We went on the thomas cook website, got a decent price with a good discount. When the bill arrive the discount is taken back due to under occupancy fees. A few weeks before we set off our son and his partner and baby decided they could come. We found them a flight with a sky cot. I thought I should tell Thomas Cook we were going to be a bigger party. They informed me it would cost £199 each for the two adults for the accommodation? When the invoice arrived £34 was also added to the cost, for administration fees. Also in this conversation we were told we had to pay car insurance even though the car hire was flagged as free. So another approximately £250.
We wanted written notification of this change in case we were asked in Florida, I rang two or three times and also contacted the online helpline, that week I spent about an hour and a half and don't know how much money to eventually get extra notification
We got to Orlando and had to upgrade the vehicle to fit us all in, ANOTHER £400.
We wanted a cot for the baby, and found that it was going to cost half Thomas Cooks fee if we bought a new cot At Walmart and we gave it to goodwill on the way home.
Finally the pool at the villa was not usable for three days due to chemicals being put in on the Saturday, the villa was still only the three bed we originally booked and was pretty basic, with a ten page inventory of which half the stuff was not in the place. We could not open the doors out to the pool and rang the number in the villa info and were told, Oh Yes, the lock is broken so we just put a length of white plastic tube in the bottom runner, that seems to work, We also found roaches in two rooms.
But the icing on the cake was when We got a phone call in the middle of the week saying that they were going to be bringing someone around the house as it up for sale. We ended up ringing the Thomas Cook agent who stopped them coming.
When we got home and I wanted to complain to someone I could not find any way to get in tough with Thomas Cook.
IN FUTURE I WILL BOOK MY OWN HOLIDAY IT CANT BE ANY WORSE THAN THIS TRIP AND WILL BE MUCH CHEAPER
WE slept soundly that first night, unaware that our room at the Marelen Hotel, in Kalamaki on Zante was being burgled.
Waking up was bad enough, sick at the thought of what might have happened, especially with our six-year-old daughter in the room !
The sneak thieve(s) had entered via the first floor balcony window, hooking my jeans and dragging them outside, where they tore the wallet away from the chain attached to my belt.
We called hotel management and the Thomas Cook rep who gazed at the muddy footprints and handmarks on the pristine white walls leading up to the first floor balcony and commented: 'That could be any marks really.'
We asked for the police. 'Waste of time,' said the Thomas Cook rep, 'they don't speak English.'
As we spent the Euros we had on the hotel's WiFi to report the lost of credit and debit cards, the never-helpful hotel manager suggested to my wife - 'Maybe you just lost your wallet. We've never had a burglary before. Could you have been drinking maybe and lost it ?'
Asked again what action the hotel would be taking, the Thomas Cook rep said: 'We've logged it. But that's all we can do - but if there's anything we can do to help.'
Well the offer of breakfast or even a coffee would have been nice, as Mum, Dad and six-year-old were at this stage pretty shattered, stressed and broke !
Eventually the hotel gave us a few free Euros of WiFi time to allow us to contact banks and helplines. So thanks for that token, Thomas !
We spent the rest of the morning searching the grounds (without any help) hoping to find that the thieve(s) had dumped the wallet, minus cash obviously, but no luck.
That was just the first day over.
Over the next few days did the hotel management or even the Thomas Cook rep come near us ? Offer to change our rooms maybe ?
Nope, just an endless pile of fliers under the door inviting us to pirate parties (sic) bingo nights and kids' parties for the rest of our stay.
No thanks Thomas, we hired a car and did our own thing - sadly we still had to sleep there and that was bad enough.
**** Don't use this bunch of cowboys ****
I would seriously consider using this bunch of cowboys, they are quick enough to talk you money, but it is a different story when coming to delivery their services. I have booked a holiday with Thomas Cook, with choose your seats, so I could guarantee that I could sit with my wife on the flights (scheduled carrier was Thomas Cook), now they have changed flights and carrier to Easy Jet (which I don't have any problem about, as this is covered in their terms and conditions, and it is just something you have to put up with!!!!), but now they can't offer choose your seats, so they are not delivering the services I have booked! when I phoned them they said this was just a minor change, so I would have to put up with, I feel this is totally unacceptable and I would urge everyone to reconsider booking with Thomas Cook, this is probably why they are in money trouble in the first place, they don't care about their customers.
