PLEASE DO NOT WASTE YOUR TIME OR MONEY ON THIS COMPANY, STAY CLEAR! I booked a holiday to turkey 2 weeks before Thomas cook unfortunately collapsed. Luckily for us we wasn’t one of those poor families stuck abroad, we was due to fly out two weeks after. Two days after the news I called teletext to see if we could change our trip but prices went through the roof so we decided to cancel the trip and get a refund. While on the phone I asked if they could process the refund, I was told I had to call customer services and they couldn’t transfer me. At this point I knew it was going to be a struggle. I called the customer service number the day after and was on hold for 40 minutes, I gave up and tired again the next day. 20 minutes on hold I finally got through to someone and said I would like a refund please. He took ages to find my booking and kept asking me security questions. After placing me on hold a few times he finally “found” my booking. Then he started to say he can see we’ve been offered some alternative holidays etc and continued to try and try offer me holidays I didn’t want. He then put me on hold again and then he eventually came back to me asked for my card details. He then asked me more security questions and my card details again, put me on hold again and came back to me offering me FLIGHTS. I was getting really annoyed at this point and literally had to beg for him to process my refund. He then put me on hold for ANOTHER 10 MINUTES and he finally said it has been processed. Then the battle started to get confirmation that the booking had been cancelled and to confirm the refund was going to be processed, he wouldn’t let me speak and kept speaking over me. In the end I receive some sort of confirmation but his attitude was something else. Now looking into other reviews we also got miss sold baggage. We only got the written confirmation after they processed the payment. I can safely say I would never book a week holiday with only a cabin bag when asked to speak to a team leader or a manager I was told they were on annual leave. In the end after a 3 hour call I gave in and added some hold cases to my booking. It took me 55 minutes to get a refund. The call centre is based in Asia and I have never experienced such poor customer service. Being in a sales role myself I’m very aware of customer service but I have never felt so disregarded in all my life. You are literally just a number to them, once they have your money they wash their hands with you.