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

“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 3 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 3 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

“Just returned from the Gambia .hotel room was a total disgrace hotel staff no interest Thomas cook no interest. Emailed them to make a complaint not responding to emails or phone calls will never book with this company again the hotel said we would be moved at a cost off £300 apparently this is common practice with Thomas cook put you in appalling filthy room then charge you to be moved be warned .What you see on the websites is not at all what you get”

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Posted 6 years ago

“Just returned from a holiday in Egypt. The hotel was being re-furbished and external works were taking place right outside the hotel. The Customer Service Team of Thomas Cook need to take a long hard look at how they handle Customer Complaints, They are a disaster .”

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Posted 6 years ago

“Do not use them on a city break as they where the worst travel company.we had paid extra for the transfer from airport to hotel and same on our return.It cost £139 and we did not receive neither taxi which then cost my self another £120 euros poor customer service and when you complain they said they would reply within 28 work g days JOKE!!!!!”

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Posted 6 years ago

“Poor services, not a chance to change a ticket without overpaying”

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Posted 6 years ago

Thomas Cook is rated 1.8 based on 148 reviews