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Written on: 19/06/2009
Thomas Cook have no right to claim they have a customer services department!. When you eventually get through to someone - and that can take a long time - they are arrogant, ignorant and totally unhelpfull. I have been blatantly lied to by members of their staff in an attempt to get me to drop my claim. As an example of the lies they have been telling I received a letter saying that they didn't have a contract with hotel at the time I was in resort. I complain and all of a sudden they don't… Read Full Review
Written on: 17/06/2009 by carole1301 (1 review written)
I tried for over an hour to pay the balance on my Thomas Cook holiday using the telephone numbers on the letter, only to be left on hold .. or for the other end to 'clear' the line!!
I guess they want everyone to default on their balance in order to cancel and resell the holidays ... pocketing the already paid balance to boot
there are lots of choice words I could use about the so-called customer service, but I won't
… Read Full Review
Written on: 04/06/2009 by carolev37 (1 review written)
My husband and I went on the glorious west excorted tour in may whith thomas cook.Excellent door to door pick up drivers very friendly.Tour manager was very poor she was only interested in you if you book all her tours which she pushed one day into the tour and got people to hand over there cash.No refunds if you changed your mind alot of people who booked the tours wish they hadnt.she made people feel small for not booking them and read out a graph of how much people had spent on her tours… Read Full Review
Written on: 03/06/2009
This is the first and absolute last time I book something through Thomas Cook. I'm due to go to my stag do in Prague on the 17th June and booked through them for (what I stupidly believed) convenience. The tickets came through but one of the passenger names was incorrect. Not our fault I might add, as we gave all the correct info at the time of the booking and by their own admission his details were correct on everything else. So far I have gone to their local branch 5 times to try and get it… Read Full Review
Written on: 02/06/2009 by katcheshire (1 review written)
Just been on Thomas Cook holiday. It was awful they are rude unhelpful and do little to resolve problems except add to the cost of the holiday, call you a liar and insult you!! Never again and would advise you not to go on holiday with them as their service is shoddy and not what you would expect from them… Read Full Review
Written on: 31/05/2009 by Ceridwen (1 review written)
Where do I start, although we had a slight delay due to still loading on cargo, we arrived at Pueto Plata on time. On our return journey we were due depart 30 minutes earlier, but again through no fault of Thomas Cook we did not depart until the scheduled time and again made up for this by arriving half an hour earlier. The cabin staff were attentive on both flights and as for the meals they were better than I have experienced before. Love the seat back TV and the pilot actually switched the… Read Full Review
Written on: 25/05/2009
I have spent many a lovely holiday via Thomas cook, but it is always OK until you want something else! after paying for a flydrive back in August 08, I saw a holiday including accomodation for just 380.00 I tried to amend my booking and spent 5 hours over 3 nights on the phone being put through to various unhelpful Departments, and then being cut off at 8pm. I was even told i would have to cancel my booking and lose 90% of my money just to get the alternative holiday, to include accomodation!!… Read Full Review
Written on: 25/05/2009
What a shambles. Having just been on Holiday with Thomas Cook, I have to say that their standards have declined significantly in the last few years… Read Full Review
Written on: 10/05/2009 by fitzyblue (1 review written)
WARNING: 16 HOUR DELAY AND THEY COULD NOT CARE LESS
Thomas Cook flight to Las Palmas was delayed several times at intervals of half an hour before announcing that our flight would not leave until the next morning at 7.00am. We were accommodated at an airport hotel for a few hours, to leave at 5.00am. This then changed to 7.00am for a 9.15am departure, which a TC member of staff described as being a positive as it meant "an longer lie-in for us". Having had very little sleep, all the passengers… Read Full Review
Written on: 02/05/2009 by leonmoomin (1 review written)
Thomas Cook Holidays, 10p per minute premium call rates! Made me wait for ages and didn't call me back when they said they would, now I know why they are not bothered by their call waiting times. No warning that it was a premium rate number. 40 minutes waiting = £4
Have done many flights and holidays with Thomson, much better than Thomas Cook!… Read Full Review
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
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