Well, as far as I'm aware TrustPilot is one of the main review sites(?), so it then follows that the lowly one star on here as regards Thomas Cook has been achieved accordingly. I'm so disgusted with them - heard they were in possible financial difficulty last year - personally, I hope that's still the case & that they go bust - it will be their own doing as a result of having no customer care whatsoever! We (48y/o couple) had a truly awful holiday via TC, which was unable to be rectified in resort. Upon arrival home sent them a letter of complaint, with 15 totally separate points of complaint. Still no response after 28 days so 'chased them up'. Then, amazingly basically received a one sentence reply to the effect of 'sorry your room wasn't up to scratch, we'll mention it to the hotel' !! We wouldn't mind, but we never actually complained about the room! No addressing of any of our actual complaints! So emailed them back suggesting they may have got our complaint mixed up with someone else's? But no, received a subsequent reply - FULL AND FINAL response remains the same - case now closed! And yes, there's the ABTA route we could take, but there's a £120 admin fee etc, and after all this, and as they full well know, most people aren't going to bother. Just absolutely disgusting lack of service. I will never book another trip with TC again & I will pass on my experience to anyone & everyone when anything close to the subject matter comes up! Hopefully it will be a case of who laughs last ....
We went to Malta on a package with TC, and had trepidations, as have seen all the adverse comments on here!! We boarded our brand new A321 (G-TCDC) at Manchester airport, were given a great welcome by the hard-working cabin crew, had plenty of space (One row of seats taken out on new aircraft!), and had a thoroughly enjoyable flight. Our hotel was fine, not glamorous, but clean, functional and friendly----all you need yes? Food was patchy, but sometimes very good indeed. Flight home----well ok I (as an aviation enthusiast) paid the extra to sit where I wanted to, so bit of an advantage there!) Great flight home, early!!!! and would not hesitate to book with them again!
We are a party of 9 who recently flew with Thomas Cook from Manchester/Antalya/Manchester the outward flight was 3 hours late but from our experience of Thomas Cook this was normal and did not warrant a complaint. However the return journey was a horror story, we are an elderly party 5 men and 4 ladies and seated directly behind us were a group of loud, foul mouthed drunks who were obviously the worse for drink when allowed on board. Despite their condition and annoyance to fellow passengers the Thomas Cook staff (who were obviously profit driven) continued to fuel the situation by continuing to serve them with drinks up to 30 minutes before landing. At no time during the flight did the flight crew attempt to quieten or calm the behaviour of these people. I personally have travelled with both scheduled and budget airlines for both business and pleasure for more than 40 years and can state hand on heart that Thomas Cook is without doubt, not only the worst airline company but also the worst company in dealing with any customer complaints. TWO PIECES OF ADVICE, IGNORE THE PRICE DO NOT TRAVEL WITH THOMAS COOK, AND IF YOU DO, DON'T BOTHER COMPLAINING, YOU WILL RECIEVE NO SATISFACTION.
We werent very happy with the flight, is a good price at the beginning but then it comes all the extras.. Very expensive, they even charge for their headphones adaptor £2 is a rip off! We went to Mexico, so flight of 12 hours you need a lot if food to buy then.. We did get the menu but it wasnt enough. i paid for my seats as extra aswell and they said i didnt (Even tho I checked my bank account and they took it), the lady at the airport SO RUDE pushing and very insistent and that I didnt.. so i didnt get the seats i was 100% sure I booked (£25 lost there) I want my money back from that! The worst was that they charge you £50 per person on your way out from the Airport to come back! It has to be in Mexican Pesos, cash, no receipts, they take your itinerary before you leave. This sounds like a scam!!! Why dont they charge you for that before hand, sounds like cheating, stealing.mis just wrong. I spoke to the "Secretaria de Turismo" (Tourist board) and they dont even know what I was talking about! Total scam. Hotel was ok but after evaluating and compering, the package wasnt cheap as we thought it was. We end up speanding an extra £600 between flights to london to be able to fly form their airline, hotel in london because their flight is super early, foods, seats, transport from and to hotel-airport both locations, i can continue... i will never book another holiday with them.
