the same funds as your Lyk card so there is no need to load your waveband separately.

Can I return my device if I change my mind?

We want you to be completely happy with your Lyk Waveband. However if you change your mind within 14 days of the activation day, we are happy to offer you a full refund. Please contact customer services on 0800 023 2943 (from the UK) or +44 203 901 2515 (from other countries) to arrange a refund.

What if I lose my Lyk Waveband?

Log into your Lyk app to suspend your waveband, blocking further spend instantly, or call customer services on 0800 023 2943 (from the UK) or +44 203 901 2515 (from other countries) to block your card.

Can I get a replacement Lyk Waveband if I lose it?

Yes. To order a replacement of Lyk Waveband please contact customer services on 0800 023 2943 (from the UK) or +44 203 901 2515 (from other countries). Lines are open 24/7. The replacement of a Lyk Waveband costs £7.99.

Using your Lyk card

How does my Lyk card work?

The Lyk card is a chip and PIN protected prepaid Mastercard® currency card.
You can load multiple currencies onto it before you travel at the most current foreign currency exchange rates, and then use it in cash machines worldwide to access your money quickly and safely. You can also pay for goods and services online and in store.

Can I use my Lyk card to shop online?

You can use your Lyk card to shop online (within the limits and restrictions of your card) from any merchant that accepts Mastercard Prepaid.
By using your Lyk card in the currency that the online site trades in (if it is one of the currencies on your card), you know exactly what your purchase will cost and the exchange rate used. For your safety, you may be asked to provide the security code that’s printed on the signature strip on the back of the card.
Your Lyk card may not be used for money transfers (i.e. the sending of funds to a third party) or for accessing money transfer services, or to access or purchase goods from adult or gambling locations or internet sites and must not be used for any unlawful activity. You must comply with all laws and regulations (including any foreign exchange controls) in respect of the card in the country of purchase and/or use.

What currencies can my Lyk card hold?

The Lyk card can be loaded with GBP only, which will either be added to your GBP currency, or converted into up to 9 additional currencies including Euros, US Dollars, Australian Dollars, Canadian Dollars, New Zealand Dollars, South African Rand, Turkish Lira, Swiss Franc and Emirati Dirham, at an exchange rate determined by the branch where you load it or communicated to you during the online purchase process.
You can move money between the currencies on your Lyk card, at your convenience, 24 hours a day, 7 days a week via ‘My Account’ or our native App.

How do I retrieve my PIN?

You can get a PIN reminder by selecting the ‘PIN reveal’ option in My Account.
Alternatively, you can call our Customer Service Team and select the PIN option, 24 hours a day, 7 days a week.

How do I change my PIN?

You can change your PIN at any cash machine in the UK or Europe that displays the Mastercard® Acceptance Mark and has a ‘PIN change’ function on its cardholder menu.

What if my Lyk card is declined in a shop?

This should only happen when you don’t have enough money on the Lyk card to cover the purchase (though you can always use what money you do have on your card to make a partial payment and settle the balance with another card or cash, if the merchant supports it).
Be aware that some restaurants and car hire companies may require the card to have an available balance greater than the purchase amount, before they will authorise the payment.
Check that the retailer you are purchasing from accepts Mastercard Prepaid. Because of new EU requirements, merchants in the EU/EEA will be able to choose whether or not they wish to accept Mastercard prepaid/debit/credit or commercial cards.
Please check with the merchant, as they have to inform you if they decide not to accept all types of Mastercard cards. Merchants will also be expected to display this information prominently at the entrance of the shop and at the till or, in the case of distance sales, this information should be displayed on the merchant’s website or other applicable electronic or mobile medium.

Can I get cash back with my Lyk card?

No, unfortunately cash back is not available on your Lyk card.

Is there a delivery charge for the card?

Standard delivery is free of charge. Once you have successfully applied for your Lyk card online, you should expect your card to arrive in 3-5 business days.

If you are due to travel soon and need your card sooner, you could use our express delivery service at a cost of £4.99 to receive your card within 2 business days.

When I use my card at a bar, restaurant,or petrol station, or for taxi, limousine, and telecommunication services transactions, how long are the funds reserved for and why?

As a merchant may not settle the final bill immediately, tolerance is applied to ensure that there are sufficient funds available when the final bill is settled.
The amount authorised by the merchant plus the tolerance percentage or fixed amount is reserved from your available Card Fund until the merchant settles the final amount (i.e. payment is requested); at which time the exact final amount is debited from your Card, or for 7 days, whichever is sooner.
If the final settlement amount exceeds the relevant available currency balance on the card, the remaining amount will be taken from another currency on your card. The currencies are prioritised in this order of priority: GBP, EUR, USD, AUD, CAD, NZD, ZAR, TRY, CHF and AED. This will be at an exchange rate determined by Mastercard on the day your transaction is processed.

Please note that the exchange rate used at the time the transaction is authorised (and the funds are reserved) may be different to the exchange rate used on the day the transaction is settled. However, you will only be charged for the actual and final amount of the transaction you sign for or validate by PIN.
As the merchant may not settle the final bill within the 7 days (i.e. ask for payment), and in some cases may take up to 30 days to settle (at which time the funds are debited from your Lyk card), we recommend that you check your transaction history regularly via ‘My Account’ and take this into account, including the tolerance, to ensure you have sufficient funds available for your spending. Typically, a merchant will submit the settlement request within 24 hours of you authorising the transaction.

How much more than the bill amount do I need to have on my Card for transactions at bars, restaurants and petrol stations?

When using your Lyk card at the merchants listed below, a percentage or a fixed amount may be added to the amount of the transaction when it is submitted by the merchant for authorisation.
The addition of this percentage or fixed amount to the transaction amount authorised by the merchant is called ‘tolerance’. This means that the value of the transaction plus the tolerance percentage or flat amount is reserved (‘ring-fenced’) from your available Card Fund. The table below sets out the typical percentage or fixed rate that may be added to the value of the transaction.
Merchant Category / Tolerance (% of the authorised amount) Bars (or other similar drinking places) / 20% Restaurants (or other eating places) / 20% Automated fuel dispensers / £50 or currency equivalent
For example, you have lunch at a restaurant and your total bill comes to US$50.00. You are required to have an available Card Fund or currency equivalent of at least US$60.00 for the transaction to be authorised ($50 + 20% tolerance ($10) = $60.00). You will only be charged for the actual and final amount of the transaction you sign for or validate by PIN.

I don’t have as much money available on the card as I thought. Why is this?

When using your Lyk card at some merchants (see table below), you may be required to have an available Card Fund greater than the value of the transaction you wish to make.
This is because: (i) a merchant may request more funds than you initially authorised to cover the amount of the transaction (e.g. the meal or bar bill) plus an additional gratuity, tip or service charge agreed by you; or (ii) in the case of an automated fuel pump transaction or when you use your card to pay for telecommunication services, to ensure there are sufficient funds available to cover the final cost of the transaction.
The addition of this percentage or fixed amount to the amount of the transaction authorised by the merchant is called ‘tolerance’. Tolerance is only applied to certain merchant categories listed below.
Merchant Category / Tolerance (% of the authorised amount) Bars (or other similar drinking places) / 20% Restaurants (or other eating places) / 20% Automated fuel dispensers / £50 or currency equivalent

Should I use my card to reserve a hotel room, or as a deposit for car hire and cruises?

Your Lyk card is really adaptable, but it’s not suitable for everything.
You shouldn’t use your card as a deposit with car hire companies, hotels or cruise lines. This is because they will estimate the final bill and will require a sum of money to be reserved on your card to cover this. You will not be able to spend the reserved amount for some time. You can of course use your Lyk card to settle your final bill.

What if the cash machine asks for a six digit PIN?

In some countries, you may be asked for a six digit PIN, when using a cash machine.
However, your Lyk card uses a standard four digit PIN, which will still be accepted as normal if the cash machine has been set up correctly in compliance with MasterCard regulations.
If you need assistance with any PIN issues, please call Customer Services.

What is pre-authorization?

While your card is really adaptable, it’s not suitable for everything.
When you use your Lyk card as a deposit with car rental companies, hotels or cruise lines, they may require authorization of an amount larger than the transaction as a guarantee of payment. Although you will only be charged for the actual and final amount of the transaction, any additional amount that is included in the initial authorization will be unavailable to you until the final transaction settles. Therefore, we do not recommend transactions that could create larger authorizations in which case the funds could be unavailable to you for a period of time. You can of course use your Lyk card to settle your final bill.

What happens if I do not have sufficient funds available in the relevant currency to cover the value of the transaction plus the tolerance amount?

If the value of the transaction plus the tolerance percentage or flat amount exceeds the relevant available currency balance on the card, then the remaining amount will be funded by converting into the next available currency in the order of priority: GBP, EUR, USD, AUD, CAD, NZD, ZAR, TRY, CHF and AED.
Please see your Multi-currency Terms and Conditions for further information. The exchange rate used is the rate determined by Mastercard® to be the wholesale rate in effect on the day the transaction is authorized by the merchant, plus the foreign exchange margin (sometimes called foreign exchange fee).
Please also see the ‘Using the Card’ sections of your Card Terms and Conditions.

Boingo Wi-Fi

How do I redeem the 3 months free Boingo Wi-Fi offer with my Lyk card?

Once you have received and activated your Lyk card, please visit mastercard.boingo.com to verify your eligibility and register.

You must register for a Boingo account within 12 months of buying your Lyk card. Please note that Wi-Fi access is limited to three months from registration. You need your 16-digit card number to hand to register.

How many devices are allowed on one account at a time?

The device limit for Boingo Wi-Fi for Lyk card customers is 4 devices, and can include any combination of smartphones, tablets and laptops.

Where can I connect to Boingo?

You can locate accessible hotspots by visiting http://wifi.boingo.com or downloading the Boingo Wi-Finder app. There is a map of hotspots on the website as well as on the mobile app by using the Wi-Finder hotspot locator.

Please note that you can only access Boingo Wi-Fi networks overseas and you cannot access Boingo Wi-Fi in the country where you bought your Lyk card.

Support for using your card

What if my Lyk card is lost/stolen/damaged?

