Pre-flight Inquiries:

For any general inquiries regarding your upcoming Thomas Cook Canada flight please contact our Customer Service Air department at:
1 888 599 0789 (option 1)  and we will be pleased to assist you. 
We are open Monday to Friday 9:00am – 5:00 pm EST

If you are calling regarding Thomas Cook Airlines Transatlantic flights please contact;
Canadian Affair at 1 866 845 9171
or Air Transat at 1 800 387 2672.

Post flight inquiries:
If you have recently travelled with Thomas Cook Canada, and would like to provide us with feedback or submit a claim regarding your flight please submit to our office through the following options:
1) Contact us
2) Fax# 416-485-0728;
3) Regular mail to Thomas Cook Canada,75 Eglinton Avenue East, Toronto Ontario, M4P 3A4.

Baggage Claims:
Baggage claims may be submitted by fax to 416-485-0728 or by submitting this form
or by mail to Thomas Cook Canada, 75 Eglinton Avenue East, Toronto, ON M4P-3A4 Attn: Baggage Claims 3rd Floor.
Damaged Baggage
Delayed or Lost Baggage
Lost and Found Items

Passengers are required to complete a Property Passenger Claim form.
To access this form download and print the online version of the Passenger Property Claim form here,
or you may call the Thomas Cook Customer Service Air department at 1 888 599 0789 option 1 (within Canada) to have the form sent to you by mail or fax.

For all baggage claims, passengers are required to provide proof of loss including all original supporting receipts, copies of tickets, bag tags, boarding pass, your World Tracer file reference number and a copy of the Property Irregularity Report filed in destination. We strongly recommend that you retain copies of all documents submitted.

Damaged Baggage
Please accept our apologies if your baggage has been damaged. Damaged baggage must be reported before leaving the airport or at the latest within seven (7) days of receipt of the baggage. Failure to report a damaged bag within the prescribed time limit releases Thomas Cook Canada from any liability.
A Thomas Cook Canada airport agent at your destination will complete a Property Irregularity Report (P.I.R.). It is important to keep the damaged bag, even if the bag is beyond repair. A Property Irregularity Report (P.I.R.) is required for all baggage claims. The report must be completed at your destination even if the baggage repair is planned only upon your return home. Arrangements will also be made to assist you in case your baggage arrives damaged.

Despite care in the handling of your baggage, we trust you will understand that we are not responsible for the following: scratches, dents, scuffs, soiling, nicks, or to handles, straps, seams, zippers, foot rests, wheels or locks, or resulting from manufacturer's defect(s), normal wear and tear or adverse weather conditions. In addition, Carrier shall not be liable when damage or partial loss occurs after the completion of a limited release tag as set forth thereon and further. Further, the carrier will not be liable for damage resulting from inspections by authorities responsible for security screening..

To have your luggage repaired or replaced, please take it along with the original Property Irregularity Report (P.I.R.) to the baggage repair shop provided by the local Canadian Thomas Cook Canada airport agent or Thomas Cook Customer Service Air department. You will be informed of the name and address of a baggage repair shop, as close as possible to your residence. This supplier will then proceed to repair or replace your baggage and will bill Thomas Cook Canada directly for your convenience.

For international carriage governed by the Montreal Convention, we will treat lost/damaged claims in accordance with the provisions of the Montreal Convention and its amendments.

DELAYED OR LOST BAGGAGE:
Please accept our apologies if your baggage has been delayed. It is important that you notify a Thomas Cook Canada airport agent of your delayed baggage immediately upon arrival at the airport. Failure to report a delayed bag within the prescribed time limit releases Thomas Cook Canada from any liability.
Details of your baggage will be entered into a computerized baggage tracing system. Most delayed baggage is located within a 48-hour period. Occasionally delivery may take additional days, dependent on availability of transportation. Once the bag(s) is found, it will be delivered to you, unless local customs regulations do not allow this. We will make every attempt to keep you informed during this process.

Interim Compensation Guidelines while in your vacation destination:
Our local representative will contact you during your stay at destination to keep you informed on the status of your bag and will also inform you about possible compensation limit and reimbursement procedures for any emergency purchases.

If you were authorized interim expenses by a Thomas Cook Canada representative, you may request your reimbursement upon your return home. A claim for delayed baggage must be made within 21 days of the occurrence. Claims may be submitted by fax to 416-485-0728 or by mail to 75 Eglinton Avenue East, Toronto, ON M4P 3A4. Passengers are required to provide original receipts for all items purchased, copies of tickets, bag tags, boarding pass, your World Tracer file reference number and a copy of the Property Irregularity Report filed in destination. We strongly recommend that you retain copies of all documents submitted.

Any interim compensation will be deducted from the final settlement of the claim in the unlikely event that your luggage is declared lost.

If your baggage is still missing upon your return home:
In the unlikely event your baggage is not located after a 21 day tracing period, your baggage is deemed missing. A claim for missing baggage must be made within 21 days of the occurrence. Claims may be submitted by fax to 416-485-0728 or by mail to 75 Eglinton Avenue East, Toronto, ON M4P 3A4. Attn: Baggage Claims 3rd Floor.

Passengers are required to complete a Property Passenger Claim form. To access this form download and print the online version of the Passenger Property Claim form, or you may call the Thomas Cook Customer Service Air department at 1 888 599 0789 option 1 (within Canada) to have the form sent to you by mail or fax. In addition to this form, passengers are also required to provide proof of loss including all supporting receipts, copies of tickets, bag tags, boarding pass, your World Tracer file reference number and a copy of the Property Irregularity Report filed in destination. We strongly recommend that you retain copies of all documents submitted.

For international carriage governed by the Montreal Convention, we will treat lost/damaged claims in accordance with the provisions of the Montreal Convention and its amendments.

If you left an item in a public area of the airport, please notify the Lost and Found department at the appropriate airport.

If you lost or forgot an item on a Thomas Cook Canada flight, please do the following:

*Advise an airport agent before leaving the airport

*Contact your local Sunquest representative if you are outside Canada

*Upon your return home you may call the Thomas Cook Customer Service Air department at 1 888 599 0789 (option 1). When you call, you will be provided with a local airport telephone number to check the status of your missing item.

If your lost item has been found, you will be contacted and arrangements will be made for you to pick up your item. Please note that any items found onboard the flight will be immediately sent to your originating Canadian Station Office.

**Any items that are unclaimed after thirty days will be disposed of.

Lost and Found Passports
If you have lost your passport, you must advise your passport office or consulate immediately. All passports found at an airport are turned over to the local Canadian or United States Customs office, or to Airport Security at the airport in which they are found.