Thomas Cook Reviews

Name: Thomas Cook
Rating: 1.80

1.8 Rating 148 Reviews

18 %

of reviewers recommend Thomas Cook

Company Reviews

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1.8

Based on 148 reviews

Shipping & Delivery
Delivery Methods	Own Driver, Courier
Customer Service
Communication Channels	Email, Telephone, Live Chat
Queries Resolved In	Over A Week

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Thomas Cook 4 star review on 5th April 2025

Anonymous

Thomas Cook 5 star review on 3rd March 2025

Anonymous // 01/01/2019

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“I will never book with Thomas Cook again. Paid them £3k for a holiday to a specific hotel in Rhodes. The hotel parent company went bust, but the hotel didn’t. Thomas Cook would not book me into the hotel I wanted despite my friends booking it through another company. They tried to send me to a different hotel away from my friends. So I rebooked with a different provider to get the hotel I wanted. Thomas cook charged me to cancel despite them being the ones who didn’t provide the holiday I had paid them for!”

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Posted 10 months ago

“The most worst experience of mine in an international trip ever is from this thomas cook”

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Posted 10 months ago

“Until u book the trip with them they are in a hurry ..keep on contacting you until u book ...Later they just forget we have to follow up our trip ..char dham yatra ..very bad experience they have outsourced to tumby helicopters ..initially bad experience of not allowing to take our laggage bags of telling total weight is more ...when we have sent our weights at booking and we follow all the aviation rules then it is their look out to make the groups of the required weight ..on top of that to get the bags by road the demand us to pay 12000 extra ..well planned idea to extract money ..no coordination between the tour manager / tumby aviation ..each time we have to enquire the timing of arrival and departure ..no information given about the delays. We keep waiting for them ..and after we contact them they tell delay in helicopter becos of weather / technical problems . Thomas cook promised breakfast lunch dinner ..2 days we didnot get lunch...”

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Posted 10 months ago

“I used Thomas Cook for online forex cash. I made online payment fir my daughters travel. Total fraudsters! Ms Jagruti tricked me by saying that my money will be refunded and that my daughter need to make the payment again. We did all that and now they are refusing to refund!!! No coordination, bad employees, total fraudsters!!!! Beware and dont use them ever!!! I am going to go all out and catch them!!!”

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Posted 10 months ago

“Dealing with Thomas cook omg! Good luck! They suppose get back to me and they never did. I booked a holiday with them and I have a problem they told me to call a hotel I have and they said I need to deal with Thomas cook as I booked with them! Thomas cook people should know this!! And the robot chat is so enjoying! I am so sorry I wasted my time with Thomas cook. Never again!”

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Posted 11 months ago

“We had been to Bali recently. We booked for 5 star hotels. But the rooms doesn't have A/C or fan also. Centralised A/c has been provided which was not cool at all. By paying so much amount, we have been cheated by Thomas cook persons from Mumbai. Even there is no bucket or mug in the bathrooms. Very worst. My son who is a doctor in AIIMS, Delhi already made a complaint on the behaviour of Thomas cook persons. It is requested anyone not to book in Thomas cook.”

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Posted 11 months ago

“Unfortunately you not tick one star you can't write so that i am selecting one star Don't Go any where with Thomas cook.”

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Posted 1 year ago

“The guy at the counter does not know how to treat anyone, he even does not know of how to answer a simple question. Sad had to cancel my transaction due to rude nature of the staff member. Question asked was very simple how much is 1000 QAR in USD.”

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Posted 1 year ago

“Booked a trip to Marrakech with TC. The flights were with Ryanair so I was informed I'd have to check in myself on line. That's fine...but when I tried to it was impossible! TC give you a code...it didn't work. After hours if stress trying to get through to a real person I was told that Thomas Cook makeup and email address for you so you can then book in on line with the code. The problem is nobody tells you that!! It's a crazy system. I had to lie and say I was already on holiday and in difficulty to get to speak to a person. I'll never book with them again.”