Lost, stolen or damaged cards must be reported to Customer Services immediately so that your travel money is protected.
The dedicated Customer Services team is on hand to help, 24 hours a day, 7 days a week. If your Lyk card goes missing, call Customer Services straightaway and they will cancel it, giving complete protection of your funds (subject to full compliance with the terms and conditions). Customer Services can then make appropriate arrangements to minimise the impact on your trip, including emergency cash replacement up to the available balance of your card, subject to availability: the emergency cash service may not be available in every country – depending on the availability of the money transfer network.
Visit our Contact page to find details on how to contact the 24/7 Customer Services helpline by phone.
If you notice any transactions on your Lyk card that are incorrect or that you don’t recognise, please call the 24 hour Customer Services helpline immediately. In addition, if you believe your PIN or any other security information may have been compromised, please call Customer Services.

What do I do if I find an incorrect transaction on my card?

It is recommended that you check your transaction history and card balance at least once a month. You can do this online, once you have registered your Lyk card on ‘My Account’.

If you have any queries about your Lyk card balance or you notice a card transaction that you do not recognise, please notify the 24 hour Customer Services team as soon as possible and in any event within thirteen (13) months of the transaction debit date. They will be happy to check and confirm the transaction details for you.
If there is a transaction which is not correct, Customer Services can start the dispute process on your behalf and may request you to provide additional written information concerning any unrecognised transaction, or to complete a dispute form. Please help them to assist you by providing as much information as you can.
Visit the ‘Contact Us‘ page for more details on the dispute form.

My card has been lost or stolen

If your Lyk card has been lost or stolen we’re here to help.
You can contact our 24/7 Customer Service Centre to receive emergency assistance and where appropriate, our emergency cash service

I am not able to use my card

If you’re having trouble using your Lyk card there are some things you should check:
If you purchased your card online, you need to make sure that it has been activated.
Do you have sufficient balance on your card? You can check your balance via My Account or by calling the number on the back of your card.
Are you using the correct PIN?
Does the merchant or ATM accept Mastercard® Prepaid?
If you’ve gone through these steps but you’re still having trouble then please contact our 24/7 Customer Service Centre.

How can I contact Customer Services?

Simply visit the ‘Contact Us‘ section of this website.

Multi-currency wallet

How can I check my balance and move money between currencies?

You can check your balance, view your transaction history and move money between currencies as soon as you’ve registered your Lyk card in ‘My Account‘.
You can also use the Lyk mobile app, which is available for iOS and Android.

What currencies can my Lyk card hold?

The Lyk card can be loaded with GBP only, which will either be added to your GBP currency, or converted into up to 9 additional currencies including Euros, US Dollars, Australian Dollars, Canadian Dollars, New Zealand Dollars, South African Rand, Turkish Lira, Swiss Franc and Emirati Dirham, at an exchange rate determined by the branch where you load it or communicated to you during the online purchase process.
You can move money between the currencies on your Lyk card, at your convenience, 24 hours a day, 7 days a week via ‘My Account’ or our native App.

Where can I use my Lyk card?

Your Lyk card can be used to withdraw money from cash machines worldwide displaying the Mastercard® Acceptance Mark.
You can also use your card to pay online and in stores around the world, wherever Mastercard Prepaid is accepted.
You can use your Lyk card in countries or areas with a different currency to those on your card. The system will automatically convert your stored currency(-ies) to the local one. Please note that for any transactions in a currency different from the currencies loaded on your Card, the funds available on the card will be used in the following order of priority: GBP, EUR, USD, AUD, CAD, NZD, ZAR, TRY, CHF and AED, at an exchange rate determined by Mastercard on the day the transaction is processed, increased by a percentage determined by us (see the Fees and Limits section for more details).
There are a number of countries and geographical regions where the use of the Lyk card is currently prohibited. If you attempt to withdraw cash from a cash machine, or use your card at shops, restaurants, hotels and online in any of these countries, your request will be declined and the reason given as ‘Declined, prohibited country’.
The countries and geographical regions currently affected are: Iran, North Korea, Sudan, Syria and Crimea.

What if I’m offered the option to pay in GBP whilst I'm abroad?

When abroad, you may get the choice of paying in British Pounds Sterling (GBP) rather than the local currency.
By choosing to pay in the local currency, you may avoid an extra foreign exchange conversion at additional cost to you. Remember that if you do not have enough funds in the local currency on your card, the balance will be taken from another currency on your card, in the following order of priority: GBP, EUR, USD, AUD, CAD, NZD, ZAR, TRY, CHF and AED at an exchange rate determined by Mastercard on the day the transaction is processed.

If I have GBP, USD and EUR in the wallet but I want to use Lyk in Mexico, how does it work?

Lyk intelligently selects the currency to match the transaction.  In the event that the destination currency is not amongst the 10 currencies you could load, then the transaction amount will be funded by converting into the next available currency in the following order of priority: GBP, EUR, USD, AUD, CAD, NZD, ZAR, TRY, CHF and AED.

Unlike some other providers, Lyk does not charge a foreign exchange fee.

The exchange rate used is the rate determined by Mastercard® to be the wholesale rate in effect on the day the transaction is authorized by the merchant.

For example:

The cardholder travels to Mexico and spends 1,000.00 MXN and they have 20.00 GBP and 30.00 EUR on their Lyk card.

Amount will be converted from MXN to GBP first and if it is insufficient to cover the transaction, the remaining amount will be converted from MXN to EUR.

In this case 481.90 MXN will be converted to 20.00 GBP first ( 1MXN = 0.0415 GBP*)

The remaining 518.10 MXN will be converted to 24.10 EUR (1MXN = 0.0465 EUR*)

The cardholder has 5.90 EUR left on the Lyk card after this transaction.

* The foreign exchange rate and the converted FX amount are indicative only. Foreign exchange rates are specific to the date and time Mastercard processes the transaction which may be different from the transaction date.

Cash Passport

Multi-currency Cash Passport

How does Multi-currency Cash Passport work?

Multi-currency Cash Passport is a chip and PIN protected prepaid Mastercard® currency card.

You can load multiple currencies onto it before you travel at the most current foreign currency exchange rates, and then use it in millions of cash machines worldwide, to access your money quickly and safely. You can also pay for goods and services online and in store.

How do I change my PIN?

You can change your PIN at any cash machine in the UK or Europe that displays the Mastercard® Acceptance Mark and has a ‘PIN change’ function on its cardholder menu.

How do I retrieve my PIN?

You can get a PIN reminder by selecting the ‘PIN reveal’ option in My Account.

Alternatively, you can call Card Services and select the PIN option, 24 hours a day, 7 days a week.

What is pre-authorization?

While your Card is really adaptable, it’s not suitable for everything.

When you use your Card as a deposit with car rental companies, hotels or cruise lines, they may require authorization of an amount larger than the transaction as a guarantee of payment. Although you will only be charged for the actual and final amount of the transaction, any additional amount that is included in the initial authorization will be unavailable to you until the final transaction settles. Therefore, we do not recommend transactions that could create larger authorizations in which case the funds could be unavailable to you for a period of time. You can of course use your Card to settle your final bill.

What is my default Currency and how do I change it?

Your default Currency is the Currency you set in ‘My Account’, for example before you top up your Card via internet banking; this is where we will allocate your money. You can only set one default Currency, but you can change it in ‘My Account’ at any time.

Where can I use Multi-currency Cash Passport?

Your Multi-currency Cash Passport can be used to withdraw money from millions cash machines worldwide displaying the Mastercard® Acceptance Mark.

You can also use your Card to pay online and in stores around the world, wherever Mastercard Prepaid is accepted.

You can use your Multi-currency Cash Passport in countries or areas with a different currency to those on your Card. The system will automatically convert your stored Currency (-ies) to the local one. Please note that for any transactions in a currency different from the Currencies loaded on your Card, the funds available on the Card will be used in the following order of priority: GBP, EUR, USD, AUD, CAD, NZD, ZAR, TRY, CHF and AED, at an exchange rate determined by Mastercard on the day the transaction is processed, increased by a percentage determined by us (see the Fees and Limits section for more details).

(Turkish Lira, Swiss Franc and Emirati Dirham available to reload by online or phone only)

There are a number of countries where the use of Multi-currency Cash Passport is currently prohibited. If you attempt to withdraw cash from a cash machine, or use your Card at shops, restaurants, hotels and online in any of these countries, your request will be declined and the reason given as ‘Decline, prohibited country’.

The countries currently affected are:

Iran, North Korea, Sudan, Syria and Crimea.

Can I use my Multi-currency Cash Passport to shop online?

You can use your Multi-currency Cash Passport to shop online (within the limits and restrictions of your Card) from any merchant that accepts Mastercard Prepaid.

By using your Multi-currency Cash Passport in the currency that the online site trades in (if it is one of the Currencies on your Card), you know exactly what your purchase will cost and the exchange rate used. For your safety, you may be asked to provide the security code that’s printed on the signature strip on the back of the Card.

Multi-currency Cash Passport may not be used for money transfers (i.e. the sending of funds to a third party) or for accessing money transfer services, or to access or purchase goods from adult or gambling locations or internet sites and must not be used for any unlawful activity. You must comply with all laws and regulations (including any foreign exchange controls) in respect of the Card in the country of purchase and/or use.

What is 'My Account'?

‘My Account’ is an online Card management area

where, once you have registered your Multi-currency Cash Passport, you can check your balance, move money between Currencies and review your transaction history.

How do I register my Card in ‘My Account’?

If you bought the Card in branch, click on the link for ’My Account’, select ‘New Registration’ and simply follow the instructions on the screen.

If you bought your Card online, it is already set up on ‘My Account’. Simply use the email address you provided when you bought the Card, plus the password you created during the purchase process, to log in to ‘My Account’, and manage your Card easily online.

You will need your full 16 digit Card number every time you log into ‘My Account’.

How can I check my balance and move money between Currencies?

You can check your balance, view your transaction history and move money between Currencies as soon as you’ve registered your Card in ‘My Account’. You can also use the Multi-currency Cash Passport mobile app, available for iOS and Android.

What do I do if I find an incorrect transaction on my Card?

It is recommended that you check your transaction history and Card balance at least once a month. You can do this online, once you have registered your Card on ‘My Account’.

If you have any queries about your Multi-currency Cash Passport balance or you notice a Card transaction that you do not recognise, please notify the 24 hour Card Services team as soon as possible and in any event within thirteen (13) months of the transaction debit date. They will be happy to check and confirm the transaction details for you.

If there is a transaction which is not correct, Card Services can start the dispute process on your behalf and may request you to provide additional written information concerning any unrecognised transaction, or to complete a dispute form. Please help them to assist you by providing as much information as you can.

Visit https://thomascook.cashpassport.com/contact-us/ for more details on the dispute form.

