Frequently Asked Questions
For everything you need to know about Customer Welfare, take a look at our Customer Welfare information page.
If you’re taking an electric wheelchair or scooter, you’ll need to book a taxi transfer to your hotel. You can’t take them on the coach. Give us a call and we’ll sort out a discount against the cost of this for you. Find out more on our Customer Welfare page.
You can take medication onboard your Thomson Airways flight. However, you'll need to make sure you bring a doctor’s letter or repeat prescription, too – especially if your medication is a liquid, as you'll need this at security.
If you’re diabetic, you can carry insulin and a pen injection device in your hand luggage – but you’ll need to bring a doctor’s letter or diabetic card to prove they're for medical purposes.
It's best you carry them with you even if you don’t think you’ll need them during the flight, in case of delays. Find out more on our Customer Welfare page.
You can take a CPAP machine if you’re travelling with Thomson Airways. You’ll need to provide a doctor’s letter and we’ll carry it free of charge. Give us a call and we’ll sort things out for you.
If you’ve got specific dietary needs, give us a call before you book and we’ll find out if the hotel can cater for you. We’ll also add a note onto your booking to make the hotel aware of your requirements, but it’s best to speak to the restaurant staff when you arrive, too.
If you've got any severe allergies, please contact us to discuss.
An assistance dog can travel with you in the cabin if you’re flying with Thomson Airways. However, your dog will need a Pet Passport and you’ll need to book a separate seat for it. Give us a call on 0203 451 2585 for more details. Calls from UK landlines cost the standard rate, but calls from mobiles may be higher. Check with your network provider.
If you’ll need assistance when you get to the airport, call our Customer Welfare Team before you travel on 0203 451 2585. Calls from UK landlines cost the standard rate, but calls from mobiles may be higher. Check with your network provider.
Unfortunately, you can't bring your own oxygen either in the hold or in the cabin, but you can pre-book our onboard oxygen for your flight. This is limited to 1 person per flight. Alternatively, you can bring an oxygen concentrator. Call us before you travel to make arrangements.