Thomas Cook Reviews

Name: Thomas Cook
Rating: 1.59

1.6 Rating 128 Reviews

13 %

of reviewers recommend Thomas Cook

Company Reviews

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Metrics

1.6

Based on 128 reviews

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

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Anonymous

Anonymous // 01/01/2019

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“My husband sustained blunt force trauma to his back on 10th June at Royal Hampshire Hospital. I cancelled this holiday due 13th June and have been trying to obtain cancellation invoice since then. My insurance company's deadline is imminent. The reply from customer help states reply within 72 hours well its over 10 days now and all my requests are ignored. I wish I had read all reviews on trust pilot prior to booking as I would never have used your agency. Well over 60% of clients give you bad reviews. Customer service!!!! AVOID THIS COMPANY OR YOU COULD BE VERY ANGRY AND DISAPPOINTED.”

Thomas Cook 1 star review on 26th June 2022

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Posted 2 years ago

“Booked to go away to Cyprus in June 2022 paid in full in Jan 2022. 48hrs 12/06/2022 before I am leaving 14/06/2022 had voicemail saying they were changing hotel, spoke to them 14/06/2022 and told them not acceptable as replacement has no pool, have run 6 times so far today 13/06/2022 have been either waiting or cut off, now less than 24hrs before leaving still have no idea what is happening. Customer service is absolutely disgusting, if I could give a minus I would, please think long and hard before using this company.”

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Posted 2 years ago

“So disappointed with Thomas cook! We booked a holiday on Thomas cook's recommendation, which turned out to be the worst holiday we've ever been on. We even chose to fly from Gatwick and not our local airport 30 minutes down the road, as we believed Thomas Cook was the better agent and would provide the previous high standards that they had before. The hotel was so bad that we left after the first night of staying and paid to stay in another hotel out of our own money. We have contacted Thomas Cook and complained about the situation but to date, we have had little to no response and it looks like once they have taken your money they don't seem to care. I will tell everyone I know not to use Thomas Cook again and I will be doing the same. This holiday was supposed to be a relaxing 40th birthday gift and after not having one for nearly 3 years we made sure we took our time to book the correct one and spend the money necessary to not worry! 4k Never again”

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Posted 2 years ago

“Trying to sort out a change of destination for late August holiday. I have been trying to get through to Thomas Cook for the past week. Monday to Friday this week it was not possible to get through to the phone number ending in 3295; instead they directed me to chat. Emailed and sent chat last Wednesday 25 May. Email response received today 28th May at 10.30am. Tried to ring the number as requested in email ; held on for 1 hour ; no reply and I was 35 in the queue. At the request of my husband tried to ring again at 12.30. Held on 4 hours while housekeeping, shopping, walking; at 3.19 I was number 1 in the queue. At 4.20 the call just ended as though I was cut off! Absolutely disgraceful. I have repeatedly detailed my mobile number and this is also in my original booking but no one rings me! I received an email at 16.50pm asking me for a further 1200 pounds to change a holiday to Turkey costing 1350 for which I have already paid 734.96 to a holiday in Spain for the same period. Thomas cook need to look at their customer contact centre whether by chat or phone and improve these unreasonable waiting times to respond to customers! I have attached details of my 4 hour wait below. 😡”

Thomas Cook 1 star review on 28th May 2022

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Posted 2 years ago

“We booked our holiday with Thomas Cook to go to Rhodes on the 26th May. On that day we went to the airport, dispatched our bags only to get to the boarding gate to be told our flight was cancelled. I called Thomas Cook straight away and after 1.30minutes on the line, I finally got through to Costumer Services. The lady who answered the phone told me she would look for alternative flights and asked if we could move to different airports or fly on a different day, we said yes to all. She then called me back to inform the only direct flight available would be on Saturday and it was too expensive so Thomas Cook would not take on the extra charges. The only option she could give me was to refund the holiday money which really is no consolation and definitely does not pay for all the trouble and heartache we experienced. When I explained that we also incurred other expenses like car rental at the destination and parking at the airport she said we would need to lodge a claim with the airline, despite the fact that flights were booked by Thomas Cook. I explained to her that we had been in the airport all day with a 1 and a 5 year old, missing work, which she made a point of saying it was my choice (I agreed but to go on holiday, not to be stranded at an airport) and demonstrated a complete lack of empathy. This was a holiday we were really looking forward to as a family and Thomas Cook did not take any responsibility for the fact that we missed it. No offer to look at alternative destinations, support with alternative flights, nothing. Just the refund of the money paid which I am still to receive. I haven’t even heard from them since that call. No email confirming the refund, absolutely zero contact. I am completely appalled by the service received.”