had an holiday booked up and my wife was admitted to hospital and told we cant fly , had no insurance so couldnt cancel . wanted to change name on holiday and give it away to family rather than just lose £1850 thomas cook have come up with every excuse not to let me do this , now they say i can take someone else and leave mrs here. apart from not wanting to leave my ill mrs here i am her legal carer as she is disabled . could understand if i was asking for money back , makes it worse when they freely tell you on the phone to cancel and they will give you £180 back and sell your holiday again for about £1000
I would not recommend Thomas cook to anyone. My mum booked a trip for me, her and her friend to go to Lanzerote in May and this is the only time she can do it because she can't afford to do it again. She booked it last July because she works in a nursing home which makes it very hard to get the time off work. First of all because it runs into the half term we had to pay an extra £500, then we recently found out that I have an A level exam on the day we're supposed to fly out (we had to start the holiday two days before half term because they only do flights Thursday to Thursday!) I can't afford to miss the exam because it will affect my future and I was told it will ruin my chances of getting into university because they don't do retakes. My mum went to see them and they told us there were no evening flights or next day flights unless we paid an extra £400 and I get on the plane alone. The clearly ditzy worker then suggested I fly on the Tuesday BEFORE as they also do Tuesdays apparently- which would mean I miss more exams! My mum tried to get money back explaining that the exam board will give a letter explaining the circumstances and that we wouldn't have known the exam dates until it would have been to late to book it. They then told her that not only would she lose her money but she would have to pay an additional fee because she will be staying in a double room by herself. They wouldn't find her a smaller room either. The rep was very rude and frequently used angry tones. Appalling not only is the holiday ruined but we have lost £800 for nothing. Disgusted I couldn't even find where to leave a complaint.
So, we take a trip to Thomas Cook as we are fed up scouring the Internet looking for a holiday, it was a great start, lovely lady offered to help us, asked us all the questions to find us the perfect holiday that we were looking for, and there it was, perfect, credit card came out, Teresa the Thomas Cook lady, showed us the options on the screen and confirmed the final price and printed it off.
We agreed that we were happy with the price. She then pressed the keys for us to pay and the price suddenly changed, adding some £1900 to the quoted price. Luckily Teresa had printed everything off for us with the original price on. After making a few phone calls, to see why it had changed, and whilst she was waiting for an answer, she went back into the system to check and the price had indeed gone up...........
We went into the agents because we thought it would make a nice change to get some personal recommendations and indeed a change from booking on the net. We are so disappointed with the Thomas Cook system. The staff we great and we thought that as it was a mistake by the Thomas Cook system, Thomas Cook might honour the original price we were quoted.
We received a call from the agent this afternoon, informing us that the original price would not be honoured but we could have the holiday for 'just' another £750 on top of the original price.
I have to say that we are obviously disappointed and would be interested to get some comments from you as to why the original quote we received would not be honoured.
I used thomas cook last year and had no problems with them, so I was about to book our next holiday for 6 adults but after reading how they treated the lady who wanted a refund on the honeymoon she had booked with her fiancé who died in a car crash, I would not give them a penny of my hard earned cash and will advise everyone I know to do the same, I think she should go to the papers and have this story broadcasted to everyone, I would NEVER use thomas cook unless they make good
Regarding the reviews already left, how could any complaints department make a decision not to refund a deposit paid for a honeymoon, when one of the couple has tragically died in a car accident?! Using a blanket policy approach without even considering the personal circumstances of this family, surely cannot be the right thing to do in anyone's minds! Thomas Cook Cares?.......really? I think that slogan is highly questionable!!
Following on from the reviews already posted... I am also appalled at the way Thomas Cook, a massively profitable organisation are dealing with this. Who in their right mind would not show compassion for what this family are going through? Surely this case should be dealt with on its own merits. Smaller companies, probably struggling at the moment did not hesitate to refund. I only hope that someone who has an ounce of decency, and works for this company will treat this situation with the compassion it deserves. Should that not be the case I will never use this company again!!!!!!
