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“Worst holiday company! ”

written by 4Frost on 24/04/2016

We booked a holiday to Florida last year and they really messed up. Although flying on a BA flight we where told a Thomas cook rep would meet us at the airport when we arrived into Orlando as we had booked our whole holiday through Thomas cook. Having travelled from Dublin to London and then from London to Orlando we where extremely tired by the time we arrived. As we got to the help desk upon collecting our luggage we where told the reps had gone home as all the Thomas cook planes had landed!! (Obviously forgetting about us Thomas cook customers on different flights) We went and got our hire car and found our way to the address we where given by Thomas cook to be allocated our villa but when we got there (in the middle of a huge thunderstorm!) the building was in complete darkness, and a stranger who lived in the kissimee area asked us did we need help after we had sat in the car park for an hour trying to figure out what to do (we where in a foreign country and had no access to a phone to allow us to ring out anywhere, we where actually considering booking into a motel for the night) she helped us by phoning the out of hours Thomas cook help line (considering we had an American number to ring and no phone to ring it from) they allocated us a villa over the phone and what should have been a half hour journey from the airport ended up being a 4 hour journey. We did not arrive to our accommodation until after midnight (American time) which ruined the next few days as we where so tired from travelling. We found out in the end that the office for allocating villas had moved and we hadn't been informed. Would never ever use this company again! They didn't even offer us any compensation at all once we arrived home, we paid a lot of money for this holiday, they are quick enough to take the money off you but don't count on them if you have any problems, the service is poor.