How can I contact Card Services?

Visit the ‘Contact Us‘ section on https://thomascook.cashpassport.com.

What if the cash machine asks for a six digit PIN?

In some countries, you may be asked for a six digit PIN, when using a cash machine.

However, Multi-currency Cash Passport uses a standard four digit PIN, which will still be accepted as normal if the cash machine has been set up correctly in compliance with MasterCard regulations.

If you need assistance with any PIN issues, please call Card Services.

What if my Multi-currency Cash Passport is lost/stolen/damaged?

Lost, stolen or damaged Cards must be reported to Card Services immediately so that your travel money is protected.

The dedicated Card Services team is on hand to help, 24 hours a day, 7 days a week. If your Multi-currency Cash Passport goes missing, call Card Services straightaway and they will cancel it, giving complete protection of your funds (subject to full compliance with the terms and conditions). Card Services can then make appropriate arrangements to minimise the impact on your trip, including emergency cash replacement up to the available balance of your Card, subject to availability2.

2 The emergency cash service may not be available in every country – depending on the availability of the money transfer network.

Please click here to find details on how to contact the 24/7 Card Services helpline by phone.

If you notice any transactions on your Multi-currency Cash Passport that are incorrect or that you don’t recognise, please call the 24 hour Card Services helpline immediately. In addition, if you believe your PIN or any other security information may have been compromised, please call Card Services.

Additional Card:

If you have two Cards linked to the same funds and you lose one of them, you can still access your travel money by using the other Card. Please be aware that you must still call Card Services immediately so that they can block the lost Card. You should also make sure that you keep your PIN separate from the Additional Card at all times.

If both your Multi-currency Cash Passports are lost, stolen or damaged, Card Services can arrange for a Replacement Card, and, if necessary, start the procedure for disputing unauthorised transactions. In an emergency situation they may arrange for funds, up to the available balance on your Card, to be sent to you via a global money transfer network, free of charge and usually available within 2 hours (up to 24 hours in more remote locations) and subject to availability in the relevant location.

What if my Multi-currency Cash Passport is declined in a shop?

This should only happen when you don’t have enough money on the Card to cover the purchase (though you can always use what money you do have on your Multi-currency Cash Passport to make a partial payment and settle the balance with another card or cash, if the merchant supports it).

Be aware that some restaurants and car hire companies may require the Card to have an available balance greater than the purchase amount, before they will authorise the payment.

Check that the retailer you are purchasing from accepts Mastercard Prepaid. Because of new EU requirements, merchants in the EU/EEA will be able to choose whether or not they wish to accept Mastercard prepaid/debit/credit or commercial cards. Please check with the merchant, as they have to inform you if they decide not to accept all types of Mastercard cards. Merchants will also be expected to display this information prominently at the entrance of the shop and at the till or, in the case of distance sales, this information should be displayed on the merchant’s website or other applicable electronic or mobile medium.

Should I use my Card to reserve a hotel room, or as a deposit for car hire and cruises?

Whilst your Card is really adaptable, it’s not suitable for everything.

You shouldn’t use your Card as a deposit with car hire companies, hotels or cruise lines. This is because they will estimate the final bill and will require a sum of money to be reserved on your Card to cover this. You will not be able to spend the reserved amount for some time. You can of course use your Card to settle your final bill.

What if I’m offered the option to pay in GBP whilst I'm abroad?

When abroad, you may get the choice of paying in British Pounds Sterling (GBP) rather than the local currency.

By choosing to pay in the local currency, you may avoid an extra foreign exchange conversion at additional cost to you. Remember that if you do not have enough funds in the local Currency on your Card, the balance will be taken from another Currency on your Card, in the following order of priority: GBP, EUR, USD, AUD, CAD, NZD, ZAR, TRY, CHF and AED at an exchange rate determined by Mastercard on the day the transaction is processed, increased by a foreign exchange margin determined by us per the terms and conditions.

Can I get cash back with my Multi-currency Cash Passport?

No, cash back is not available on Multi-currency Cash Passport.

How do I close my Multi-currency Cash Passport?

If you would prefer not to keep your Card for another trip, you can withdraw your remaining balance (assuming it is within the cash machine’s issuing limits) from a cash machine displaying the Mastercard® Acceptance Mark.

Or, if applicable, you may take your Multi-currency Cash Passport (and valid photo ID) back to the branch where you bought it and they will refund your remaining balance, less any fees. Payment will be in GBP and the exchange rate (if applicable) will be applied by the branch. Please note: not all branches will offer this service.

Alternatively, you can contact Card Services, and have your balance (less any fees and subject to exchange rates, if applicable) refunded to a UK bank or building society account in the name of the primary cardholder only. Please see your terms and conditions for more information. You may be given the option to donate (some or all) left-over funds to charity.

Why is tolerance applied to Chip & PIN transactions?

When using your Card at merchants where tolerance is applied, in some locations your Card may be authorised by the merchant prior to you agreeing the final bill, e.g. where you allow your Card to be swiped at a bar to open a tab.

The amount authorised by the merchant at this time plus the tolerance amount is reserved from your available balance. This is the case whether your Card only has a magnetic stripe or is Chip and PIN. We do not know at the time how a merchant will process a transaction and whether the merchant will initially authorise the transaction and later ask you to sign for or validate the transaction by PIN, together with an additional charge or tip agreed to by you. Therefore, a tolerance is added automatically where the merchant falls into one of the categories listed below.

Merchant Category / Tolerance (% of the authorised amount):

Bars (or other similar drinking places) / 20%

Restaurants (or other eating places) / 20%

Automated fuel dispensers / GB£50 or currency equivalent

I don’t have as much money available on the Card as I thought. Why is this?

When using your Card at some merchants (see table below), you may be required to have an available Card Fund greater than the value of the transaction you wish to make.

This is because: (i) a merchant may request more funds than you initially authorised to cover the amount of the transaction (e.g. the meal or bar bill) plus an additional gratuity, tip or service charge agreed by you; or (ii) in the case of an automated fuel pump transaction or when you use your Card to pay for telecommunication services, to ensure there are sufficient funds available to cover the final cost of the transaction.

The addition of this percentage or fixed amount to the amount of the transaction authorised by the merchant is called ‘tolerance’. Tolerance is only applied to certain merchant categories listed below.

Merchant category / Tolerance (% of the authorised amount):

Bars (or other similar drinking places) / 20%

Restaurants (or other eating places) / 20%

Automated fuel dispensers / GB£50 or currency equivalent

Please see ‘How much more than the bill amount do I need to have on my Card for transactions at bars, restaurants, petrol stations, for taxi and limousine transactions, and for telecommunication services?’ for further information on the additional amounts required.

You may also find that you have less money available on the Card than you thought because you have used your Card as pre-authorisation of a final payment. Please see ‘What is pre-authorisation?’ for more information on this.

How much more than the bill amount do I need to have on my Card for transactions at bars, restaurants and petrol stations?

When using your Card at the merchants listed below a percentage or a fixed amount may be added to the amount of the transaction when it is submitted by the merchant for authorisation.

The addition of this percentage or fixed amount to the transaction amount authorised by the merchant is called ‘tolerance’. This means that the value of the transaction plus the tolerance percentage or flat amount is reserved (‘ring-fenced’) from your available Card Fund. The table below sets out the typical percentage or fixed rate that may be added to the value of the transaction.

Merchant category / Tolerance (% of the authorised amount):

Bars (or other similar drinking places) / 20%

Restaurants (or other eating places) / 20%

Automated fuel dispensers / GB£50 or currency equivalent

For example, you have lunch at a restaurant and the total bill is US$50.00. You are required to have an available Card Fund or Currency equivalent of at least US$60.00 for the transaction to be authorised ($50 + 20% tolerance ($10) = $60.00). You will only be charged for the actual and final amount of the transaction you sign for or validate by PIN.

Please see ‘When I use my Card at a bar, restaurant, petrol station, or for taxi, limousine, and telecommunication services transactions, how long are the funds reserved for and why?’ for further information on this.

When I use my Card at a bar, restaurant or petrol station, how long are the funds reserved for and why?

As a merchant may not settle the final bill immediately, tolerance is applied to ensure that there are sufficient funds available when the final bill is settled.

The amount authorised by the merchant plus the tolerance percentage or fixed amount is reserved from your available Card Fund until the merchant settles the final amount (i.e. payment is requested), at which time the exact final amount is debited from your Card, or for 7 days, whichever is sooner.

If the final settlement amount exceeds the relevant available Currency balance on the Card, the remaining amount will be funded by converting that amount in the order of priority. Please see your Multi-currency Cash Passport Terms and Conditions for further information on the order of priority. The exchange rate used is the rate determined by Mastercard®, to be the wholesale rate in effect on the day the transaction is processed by Mastercard plus the foreign exchange margin (sometimes called foreign exchange fee). Please note that the exchange rate used at the time the transaction is authorised (and the funds are reserved) may be different to the exchange rate used on the day the transaction is settled, however, you will only be charged for the actual and final amount of the transaction you sign for or validate by PIN.

As the merchant may not settle (i.e. ask for payment) the final bill within the 7 days and in some cases may take up to 30 days to settle (at which time the funds are debited from your Multi-currency Cash Passport), we recommend that you check your transaction history regularly via ‘My Account’ and take this into account, including the tolerance, to ensure you have sufficient funds available for your spending. Typically, a merchant will submit the settlement request within 24 hours of you authorising the transaction.

Please see ‘What happens if I do not have sufficient funds available on my Card to cover the value of the transaction plus the tolerance amount?’ for further information on this.

What happens if I do not have sufficient funds available in my total available Card Fund to cover the value of the transaction plus the tolerance amount?

If you do not have sufficient funds available in your total available Card Fund to cover both the value of the transaction plus the tolerance amount, the transaction may be declined.

For example, you have lunch at a restaurant and the total bill is US$50.00. You only have US$50.00 on your Card and there is a 20% tolerance applied to restaurant transactions. If the restaurant tries to charge your Card with US$50.00, it will be declined because 20% tolerance is added to the transaction amount and there will be insufficient funds to cover US$60.00 ($50 + 20% tolerance ($10) = $60.00).

Please ensure you remember to take the tolerance amount into account. If you are using your Card at one of the merchant types where tolerance is applied, you may be unable to use your Card, unless you have enough in your total available Card Fund to cover the addition of tolerance. If the merchant supports it however, you can use your Card to make a partial payment, and cover the balance with some other payment method. Just make sure you tell the cashier before you start the transaction and confirm the amount you want deducted from your Card. The cashier should process your Card payment first, and then accept the remainder of the balance in whichever way you want to pay it.