As Kerry Shelton's review states - it is completely unacceptable that a large and successful company such as Thomas Cook would refuse to refund a deposit for a honeymoon to a lady whose fiancé has been tragically killed in a car crash. They obviously will not be going on said honeymoon, and the lack of compassion illustrates what an appalling lack of care and compassion they have for their customers. Will avoid in future and urge everyone else to do the same.
Having found out that a colleague of mine has been refused her deposit for her honeymoon after her Fiancé has died in a car accident I would never ever consider using this company and will be advising everybody I know not to use them either. Absolutely disgusted in Thomas Cook.
Following on from the two comments below. The lady in question who lost her partner is also my friend. I am sickened to the stomach that there is no compassion from this company in such a tragic delicate situation. The least they could of done is offer a voucher to put towards another holiday for her and the children when she feels ready. But NO! They will re sell the seats and not think twice about my friend or her children. I will never use this company again and will tell everyone I know to avoid them at all cost. 😖
As the review below: I do not know this poor family who tragically lost a fiance and a father in a devastating car crash a few weeks ago, but I do know the person who is trying to help. Thomas Cook are very reluctant to offer the family a refund on the deposit following this tragedy. There will be no honeymoon NOW, can they not see that. THOMAS COOK need to open their eyes and ears and listen to what is being said here. If this is not refunded I, and many others will NOT be using your company in the future. I am disgusted with the reply from them.
Thank you Thomas Cook for offering my friend a voucher for all monies paid towards her honeymoon as a gesture of compassion after her fiancé died suddenly. It is very much appreciated at this tragic time. Thanks once again! Please share this update.
The flight from cancun was delayed 7 hours to gatwick. We were about to board the flight with departure 11.00(23.00) we were told at the check in that Thomas cook Will make sure that we get a new connection flight to Denmark at their Cost! We were told this by Bosca Eduardo at the Thomas cook check in, in cancun airport. But by random after 5 hours, we figured out this was not correct even though we asken him 3 times.! Now a very rude Thomas cook staff told us that they cant help us and we have to figure it out our selves! The problem was all flights from London to Copenhagen were sold out. Therefore we were stranded in London Gatwick airport. Our insurance company luckely were able to get us a ticket in the evening! But the service from Thomas Cook was outstanding BAD and i also thinks it must be against all laws and rules!
I have been trying to book a holiday with Thomas Cook for the past few days,the holiday I want shows available even days .it never was available,they don`t update their site ( I confirmed this with a Thomas Cook agent )so I have wasted my time researching a hotel,area and attractions for something that I could never have booked. My second experience with Thomas Cook and my second bad one.However,both times the people I spoke to were polite and professional,so not a complaint about staff.
Thomas Cook Airline, the hotel at which we stayed and the general administrative arrangements were fine. The behaviour and competence of Thomas Cook Reps at Fuerteventura airport was so appalling that we will certainly never travel with them again. On arrival we were put into a coach and left for an hour without any explanation or offer of water or enquiries as to whether anyone needed toilets....just a total lack of interest and care and professionalism. On the return journey things were worse. I am 80, my wife is 84. A few days before our return she had had an accident and was totally unable to walk. Our Hotel Rep, who was ok, said that a wheelchair would be waiting at the airport to take my wife into the departure area. Not only was there no wheelchair, there was no rep to be seen. I finally tracked one down and her response was astonishing: no, wheelchairs never left the terminal, no there was no way my wife could get into the system unless she could walk into the terminal, she (Rep) would see what she could do but we should be prepared for a wait of up to 45 minutes (in the sun, wind and on a bare pavement). Then she disappeared, never to be seen again. I managed to drag a chair from a nearby cafe and we waited for about 20 minutes before I got fed up, got hold of a luggage trolley and loaded our baggage and my by now distressed wife on to it and proceeded into the terminal. The Thomas Cook Rep in there was astonished: "You should not use trolleys that way" was her only response. Once the Spanish Wheelchair people took over , the service was perfect: smooth, cheerful, professional, efficient, caring. Much the same applies to Gatwick. The Thomas Cook Reps were, to a person, uncaring, unsympathetic, unempathetic, totally lacking in the slightest shred of initiative, more interested in conversations between themselves than anything else, patronising, unprofessional and immature. Use their other services but don't rely on Thomas Cook reps at Fuerteventura airport.