A few weeks ago I posted our story of how we turned up at Gatwick Airport only to be told our plane had taken off 2 hours earlier. We were advised that the flight times had been changed and our E Ticket from Thomas Cook had been amended.
Thomas Cook were not prepared to accept we had not received the amended ticket and left 4 pensioners stranded at the airport.
We had to raid our holiday fund to purchase 4 tickets at £1600 and finally arrived in Madeira at 2.00 the following morning.
I immediately lodged an official complaint and what was already a devastating experience became hideous!
Thomas Cook's customer service department (what a contradiction in terms) insisted they had emailed the new tickets and on 3 occasions promised to send the email to which the ticket was attached - you've guessed it, it never arrived. I then discovered that they had changed the ticket details on a further 2 occasions and these also hadn't been received. All the time Thomas Cook were insisting we were responsible for emails we never received or even knew existed. They then blamed Monarch Airlines and told me to contact them - NO WAY!
ABTA couldn't help because my complaint was a legal claim for breach of contract and negligence so I reverted to an independent mediation service who Cook's also gave the run around to.
I checked the recent history of Thomas Cook and discovered a Harriet Green had been appointed as a troubleshooting CEO to try and turn the company round and I wrote directly to her. Harriet Green responded by passing my complaint to a member of her Directors' Office who true to form continued to insist we were at fault but after a few strong requests, agreed to send a copy of their record as proof the emails had been sent. This document was an absolute blessing as it did nothing other than to prove their administration systems are flawed and there was no proof the ETicket had been sent. This was heading to court but at the eleventh hour Cooks finally conceded we hadn't received the correct tickets and have now settled our claim in full.
The moral of this story is:
1) Refer to the Package Holidays and Package Tour Regulations 1992 (with revisions as contained in case law since)
2) Refer to any legal assistance and advice on the internet.
3) Check any insurance policies you have that include legal assistance
4) Don't bother with Thomas Cook Customer Service Team -
......... Email Harriet Green at : firstname.lastname@example.org.......
Try to book a 'deal' online and watch the price rise by the time you get to the payment page. Then waste your life having to call their Premium rate number to be told we couldn't get the same price; as that price was for online bookings only. Even after explaining to the minimum wage drone that it couldn't be booked online you get 'stiffed' into paying the higher price! Then a lousy holiday anyway for all the usual reasons. I thought I'd vent my anger and frustration articulately on their online Forum only to have it removed by 'Paul' with some made up excuse. So basically don't waste your time complaining or trying to reason with TC as you'll hit a wall and what you going to do about it anyway!?
We recently took a holiday with Thomas Cook to the Barcelo Corralejo Bay Hotel in Corralejo, Fuerteventura. This is the first time we have travelled with Thomas Cook for a number of years as a result of two bad experiences – one to Las Vegas and the other to Cyprus. As a result of those two trips, and their differentiation in products, we have travelled for a number of years now with Thomson Holidays on the Gold and Couples ranges. These have proved to be of excellent value and quality. However, we found the Thomas Cook 'Adult Style' brochure and liked the look of the hotels. So we had a week from 4 September, flying on TCX2142 from Manchester. Unfortunately, as a result of our experience we will not be using Thomas Cook again. I set out below the problems.
As part of the booking I paid for the ability to book our seats. Once I had the booking reference I went onto flythomascook website to book the seats. However it would not let me do it without charging me extra. I therefore had to ring the customer services line to sort it out.
Boarding at Manchester
The boarding arrangements at Manchester Airport were chaotic to say the least. The boarding gate was next to the Emirates A380 and both flights were boarding at the same time with the inevitable crush. When it came to time to board the announcement for boarding by row number was not heard by 95% of the passengers resulting in everyone going to the gate. In fact the announcement was for the back few rows but no-one could hear it. A number of people were therefore refused boarding because it was not their row, but others outside the announced rows were allowed on. None of the announcements could be heard by those waiting for the flight.
I have never been on a more cramped flight (both outbound and inbound). The leg room was impossible. The food on both flights was disgraceful, easily the worst in-flight food I have ever tasted. I am not sure how James Martin would react to having his name used for such poor food. As a diabetic I order diabetic meals for myself for both flights. On the return flight my meal tray was 75% white rice, a little bit of beef and three small green beans. Anyone who knows anything about a diabetic diet knows that white rice is amongst the high GI foods that causes blood sugar to be raised. Diabetics should not eat white rice (or bread) and should stick to wholegrain rice in small quantities. The bread bun was stale and also made of the wrong type of flour. The diabetic meal was totally unsuitable. My wife's meal on the return was totally inedible (and she usually likes airline food).