What happens if I do not have sufficient funds available in the relevant Currency to cover the value of the transaction plus the tolerance amount?

If the value of the transaction plus the tolerance percentage or flat amount exceeds the relevant available Currency balance on the Card, the remaining amount will be funded by converting that amount into the next available Currency in the order of priority.

Please see your Multi-currency Terms and Conditions for further information on the order of priority. The exchange rate used is the rate determined by Mastercard® to be the wholesale rate in effect on the day the transaction is authorized by the merchant plus the foreign exchange margin (sometimes called foreign exchange fee).

Please also see the ‘Using the Card’ sections of your Card Terms and Conditions.

Can I activate Apple Pay on my Thomas Cook Cash Passport?

If you have a Thomas Cook Multi-currency Cash Passport and a compatible Apple device, you can activate a digital card. Single Currency cards are not eligible for Apple Pay. Click here for more information.

How do I authorise a regulated third party payment service provider to access my account information?

The new Payment Services Regulations 2017 (also known as PSD2) aim to promote innovation, competition and improved security and reliability. These came into effect from January 13th 2018.

What will these changes mean for you?

A key change makes it possible for you to authorise a regulated third party payment service provider to access your account information.

How can you make use of these new facilities?

You can only grant a third party access to the account information you can view. You need to register for online access to be able to request authorisation of a third party.

In order to request third party account access you must call Card Services, who will be able to assist with your request.

Any third parties you wish to authorise must appear in the UK Financial Conduct Authority’s and European Banking Authority’s register of regulated payment service providers.

It is important to emphasise that you must not share your login ID and password with anyone. This important security condition is part of the card agreement we have with you.

You can revoke the authorisation given to a third party for account access by contacting Card Services.

Common questions about your Single Currency Cash Passport

My Card has been lost or stolen

If your Card has been lost or stolen we’re here to help. You can contact our 24/7 Service Centre to receive emergency assistance and where appropriate, our emergency cash service. Go to https://thomascook.cashpassport.com/contact-us/ for a complete list of contact details.

I am not able to use my Card

If you’re having trouble using your Card there are some things you should check:

If you purchased your Card online, you need to make sure that it has been activated.
Do you have sufficient balance on your Card? You can check your balance via My Account or by calling the number on the back of your Card.
Are you using the correct PIN?
Does the merchant or ATM accept Mastercard® Prepaid?
If you’ve gone through these steps but you’re still having trouble then please contact our 24/7 Service Centre.

How do I change my PIN?

You can change your PIN at any participating UK ATM.

How do I register My Account?

It’s easy to register your account, all you will need is your Card number and the information you provided when you purchased your Card.

I am not able to log-in to My Account

The first thing to check is that you’ve registered your Card. You will need to go through the sign-up process before you can log-in.
Are you using the correct password? If you’ve forgotten your password, it’s not a problem. Simply click on the ‘Forgot Your Login?’ link on the My Account login screen and follow the on-screen instructions.

What currencies can I load my Thomas Cook Cash Passport with?

Thomas Cook Cash Passport purchased in the UK can be initially loaded with British Pounds (GBP) into the currency of the card you are purchasing. If you have a foreign currency Thomas Cook Cash Passport, the amount loaded will be converted to the currency of your Card.

Thomas Cook Single Currency Cash Passport is available in seven currencies, all of which may not be available at some retail locations: British Pounds, Euros, US Dollars, Australian Dollars, South African Rand, New Zealand Dollars and Canadian Dollars.

How do I close my Thomas Cook Cash Passport?

If you would prefer not to keep your Card at the end of your trip, you can withdraw your remaining balance (assuming it is within the ATM’s issuing limits) from any ATM, displaying the Mastercard® Acceptance Mark or the Visa or Plus logo (depending on which type of Cash Passport you have). Alternatively, to cashout your balance, enquire at your Purchase Location or call Card Services. A fee may apply (see your Terms and Conditions for more details on fees and limits).

When redeeming the balance of any unspent funds through Card Services, payment will only be made to a UK bank or building society account in your name. Redeeming the balance of unspent funds will usually be in Sterling at an exchange rate determined by us. You may redeem the balance of any unspent funds in the currency of the Card through Card Services. When redeeming a balance in the currency of the Card, your bank or building society may apply their own exchange rate fee to convert the funds into Sterling, unless you have an account in the currency of the Card.

When my Thomas Cook Cash Passport expires, what do I do?

You can purchase a Lyk Card online or via your local store. If you have any leftover balance on your Single Currency Cash Passport then you can cash out in branch or call Card Services.

Using your Single Currency card

What is pre-authorisation?

It is not recommended to use your Thomas Cook Cash Passport as a guarantee of payment for hotels, car hire, etc. These companies may estimate your bill, and if you use your Card as a guarantee for the estimated amount, the funds will be temporarily unavailable to access or spend. You can of course use your Thomas Cook Cash Passport to settle your final bill.

What is tolerance?

When using your Card at the merchants listed below a percentage or a fixed amount may be added to the amount of the transaction when it is submitted by the merchant for authorisation. The addition of this percentage or fixed amount to the transaction amount authorised by the merchant is called ‘tolerance’. This means that the value of the transaction plus the tolerance percentage or flat amount is reserved (‘ring-fenced’) from your available balance. The table below sets out the typical percentage or fixed rate that may be added to the value of the transaction.

Merchant categories / Tolerance (% of the authorised amount):

Bars (or other similar drinking places) / 10-20%

Restaurants (or other eating places) / 10-20%

Automated fuel dispensers / £10-£50 (or currency equivalent)

For example, you have lunch at a restaurant and the total bill is US $50.00. You have US $50.00 on your Card that you would like to use and there is a 10% tolerance applied to restaurant transactions. You are required to have an available balance of at least US $55.00 for the transaction to be authorised: US $55.00 ($50 x 10% = $5 + $50 = $55.00).

I don’t have as much money available on the Card as I thought. Why is this?

When using your Card at some merchants (see below), you may be required to have an available balance greater than the value of the transaction you wish to make. This is because: (i) a merchant may request more funds than you initially authorised to cover the amount of the transaction (e.g. the meal or bar bill) plus an additional gratuity, tip or service charge agreed by you; or (ii) in the case of an automated fuel pump transaction, to ensure there are sufficient funds available to cover the final cost of the transaction.

The addition of this percentage or fixed amount to the amount of the transaction authorised by the merchant is called ‘tolerance’. Tolerance is only applied to certain merchant categories listed below.

Merchant category / Tolerance (% of the authorised amount):

Bars (or other similar drinking places) / 10-20%

Restaurants (or other eating places) / 10-20%

Automated fuel dispensers / £10-£50 (or currency equivalent)

Please see ‘How much more than the bill amount do I need to have on my Card for transactions at bars, restaurants, and petrol stations?’ for further information on the additional amounts required.

You may also find that you have less money available on the Card than you thought because you have used your Card as pre-authorisation of a final payment. Please see ‘What is pre-authorisation?’ for more information on this.

How much more than the bill amount do I need to have on my Card for transactions at bars, restaurants, and petrol stations?

When using your Card at the merchants listed below a percentage or a fixed amount may be added to the amount of the transaction when it is submitted by the merchant for authorisation. The addition of this percentage or fixed amount to the transaction amount authorised by the merchant is called ‘tolerance’. This means that the value of the transaction plus the tolerance percentage or flat amount is reserved (‘ring-fenced’) from your available balance. The table below sets out the typical percentage or fixed rate that may be added to the value of the transaction.

Merchant category / Tolerance (% of the authorised amount):

Bars (or other similar drinking places) / 10-20%

Restaurants (or other eating places) / 10-20%

Automated fuel dispensers / £10-£50 (or currency equivalent)

For example, you have lunch at a restaurant and the total bill is US $50.00. You have US $50.00 on your Card that you would like to use and there is a 10% tolerance applied to restaurant transactions. You are required to have an available balance of at least US $55.00 for the transaction to be authorised: US $55.00 ($50 x 10% = $5 + $50 = $55.00).

Please see ‘When I use my Card at a bar, restaurant, or petrol station, how long are the funds reserved for and why?’ for further information on this?

When I use my Card at a bar, restaurant, or petrol station, how long are the funds reserved for and why?

The amount authorised by the merchant plus the tolerance percentage or fixed amount is reserved from your available Card balance until the merchant settles the final amount (i.e. payment is requested), at which time the exact final amount is debited from your Card, or for 7 days, whichever is sooner. As a merchant may not settle the final bill immediately, tolerance is applied to ensure that there are sufficient funds available when the final bill is settled. You will only be charged for the actual and final amount of the transaction you sign for or validate by PIN.

As the merchant may not settle (i.e. ask for payment) the final bill within the 7 days and in some cases may take up to 30 days to settle, at which time the funds are debited from your Cash Passport), we recommend that you check your transaction history regularly via ‘My Account’ and take this into account, including the tolerance, to ensure you have sufficient funds available for your spending. Typically, a merchant will submit the settlement request within 24 hours of you authorising the transaction.

Please see ‘What happens if I do not have sufficient funds available on my Card to cover the value of the transaction plus the tolerance amount?’ for further information on this?

Why is tolerance applied to CHIP and PIN transactions?

When using your Card at merchants where tolerance is applied, in some locations your Card may be authorised by the merchant prior to you agreeing the final bill, e.g. where you allow your Card to be swiped at a bar to open a tab. The amount authorised by the merchant at this time plus the tolerance amount is reserved from your available balance. This is the case whether your Card only has a magnetic stripe or is Chip and PIN. We do not know at the time how a merchant will process a transaction and whether the merchant will initially authorise the transaction and later ask you to sign for or validate the transaction by PIN, together with an additional charge or tip agreed to by you. Therefore, a tolerance is added automatically where the merchant falls into one of the categories listed below.

Merchant category / Tolerance (% of the authorised amount):

Bars (or other similar drinking places) / 20%

Restaurants (or other eating places) / 20%

Automated fuel dispensers / GB£50 (or currency equivalent)

Please also see the ‘Using the Card’ section of your Card Terms and Conditions.

How does my Card work?

Your Card works like any other payment card. Available in different currencies, you can use it to withdraw cash from ATMs and pay for services at millions of locations worldwide.

