Thomas Cook Reviews

Name: Thomas Cook
Rating: 1.59

1.6 Rating 128 Reviews

13 %

of reviewers recommend Thomas Cook

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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

“Disappointed with the dealing of activation of my replaced card Employers are so arrogant and ignoring everything Worst card ever”

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Posted 1 year ago

“Tried cancelling holiday and they wouldn'tet me instead they just took my money avoid at all cost worst customer service ever”

Helpful Report

Posted 1 year ago

“I would give less than 1 satr if I could. Booked a holiday to go to Crete on the 16/08/2022 for myself and my girlfriend to go October 2023. All paperwork was sent through and seemed to be all good. On the booking we was told as our flight was booked with wizz air that we would have to add baggage directly with them. On Thursday 12th January I decided to go and book the baggage and seats for our flights. Used our booking reference to find out that the dates booked for the flight were wrong, and that the flight had already been cancelled. Tried to call the customer service line, to which you get a recorded message option 1 to book a holiday, option 2 if you already have a holiday booked. If you press option 2 you get a recorded message telling you to use Whatsapp or chat that the only option. Managed to speak to someone by using option 1, got through to a lovely man and he was shocked like me that no one had contacted us to let us know that flights had been cancelled. I received an email saying my only options was to pay an extra £802 for different flights or cancel the holiday. 13/01/2023 I called the up on a different number that is advertised for customer service to get through to a person. The person was polite but spoke to someone from the team dealing with the booking to say it was just a typo for the wrong dates and the dates we were supposed to fly were correct. Our flights 21/10 - 28/10 on the wizz air website flights were 23/10 - 27/10 so they lie too. I made it clear that i was appalled with their customer service and that I would have to have a refund but that I no longer had that credit card anymore. Then I am told that I would have to contact the credit card company I no longer use to get my money back. So I had to find out that flights were cancelled and will have to spend hours on hold to a credit card company that I no longer have an account with to get my refund. I will never use this company again and if you are having any problems and you don't want to speak to a computer through the chat on website or the computer on whatsapp here is a number to use 02080163298 Date of experience: 12 January 2023”

Thomas Cook 1 star review on 13th January 2023

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Posted 2 years ago

“I just want to agree with all the other reviews. You would be better off booking your flights and hotel yourself. We recently booked a package deal with Thomas Cook as we believed it would be hassle free. However, the third party airline (Ryanair) changed the return flight and suddenly Thomas Cook were no longer an "agent". They were happy to suggest many ways in which WE could make changes, including contacting Ryanair ourselves (impossible) and/or changing the dates of our holiday (more expensive). When we complained, they quoted terms and conditions at us! In the end we cancelled the holiday and booked the same hotel for a cheaper price with Booking.com. What is the point of Thomas Cook if the customer has to do all the work? Avoid them at all costs.”

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Posted 2 years ago

“Do not book through Thomas Cook. They may use a third party like RyanAir to book your flights, and those bookings commonly fail (as admitted to many times by many Thomas Cook agents and RyanAir agents). They will not, however, tell you when this happens. Only when approached will they tell you it has failed and that your flights now cost more, as they failed to book them when paid for. They will absolve themselves of all responsibility, despite having their terms and references pointed out to them on several occasions. If you then have any problems with flight verifications or check-ins using RyanAir, you will not be able to seek help from either customer service. It’s impossible to know for sure if my flights are finalised, or to add the luggage that Thomas Cook forget to add when rebooking the flights that they failed to secure due to incompetence. Do yourself a favour and spend the little bit extra to just book everything yourself independently. Thomas Cook will take your money and do less than the bare minimum to assist you if anything goes wrong.”

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Posted 2 years ago

“One of the worse place to relieve on they are full of lies.. i spend more than they asked to get me proper service. When the service or the stay was not as expected they claim thats it should be our fault. The name of the person who helped was shrenik. He was promised things which were not delivered …. I paid for The max where i can get the best service but i was treated the same as people paid way lower price than us…”

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Posted 2 years ago

“I do not recommend. Tragedy. 3 days after buying the holiday, they wrote to me that I have to pay extra £ 160 because the plane tickets have become more expensive. What interests me. I paid the amount I was supposed to pay. And only after 3 days they send information about underpayment. These are some jokes. To make this not enough, they also said that they would not give back the money for insurance in the amount of £ 69.50. Avoid a wide berth. I do not recommend.”

