Sonesta Ocean Point Resort

How can we help?

Foreign Exchange
Lyk Card
Cash Passport
Roam Insurance
Gift Cards
Gift of Travel

Buying currency

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

How can I get currency today?

I can’t find the currency I need.

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

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

Do you charge commission?

What mix of notes will I get?

Will you call me regarding my order?

I have a question about my home delivery order.

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

Rates

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

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

Currency buy back

Do you buy currency?

What’s the buy-back rate today?

Multi-currency Cash Passport

How does Multi-currency Cash Passport work?

How do I change my PIN?

How do I retrieve my PIN?

What is pre-authorization?

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

Where can I use Multi-currency Cash Passport?

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

What is 'My Account'?

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

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

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

How can I contact Card Services?

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

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

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

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

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

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

How do I close my Multi-currency Cash Passport?

Why is tolerance applied to Chip & PIN transactions?

I don’t have as much money available on the Card as I thought. Why is 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 I use my Card at a bar, restaurant or petrol station, how long are the funds reserved for and why?

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?

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?

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

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

Common questions about your Single Currency Cash Passport

My Card has been lost or stolen

I am not able to use my Card

How do I change my PIN?

How do I register My Account?

I am not able to log-in to My Account

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

How do I close my Thomas Cook Cash Passport?

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

Using your Single Currency card

What is pre-authorisation?

What is tolerance?

I don’t have as much money available on the Card as I thought. Why is 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 I use my Card at a bar, restaurant, or petrol station, how long are the funds reserved for and why?

Why is tolerance applied to CHIP and PIN transactions?

How does my Card work?

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

Can I use my Card in automated fuel dispensers?

Where can I use the Card?

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

What if the ATM asks for a six digit PIN?

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

Questions about transactions with your Single Currency Cash Passport

How do I check my balance and recent transactions?

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

Adding money to your Single Currency Cash Passport

How do I add money to my Card?

My money has not reached My Account yet. Why?

Topping up your Lyk Card

How do I top up my Lyk card?

Using your Lyk card

How does my Lyk card work?

Can I use my Lyk card to shop online?

What currencies can my Lyk card hold?

How do I retrieve my PIN?

How do I change my PIN?

What if my Lyk card is declined in a shop?

Can I get cash back with my Lyk card?

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?

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

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

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

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

What is pre-authorization?

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?

Support for using your card

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

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

My card has been lost or stolen

I am not able to use my card

How can I contact Customer Services?

Multi-currency wallet

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

What currencies can my Lyk card hold?

Where can I use my Lyk card?

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

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

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

What are the limits and excesses on the policy?

Is this insurance available to non-UK residents?

Does my policy cover repatriation?

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

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

Can I cancel this policy at any time?

Do you cover pregnancy?

Are there any significant or unusual exclusions or limitations?

Is dental treatment covered?

Who is the insurer?

What is Insurance Premium Tax?

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

What is medical screening?

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

Can I purchase cruise cover?

About the Thomas Cook Gift Cards and eGifts

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

Is there a choice of different designs to choose from?

Buying a Thomas Cook Gift Card or eGift

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

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

Can I give the card to someone else to use?

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

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

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

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

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

Registering your gift card or eGift

Why should I register my Thomas Cook Gift Card?

Why should I register my Thomas Cook eGift?

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

Checking the balance and topping up your Gift Card

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

Can I top-up my Gift Card or eGift?

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

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?

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

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

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?

How do I redeem my gift card online?

Can I buy currency with my gift card?

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

How do I redeem my gift card?

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?

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

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

Lost, stolen, damaged

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

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

What happens if I delete my eGift email?

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

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

Expired gift card

Does my Gift Card have an expiry date?

Does my eGift card have an expiry date?

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

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

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?

Registering for a Gift of Travel account

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

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

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

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

How will I receive my Gift of Travel?

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

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

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

Accessing and managing your Gift of Travel account

What are my login details?

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

How do I change my password or personal details?

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

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

Creating your Gift of Travel page

Can I create more than one page on my account?

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

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?

Is my Gift of Travel page public or private?

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.

Sharing your Gift of Travel page

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

Contributing to your Gift of Travel

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

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

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

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

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?

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.

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

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

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

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

Can I buy currency with my Gift Card?

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

Protecting the funds on your Gift Card

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

Why should I register my Gift card?

Lost, stolen, damaged or expired Gift Cards

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

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

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

Does my Gift Card have an expiry date?

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