Can I use my Card in a hotel or to pre-pay for other services?

You can use your Card in a hotel or to pre-pay for other services. However, we recommend you only use the Card to settle your final bill. This is because the merchant will hold additional funds to cover the approximate costs of the services they are providing. The funds can be held for up to 30 days during which you will not be able to access them. This is called ‘pre-authorisation’. We would recommend using an alternative card to pay a deposit or when asked for a card swipe at check-in.

This process is also standard practice for car hire companies and cruise liners.

Can I use my Card in automated fuel dispensers?

We don’t recommend using your Card in automated fuel dispensers (‘Pay At Pump’). When you use an automated fuel dispenser a temporary hold of funds up to the equivalent of £-50 or currency equivalent – will be applied to your Card, even if your transaction is for a lower amount. This is to ensure that you have sufficient funds to pay for the fuel before you leave.

The funds can be held for up to 7 days meaning that you’re not able to access the additional money held during this period. We would always recommend paying at a kiosk or should you need to use an automated fuel dispenser, using an alternative card.

Where can I use the Card?

You can withdraw local currency from millions of ATMs worldwide displaying the Mastercard® Acceptance Mark.

Alternatively, you can use the Card to pay directly for goods or services at merchants that accept Mastercard Prepaid.

No matter which currency Card you purchase, you can still use your Thomas Cook Cash Passport in countries or areas with a different currency. The system will automatically convert your stored currency to the local one, for example, if you purchase a Euro Thomas Cook Cash Passport, you can still use it at ATMs in America.

Please note: There are a number of countries and geographical regions where the use of Cash Passport is currently prohibited. If you attempt to withdraw cash from a cash machine, or use your Card at shops, restaurants, hotels and online in any of these countries or geographical regions, your request will be declined and the reason given as ‘Decline, prohibited country’.

The countries currently affected are:

Iran, North Korea, Sudan, Syria and Crimea.

Can I use my Thomas Cook Cash Passport to purchase online?

You can use your Thomas Cook Cash Passport to shop online (within the limits and restrictions of your Card) at any merchant that accepts Mastercard Prepaid. For your security you may be asked to provide the security code that’s printed on the signature strip on the back of the Card.

Thomas Cook Cash Passport may not be used for money transfers or for accessing or purchasing goods from adult or gambling internet sites and must not be used for any unlawful activity. You must comply with all laws and regulations (including any foreign exchange controls) in respect of the Card in the country of purchase and/or use.

What if the ATM asks for a six digit PIN?

In some countries, you may be asked for a six digit PIN, when using an ATM. However, Thomas Cook Cash Passport uses a standard four digit PIN, which will still be accepted if the ATM has been set-up correctly in compliance with Mastercard regulations.

If you need assistance with any PIN issues, please call Card Services.

What happens if I do not have sufficient funds available on my Card to cover the value of the transaction plus the tolerance amount?

If you do not have sufficient funds available in your available balance to cover both the value of the transaction plus the tolerance amount, the transaction may be declined. For example, you have lunch at a restaurant and the total bill is US $50.00. You have US $50.00 on your Card that you would like to use and there is a 10% tolerance applied to restaurant transactions. If the restaurant tries to charge your Card with US $50.00, it will be declined because 10% is added to the transaction amount and there will be insufficient funds to cover US $55.00 ($50 x 10% = $5 + $50 = $55.00).

Please ensure you remember to take the tolerance amount into account. If you are using your Card at one of the merchant types where tolerance is applied, you may be unable to use the entire balance on your Card, unless you have enough to cover the addition of tolerance. If the merchant supports it however, you can use your Card to make a partial payment, and cover the balance with some other payment method. Just make sure you tell the cashier before you start the transaction and confirm the amount you want deducted from your Card. The cashier should process your Card payment first, and then accept the remainder of the balance in whichever way you want to pay it.

Questions about transactions with your Single Currency Cash Passport

How do I check my balance and recent transactions?

You can check your balance and recent transactions once you have registered for My Account.

Alternatively, you can call our 24/7 automated service using the number on the back of your Card to check your balance and hear any recent transactions.

I do not recognise a transaction, what should I do?

If you notice a transaction you do not recognise you should immediately call our 24/7 Service Centre who will initiate the investigation process.

Adding money to your Single Currency Cash Passport

How do I add money to my Card?

you can reload online (5 simple steps), reload via phone (+44 203 684 6495) or reload in-store.

Please note that reload limits for each option apply, see further information in the Fees & Limits table at https://thomascook.cashpassport.com/single-currency-cash-passport/.

My money has not reached My Account yet. Why?

Some Card reloads can take longer to appear on your balance than others:

If you reload via our 24/7 Service Centre, your funds will be available straight away.

If you reload online, your funds will be available within 24 hours.

If you reload via Internet/Telephone Banking and your bank participates in the Faster Payments Scheme your funds will be available within 24 hours. Some banks and building societies do not participate in this scheme and can take up to 5 working days to send payments. However, be assured that we will load the funds onto your Card within 24 hours of receiving them.

Roam insurance

Is there an age limit when it comes to purchasing an insurance policy?

Annual multi-trip cover is not available to anyone aged 70 years or over on the date of purchasing the insurance policy. If you reach the age of 70 years during the Period of Insurance, cover will continue until the next renewal date but not thereafter.

Single Trip cover is not available to anyone aged 85 years or over on the date of purchasing this insurance policy.

Please see the Age Eligibility section within the policy wording.

How do I contact you in the event of an emergency abroad?

Please telephone as soon as possible our Emergency Assistance Service on +44 (0) 1733 224 960.

What are the limits and excesses on the policy?

The financial limits and excess amounts vary per cover level. Financial limits relate to the maximum amount we will pay out under an individual section of cover and the excess relates to the amount of money that you are responsible for per incident, per section per insured person claiming.
Please refer to the schedule of benefits table within your policy wording and your insurance certificate for confirmation of these values.

Is this insurance available to non-UK residents?

This policy is only available to you if you are permanently a resident in the United Kingdom and have registered with a Medical Practitioner in the United Kingdom.
Please refer to the Residency section within your policy wording.

Does my policy cover repatriation?

Yes, under the emergency medical and other expenses section. However, please note that our Emergency Assistance Service must be contacted to help and support you, if you need to be repatriated back to the United Kingdom.

What should I do if I require medical treatment in Australia?

If you require medical treatment in Australia, you must enrol with a local Medicare office. You do not need to enrol on arrival, but you must do this after the first occasion that you receive treatment.

In-patient and out-patient treatment at a public hospital is then available free of charge. Details of how to enrol and the free treatment available can be found in the Health Advice for Travellers booklet available from your local Post Office. Alternatively, please call the Emergency Assistance Service for guidance.
If you are admitted to hospital, contact must be made with the Emergency Assistance Service as soon as possible, and their authority obtained in respect of any treatment not available under Medicare.

I am abroad at the moment, can I still buy this insurance policy?

You can only buy this policy when you are located in the United Kingdom.
Please refer to the definition of a holiday within your policy wording.

Can I cancel this policy at any time?

Yes. However, please note that you may only cancel this policy to receive a full refund of premium if:

  • You have not travelled.
  • No claim has been made.
  • No claim is intended to be made and that no incident likely to give rise to a claim has occurred within 14 days of receiving the policy documents to obtain a refund of the premium you have paid.

If you do not contact us within this 14 day time period, then you can still cancel the policy, but no premium refund will be made to you.
Please, refer to the general conditions section within your policy wording.

Do you cover pregnancy?

This policy does not intend to cover the normal costs or losses otherwise associated with pregnancy (including multiple pregnancy) or childbirth. However, this policy will cover you, should complications arise with your pregnancy, which fall within the definition of complications of pregnancy and childbirth section, during your period of insurance.
Please refer to the definitions section of your policy wording.

Are there any significant or unusual exclusions or limitations?

Yes and we strongly recommend that all of our customers read their policy wording as soon as possible to ensure that the insurance provided meets with their individual requirements.
Within each section of cover, exclusions are confirmed that relate specifically to that section of cover. Please note that the policy wording also confirms the general exclusions of cover that apply across your insurance policy.

Is dental treatment covered?

Under the emergency medical and other expenses section of your policy, reference is made to the extent of the available dental cover. Please note that the financial limits and excess amounts vary depending upon the level of cover that you purchase (please refer to the schedule of benefits table within your policy wording) and that we only cover “emergency dental treatment for the immediate relief of pain to your natural teeth incurred outside of your home area, up to the amount shown in the features and benefits table.”

Who is the insurer?

This policy is underwritten by White Horse Insurance Ireland dac who are authorised and regulated by the Central Bank of Ireland. This can be checked by visiting their website at www.centralbank.ie.

What is Insurance Premium Tax?

Insurance Premium Tax (IPT) is a tax on general insurance premiums that is paid by a customer at the time of purchasing and paying for their travel insurance policy with Thomas Cook Travel Insurance.

I have some existing medical conditions. Can I get cover for these too? What is classed as an existing medical condition?

Please note that we have designed this insurance policy to cover you for unforeseen events, accidents or serious illnesses that may occur during a period of insurance.

You and anyone insured on this policy will NOT be covered for any claims arising directly or indirectly from the following:

  1. At the time of taking out this policy,
    • You will NOT be covered for any medical condition you are aware of but you have not had a diagnosis for;
    • You will NOT be covered for any medical condition which has been diagnosed as a terminal condition;
    • You will NOT be covered for any existing medical condition (as explained below) UNLESS YOU HAVE DECLARED IT TO US AND WE HAVE EXPLICITLY AGREED TO PROVIDE COVER FOR YOUR EXISTING MEDICAL CONDITION.

    Existing medical condition means in the last 12 months, any medical condition for which You or anyone to be insured on this policy:

    1. Has been prescribed medication.
    2. Has received surgery, treatment or investigations in:
      – a hospital (inpatient or outpatient); or
      – a clinic (including a doctors surgery, a medical specialist, a physiotherapist or a nursing home)
    3. Is on a waiting list for or have the knowledge of the need:
      – for surgery; and/or
      – investigation at a hospital (inpatient or outpatient) or a clinic (a doctors surgery, a medical specialist; a physiotherapist or a nursing home).

    In the case of point 3, no cover will be provided under section A – Cancellation, however, cover may be provided for the existing condition while you are away IF YOU HAVE DECLARED IT AND WE HAVE AGREED THIS.

