Use the tools below to refine your search by only displaying reviews with a certain number of star ratings or to only show reviews from a certain time period. Eg click on '1 star' to just display the reviews we have which received a 1 star rating click or 'Within the last month' to display just reviews posted over the last month.
Written on: 28/04/2009
Missed the final payment deadline on our holiday due to not being able to get through to a customer service advisor!
Constantly on hold for up to an hour at a time, my friend has been trying to get through on and off for the last 3 months. Its an 0870 number so with the amount of time we have spent on hold I doubt the phone bill will be a cheap one!
Not impressed with the service AT ALL its an absolute joke! My friend went into the store to be told she could not pay in store or online only… Read Full Review
Written on: 27/04/2009
Thomas Cook have appalling customer service, we will never book with them again,
i am holding the phone listening to their stupid music( 25 mins now,) while writing this… Read Full Review
Written on: 27/04/2009
SRI LANKA TOUR -Booked a 2 centre holiday - tour of Sri Lanka followed by a week in the Maldives. The brochour stated we would have an air conditioned mini bus with a driver and English speaking guide. Arrived at the airport to be greeted by an elderly gentleman who escorted us into a Taxi. After driving for half an hour I asked if we were nearly at the hotel to meet up with the other guests on the tour and pick up the mini bus. The man muttered something but didn't really understand me… Read Full Review
Written on: 17/04/2009
omg. Do they even have anyone at the other end of the phone? Tried for 30mins trying to call the Thomas Cook customer service and the line was dropped on 5 occasions. Their website call back feature doesnt even work also. Have now been waiting 3 days for a ring back. Not recommended, sorry… Read Full Review
Written on: 15/04/2009
flying from ema to banjul with Thomas Cook, ground crew rushed us and were quite bossy, on the flight i didnt get served any lunch, but the pilot was freindly, on the return flight i liked the way the crew keeped us up to date… Read Full Review
Written on: 09/04/2009 by timreview (2 reviews written)
Thomas cook customer service failed to acknowledge my complaint within 14 days or reply to me at all within the 28 day limit set down by ABTA.
I reported my damaged luggage to them by letter as I failed to get through to them by phone (kept waiting on a premium rate phone line for 30 mins). I sent the letter recorded delivery. Thirty days later I received a reply saying that their insurance company might not consider my damaged luggage claim as I hadn't reported it within 14 days even though I'd… Read Full Review
Written on: 08/04/2009 by PETERPLENTY (1 review written)
The Thomas Cook website is nice and cheap, but wont actually allow you to pay for your reservation online. You need to call their 0871 customer services line who are impossible to contact! I have phoned 3 times a day for the past 7 days waiting a minumum on 10 minutes every time and not spokem to one single person yet. This is how they treat a customer who has not yet actually paid!! I do not understand how they are still in business… Read Full Review
Written on: 30/03/2009 by bdmhenderson (2 reviews written)
After saving up for more than a year for a honeymoon we decided to go with what we thought was a reputable travel company.
I found the after sales support is non-existent any problems encountered they don't want to know about and certainly can't be bothered to even look at solutions.
The flight times were changed 3 months before the holiday and we never knew anything till the tickets arrived. We then had a 20 wait from being put out our rooms till the transfers arrived.
Thomas Cook thought this… Read Full Review
Written on: 09/03/2009 by patashton (1 review written)
thomas cook debited my credit account twice for the same holiday in december 2008 it is now march 2009 and i still have not got a refund i have rang 5 times and today i have been disconnected twice. i do not think i will book with thomas cook again… Read Full Review
Written on: 06/03/2009
Spent over £15 in premium rate phone calls trying to sort out problems with the Thomas Cook website that crashed during the booking process, then when they finally issued the tickets they had no names on so they were useless! Every phone call involved waiting over 15 minutes to speak to someone on a 10p/minute phone line. Will never use this company again!… Read Full Review
Written on: 17/02/2009 by ritamoore (1 review written)
We're trying to pay balance of our hotel we booked through Thomas Cook and cant get throught to the call centre at the moment! I Contacted our local office only to be told they cant take the money and we would have to wait in a queue on the phone to talk to customer services!… Read Full Review
Written on: 05/02/2009 by wrighty16 (1 review written)
Flew to the Dominican Republic in January from Manchester with Thomas Cook, paid extra for the premiun cabin which was well worth it. Both outbound and inbound flights were on time, we actually arrived home an hour early.
I would like to see the premiun cabin seats and inflight entertainment modernised… Read Full Review
Written on: 28/01/2009 by debbswa (1 review written)
In September 2008 we were stranded in Turkey having booked a flight only holiday with XL Airlines. On arrival at Dalaman Airport to try and secure a flight home, Thomas Cook charged us 25% charges for booking a flight with them and putting it on a credit card. We were advised had we got cash the flight would have cost £300, we ended up having to pay £406.80 including their charges. No other company were making this extortionate charge but unfortunately this was the only flight we could get… Read Full Review
Written on: 25/01/2009
Nielson(Thomas Cook) cancelled our ski holiday 8 weeks before we were due to go and 'generously' offered us any of their other holidays 'at no transfer cost'! No alternatives or explanation were given… Read Full Review
Written on: 08/01/2009
We booked through Thomas Cook a few years ago and because of our awful experience we never went through an agent again, I stupidly thought that we would be staying in a beautiful room in a hotel overlooking Lake Garda, but no it was a bunker like room under the pool. The agent did not care or show any consideration at all. After that we did all our holidays online and were very careful about what we were booking… Read Full Review
Written on: 02/01/2009 by Alan Oliver 15 (1 review written)
We booked our Thomas cook holiday to Cuba, just before Christmas, the flight was delayed 9 hours on the return journey, we missed all our connection and were stranded in Gatwick at 7.00 pm Christmas eve. no one there to help us, and no insurance that covers onward flights… Read Full Review
Written on: 29/12/2008 by echad (1 review written)
They didn't respond to complaints. I would not recommend booking with Thomas cook. Appalling service… Read Full Review
Written on: 21/12/2008
I booked a flight with Thomas cook to fly from work to my home in Thailand where I have resided for the last 7 years. I requested for a ticket that I could change the return date so I could return to work in the spring. But when I went to change the return date the airline told me this was a discount ticket and that I could not change the return date. I paid £733 for that ticket and it was the most expensive I have ever purchased. Certainly not a discount price. I have written confirmation from… Read Full Review
Written on: 20/12/2008
What a mistake!! Both me and my family checked the reviews on this site and still booked, being told my friends the flight was fine and they had no delays yet here I am!! Delayed for eighteen hours!! with a 6 pound voucher for food or drink (non alcholic) in the airport where a drink costs almost as much! We were at checkout 3 hours early because Thomas Cook couldn't guarantee that myself and my family couldn't sit together on the ten and half hour flight (when we get on it) to Cuba!!! I read… Read Full Review
Written on: 04/12/2008 by srwlml23 (2 reviews written)
The entire service I received was fantastic from start to finish, the staff were very helpful and friendly at both ends of the holiday Thomas Cook had friendly staff, all very helpful and polite, they gave us a comfortable and clean journey, no problems with flight times delays or set backs, all was up and running on time, staff were there on the other side to greet us from our flight and point us in the right direction which was most useful! Our rep was always there to answer any questions we… Read Full Review
As rated by our community of reviewers
" Best even telephone booking " Read More
" They know what they're doing! " Read More
" DialAFlight - Brilliant service! Highly recommended! " Read More
" Lost in spain " Read More
" Amazing online travel company " Read More