In order to give up-to-date information we urge those guests to get in contact with us directly on Thomascook@msccruises.co.uk.
We will be addressing all bookings in sailing date order, therefore please get in touch so we can assist you .
faq for guests booked with thomas cook
Is my booking safe?
Your cruise booking is entirely secure. We will handle every stage of your booking just as your Thomas Cook agent would have done.
If you purchased any holiday add-ons, such as hotels, taxi transfers etc. you will need to contact your service provider and/or travel insurer for advice.
If you purchased any holiday add-ons, such as hotels, taxi transfers etc. you will need to contact your service provider and/or travel insurer for advice.
I'm yet to hear anything from you...
We are working through the list of guests booked with Thomas Cook and are contacting all our guests in order of travel date providing you have left your contact details with us. However, if you have not yet heard from us we would like to suggest you contact us to verify the information we have on our records.
I have paid my deposit/balance with Thomas Cook, have you received it?
Rest assured, we will take over your booking. Once we have all of your information we will manage your booking directly. If we need to verify any payments received from your agent, we will contact you to request proof of the payments you have made.
My balance is due, can I pay you directly now rather than waiting for my booking to be moved over
Yes, there’s no need to wait, you are welcome to pay us today.
I booked a cruise departing from Southampton through Thomas Cook, is my booking safe?
Your cruise booking is secure, please travel to Southampton Port as usual.
If you purchased any holiday add-ons, such as hotels, taxi transfers etc. you will need to contact your service provider and/or travel insurer for advice.
If you purchased any holiday add-ons, such as hotels, taxi transfers etc. you will need to contact your service provider and/or travel insurer for advice.
The agent is requesting payment from me for my balance?
Please do not pay this to the agent, all future payments should be made directly to MSC Cruises.
Can i transfer my booking to another agent?
No, due the circumstances with Thomas Cook we now have to manage your booking directly.
What will happen to the Travel Insurance I purchased through Thomas Cook?
Please contact the insurance provider directly to look into the status.
When I made my booking Thomas Cook said I could have free transport...
Please contact the transport provider directly to look into the status as this does not form part of your holiday package with us.
I have paid Thomas Cook for additional services (transport/parking/hotels etc) ...
Please contact the service provider directly to look into the status of the service you paid for.
Who do I call now to discuss my booking or to make amendments etc?
You should call our Contact Centre’s dedicated Thomas Cook line on 0207 660 8423 or alternatively you can email thomascook@msccruises.co.uk
Can I pay my balance directly into your bank account?
Yes. Please specify your MSC Cruises booking reference (8 digits beginning with a 2 or 3) and lead name in the payment reference given to your bank.
Can I book any future cruises with this agent?
You will no longer be able to book with Thomas Cook as it has ceased trading. Your current booking is now direct with us and you are able to book this way in the future if you wish. You can do this by either going online or calling the MSC Cruises Contact Centre on 0203 826 8013. Alternatively please contact your local travel agent.