Helpful Report

Posted 1 year ago

“This is to draw the attention of all to the unethical and illogical dealing with me and my wife by Thomas Cook India. I have written this so that customers who may plan to book with TC, do so with due information. My wife and I, both senior citizens, approached Thomas Cook (TC) for a tour of Switzerland in August 2023 shown on their App. The total amount indicated was paid and all documents were given to them. We also appeared for the visa interview. In July 2023, we were informed on phone by TC that the trip has been cancelled from their end. No reason for cancellation of the tour was given. Even 10 days before the cancellation, TC sent us for visa interview perhaps knowing fully well that the tour will be cancelled. Our passports with visa stamping were returned to us. Subsequently against our request for refund, TC refunded about Rs 64000/- less than total amount paid. We demanded refund of the full amount as the trip was cancelled by TC on their own (only 14 days before departure) and we cannot be expected to pay for any services which are of no use to us and also not availed of by us due to this cancellation. All such expenses must be borne by TC themselves. Further, we had to incur expenses by way of wrong advice by TC for redemption of Fixed Deposit, travelling a number of times to TC office and Visa interview centre. In addition, the harassment caused by cancellation and inordinate delay even in partial refunds project a dismal picture of TC. After considerable delay and raising the matter with the highest authority in TC, they wrote that the deductions were towards TCS, Visa charges, Insurance, Telegraphic transfer (!) and gateway link charges (!) and that Insurance and Telegraphic transfer charges would be refunded through credit note valid for 6 months (!) (that is arm twisting for booking another trip and perhaps lose more money). Then they wrote that they will refund a paltry amount of about Rs 16000/- as goodwill gesture and wanted a blank cheque of my account. When I pointed out that they can easily process the refund based on the data using which they had processed partial refund earlier, they still insisted on Account Holder Name, Mode of payment, Bank Name, Bank Account No., IFSC Code, Branch State, which I have refused to give them. It appears that TC is trying to collect more information about my account for unknown reasons. Till date no further refund has been processed. Under reviews regarding TC, more similar incidents have been reported.”

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Posted 1 year ago

“Worst travel agency experience I've ever had, I highly suggest you stay well clear. We booked an all-inclusive trip online from their website and everything went wrong from the start. Firstly, they added the wrong return flight date. We specifically requested a 7 day stay, yet the invoice we received had a return flight for the next day at 1:30am in the morning. This is a small disaster for us with a baby and a 6 year old, who needs to be back in school the next day. Second, there was only one luggage included for the return inbound trip for the whole family, when the online booking details specifically stated there was one "return" check-in back included for each passenger. Not only did Thomas Cook refuse to assist us with any form of compensation (the total extra to make the changes was over £500), they outright refused to speak to us on the phone or to accommodate our request to speak with a manager. This company will only provide support via online chat for existing bookings, which they obviously do to hide from assuming any responsibility for their mistakes. What kind of travel company does not provide phone support for their customers?? Not only is this completely unprofessional, it ends up wasting hours of the customer's time to wait for a live chat response. To top it off, they didn't even get the names right on our invoice confirmation, so we had to get on yet another chat conversation (it took the next day to respond) to have the booking corrected. Never again with this agency!”

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Posted 1 year ago

“Not worth even that much. We ordered taxi services through them, the taxi driver did not come to pick us up, and it is impossible to recover the lost money. They lie that the taxi was waiting for us, even though we were outside at the time, no one came, no one called. We tried to contact ourselves, the taxi company did not talk to us, they hung up.”

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Posted 1 year ago

“Very bad service. Staff is very bad . Promises to reload amount within speculated time and doesn’t complete it, also don’t reply to your mails and message. Please prefer booking by bookmyforex they reloaded my amount within hour. Their senior members also promise for atm withdrawal with no charge still amount gets deduct. This people gives you false promises to get the customer for their forex cards. Cannot be trusted this kind of service. Wasting customers valuable time .Delivery of card is also not on time . They just create the booking but don’t check whether card is available or not at their location center. Please don’t believe there sugar coating talks because they just do false promises but in reality it doesn’t work”

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Posted 1 year ago

“Absolutely furious with Thomas cook and will never book with them again and I feel completely trapped that I can’t cancel or I loose all the money I have paid so far. Travelling with my son who is in a wheelchair and it takes them a week to answer a simple question about the hotel which I chased numerous times. Not everything can be done on WhatsApp sometimes you need to talk to someone. I am totally exhausted booking through this company.”

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Posted 1 year ago

“Booked a holiday to Rome and the transfer arranged by Thomas Cook was 55 mins late picking us up from the airport. When I phoned TC from my hotel the representative refused to listen to my complaint and kept repeating what I was saying wrongly. Whether this was her following company policy not to accept blame or she was just unable to understand but her stonewalling just made the situation more frustrating. She finally apologised but not until after me repeating my complaint multiple times. I am never using Thomas Cook again.”

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Posted 1 year ago

“We, the fifteen of us, from the different parts of the country, selected Thomas Cook / SOTC to travel Australia, considering the reputation, under the impression that we would be taken care well. That is the only reason why we paid a higher amount compared to that of many other tour operators. Unfortunately, we had the worst ever experience. First and foremost, there was no tour manager and we were not informed about this till we reached Australia. The scenic attractions were pretty much limited whereas other tour companies had many attractions for the same places. The trip was not coordinated well at all. If we had to struggle this much to find the driver, the attractions, the timing etc why would we need a tour operator in the first place. Everything is available on the net and we could have done it ourselves with less than half the price. The service was pathetic to the extent that we were not even given bottled water for drinking. Again, we could see other groups from India getting bottled water as soon as they checked in to the hotel. Further, the food arrangements were horrible. We had to sit on the road side open restaurants with flies around. About the food, the less said the better. Many of us had to leave the restaurants without eating anything some of the days. There was no guide for us. The coach drivers kept changing many times throughout the days. Miscommunication was to the extent that drivers come way too early and become impatient and annoyed and we had to face the music. The worst part is, even when we are informing this to Thomas Cook, there is no positive response from their side. Instead, the virtual tour manager was raising her voice at us, trying to convince that we have to bear with all this. Once Thomas Cook received the amount from me, they never picked up my calls or responded to my messages . Since I was travelling alone, I had questions regarding the travel, however, they ignored all my messages. I could not expect such a terrible customer service from Thomas Cook. None of my relatives or friends will never ever travel with Thomas Cook”

