written by Alir461 on 18/11/2014
We had booked Skiathos in September, a resort and hotel suitable for people with slight mobility problems, i.e. the resort was on the flat, shower not bath, no steps etc. It always takes a lot of research for us to find a suitable holiday. Four days before we were due to travel they sent an email saying that the hotel was overbooked and we would have to stay elsewhere. The 'elsewhere' that they gave us was completely unsuitable, in a different resort and accessed by many steps up to the rooms. When we rang them they made no effort to find an alternative holiday - just not interested and to compound the misery they refused to speak to me as I was not the lead name on the booking, even though it was my email address they had used to cancel our hotel. As it had taken me over 20 minutes to get through to these idiots, I wasn't going to hang up so I rang my husband who was working in another part of our village and he, literally, ran home just to say to the guy on the phone that he was who he was! Anyway, to cut a long story short, they gave us our money back plus a paltry £25pp compensation for leaving us with no holiday 4 days before departure. I wrote to them and emailed on numerous occasions but they refused to budge on compensation and eventually stopped replying to my correspondence. I even wrote to their CEO but even she didn't have the courtesy to reply. What a rotten company Thomas Cook has become. When I think of its fine history as the oldest tour operator in the world who always were a cut above other operators when it came to quality and customer care, I could weep.
written by smitgla on 02/08/2014
Having booked a package from from Glasgow to orlando and later reading reviews about the flight I was slightly nervous re what to expect. However we found the flights and service excellent. My son decided at the last minute that he didn't want to get on the plane and I have to say the airlines staff were fantastic( not the gate staff though!!). Not only did they help get him on the plane they reassured me the whole time he was screaming and helped manage through it. They managed to get him into the cockpit to meet the pilot, had a special announcement made for him and when the flight was in the air the pilot came out to see how he was. Glad to say he was fine once we were in the air! The meals were all included in our package so we just had to buy drinks. I was ok with this given to fly with virgin with drinks included was an extra £2000! The meals were really nice and the flight was on time. Inflight entertainment was ok-I have seen better but this would not stop me flying with them again.
written by Jordanw481 on 21/05/2014
Tired to book a holiday with them but there prices at much more expensive than you see the customer service is also very rude !!!
written by on 26/10/2013
Booked with Thomas cook this time and everything was great from start to end brilliant helpful staff see you next year thomas cook
written by on 03/10/2013
For many years I have praised the operators at Glasgow for the speedy check in with well staffed desks. Thomas Cook have just changed my opinion. Travelled with TC on 23rd Sept from Glasgow to Arrecife arrived at check in desk a few minutes before it opened at 12.30pm for the 3.30 pm flight. Desk opened on time with two staff, one on priority check in, and one on ordinary, to deal with 280 passengers! Our queue time was 65minutes, some people behind us were two hours. To the left of the TC desks was JET 2 who had 6 desks open, there were no queues and their passengers were highly amused at our plight. Clearly a cost saving exercise by TC which will cost them dearly, all of the passengers I spoke to are looking to JET 2 and others for their next holiday.
written by on 28/09/2013
I went on holiday with a friend who unfortunately booked the holiday in my married name, not realising I hadn't changed my passport. We were required to check in on line however, and I provided all the correct details for check in . On arrival at the airport the boarding passes had printed out in my married name, despite checking in in my maiden name and basically had to pay £100 for the very unsympathetic customer service woman to delete 4 letters and type in 5 to change my surname on the booking. We were flying back from our holiday with Monarch who were far more understanding and helpful and changed the booking at no charge. I'd be happy to use Monarch in the future but won't be going anywhere with Thomas Cook if I can help it!
written by on 09/09/2013
just come back from. Salou. Staying at the best oasis park. All inclusive.Had a fantastic time, food was first class and the hotel was spotless. We had read a few dodgy reviews to be honest. But me and my wife were more than pleased with it.
