Customer FAQs


  • About the Thomas Cook Gift Cards and eGifts
  • 1.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 the person topping it up has the 10 digit serial number that is 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 when you order it. 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 digit serial number. Please note, there is a 2% charge when paying by credit card. There is no charge for debit cards. The maximum charge will be £95 per transaction.

    Both can be redeemed against the same products.

  • 2.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 thomascook.com/gift-cards for current designs.

  • Buying a Thomas Cook Gift Card or eGift
  • 3.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 thomascook.com/gift-cards. You will need to use a debit or credit card to pay for the purchase and the payment system will use 3DSecure verification when processing the payment. 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 credit card. There is no charge for debit cards. The maximum charge will be £95 per transaction.

  • 4.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.

  • 5.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 thomascook.com/gift-cards, to protect the funds. Please note, however, Gift Cards and eGift cards cannot be re-sold or transferred for value

  • 6.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, excluding Bank Holidays, will be dispatched that day; otherwise they will be dispatched the next working day.

  • 7.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.

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

    Yes. 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 name and address per order but they can be different from the billing name and address.

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

    Please call 0333 003 5784. Opening hours are 8:45am to 5:30pm, Monday - Friday, excluding Bank Holidays.

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

    Please call 0333 003 5784. Opening hours are 8:45am to 5:30pm, Monday - Friday, excluding Bank Holidays.

  • Registering your gift card or eGift
  • 11.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 it at thomascook.com/gift-cards.

  • 12.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 thomascook.com/gift-cards.

  • 13.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
  • 14.How do I know how much money is on my gift card?

    You can check your Gift Card or eGift balance online at thomascook.com/gift-cards; by calling 0333 003 5784; or 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 store at any Thomas Cook or The Co-operative Travel UK high street store.

  • 15.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 or The Co-Operative Travel UK high street store. The debit or credit card used to make the payment must have a UK billing address and the payment will be processed using 3DSecure. Please note, there is a 2% charge when paying by credit card. There is no charge for debit cards. The maximum charge will be £95 per transaction.

  • 16.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.

  • 17.I have just bought a Gift Card for someone, but I didn’t put enough funds on it. Can I topup 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.

  • 18.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 or The Co-operative Travel UK high street 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 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 credit card. There is no charge for debit cards. The maximum charge will be £95 per transaction.

  • 19.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 credit card. There is no charge for debit cards. The maximum charge will be £95 per transaction.

  • Using a Thomas Cook Gift Card or eGift
  • 20.Can I use Thomas Cook gift cards to buy any products?

    In any Thomas Cook or The Co-operative Travel UK high street 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.

    Over the Phone: You can also use Gift Cards and eGifts on Thomas Cook Sports products by calling Thomas Cook Sport on 01733 224 834.

    Online when making a new booking: you can use your Thomas Cook Gift Card or eGift on thomascook.com when purchasing holiday packages operated under the following brands: Airtours, Club 18-30, Manos and Thomas Cook. They 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.

    You can also use your Gift Card or eGift on airtours.co.uk to purchase holiday packages. We are currently working to enable gift card redemption on other websites and on other products online.

  • 21.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.

  • 22.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, Thomas Cook paper vouchers or cash, in any Thomas Cook and The Co-operative Travel 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 thomascook.com/gift-cards. The top-up payment will be processed using 3DSecure and the debit or credit card used must have a UK billing address. Please note, there is a 2% charge when paying by credit card. There is no charge for debit cards. The maximum charge will be £95 per transaction.

    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.

  • 23.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 or The Co-operative Travel 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: at the moment, you can use one Gift Card or eGift at the time of booking, to redeem against eligible products on thomascook.com and on airtours.co.uk, provided that the funds on the card 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 cannot use a combination of Gift Card, eGift, debit or credit card.

    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 Gift Card or eGift to cover the full amount, at thomascook.com/gift-cards. The top-up payment will be processed using 3DSecure and the debit or credit card used must have a UK billing address. Please note, there is a 2% charge when paying by credit card. There is no charge for debit cards. The maximum charge will be £95 per transaction.

    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.

  • 24.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.

  • 25.Can I use my Thomas Cook Gift Card / eGift in The Co-operative Travel stores?

    Yes, you can purchase or redeem your Thomas Cook Gift Card or eGift in any Thomas Cook or The Co-Operative Travel UK high street store.

  • 26.Can I use my Thomas Cook Gift Card / eGift on 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 club18-30.com. However, all the packages available on club18-30.com can be booked in store, or through thomascook.com. You can search for the same Club 1830 holiday on thomascook.com and use your Gift Card or eGift 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.

  • 27.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
  • 28.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 8:45am 5:30pm, Monday - Friday, excluding Bank Holidays. If you have registered your card, you can also log in to manage your card from thomascook.com/gift-cards or visit your local store. Note that if you report your card lost or stolen online by logging in to manage your card from thomascook.com/gift-cards, a replacement will not be sent to you automatically and you will still need to call 0333 003 5784 or visit your local store to request a replacement.

    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.

  • 29.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 8:45am to 5:30pm, Monday - Friday, excluding Bank Holidays. If you have registered your card, you can also log in to manage your card from thomascook.com/gift-cards or visit your local store. Note that if you report your card lost or stolen online by logging in to manage your card from thomascook.com/gift-cards, a replacement will not be sent to you automatically and you will still need to call 0333 003 5784 or visit your local store to request a replacement.

    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.

  • 30.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.

  • 31.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 8:45am to 5:30pm, Monday - Friday, excluding Bank Holidays. If you have registered your card, you can also log in to manage your card from thomascook.com/gift-cards or visit your local store. Note that if you report your card lost or stolen online by logging in to manage your card from thomascook.com/gift-cards, a replacement will not be sent to you automatically and you will still need to call 0333 003 5784 or visit your local store to request a replacement.

    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.

  • 32.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
  • 33.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.

  • 34.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.

  • 35.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.

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

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

  • Refunds
  • 37.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.