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Posted 2 years ago

“No contact can be made to correct their error fast enough to take the money but customer service it's a joke”

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Posted 2 years ago

“The tourist guide rushes off people within 10 min of any sightseeing. This is not fair. Some sr citizens cannot rush and what the point being each sightseeing in 10 min . Pls improve n have patience”

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Posted 2 years ago

“I booked a holiday as a surprise to meat ourr friends in Greece ,to find out the very next day it wasn't going to happen as one of them couldn't travel ,we had paid a deposit of £78 which Thomas crook will charge £5 to cancel . but I still have to pay for the flights at £700. What a joke”

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Posted 2 years ago

“36 hours before I was due to travel I was informed that my Hotel was closed for undisclosed reason.. I was offered an alternative Hotel which was not to my liking. I was offered a refund but only for Accommodation not flights… I selected another Hotel which was another £400…. This being the case I had to downgrade my room which still cost another £200…. After much deliberation Thomas Cook agreed to pay 50% towards the cost. I decided to visit my original Hotel of choice whilst on my Holiday and it was open and fully functional!!!! I will never use this company again and advise other people not to.”

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Posted 2 years ago

“They are absolutely useless. The EasyJet reference they provided us in order to check in, doesn’t work. When we emailed them, we were told we could expect a response within 72 hours! When we rang them, we were told we were 74th in the waiting list. We are also unable to login into our Thomas Cook account as it doesn’t recognise our name. None of this is reassuring as we are travelling Tuesday. We have since been told that the original Thomas Cook actually failed and went down, and a consortium just took over the name, so you’re absolutely no idea who you have actually booked the holiday with.”

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Posted 2 years ago

“Never again! Im about to loose my holiday next week because apparently the hotel we booked isn’t ready to open. I booked it in December, for a family with 2 children, and now they want me to go to a hotel that DO NOT CATER for children. What am I suppose to do? Leave my kids behind and go on holiday? Customer service said that the changes are INSIGNIFICANT. Don’t book with them.”

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Posted 2 years ago

“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.”

Thomas Cook 1 star review on 28th March 2022

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Posted 2 years ago

“I am only giving one star due to the fact that we booked a holiday through Thomas cook which as everyone knows due to prices increase cost us a lot of money. The hotel we booked looked amazing in the pictures as well as the rooms. But when we arrived there the rooms was dark and full of damp including sockets loose on the walls and dirty showers etc. We complained to the hotel and nothing was done about it. There were no Thomas cool reps at the hotel so again nothing could be done. I came back complained and provided pictures. But I was told nothing would be done about it or any refund. It was falsely advertised as a 4 star hotel I wouldn’t have classes it as 2 star. Overall disappointed specially when we waited 18 months to go on a family holiday due to pandemic etc.”

Thomas Cook 1 star review on 25th March 2022

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Posted 2 years ago

“Would leave 0 stars if I could, I booked a holiday and paid a £30 deposit, but had to cancel the next day as could not make the dates. They charged a £25 cancellation fee!!!!!! So only a £5 refund!!!! Disgraceful!!! 14 WORKING DAYS for the refund also.”

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Posted 3 years ago

“we booked online a trip to Dubai and Abu Dhabi commencing from 02/12/21. since beginning the company staff were very much non co-operative did not give any proper information no one responded our queries even after taking full payment in advance full schedule was a worst planning starting from inward and outward flight so many things as mentioned in the broacher were skipped during the trip the tour manager tour guide were very rude and even misbehaved on informing the company on email not even looked in to the emails - TOTALLY WORST EXPERIENCE AND WASTE OF MANEY TIME AND MENTAL HERRASMENT TOO. NO ONE SHOULD BOOK TOURS WITH THIS COMPANY”

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Posted 3 years ago

“Don’t book with this new company Don’t book with this new company! They have robbed me of £4.5k! I had a holiday booked to travel to Jamaica on 21st August. Jamaica announced on 20th August they go onto a national lockdown for 7 days due to extortionate covid cases. Thomas cook say my family should still travel. Just be locked in your hotel! So I call for a refund like it says on their website. I can’t have a refund 😡 So they start amending my holiday to next year. They need to speak with the hotel but assure me they will call me back. Don’t worry the amendments will be made, they say! NO CALL BACK. I call the next morning to be told, sorry you’ve been classed as no shows you will lose all of your money. How are companies allowed to operate like this?!? For one why should Uk travellers be shipped on a 10hr flight to be locked in their hotel. That’s not a holiday anymore than being locked in Heathrow’s quarantine hotel. Then why did Thomas Cook not do their job properly and class us as a no show and take all of our money that we’ve saving for years?!?”

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Posted 3 years ago

“Customer service terrible . I'm on verge of losing my holiday next week , because they taken 22 days to sort the fact the hotel we booked bar and restaurant closed and we are all inc . Severely stressed”

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Posted 3 years ago

“Thomas cook are a disgrace, will never help you . Please everyone do not use this company , they never talk to you . All rubbish , will never ever use them again . Please shut down”

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Posted 3 years ago

“Very good customer service help me and my family out when I was out of work why we was still paying for our holiday.... Only down side is that on advridge the waiting time to talk to someone is about 40 mins plus...”

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Posted 5 years ago

“Difficult to book online. Prolems with the site after payment details entered so was unsure if payment had been taken. Had to make booking by telephone. Speaking to the call centre was easy though.”

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Posted 5 years ago

Thomas Cook is rated 1.6 based on 128 reviews