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Posted 2 years ago

“Absolutely avoid this company, especially if you're spending your hard earned cash and want a stress free holiday. Thomas Cook adds no value as a travel agency. You would genuinely have less problems if you sort the hotel and flights yourself, especially when it comes to issue resolution (e.g. changes to flight times outside of your control etc.) They have no supplier management model (...or a really inadequate one if they do). Still trying to get our money back for a refund which was agreed and cleared nearly 12 months ago. We have even been asked to handle their suppliers ourselves (despite contradicting their T&Cs)!! Genuinely having to use a debt collection agency to get our money back from Thomas Cook. First time I've ever had to do this in my life 😂 Let's start #ThomasCrook (have you seen the other 1 star reviews!! 😬)”

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Posted 2 years ago

“I can’t even give one star. I just told my flight price went up in £435. If can’t pay can cancel it. I’m so disappointed. This holiday was after 4 years with my kids. I don’t know what to do. I got no money to book another this half term I’m left with disappointed. Please don’t think Thomascook is same as before. I went to them as I had good history with them. I meant 8 years back. But now it’s just appalling. I got no words to explain my disappointment.”

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Posted 2 years ago

“I booked a hotel and checked cancellation rights which said fully refundable, paid deposit of £40 then realised when I recieved the confirmation the dates were a week later than I needed, the week before was significantly more expensive so I live checked to cancel, terrible service - agent Stefan said he would charge £25 to cancel despite me providing a photo stating fully refundable - I will never use this company again as they are deceitful”

Thomas Cook 1 star review on 4th October 2022

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Posted 2 years ago

“I can honestly say this was the worst customer service experience I have had. So booked my holiday. 24 hours later flight price increased so I received and email offering to let me pay increase, I agreed. 24 hours later another email saying price had increased again- what! Email offered to let me choose another flight. Flight picked for me was a week later! So I refused. Was then told my money would take up to 2 weeks to be returned to me. Tried to use as credit . Used the chat function as I thought this may be quicker. Awful service, no customer service experience evident verging on unhelpful and just rude. Had to make a formal complaint and I just didn’t feel listened to at all. Based on this experience I will never use this company again.”

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Posted 2 years ago

“Booked journey, 2 weeks before they sayd need more £350... So I canceled”

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Posted 2 years ago

“This company and their holiday is a horror on the spot, it turned out that Thomas Cook travel agency! did not inform the hotel about my arrival the hotel does not have a room for me I have nothing to eat and where to sleep I do not recommend stay away from this company!”

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Posted 2 years ago

“The worst company out there on hold for hours to the worst hold music . They sell the holiday on their website which is rubbish and once you have completed you get confirmation 10 hrs later and it's not what you ordered then when calling you can't get through ,and when you do they say they will get back to you and never do . Total bandits do not book with Thomas Cook . They have completely ripped me off and ruined my holiday before it's even begun”

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Posted 2 years ago

“Just returned from an all inclusive holiday to Bodrum, Turkey. Hotel was like stef as 5 stars and was more like two. The room was tired and in desperate need of refurbishment. We had to insist mould was cleaned from the shower. We were shown another room which was no better 2 days later so stayed where we were. The hotel staff were amazing so we made the most of our stay but after paying for return transfer we had to take a taxi to the airport to avoid missing our flight. Have emailed and received no response and spent hours trying to get through on the phone. Will not stop until we are compensated for the miss-sold hotel and fully refunded for taxi to airport. Terrible company!”

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Posted 2 years ago

“I was nearly going to book our holiday with Thomas Cook. But it really shocked me when I read people's reviews and I can't see anyone has given more then one star. Now I am convinced the Thomas cook is cooking people's holidays, and lives them in nightmare. So they scam and I will never book holidays with Thomas Cook otherwise I will get cooked up.”

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Posted 2 years ago

“Wish I could give zero …. After service is slow shocking and just sub standard…. Feels like you are just getting nowhere…. Wasted 10 hours plus trying to get through… now trying to self check in to flight and totally hard work Just a load of absolute rubbish for what is an expensive holiday. We travel a lot and never will we travel with Thomas Cook again Rubbish company”

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Posted 2 years ago

“Absolutely disgusting service. I tried to book my holiday with you but the next day I paid, you are saying the flight price changed and I have to pay extra? This is bad enough as I choose you and my other plan from TUI now gotten more expensive too when I go back. You said you will refund me but I need to get the Travel insurance refund myself separately ? What is the point getting insurance with you then? I could have get it myself separately and also cheaper !!! It's been almost 3 weeks after I canceled and I still have not got my full refund? I will never book anything with you again and I sure will tell everyone I know not to book with you!”