  2. At any time,
    1. Any medical condition you are travelling with against the advice of a medical practitioner (or would be travelling against the advice of a medical practitioner had you asked their advice);
    2. Any medical condition for which you are travelling with the aim of receiving medical treatment (including surgery or investigation) or advice outside your home area;
    3. Any medical condition for which you are not taking the recommended treatment or prescribed medication as directed by a medical practitioner;
    4. You are travelling against any health requirements set by the carrier, their handling agents or any other public transport provider.

Please note:
If you extend this insurance and we agree to include your existing medical conditions, we will issue an endorsement to you that confirms the terms under which we have provided cover.

You must keep the endorsement with your policy documents and produce it if you make a claim or if there is an incident that may give rise to a claim. We have the right not to extend this insurance to cover any existing medical condition or conditions.

What is medical screening?

Medical Screening is a series of questions that we put to our customers to determine if an additional premium is required to cover an existing medical condition.
Please see the previous question and our answer. During the medical screening process, we will ask specific questions to allow us to assess the risk that your existing health condition(s) pose to us – as your insurer.
If we are able to cover your existing medical condition(s), then you will need to pay an additional premium to cover any losses arising from your existing medical condition(s). If you do not pay this additional premium to us, then you will not have any cover for any claim(s) that relate to your existing medical condition(s).
Please note that you need to answer all medical screening questions accurately as we will compare your answers to your medical records during our processing of your claim.
Please refer to the important conditions relating to health section, the general exclusions applicable to all sections of the policy, as well as the general conditions applicable to the whole policy section within your policy wording.

Can I take out insurance if I am currently being diagnosed, under referral, awaiting an operation or haven’t been discharged from outpatient care?

No. Please see the question above entitled “I have some existing medical condition. Can I get cover for these too? What is classed as an existing medical condition?”

If a medical condition(s) is “excluded”, what does that mean?

This means that you will have no cover if you make a claim that relates directly or indirectly to the excluded medical condition. You therefore will be responsible to pay all applicable costs that you incur as a result of your claim.

Can I purchase cruise cover?

Yes, if you purchase or have purchased either of the Essential, Select or Prime cover levels, then you are eligible to buy this additional/optional cover section.

Please refer to the schedule of benefits table within your policy wording.
The extent of cover available under this optional cover section is then fully detailed within the Essential, Select and Prime policy wording under the section header of ‘Cruise Cover.’

Gift cards

About the Thomas Cook Gift Cards and eGifts

What’s the difference between a Gift Card and an eGift?

A Gift Card is a physical plastic card loaded with a value. It has an expiry date of approximately 2 years printed on the reverse and can be reloaded by anyone online and in store using a debit or credit card with a UK billing address as payment method, provided that they have the 10 digits serial number printed on the card.

 

An eGift is a virtual card with a value attached It has an expiry date of 24 months from the date of receipt. When purchasing an eGift, an email is sent to the recipient. The email contains details to retrieve the eGift card details so that the funds on the eGift can be used. You can add a personal message with the eGift. It can be reloaded by anyone online and in store using a debit or credit card with a UK billing address as payment method, provided that the person topping it up has the 10 digits serial number. Please note, there is a 2% charge when paying by corporate credit card.

Both can be redeemed against the same products.

Is there a choice of different designs to choose from?

We have several designs to suit any occasion including Birthdays, Christmas & Congratulations.
Please see in store or online at www.thomascook.com/gift-cards for current designs.

Where can I find the Thomas Cook Gift Cards and eGifts Terms and Conditions?

Buying a Thomas Cook Gift Card or eGift

How and where can I buy a Thomas Cook Gift Card or eGift?

You can buy Thomas Cook Gift Cards and eGifts from any Thomas Cook or The Co-operative Travel UK high street store, and online at www.thomascook.com/gift-cards.

The debit or credit card used to make the payment must have a UK billing address. Please note, there is a 2% charge when paying by corporate credit card.

How much can I load on a Gift Card or an eGift?

The minimum load value is £10, and the maximum load value is £5000.

Can I give the card to someone else to use?

Yes, the card may be given to someone else to use, however we do recommend that the recipient of the card registers their card as soon as they receive it at www.thomascook.com/gift-cards, to protect the funds. Please note, however, Gift Cards and eGift cards cannot be re-sold or transferred for value.

I ordered a Gift Card online; how long will it take for it to be delivered?

Our plastic Gift Cards are sent out by 1st class post. Orders placed before 3pm, Monday to Friday, will be dispatched that day; otherwise they will be dispatched the next working day.

I ordered an eGift; how long will it take for it to be delivered?

Orders for eGift cards are sent by email within 24 hours, but usually much faster.

Can I order Gift Cards and eGifts online to be delivered directly to the recipient?

You can order several Gift Cards and eGifts at the same time. Each eGift has to be added to your order one at a time and for each eGift, you will need to enter the recipient’s email address or your own.

You can add several Gift Cards of the same design at a time, and you can repeat the process to add Gift Cards of different designs to your order.

There can be only one postal delivery address per order.

The purchaser’s billing address may be different from the postal delivery address.

My friend didn’t receive the Gift Card or eGift I ordered online for them. What do I do?

Please call 0333 003 5784.

My Gift Card or eGift never arrived. What do I do?

Please call 0333 003 5784.

Registering your gift card or eGift

Why should I register my Thomas Cook Gift Card?

You are responsible for keeping your gift card safe, and should treat it as if it is cash. Lost or stolen gift cards cannot be replaced, unless you have previously registered the gift card with us. Gift cards should be registered at www.thomascook.com/gift-cards.

Why should I register my Thomas Cook eGift?

You are responsible for keeping your eGift safe, and should treat it as if it is cash. Lost or stolen eGifts cannot be replaced, unless you have previously registered the eGift card with us. eGift
cards should be registered it at www.thomascook.com/gift-cards.

I am buying a gift card for someone, how do I protect it?

Keep the card safe and once gifted, encourage the recipient to register the gift card immediately.

Checking the balance and topping up your Gift Card

How do I know how much money is on my gift card?

You can check your Gift Card or eGift balance online at www.thomascook.com/gift-cards; if you have a plastic Gift Card, you can scan the QR code on the card using a smartphone app. Alternatively, you can check your Gift Card or eGift balance in any Thomas Cook UK store.

Can I top-up my Gift Card or eGift?

Yes, you can top-up your Gift Card or eGift online at thomascook.com/gift-cards or in any Thomas Cook UK store.

Online, to top-up a Gift Card, the debit or credit card used to make the payment must have a UK billing address. Please note, there is a 2% charge when paying by corporate credit card.

Is there a limit on how much I can top-up a Gift Card or eGift?

The maximum value of a Gift Card cannot exceed £5000 at any one time. You can top-up and redeem a Gift Card or eGift as many times as you like until the expiry date printed on the card.

Note that any funds remaining on your Gift Card or eGift when it expires will be deducted and the card will no longer be valid for redemption.

I have just bought a Gift Card for someone, but I didn’t put enough funds on it. Can I top- up their card after having bought it?

Yes, you can top-up the Gift Card or eGift after having purchased it. To do so you will need to
know the gift card’s or eGift’s 10 digits serial number (which is different from the 16 digits card number) located on the back of the card or in the eGift email sent.

Can I buy a Gift Card or eGift for everyone to top-up for our friend’s birthday?

Yes, you can. Buy a Gift Card or eGift in any Thomas Cook UK store, or if you buy it online, have it delivered to your postal address for Gift Card or your email address for an eGift. Once you have received it, simply give all your friends the 10 digit serial number that is printed on the card or on the eGift and tell them to go to www.thomascook.com/gift-cards to top-up the card or eGift. Note that both in store and on the website the payment will be processed using 3DSecure, and the debit/credit card used to make the payment must have a UK billing address. Please note, there is a 2% charge when paying by corporate credit card.

I live abroad, can I buy a Gift Card online as a present for my friend in the UK?

Yes, as long as you have a debit or credit card with a UK billing address. To buy or top-up a Gift

Card or eGift, the debit or credit card used to make the payment must have a UK billing address. Please note, there is a 2% charge when paying by corporate credit card.

Using a Thomas Cook Gift Card or eGift

Can I use Thomas Cook gift cards to buy any products in any Thomas Cook UK store?

You can use Thomas Cook Gift Cards and eGifts as payment for travel products and services including travel insurance. They cannot be used to purchase travel money, international money transfers or other gift cards.

For wedding packages, you can also use your Gift cards and eGifts, up to 14 days after the end of your wedding holiday / honeymoon, and get a refund of the same amount, on the payment method that you originally used to pay for your wedding holiday / honeymoon. This is an exclusive service offered by Thomas Cook, which enables you to plan and book your wedding holiday package, and use the gift cards received as presents, once you’ve returned from your trip.

You can also use Gift Cards and eGifts on Thomas Cook Sports products instore or by calling Thomas Cook Sport on 01733 224 834.

How do I redeem my gift card online?

If you have a Thomas Cook gift card, then you can pay for the full cost of your Thomas Cook holiday using the balance on your card.  Our Thomas Cook Gift Cards/eGift Cards can be used on www.thomascook.com  to make payments for existing or new online bookings for a package holiday operated under one of the following brand names: Airtours, Club 18-30, Manos or Thomas Cook.   They can also be used to pay for Airtours package holidays booked on the Airtours website at airtours.co.uk.

Important:   Please note that Gift Cards/eGift Cards cannot be used when making or paying for a city break, hotel-only, flight-only or cruise booking online.   To use your Gift Card /eGift for these types of products, please contact your local Thomas Cook store.

Online on an existing online booking: If your holiday booking reference starts with 5300, you can also use Gift Cards and eGifts in the ‘Manage my booking’ section, to pay part or all of the remaining balance due on your holiday booking, redeeming the gift cards and/or eGifts one at a time.

Can I buy currency with my gift card?

No, Thomas Cook Gift Cards, eGifts and Worldwide Travel vouchers cannot be used to purchase travel money, international money transfers, or other Gift Cards, eGifts or vouchers.

The value of my gift card is not enough to cover the cost of my holiday. What can I do?

In store: you can use your gift card as part or full payment and in conjunction with another payment method such as a debit or credit card or another gift card, paper vouchers or cash, in any Thomas Cook UK high street store.

Online when making a new booking: the value on the gift card needs to cover the amount due at the point of booking; this might be the deposit or the full amount if the booking is made less than 14 weeks before departure. You can top-up your Gift Card or eGift during your booking to match the amount due, or you can top-up your card at  www.thomascook.com/gift-cards. Note that to top-up a Gift card, the debit or credit card used to make the top-up payment, must have a UK billing address. Please note, there is a 2% charge when paying by corporate credit card.