Transfer to the Hotel
Once on the transfer coach a Thomas Cook rep came on board and said she was not coming with us and we would go just with the driver and another rep would be picked up in Corralejo. She also said that we could read the welcome pack we had been given – except that no-one was given a welcome pack!! So we travelled with a Spanish driver who had little English and who did not communicate with the passengers at all, simply played loud music. When we arrived at the first hotel, still with no Thomas Cook rep, the driver did not even say which hotel it was!!! There was confusion amongst the passengers as to where we were. We then travelled on to the second hotel where a Thomas Cook rep was found waiting. He got on the coach and announced the name of the hotel. We then moved on to the Barcelo Corralejo Bay where the rep, who stayed on the coach, announced the name of the hotel but said nothing about check in procedure, where to go or what to do and did not enter the hotel. This is in total contrast to the quality and level of service we have experienced in recent years with Thomson.
Check in at the Hotel
Check in at the hotel was smooth but no information was given about the hotel at all and we were not informed about the various offers available and the jazz night which our all-inclusive entitled us to go to (and which is included in the brochure). The room was very good, clean and reasonably large with good décor and bathroom. There was no welcome drink at reception at check in, something that has always been available with Thomson.
Hotel Restaurant and Food
On our first evening in the hotel restaurant the maitre d' simple took our room number, gave us a slip of paper and waved us in. No attempt was made to explain what happened and where things were. At Thomson Hotels we have always been taken to a seat and the procedures explained. We sat at a table and no-one came. After about 10 minutes I went to the maitre d' and complained. He then ran around like crazy to get us sorted. The same happened at our first breakfast. It takes nothing to ask the hotel staff to ensure guests know what to do on their first visit.
The food, for a four star hotel, was diabolical. The range of food available was so limited – only 3 or 4 choices (compared to 12 or more at a Thomson Adult hotel), the range of vegetables was the same every day (sprouts, beans, carrots and chips!!!). The meat was always tough – they even managed to cook chicken that was tough and inedible. Steaks were too tough to cut, pork chops the same. The only meat that was tender was goat (which I like and which is the hardest to cook well!!!). The salad bar could hardly be called such with the same limited range of salads every day. The fresh fruit that was available was never ripe – the same kiwi fruit were there all week and were still not ripe at the end. The same was true of peaches and pears. There was a cheese board each night with the same two cheeses each time!!! The food was nowhere near that of a four star hotel and left a lot to be desired compared to that we have experienced with Thomson. Little local food was provided, in the main it was simple meat, with chips and some veg. On one evening there was some kind of quiche which was still frozen!!!
At breakfast food left over from the night before was brought out – what other explanation could there be for having sprouts and carrots and green beans for breakfast? Fried eggs were served with the white still runny.
One of the coffee machines broke down on a number of occasions leaving long queues.
The brochure clearly states that men are not allowed in the restaurant at night with shorts. At least half the men in the restaurant wore shorts and were never challenged.
The entertainment at the hotel left a lot to be desired. On two evenings a duo (male / female) 'entertained'. They were appalling. Some people were laughing as they thought it was a comedy act and others walked out. An Elvis impersonator looked and sounded nothing like Elvis. A jazz evening consisted of a CD with some music that could, I suppose, be loosely called jazz. A Riverdance type group performed one evening and an African acrobatic group another. Where was the local entertainment?
We were very surprised to find that the all-inclusive began at 2:00pm on the day of arrival (we arrived at 8:00pm) and ended at 12:00 noon on the day of departure (we left at 4:00pm). This is the first time that we have experienced this. With the Thomson holidays they have all been all-inclusive from the moment you arrive to the moment you leave. I do not call this all-inclusive. Arriving at 8:00pm meant we lost 6 hours on our first day.
The Thomas Cook rep was almost invisible. She never made any attempt to talk to guests. With Thomson the reps would walk round the hotel and talk to guests and get to know them. They were approachable, not the rep at this hotel though. And whenever we did go to talk to her she insisted on calling us 'guys', as did the rep on the return coach. There is nothing worse than being called 'guys'. It may be OK for younger people but not for the kind of people who stay in an adult hotel and who are in their 40's upwards.
