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.

We booked a package named Chinese Charm from 21.9.19 to 26.9.19. There our tour manager was Ms. Amruta shetty (912261399400). When we first reached Shangai hotel, Ms. Amruta gaave direction (FORCED) on 2nd day that every tourist should packed 1 day clothes in small beg and left the luggage UNLOCKED WITH GIVEN GUARANTEE THAT YOUR LUGGAGE WOULD REACHED SAFELY IN BEIJING. On her assurance, every tourist (37) left their luggage UNLOCKED. In Shangai every tourist did shopping a lot. We also did shopping and all gifts (Shopping items left in the luggage UNLOCKED ON HER DIRECTIONS.
Everytourist was shocked when in Beijing we open our luggage, all gift items begs were stolen. We purchased there a chinese ring cost of 100 yuan, that also stolen. All medicines with prescriptions, all cosmetic items beg and one chinese ring kept in a gift beg and our Indian rupees of 10,000 kept in beg, all stolen from my beg. When we complaint it to the tour Manager, she took it very lightly. On her directions(called FORCED), WE ALL LEFT OUR LUGGAGE IN SHANGAI UNLOCKED. SHE IS RESPONSIBLE FOR ALL THIS. PLEASE TAKE ACTION AGAINST HER IMMEDIATELY. SHE ALSO SAID THAT EARLIER ALSO SHE RECEIVED SUCH KIND OF COMPLAINTS. SHE SAID THAT SHE IS WORKING 10 YEARS ON THIS TOUR. THEN WHY SHE SAID THAT EVERY TOURIST LEFT THE LUGGAGE UNLOCKED.
BECAUSE OF SUCH KIND OF BEHAVOUR OF TOUR MANAGER SUCH AS MS. AMRUTA SHETTY, WHO BELIEVE IN THOMAS COOK. PLEASE TAKE ACTION AGAINST HER.
WAITING FOR YOUR REPLY.

Wack. So wack. My soon to be gf needed to go home. Well she couldn't. Cuz y'all are wack. All you need to do is fly your wack plane through the wack air and take her to her wack country that isnt near me. Jk about the sack country part. Her country is actually cool. But anyways. Y'all are wack and need to do better or else you'll always be wack. No one likes a wack plane. Waaaaaaack

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!

I booked my holiday online with ease. The problems began when I tried to check-in online. My booking reference number was not recognised so eventually I called customer services. The advisor talked to me like a child and was very rude and even when he acknowledged that my reference number had been sent incorrectly he continued to talk down to me as if I was stupid, I asked for my documentation to be re-sent reflecting the correct information, this never happened. The problems continued when I arrived at the hotel and was told my booking reference number was not recognised. Eventually the receptionist searched the system for my booking and gave me yet another reference number which was different to the previous two. The hotel was not as advertised, kids club was just for young children not for juniors so I was left to entertain my son 24/7 for 10 days which meant I did not get time to relax myself, waste of money. The Thomas Cook rep`s attitude at the hotel was disgusting. She was rude and dismissive of anything except the opportunity to earn some commission on massively overpriced excursions. When confronted with a problem I was treated with distain and dismissed. I was ill which I believed was from eating from the restaurant and was told by `Zoe` "people get ill on holiday". She had no empathy whatsoever and I insisted she log my complaint on her system. Other encounters with this rep included my request for information on the kids club which I was told was `over there` then ignored and shuttle transfer debacle where I was told I was not their responsibility as my transfer was not on their list??? Overall I was left to feel isolated with my 10 year old son in a foreign country with no support from Thomas Cook. Never will I book another holiday with this company. Note to Thomas Cook: the reference number I have provided is the original one which you sent to me, good luck tracking it down.

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

So Thomas Cook can refund a £3,000+ holiday to a family that went on holiday but hated it but they couldn't refund a holiday for a middle aged couple that wanted to attend the funeral of their sons 23yr old fiancé who was due to marry in 8 weeks.

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

Have had a great holiday in Santorini. But no thanks to the TC reps. Couldn't get hold of them by phone, and rep did not turn up at designated meeting points. Also TC information brochure given to you on arrival, and also information in our hotel was out of date. Will NOT be using this company ever again. Alf Gilzean. 7 August 2019.

Rarely have I had the opportunity to dine on my own body parts, so you can only imagine my delight when I was presented with the opportunity of spending 4 captivating hours slowly trying to ingest my own knees while sat in one of the economy seats. Hark, I hear you cry, this must be some giant of a man! Sadly, this is not the case, unfortunately I am quite average in height for an adult homosampien, whereas it would appear Thomas Cook planes are built for the average koala. Such was the level of discomfort and even though I could quite happily spend the night sleeping on a washing line during a hurricane in the monsoon season, I was unable to avail myself of any much needed sleep. Thankfully, the 4 hour flight passed as swifty and as quickly as the hundred year war and before you could learn the entire Welsh language we had arrived at our destination. Had the journey been much longer there is a real chance we would still be defrosting now. I can only presume the pilot had the window open for the whole flight in order to achieve the level of sub zero temperatures that we experienced. Seldom have I considered popping out for a wander on the wing mid-flight in order to warm up, but this flight was truly an exception and will certainly live on in my memory. Oh to be a koala.

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.

2 hours delayed,lost my train
Thank you

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.