Helpful Report

Posted 2 years ago

“We had used Thomas Cook to book an apartment in Lanzerote. When we arrived at the complex we were informed that no room was booked for us and was shown an email from the complex to Thomas Cook stating that fact. We rang the emergency number as stated on the booking form. We explained the situation to the rep who said she would need to contact the booking agent. The booking agent rang the receptionist twice asking the same question, do they have any rooms, the receptionist explained twice that they had none quoting the email the complex had sent them the day after booking was attempted 1 month before we arrived. No other phone calls were received by either the receptionist of us, it was now 23:30. The receptionist said we could stay for one night then we would have to find other accommodation. We rang the emergency line to explain the current situation, we were told they would ring in the morning. We had to pay for the one nights accommodation and received no more contact from Thomas Cook. We got up early the next morning having no faith in Thomas Cook to help on any way. Eventually we managed to find a room that we paid for another 500e on top of the 70e for the one night. We complained 2 days after arrival, no reply although documentation states they will be in contact within 72 hours. We have been in contact twice since and been told they would be in contact, again nothing. In summery instead of celebrating our 40th wedding anniversary in style it was a nightmare. Being dumped with no support was bad enough but to be ignored after the fact is the last straw. Why are companies like this allowed to do businesses . Appalled at this company, leave them well alone.”

Helpful Report

Posted 2 years ago

“On Monday 20th June I took my daughter, Rebecca and her friend Louise and Louise’s two children, Lily and the adorable five year old Darcie, to Bristol Airport for their long awaited holiday to Turkey. Happy in the knowledge that they had booked all inclusive for 7 nights at a nice hotel called Eftalia Splash Park. Lovely, I thought, because Louise was recovering from a relationship break up and my daughter Rebecca has had massive health problems including cancer that she’s overcome with such braveness. These two girls have scrimped and saved for so long for this holiday and the children have looked forward to it for twelve months and it cost nearly £2,000. Louise’s other daughter, Shannon and her boyfriend Blake have also booked into the Eftalia Splash Park, so a lovely family reunion is planned. Lily and Darcie are so looking forward to spending time with their big sister! The problems began Monday evening when Rebecca, Louise and the children arrived at Eftalia Splash Park to be told that Thomas Cook had overbooked the rooms and there was no room for them! They were then put into a dreadful place down the road called Aydinbey Gold Dreams. Absolutely nightmare! No hot water for showers only enough for two cold showers so Rebecca and Louise washed in bottled water! Rebecca sleeping on a broken camp bed which collapsed and caused her dreadful bruising. I have photos available of the room they were put into. Unbelievable! The number the girls were given for Thomas Cook wasn’t ringing (well at 2m in the morning it wouldn’t). 7 am (UK time) I received a heartbreaking message from my daughter saying (Mum, I just want to come home). So I rang Thomas Cook and explained i was really worried about my family in Turkey. I spoke to Hayley who promised to sort it out for me and ring me back. She did ring me back in the evening to explain that she couldn’t get hold of anyone to help her! So Wednesday morning I rang Thomas Cook again and throughout the day I spoke to Kate, Kay and Morag, all promising to sort it out and let me know what was happening to my family in Turkey! My family heard nothing from Thomas Cook all day Wednesday even though I had made numerous phone calls. At one point they offered £180 compensation. I told Rebecca and Louise it was their decision and they both said “No way”! At 8pm i spoke to Natalia and explained that i had left numerous messages for Kay and she had promised to ring me back and hadn’t. At least Natalia offered to ring the girls to speak to them even though she had no news for them. I’ve cried, pleaded and threatened with Thomas Cook. All I want to know is that my family is safe and well in Turkey. What do I have to do? Thomas Cook say they are just a Travel Agent and they use a hotel bed allocation company and its their fault! The hotel bed allocation people say its Thomas Cook’s fault, and the flights are with EasyJet so there are three companies involved in this debacle and they’re all blaming each other. The treatment of my family and friends is appalling. They are due home Monday and I cannot wait to go back to the airport to collect them and know they are home safe but I will let as many people know via websites and other media of the disgraceful treatment of these two young ladies and two young children! The Saturday before they were due him they were actually asked if they would consider giving up the room they had so another family could have it! Unbelievable!”

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Posted 2 years ago

Thomas Cook is rated 1.6 based on 128 reviews