The welcome meeting did not have any refreshment available (the first time I have seen that), the rep again used 'guys' and introduced a number of people who tried to sell their activities / trips etc.
I am afraid that the experience of Thomas Cook, and this hotel have left us extremely disappointed and annoyed that we paid so much money for what was an inferior service. We paid roughly the same amount of money for this holiday as we paid for the previous trips with Thomson and found that Thomas Cook, in their level of service, flights, quality of hotel and food, reps etc etc., fall a long way short of being even adequate. It is maybe summed up in the comment by the Thomas Cook rep who was on the return transfer coach who. When talking about the questionnaires said that they were needed to gather information about what customers thought so that (in his words) 'we can catch up with the competition'. I think that says it all.
I'd like to tell you a little story
About a place called Thomas Cook;
How they ruined our trip to Cuba
And couldn't give a...
It began in early August
When I made a big mistake
I rang their UK call centre
Didn't know how long it'd take.
Over half an hour later
The phone number premium rate
We were no further forward
I couldn't stand the wait.
Instead, we went to the travel agent
And watched the computer screen
Ancient technology - black like Teletext
With words in blue and green.
The lady tip-tapped at her keyboard
And finally found the perfect trip
£2,713, Havana then Varadero
We left with a happy skip.
We had fun wondering what to pack
Sunscreen, clothes, what should we buy?
We counted down the days at work
We were very excited; that's no lie.
Over one week later, an email arrived
Refurbishment work was underway
And may not be finished in time for
Our 11 night Varadero stay.
"No matter", we said, after consideration
"We'll enjoy it all the same."
Then one evening, after Googling
Some even worse news came.
A Canadian website clearly stated
The main pool would be closed
The thought of which we hated.
I went back to the travel agent
And told them what we'd read
They tried to contact admin
"But it will be fine," they said.
Unconvinced, my boyfriend went
To speak to them again
A woman rang the hotel
To prove he was being a pain.
But alas, they were wrong!
It WOULD be shut - we knew!
Admin was closed 'til Monday
There was nothing they could do.
Then Monday came and admin said
They'd book us in elsewhere
But we weren't happy with this
Of disappointment, we’d had our share.
I said we'd like our money back
Rather than a new hotel
" No," they said. "Terms and Conditions!"
With that, our hearts fell.
Another long call to admin
And finally we found
They couldn't offer another hotel
I wanted to jump around.
They tried to offer a different time
Or a different destination
They wanted to keep our money
This was procrastination!
Absolutely not! I refused;
On a trip to Cuba, our heart was set
We weren't interested in going
On just any old jet.
The farce was finally over
The money would be returned
Punching the numbers to be refunded
Their fingers must have burned!
No compensation; "It's not our fault,
That the hotel has been shady,"
Poor old Tommy would turn his grave
If he'd heard the nonsense from this lady.
So now, with less than two weeks to go
We're not sure if we'll leave the UK
On the plus side, our local gym has a pool
So at least we'll enjoy our stay!
£140 Under occupancy charges....WATCH OUT
I book a room that holds 4 people for 4 people ....that under occupied believe it or not ???? Spent over an hour trying to find out why???? still non the wiser.
Apparently you should have the brochure (and the correct one) to hand before you book and if its over the telephone the operator should read all the Terms and conditions out too you before you proceed.....????
To be honest our recent holiday to Mexico could not have got off to a worse start at Thomas Cook check in at Gatwick. We arrived early to check in and to be honest at check in we felt a bit like criminals. Partly our own fault, but our combined hand luggage (never previously weighed) was 3k overweight between us. Our cases were okay, so we were asked to go away and repack. The upshot was that we ended up ditching stuff and filling our pockets with jewellery and the like to cut down weight of bags. My wife is well under 8 stone, whilst. I am 11 stone. We watched as other passengers each weighing as much as both of us together were going through happily! This is exacerbated by the fact that one can go into duty free and buy as many extra kilos as you like. Does not make sense to me. Anyway the upshot was we ended up 1k over (yes one) so I had to go to another desk and pay a fine. Simples...not so. A family of 6 were checking in at that same single desk, and I sat in the queue for 45minutes as they and the check in lady could not seem to organise the proverbial. So much for planning for our flight, took us over 2 hours to actually finally get through security. Result, rushed breakfast and a rush to get flight. Unnecessary stress at the start of our holiday. Someone somewhere must have the wit and wisdom to overcome the problems caused by arbitrary weight limits which do not take into account passenger weight and the extra load caused by some passengers bulk buying in duty free. Finally I was amazed that Thomas Cook had not prewarned customers about the £50 per head departure tax until arrival. I am sure it is in the small print somewhere, but why is it not included in the holiday price or at least subject to a warning. I saw some families of 4 suddenly have to cut their spending budgets by £200, which of course they had not allowed for. Enough moaning, holiday was great. Do I expect a response...NO.