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Posted 1 year ago

“Useless people ask for much more documentation than is mandated by the government. They also have the highest charges compared to all other means”

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Posted 1 year ago

“Do not book with Thomas Cook. It would be easier to book everything yourself.”

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Posted 1 year ago

“Rip off merchants… not real travel agents!! You are better off booking everything yourself. We booked a holiday in Florida all paid for, flights, disney tickets etc only for them to call us literally hours before we got on the flight to say that the hotel we had booked was not available any more!! There was absolutely nothing we could do about it with three excites children and having already paid for park tickets etc. They put us in an inferior hotel with no bars or restaurants on site. We complained when we got back but they literally ignored us… went through ATOL who said that we had to wait for Thomas Cook to respond before they could do anything … they never responded!!”

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Posted 1 year ago

“Appalling Customer Service. Not a 4 Star Hotel. Misleading website Information. I booked the holiday via Thomas Cook travel and we were looking forward to a nice relaxing break based on the information on the Thomas Cook website and the La Laguna Hotel website. What I was expecting as per the information supplied and what we experienced fell far below the standard of a 4 Star Superior Spa Hotel from the descriptions advertised. Once in our room we were not impressed as the room looked out on a raised covering that had limited view. The room was in need of updating and looked to be the same décor since the hotel was built. The bathroom had a bath with a shower hose that did not look safe to be standing in. I went to reception and asked to be moved and was told the hotel was nearly full and all the rooms were the same. I was offered a Junior suite for an additional charge. I was happy to pay for an upgrade and I asked to see the Junior suite hoping it would be a vast improvement but it had the same outdated decor and bathroom. I declined this as it was not worth any additional cost and settled for another double room on the 2nd floor. This was not any better. The door was falling off the cupboard where the fridge was enclosed. The beds were uncomfortable and well used. There were some loose floor tiles in the room when walking. The air conditioning, even when it was turned off at night still, had noise coming from the ducting in the ceiling. The morning after arrival I went to use the "Gym". This looked like a converted bedroom with very little machines to exercise with. No exercise mats were available to put on the floor. Air Conditioning did not work. The TV did not work as no remote control. There was a toilet shower room in the gym but it did not have any towels or soap and the shower area had never been completed. Some of the gym equipment was not safe to use. When I spoke with reception, they advised I let them know in advance before using the gym so the air-con could be turned on. On my next visit to I informed the reception to turn on the air-con but after 20 minutes nothing was done and it was impossible to use because of the high temperature. At 9.30am the same morning we went to the Hotel restaurant for breakfast and joined a queue waiting for available tables. The restaurant was very busy and had only two waitresses working. I noticed queues waiting at the coffee machine and at various areas of the buffet bar. It was chaos with no organisation from the staff. We finally got a table after 15 minutes and then queued again and had long waits for fruit, cereals and hot buffet items to be replaced. The 'hot buffet' food was never hot! This breakfast service did not improve as the week went by. One of the coffee machines was out of service the following day and was still out of service for the remainder of the week. The hotel pool was closed for a day and a half and no communication or apologies were given to the hotel guests to inform them what was happening. I asked could I use the pool at the Spa but was told it would be an extra charge. The sunbeds around the pool area were well used and extremely uncomfortable. Hotel La Laguna is not a 4 Star Hotel. It was understaffed and the hotel reception were not interested if you raised any issues with them. The hotel rooms require a major update and it's overpriced for the appalling service received. It is clear if you book a standard room with Thomas Cook Holidays at this hotel you will get one of these outdated rooms. Thomas Cook Holidays website does not have any photos of the rooms. I would not recommend the Hotel La Laguna or Thomas Cook Holidays as both companies advertise misleading, false and incorrect information. I have written to the hotel to highlight the above issues but they have not even acknowledged my complaint and replied. I guess they will reply to this once it’s on Tripadvisor with the usual scripted response. I have also written to Thomas Cook Holidays but their response was if I had raised the issues with them when on my holiday they would have got them resolved ! I don’t think so !”

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Posted 1 year ago

Thomas Cook is rated 1.8 based on 148 reviews