Online on an existing online booking: If your holiday booking reference starts with 5300, you can also use Gift Cards and eGifts in the ‘Manage my booking’ section, to pay part or all of the remaining balance due on your holiday booking, redeeming the gift cards and/or eGifts one at a time.

How do I redeem my gift card?

In store: you can use Thomas Cook gift cards in the same way as you would use a debit card, up to the amount available on the card, as part of full payment against bookings made in any Thomas Cook UK high street store.

Over the phone: you can also redeem your gift cards by phone with Thomas Cook Sports on 01733 224 834.

Online when making a new booking: Our Thomas Cook Gift Cards/eGift Cards can be used on www.thomascook.com  to make payments for existing or new online bookings for a package holiday operated under one of the following brand names: Airtours, Club 18-30, Manos or Thomas Cook.   They can also be used to pay for Airtours package holidays booked on the Airtours website at airtours.co.uk.

Important:   Please note that Gift Cards/eGift Cards cannot be used when making or paying for a city break, hotel-only, flight-only or cruise booking online.   To use your Gift Card /eGift for these types of products, please contact your local Thomas Cook store

Please note that the funds on the card must cover the amount due at the point of booking; this might be the deposit or the full amount if the booking is made less than 14 weeks before departure. If the value of the Gift Card or eGift is less than the amount due (deposit, or full balance), then you must first top up your card to cover the full amount, at www.thomascook.com/gift-cards. Also, you cannot use a combination of gift card, eGift, debit or credit card.

Online on an existing online booking: If your holiday booking reference starts with 5300, you can also use Gift Cards and eGifts in the ‘Manage my booking’ section, to pay part or all of the remaining balance due on your holiday booking, redeeming the gift cards and/or eGifts one at a time.

We are currently working to improve online redemption and to enable it on other websites and on other products.

I’ve just returned from my wedding holiday and honeymoon and I received Thomas Cook Gift Cards and eGifts as wedding presents. Can I use them against the wedding holiday and honeymoon I have just had?

Yes, as long as you have returned from your wedding holiday / honeymoon less than 14 days ago. You can go in store to redeem the gift cards against the price that you paid for the wedding holiday and honeymoon. You will receive a refund on the payment method that you used to pay for the booking originally. If you did not tell us that this trip was your honeymoon at the time of booking, we may request to see a recent wedding certificate as proof. Alternatively, why not keep your gift cards to use them towards your next holiday.

Can I use my Thomas Cook Gift Card / eGift on www.club18-30.com website?

No, at the moment the club 18-30 eGift or any other Thomas Cook Gift Cards and eGifts cannot be used on www.club18-30.com. However, all the packages available on www.club18-30.com can be booked in store, or through www.thomascook.com. You can search for the same Club 18-
30 holiday on www.thomascook.com and use the gift card to pay the full amount due at the time of making the booking.

Note that you may need to reload your Gift Card or EGift before you can use it to pay the amount due at the time of the booking online. Alternatively, If your booking reference starts with 5300, you can use your Gift Cards and eGifts on Thomascook.com in the
‘Manage my booking’ section, to pay part or all of the remaining balance due on your holiday
booking, redeeming one Gift Card and/or eGift at a time.

There are more funds on my gift card or eGift than the amount I need to pay; will I lose the difference?

No, the remaining funds on the Gift Card or eGift will remain available for redemption until the
Gift Card or eGift expires.

Lost, stolen, damaged Gift Card or eGift

I’ve lost my Gift Card, how do I get a replacement?

You are responsible for keeping your gift card safe, and should treat it as if it is cash. Lost or stolen gift cards cannot be replaced unless you have previously registered them.

Please call 0333 003 5784 to report a registered card as lost or stolen. Opening hours are 8am-
7pm Monday – Friday, excluding Bank Holidays. If you have registered your card, you can also log in to manage your card from www.thomascook.com/gift-cards or visit your local store.

Any loss or theft of a registered gift card must be reported as soon as the loss is discovered. Any funds remaining on the gift card at the point at which we receive notification of the loss/theft will be protected and transferred onto a new gift card. We cannot reimburse any monies that have been deducted from the card prior to receiving notification.

What if I lose my Gift Card, but I have proof of purchase, can I have a new one?

You are responsible for keeping your gift card safe, and should treat it as if it is cash. Lost or stolen gift cards cannot be replaced unless you have previously registered them.

Please call 0333 003 5784 to report a registered card as lost or stolen. Opening hours are 8am-
7pm Monday – Friday, excluding Bank Holidays. If you have registered your card, you can also log in to manage your card from www.thomascook.com/gift-cards or visit your local store.

Any loss or theft of a registered gift card must be reported as soon as the loss is discovered. Any funds remaining on the gift card at the point at which we receive notification of the loss/theft will be protected and transferred onto a new gift card. We cannot reimburse any monies that have been deducted from the card prior to receiving notification.

What happens if I delete my eGift email?

Try to retrieve it from your Deleted Items or Trash folder. If you cannot retrieve it from there, you can request that the email is resent by calling 0333 003 5784.

My Gift Card was stolen, how do I get a replacement?

You are responsible for keeping your gift card safe, and should treat it as if it is cash. Lost or stolen gift cards cannot be replaced unless you have previously registered them.

Please call 0333 003 5784 to report a registered card as lost or stolen. Opening hours are 8am-
7pm Monday – Friday, excluding Bank Holidays. If you have registered your card, you can also log
in to manage your card from www.thomascook.com/gift-cards or visit your local store.

Any loss or theft of a registered gift card must be reported as soon as the loss is discovered. Any funds remaining on the gift card at the point at which we receive notification of the loss/theft will be protected and transferred onto a new gift card. We cannot reimburse any monies that have been deducted from the card prior to receiving notification.

My Gift Card has broken in half, will you accept it?

Yes, provided that you can still clearly see the 16 digits card number, the expiry date and the 3 digits security code. If there are funds left on the card after use, please visit one of our stores and funds can be transferred onto a new undamaged card.

Expired gift card

Does my Gift Card have an expiry date?

Yes, this is printed on the back of the card and will be approximately 2 years at the time that the Gift Card was purchased, but sometimes greater.

Does my eGift card have an expiry date?

Yes, this is printed on the eGift and will always be 24 months from date of receipt.

My Gift Card expired last week, can I still use it?

No, any funds remaining on your gift card after its expiry date will have been deducted and the card will no longer be valid for redemption.

My eGift expired last week, can I still use it?

No, any funds remaining on your gift card after its expiry date will have been deducted and the card will no longer be valid for redemption.

Refunds

I made a purchase using a Gift Card or an eGift but now, I am due a refund; what form will I receive it in?

All refunds are made in the payment method, or combinations of payment methods used to make the original booking. For example, if a booking was made using a £100 gift card as part payment and the refund due is £100 or more, you will receive a £100 gift card as all or part of the refund.

Gift of Travel

Registering for a Gift of Travel account

How do I register my details for a Gift of Travel account?

Register your details online at giftoftravel.thomascook.com/Registrations and complete the required information. You’ll receive an email with a link to activate your account, which you must do within seven days of receiving the email. Once you’ve activated your account, we’ll send you your Gift Card by post. Don’t forget to protect your Gift Card by registering it at thomascook.com/gift-cards.

Can I register for a Gift of Travel account in my Thomas Cook store?

No, you need to register for a Gift of Travel account online at giftoftravel.thomascook.com/Registrations.

Will I receive anything confirming my Gift of Travel has been set up?

After you’ve registered your details and activated your account, you’ll receive a confirmation letter together with your Gift Card. Your Gift Card will have no value initially, but as your friends and family contribute to your account, the funds will be loaded onto your card.

How much does it cost to set up a Gift of Travel account?

Setting up your account is absolutely free.

How will I receive my Gift of Travel?

You’ll receive a confirmation letter & Gift Card by post to the address registered for your account. There won’t be any money on it initially, but as your friends and family contribute to your account, the funds will be loaded onto your card. You can check the balance of your Gift Card at any time by logging into your Gift of Travel account.

I’ve booked my wedding/honeymoon and paid in full already. Can I still set-up a Gift of Travel account?

Yes you can! After you’ve returned from your honeymoon, we’ll refund you the total amount you’ve received on your Gift Card. You’ll need to claim it within 14 days of returning*. This is an exclusive service offered by Thomas Cook.
*Please note you will need to advise the store at the time of booking that it is your honeymoon.

I’ve registered my details online but haven’t received an activation email.

Please call the Gift Card customer Care team on 0333 003 5784 or email us at thomascookgiftcards@svmglobal.com.

Where can I find the Gift Cards terms and conditions, and the website terms and conditions?

This is the link to the Gift Card Terms and Conditions and the Website Terms and Conditions.

Accessing and managing your Gift of Travel account

What are my login details?

What are my login details?

I’ve forgotten my password – how can I reset it?

Click on ‘Forgotten Your Password’ on the login screen and we’ll email you with a new password. It’s important to keep your password in a safe place and that both you and your partner know it, so you can both access your account page and make changes.

How do I change my password or personal details?

After logging in to your account page you’ll be able to edit the details you had originally entered. Note that you will not be able to change the website address for your page, once it has been created.

How do I see who has contributed to our Gift of Travel?

Just log in to your Gift of Travel account and look at your dashboard. This page will display a list of people who’ve contributed to your Gift Card using the Gift of Travel website and any messages they’ve left. You’ll also receive an email every time someone contributes via the Gift of Travel website. Please be aware that you won’t see contributions from people who have added to your Gift card in store, using the 10-digit serial number; this is why we recommend that you ask for contributions to only be made through the website.

How do I see how much money we’ve received?

Just log into your Gift of Travel account and look at your dashboard. This page will display the total amount that your friends and family have contributed online. Please be aware that you won’t see contributions from people who have added to your Gift card in store, using the 10-digit serial number; this is why we recommend that you ask for contributions to only be made through the website.

Creating your Gift of Travel page

Can I create more than one page on my account?

No, you can only create one page per account at the moment.

I made a mistake in the name of the website page I created. Is there any way that it can be changed?

No, once you’ve created your page you won’t be able to change the website address

Can I hide the names and messages from the people who contribute to my Gift of Travel on my page, so only I can see who gave what and the message they left?

