Sadly a very negative experience through and through. Reaching them by phone is near impossible. You wait up to 3 hours. 2 hrs on average. As had to call back multiple times. When you reach the top of the line to finally speak to a customer service advisor the line drops. This has happened all three times I called and waited for forever just to speak to someone. The customer service emails take around a week to be responded to but are never actually helpful with information or helping find a solution. The chat lines don’t respond on time. So you end up leaving the chat. They connect after a long time of waiting on average and by then you don’t know they have replied as naturally you wouldn’t keep a phone chat open for more than 10 min of waiting. And they then redirect you to creating a chat ticket instead. So you miss them continuously. Lastly I was due a refund from a trip. Over 400 GBP which they (finally after reaching them) advised I should wait for 14 days. I’ve never had to wait for so long for a refund. It’s now approaching day 12 the refund needless to say hasn’t reached me. And I knew this would happen as it was taking a while. I tried getting in touch. Finally on yhe 7th attempt I reached them to be told to continue waiting to hit the 14 day mark for this to be looked into. Which again I predicted would happen on the basis of all the previously negative experiences with Thomas Cook. And the frustrating thing is that I’m sure by the time this is looked into, once the 14 day mark is hit, they will say to wait another 14 days I’m sure of it for the second refund attempt. If they will even process this correctly. So shocked and disappointed with the service overall. Instead of investing all this money into advertisement on the television perhaps an investment into a more competent and efficient service for the present clients would be a good move. But as my friend said. They aren’t known for their quality customer service. I wish I’d known this earlier before booking with them for the first and very confidently last time. Everything with them seems to take so extremely long to the point where it’s just really an overall horrible service experience and this is repetitive in every domain.