written by Mrsmcgoo on 11/01/2013
Booked our ski holidays on line to go to kuprun Austria 26 th jaunary 2013 after booking I went on the live talk to book my ski carrige with one of the staff who said I had to call flybe to book ski carriage , fly be said they could not do it so went to the thomascook store who said they can not do it Neilson ski need to do it, I called Neilson whom said they can not do it the contract is with Thomas cook , but ski carriage was available, I called thomascook to book the carriage who said they would call Neilson ski and they would call me back, she called me back to say it was to late and she would put me down for a call in the morning afternoon came and went so I called Thomas cook and got the same girl who said she lost my number? And would call Nieilson ski and book in my skies , needles to say there was no carriage available for my skis ? a ski holiday company to have limited space for skis and boards? So I have to pay out for ski hire , I will never book with Thomas cook again for any holidays, and would never recommend them!!! Especially for skiing! Be warned.
written by on 07/12/2012
please beware of the thomas cook website when booking your "package" holiday. we have booked ours and recieved the e-ticket today. the web page states we would be recieving inflight food all the way through the booking and paying process.....until the very end when very craftily tucked away at the very bottom of the page ....directly underneath the link for information for irish bank account holders is another very small link called important imformation......this will inform you on a seperate page that you will be getting no inflight meals on monarch flights....now that is just sloppy and underhand and very unprofessional.....i asked for a small refund to cover the loss but was told to write in and complain after we getback from our holiday....in 11 months time.....lol. now i understand why thomas cook are in financial difficulty....very poor customer service..and a very unprofessional website... oh well never book with this lot ever again. i have used easyjet for my last 4 holidays and they have been superb...stick with the best ...my mistake
written by rorylow27 on 01/08/2012
I TRIED TO BOOK SEATS FOR EXTRA LEGROOM AS IHAVE VASCULAR PROBLEMS AND AS A THOMAS COOK CUSTOMER THE AGENT SAID I COULD NOT BOOK SEATS THROUGH THEM BUT TO CONTACT BRITISH AIRWAYS THEY ALSO SAID THAT CANNOT DO IT EITHER I AM VERY DISAPPOINTED WITH THOMAS COOK AS WE HAVE BOOKED ALL OUR HOLIDAYS WITH THEM AS THIS WAS TO BE OUR HOLIDAY TO CELEBRATE OUR 50TH WEDDING ANNIVERSARY ALSO OUR LAST HOLIDAY WITH THOMAS COOK
written by on 26/03/2011
Trying to get through to Thomas Cook just with a query has been a nightmare. Goodness knows how much is has cost me on my phone and I havent even spoken to anybody yet.!!!!!!!!!!
written by on 24/02/2011
hi usually holiday reps get a bad press i was in benidorm in december for my birthday with my husband 3 days after arriving i was seriously ill with heart failure spent 9 days in hospital 5 of them in intensive care wasnt allowed to fly home we were there for a month.I was then allowed to fly home but had to have a doctor escort me home The reps couldnt do enough visiting every day sorting things out to take the load of my husbands shoulders so please do not tar all reps with the same brush.
written by on 25/11/2010
Another week without my wifes mobilty scooter that cooks lost,found then wrecked, they shipped it back to england from canada on 20/08/10 since then they have ignored all attempts to get the scooter back,all the time my wifes stuck in the house,does cooks care? with their lack of concern it seems they do not care about the lasting damage to my wifes health they are causing. It is clear they are a company not to use, all they want is your money there is no after care.
written by on 18/11/2010
Yet another week my wife is without the scooter thomas cooks lost and they still have not done anything about it just ignored us,they do not care about the damage they are causing to my wifes health with a attitude like this stay clear of this rubbish outfit. Again I had to enter a star rating to put this message out but the stars I put on are not true if they were sure of themselfs why make anyone put a rating on shame there are no negative stars I would fill the page with them.
written by on 10/11/2010
My wife and I landed in Toronto at 2000 they had left her mobility scooter in Manchester.we were lent a wheelchair that would not fit in hire car so had to hire larger car scooter turned up 2 days later broken spent 3 days looking for a repair without any luck Cooks told us to buy a wheelchair and they would ship mine back. Went to Cooks hotel in Ottawa they had sold it now flats never told us. We had to hire 3 larger cars buy a scooter pay for 4 nights hotels scooter sent back on 19 aug still not arrived all they have done is sent a letter to say A.B.T.A. say they have to respond in 28 days my wife had to be addmitted to hospital due to her M.S. getting worse due to lack of action by Cooks they have no sense of urgancy just a uncaring company our holiday was cut back due to having to pay for 3 larger cars,a wheelchair and 4 nights hotels what do we get from Cooks a bog standard letter as to day 10/11/10 there is no scooter or contact from Cooks it seems it was just our money they wanted then you are dumped no matter what happens or the efects their lack of action has on anyone.In short a rubbish company not to be used by a disabled personI have had to click on rating stars to get this review on but I do not give them any stars at all.