Yes, when you create your page, you can select whether or not the contributions are published on your web page. If you want the contributions to be kept private so that only you can see them, they will only be displayed on your dashboard, so you know who to thank. Please be aware that even if you want names and messages to be displayed on your page, when someone makes a contribution, they may decide to make it only visible to you; those will also be visible in full on your dashboard only.

Is my Gift of Travel page public or private?

When you initially create your Gift of Travel page, it’s private. This means that only you can see it, it can’t be found by doing an online search in say Google or Bing.

If you share your web page address with your friends and family, the page will remain private and only the people who have the web page address will be able to access it.

If you or your friends and family share your web page address using Facebook or another social media account, the privacy of your page will become dependent on the privacy settings on that social media account. If the social media account settings allow for posts to be shared publicly, then search engines may index the page and it’ll become searchable through those search engines.

Sharing your Gift of Travel page

How do I tell my friends and family that my Gift of Travel page has been set up?

You’ll need to send your unique web page address, e.g. http://giftoftravel.thomascook.com/John-and-Jane-Smith to your friends and family. There are several ways you can do this:
When you are logged in on your Gift of Travel account, you can click on ‘Share my page’ on your dashboard. You’ll be able to send an email to one or several people at the same time with a personal message. They’ll receive an email with a link that’ll direct them to your page. Why don’t you share the page with yourself to see what it’ll look like?
You can add the web page address to your invitations, but we recommend that you copy and paste the address rather than type it to avoid any spelling errors. If you have to write the address of your page, be very careful about spelling as any mistake will mean that friends and family won’t be able to access your page.
You can also share the web page address via Facebook or other social media accounts; but be aware that by doing so, the privacy of your page will become dependent on the privacy settings of your social media account.

Contributing to your Gift of Travel

How do my friends and family contribute to my Gift of Travel?

All they need to do is enter the unique web page address that you gave them into their browser (or click on the link in the email invitation you will have sent them from the website), and they’ll be directed to your page. They’ll be able to enter the value they wish to contribute and leave a message for you if they choose to. They’ll need to pay with a valid credit or debit card*. The minimum amount they can add is £10 and each Gift Card allows a maximum of £5,000. If you are lucky enough to receive more than £5,000, a new Gift Card will be sent to you.
*Please note that only payments from cards issued in the UK are accepted. Also, this site is covered by 3Dsecure and therefore all transactions will require the credit/debit card holder to input the required fields from their password.

My friend would like to go into their local Thomas Cook shop to contribute, is this possible?

We recommend that everyone uses the Gift of Travel site to contribute to your Gift of Travel account, so that you can see who has contributed.
However, if this isn’t possible, you can give them the ten-digit serial number* that you’ll find on the back of your Gift Card. They can then contribute to your Gift of Travel account in store, however, these funds won’t be itemised on your Gift of Travel account page, so there will be a difference between the balance shown on your Gift of Travel account and the actual balance of the Gift Card. It also means that they won’t be able to leave you a message, so you won’t know who made the gift.
*Please note that you should not share the long 16 digits Gift Card number with your friends and family. They will not be able to top-up your Gift Card in store with the 16 digits Gift Card number.

Is there a minimum/maximum amount my friends and family can contribute?

The minimum contribution is £10. There’s no maximum contribution, however, each Gift Card has a maximum limit of £5,000. If your account exceeds £5,000, you’ll receive another card and any funds over £5,000 will be loaded onto the new one. When a contribution takes the balance of your card over £5,000, we’ll accept the payment, and show the contribution on your dashboard.

We’ll load your current Gift Card up to £5,000 and send you a new one. Within a few days of you receiving your new Gift Card, all remaining contributions over the £5,000 which have been added to your first Gift Card, will be loaded onto your new Gift Card. The delay is to make sure that the new card that we send you doesn’t have any funds on it before you receive it, so that while it’s in transit, there are no funds on the card and it can’t be used. Remember that you’ll need to protect your funds on the second card by registering it at thomascook.com/gift-cards, like you did with your first card.

I’m on the Gift of Travel website but I can’t find my friend’s Gift of Travel page. What do I do?

You should have been given a unique web address to visit. Please contact the person who created the Gift of Travel account so they can give you the correct web address.

Using your Gift Card to pay for your Gift of Travel

I’ve already booked my wedding package/honeymoon; can I use the funds on my Gift of Travel to pay for it?

Yes, if you have a remaining balance on your Gift Card, take it to your local Thomas Cook or The co-operative travel store and those funds can be redeemed on an existing booking.

I’d like to pay for my wedding package/honeymoon with my Gift of Travel account, but not all of my guests will have contributed before I need to pay for my trip.

After you’ve returned from your honeymoon or wedding abroad, if you have any money left on your Gift Card, we’ll give you a refund of that amount by the method you used to pay for your honeymoon. You’ll need to claim it within 14 days of returning*. This is an exclusive service offered by Thomas Cook.
*Please note that you will need to advise the store at the time of booking that it is your honeymoon.

The value of my Gift of Travel is not enough to cover the cost of my wedding package/honeymoon. What can I do?

In store: You can use your Gift Card as part or full payment. If the amount on your Gift Card doesn’t cover the full cost of your holiday, you can pay for the remaining balance using a debit or credit card, another Gift Card or eGift Card, paper vouchers or cash, or Direct Debit if it is available for your booking, in any branch of Thomas Cook or The co-operative travel.

Online: the value on the Gift Card will need to cover the amount due at the point of booking; this might be the deposit or the full amount if the booking is made less than 14 weeks before you go. You can top-up your Gift Card during your booking to match the amount due, or you can top-up your card at thomascook.com/gift-cards.

There are more funds on my Gift of Travel than the amount I need to pay; will I lose the difference?

No, the remaining funds on the Gift Card will remain available for you to use until the Gift Card expires.

I don’t have a wedding package/honeymoon booked yet, is it OK to still set up a Gift of Travel account?

Yes, the funds will be loaded onto your Gift Card for you to use when you’re ready to book. Please be aware that the Gift Card carries an expiry date of at least 2 years and you will need to redeem it before it expires.

Do I have to use my Gift of Travel to book a wedding package or honeymoon?

No; in store, you can use your Thomas Cook Gift Card as payment for travel products and services including travel insurance, in any branch of Thomas Cook or The Co-operative travel. They cannot be used to purchase Travel Money, international money transfers or other Gift Cards.
You can also use Gift Cards on Thomas Cook Sport products by calling Thomas Cook Sport on 01733 224 834. Online, you can use your Thomas Cook Gift Card at thomascook.com when buying holiday packages operated under the following brands: Airtours, Club 18-30, Manos and Thomas Cook. For online bookings only, Gift Cards are not redeemable against holidays operated under any other brands, including Signature, Cruise, City Escapes, or Flexibletrips, or against hotel only or flight only bookings. However, you can use your Gift Card on these products if you book in store at any branch of Thomas Cook or The co-operative travel.
You can also use your Gift Card at airtours.co.uk to buy holiday packages. We’re currently working to make it possible to redeem Gift Cards on other websites and other products online.

Can I buy currency with my Gift Card?

No, Thomas Cook Gift Cards, eGifts and Worldwide Travel vouchers can’t be used to buy travel money, international money transfers, or other Gift cards, eGiftc or vouchers.

When will I be able to use the funds on my Gift of Travel?

Within a few hours of your friends and family contributing to your Gift of Travel, you’ll receive an email confirming the amount you’ve been given. All funds will be loaded onto your account as and when contributions are made and will be available for you to use straight away.

Protecting the funds on your Gift Card

How do I protect my gift card once I receive it?

Keep the card safe and register it straight away at thomascook.com/gift-cards.
Signing up for a Gift of Travel account at giftoftravel.thomascook.com and receiving your Gift Card doesn’t mean that your Gift Card is automatically registered in your name and your funds protected. You’re responsible for keeping your Gift Card safe, and should treat it like cash. Lost or stolen Gift Cards can’t be replaced unless you’ve registered the Gift Card with us and you report the loss or theft to us within 24 hours of it happening. After buying your Gift Card, you can register it at thomascook.com/gift-cards.

Why should I register my Gift card?

Signing up for a Gift of Travel account at giftoftravel.thomascook.com and receiving your Gift Card doesn’t mean that your Gift Card is automatically registered in your name and your funds protected. You’re responsible for keeping your Gift Card safe, and should treat it like cash. Lost or stolen Gift Cards can’t be replaced unless you’ve registered the Gift Card with us and you report the loss or theft to us within 24 hours of it happening. After buying your Gift Card, you can register it at thomascook.com/gift-cards.

Lost, stolen, damaged or expired Gift Cards

I’ve lost my Gift Card. How do I get a replacement?

Registering your Gift Card: You’re responsible for keeping your Gift Card safe, and should treat it like cash. Lost or stolen Gift Cards can’t be replaced unless you’ve registered the Gift Card with us and you report the loss or theft to us within 24 hours of it happening. After buying your Gift Card, you can register it at thomascook.com/gift-cards.
Reporting a Lost or Stolen Gift Card: Any loss or theft of a registered Gift Card must be reported to us within 24 hours of the loss/theft happening. Please call 0333 003 5784 or go to your local Thomas Cook or The co-operative travel store. We reserve the right not to replace a card or reimburse any funds on it if the loss or theft is not reported to us within the stated 24 hours.

My Gift Card was stolen, how do I get a replacement?

Registering your Gift Card: You’re responsible for keeping your Gift Card safe, and should treat it like cash. Lost or stolen Gift Cards can’t be replaced unless you’ve registered the Gift Card with us and you report the loss or theft to us within 24 hours of it happening. After buying your Gift Card, you can register it at thomascook.com/gift-cards.
Reporting a Lost or Stolen Gift Card: Any loss or theft of a registered Gift Card must be reported to us within 24 hours of the loss/theft happening. Please call 0333 003 5784 or go to your local Thomas Cook or The co-operative travel store. We reserve the right not to replace a card or reimburse any funds on it if the loss or theft is not reported to us within the stated 24 hours.

My Gift card has been broken in half, will you accept it?

Yes, provided that you can still clearly see the 16 digits card number, the expiry date and the three digit security code. If there are funds left on the card after use, please visit one of our stores and the funds can be transferred onto a new, undamaged card.

Does my Gift Card have an expiry date?

Yes, this is printed on the back of the card.

My Gift Card expired last week, can I still use it?

No, any funds left on your gift card after its expiry date will have been deducted and the card will no longer be valid for redemption.