Thomas Cook Reviews

We took a family tour to USA. Brochure indicated Hilton or equivalent hotel for our stay.Instead we were put in third class hotel.
Similar experience for our SEAsia tour.

collapsed right before I went on holiday, now i am owed £914 and its 2 short of a time frame to book anywhere else.

the site kept crashing and i had to re input my details several times.....I was unsure if I had booked it correctly......my credit card details i had to input 3 times and I was on my half hour lunch break in work.....which then ran over,.....not the best!

Booking crashed and was advised to wait 24 hours to check to make sure we were not charged twice. I called the bank the next morning who confirmed there was no payment pending. I called Thomas cook and rather than apologies for the inconvenience and sort my booking I was told to book it again online as it was now cheaper. It wasn’t cheaper at all but I am glad I managed to grab one of the last remaining rooms and get the Holiday I originally wanted.

If things go wrong it’s how you deal with it that counts and the reaction was poor on this occasion I’m afraid.

Wanted to pay by direct debit but couldn’t as I live in France, despite my bank account being in England. Phoned for help but not helpful at all

We tried multiple times to book the holiday before eventually achieving it on the third device.

Your on-line system is corrupted as it gave me a completely different flight home time to the one I selected (I selected 16:20 but when the confirmation came through, it was 21:55 - which is not an acceptable flight time for us). When I have tried to get this changed, I have been told that I have got to pay extra money (in one call I was told it would cost me £600 to change). I did not book the flight time of 21:55 - your system did this and did not even give me the option to decline it but you now want to charge me extra to change it to an acceptable time! Horrendous experience and your customer service is shockingly bad!

We have booked our summer holiday for 7/9/20 once booked we received conformation straight away everything great the next morning I get another email confirmation with a change to our holiday queried it with Thomas cook helpline 4 days ago and I’m still waiting for a reply

The website is terrible. Search features are limited and poor, there was no hotel facilities listed, and the booking process was slow and clunky. If I could have booked this through any other company I would have.

Even when I booked I still haven’t been registered so have no e-mail confirmation.

Quick & simple to book on the website though we’ve still to receive flight details with less than 10 days to go before we fly which is extremely worrying! We are keen to book seats together and so this has been really disappointing to what was otherwise and easy booking

give better deals in shops than on the internet

I wanted to change my booking and use vouchers instead of the payment, I have been through 6 or 7 various branches and helpdesks and each sent me to someone else who were not aware of the full guidelines regarding this procedure, to the extent that I had to explain to them the rationale that the first member of staff had told me . Also it is not clear on the vouchers that only package holidays can be redeemed against vouchers, not dingle flights or accommodations. disappointing

If they wish to contact me we shall discuss

Really disappointing experience, focused on driving up the cost to the customer - bad practice

Booked our holiday 6 weeks ago. After booking the holiday we didn't receive the holiday confirmation but we did receive the direct debit confirmation. Strange... So I went in to Bromsgrove Thomas Cook store and double checked to make sure the holiday was booked. They couldn't find our booking, so because of this I booked the holiday again.

Today our first instalment went out the bank. Instead of one direct debit we had two direct debits leave the bank. So after all our holiday was booked and I didn't need to rebook.

Today I have spent on two occasions, 45 minutes on hold to your call centre.

The first time was to investigate the issue and I was advised to go in to the bank and they would be able to cancel the direct debit and claim a refund. This was not the case after visiting the bank.

So after sitting in the call centre queue for 45 minutes I decided instead of ringing back to claim the refund I went in to your store.

The staff were not helpful at all and their customer service skills either need reviewing or your processes need reviewing.

I asked for their help because I didn't want to sit in the hold queue for 45 minutes again. The response was because i'd booked it online they couldn't assist me.

Ridiculous, you're all one company so therefore you should be able to help me in store regardless of where I booked the holiday.

Maybe if your staff in store weren't trying to charge me an extra £300 P/P I wouldn't have gone online and booked. Bare in mind I booked this holiday for 20 people. On 3 separate bookings.... We booked this holiday through you last year for the same amount of people. Will probably rebook again next year but after my experience with this booking issue and your customer service in store i'm considering exploring other travel agents who have the interest of their customers best at heart.

Today I spent 2 hours queueing to speak to your call centre staff. This could have all been sorted if your staff in the Bromsgrove store were willing to help me with my issue. This holiday for 20 people has cost almost £12,000. The least you'd expect is a decent level of customer service.

Could not log on could not reset password could not register then was told there is a problem with the web site

watch out! thomas cook offer a discount code one day then a higher discount code the next day. Rip Off company.

Terrible experience. Online site, customer care support live chat and over the phone is the worst I have ever experienced. Still waiting on a phone call from 2 weeks ago that has still not been returned to continue my complaint.

Not take my money on a holiday booking when they know they are in trouble

Need to improve accuracy of information. Got my direct debit dates all wrong. Thankfully I spotted their mistake.

Thought we had found the hotel we wanted but whilst booking the payment screen had contradictory information. The guy on the chat (Eric) was useless and could not clarify the situation, ended up phoning twice the first time I was cut off half way through my call, the second time my question was answered. By this time the time the page had expired and I got error 500 didn’t know if it was booked or not next day turned out it wasn’t. Rebooked and it was an extra £50 not best pleased to say the least. This was the worst web experience I have had in a very long time

Perhaps if you read this you could refund the extra as a measure of good will.

You need to give more information to your customers

Nobody called

They can improve their service by not passing my private email address to companies like feefo without my permission.

I have spent well over an hour trying to stop you from charging me TWICE, and still can't get anywhere.