written by on 28/10/2010
I was in Altinkum with family when I became seriously ill, I was transported by ambulance to Kusadasi to the private Ada Hospital. MY son met Kim from Thomas Cook, but the resort supervosor Lofti Kammoun went beyond his call of duty visiting everyday checking up on me speaking to the doctors on my behalf, in-fact he became my friend. Even when my extended family returned home he visited and intervened to the insurance to ensure my son became plus 1 to stay with me. Could you please thank him on my and my families behalf it would be greatly appreciated ...thank you Thomas Cook for employing such a wonderful person..
written by on 11/10/2010
JUST RETURNED FROM HOLIDAY IN MERVE SUN APTS. SIDE TURKEY AND MUST HEAP PRAISE ON REP NAMED CHANELLE.BOTH MYSELF AND MY WIFE WERE VERY IMPRESSED BY HER FREINDLINESS,MANNER AND HUMOUR AND I JUST HAD TO TELL YOUR COMPANY THAT THIS GIRL IS BY A MILE THE NICEST REP THAT WE HAVE EVER MET.WE ARE BOTH IN OUR SEVENTIES AND THIS WAS OUR 17TH TIME IN TURKEY.WITH STAFF LIKE THIS YOU CANT MISS.
written by on 23/09/2010
My wife and I use TCook for our holidays and have been pleased with the service but not this year. 1st: Leg room on the planes to and from Skiathos was tiny (£15 for extra leg room). The other problem was the TCook rep at our hotel requested our return flight cases to be in reception at 09.00hrs, we would meet in reception at 10.55hrs for the coach to the airport. Our bags were sent with the Gatwick flight but we were on the Manchester flight! The coach was 27 mins late so imagine the worry we had until we got to the airport to find the rep there had found our cases. We would like to have been aware the hotels beach sunbeds cost 8 euros/day and there were no towel hiring facilities.
written by on 21/09/2010
I booked a flight through Thomas Cook.com as they were the cheapest in my late booking.
The legroom on the Thomas Cook flight is the worst I have ever seen.
I missed my flight- dumb silly me! but the Thomas Cook staff were barely even available at the airport, let a lone helpful in arranging a new flight. I know for a fact that other airlines like Easyjet will just put you on the next flight for no extra cost, but Thomas Cook simply told me to sort it out myself.
written by on 05/09/2010
This is in regards to a holiday I took last year but based on the negative reviews I have read I have decided to document my good experience. I didn't book my holiday online, instead I booked via the Thomas Cook travel agents in Wembley.
The customer service I received in store was excellent. The agents even managed to inform me about Turkey, telling me it was an up and coming holiday destination which I would enjoy because of my age and amount of things available to do. The agents also made me feel that I could call them with any queries I may have.
I don't like to go on holiday when accommodation is not half board. This is not common in Turkey and yet the agents were able to find us a beautiful hotel which was indeed half board. The flight was decent, the plane is nice enough for a budget flight. We were lucky enough to have also had a food supplement included in our package as a nice little snack on the plane is always good.
Once in Turkey, it was easy enough to find out transfers to the hotel although I think the tour guide and coach could have waited a little longer for some of the other people to come out of the airport. Once we got to our hotel we were told a Thomas cook rep would meet us at a certain time the next morning but he didn't. To be honest our rep was never really on time, or at the hotel when he needed to be.
However, putting this aside it was easy enough to find things to do with out the rep. We booked excursions with people in the country and these companies came to our hotel on time picked us up and took us on great trips. The location of the hotel was great as we were able to access everything that we wanted to access. We didn't need a Thomas cook rep as the hotel staff were more then helpful enough. Everything went well and there were no glitches so I was a happy customer.
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Basserphil's Comment
Written on: 07/12/2012
very well done to this rep your a credit to the company