Both my own family and another family caught the same flight to the same destination, and transfers were with the same company to the same resort, we both had the same duration of days and left for the airport for the same flight back home. However when we got to the airport we had a 6 hour flight delay from when the flight was due to leave (8 hours at the airport in total). Whilst we were there a Rep from Thomas cook ensured that we would be able to receive some form of compensation for this inconvenience once we were back home and gave us a letter explaining reasons for the delay (spelling mistakes throughout letter does not look professional). Once we returned home we called Thomas Cook (remembering we were both on identical flights) and my friends case was dealt with within 1 week and they received £350 pp. Now I phoned on several occasions (the first phone call was stated that I was well within my right for compensation as was the other identical flight family) asking what was happening with my case and I had informed them that my friends case has been dealt with and their response was: They will call us when they have looked at it and to wait... so I waited and waited.... I have just got off the phone to them today after a month later and I have been told that I will not receive compensation as it was an 'exceptional circumstance' which what happened is there was engine problems on their aircraft so was not safe to fly and had to wait for an aircraft to come from the UK. That's just not good enough like all the people I have spoken to in the complaints department of Thomas cook. When asking if I can speak to a manager.... wait for it..... there is not a manager available!!! what a shock!!!! anyway they have said I now have to phone the Civil Aviation Authorities if I want to take this further as the complaints department do not want to deal with my complaint... why are these people getting paid??????
Flew Manchester to Sofia, Bulgaria in January for a ski holiday. Flights were excellent! Great price, generally on time. Was very happy in particular that sale of alcohol was at their discretion and could be limited (much in contrast to my Jet2 experience 4 months later!). I didn't intend to put that in my review, but since I took so long to write this, it is now relevant!
Cabin crew were lovely and quick, food was good, seats were comfy. I have very long legs, and whilst I didn't have extra space, I wasn't too crammed in like with a very many planes. Cabin crew were so on the ball with things - nothing had the chance to go out of sorts (not a bit of bad behaviour, not a bag on a seat) without someone checking it out.
Booked a holiday with Thomas cook a year in advance to Zante for 14 lads on our first holiday together. Everything went so smoothly. My friend recently had a heart operation and wanted to stay at a hotel near the beach because he was unable to use the pool due to chlorine (advice from DR). We booked the hotel right on the beach where they had there own secluded area. This was booked a year in advance costing well over £700 each. Upon arriving at the hotel the management explained that they had no room and would be sending us to another hotel. I explained that if this was a family holiday they would kick up a fuss.... We moved hotel and were given a bottle of wine for our troubles. We made the most of the holiday, however, the barman told us that this was a regular issue and the hotel we were staying in although a higher rating was over £100 cheaper. At the end of the holiday the management asked us to sign an agreement that the wine was accepting compensation regarding the move. We refused to sign...
After a year of sending numerous emails,letters and phone calls we eventually received a letter back. They explained that they had not received any of the letters that i sent (recorded delivery). Finally today, over a year past the holiday and 2 years since booking the company refunded us £50 each. This is a small amount of compensation for such a shambolic experience. Over the phone i was told it was a small amount because it cost the company money to move us. I explained that £700 (compensation money) for a multimillion pound company was penny's.
So after a year of pestering i managed to receive a small amount of compensation for me and my friends. I would have carried on to try and get the full amount owed (difference in price between hotels). However, the business over time tired me out and frankly i couldn't be bothered to try and get more. I will never use Thomas Cook again. The lack of communication and a can't be bothered attitude was clear from the company. Next time try Thompson!
Vi fløj med Thomas Cook i Juni og havde hjemmefra bestilt varer. Blandt andet solcreme, aftersun osv. Varerne bliver leveret i den mest hektiske del af flyrejsen, da alle skal af flyet. Med 80 skrigende børn og et varmt fly hvor gæsterne bliver holdt tilbage fordi kunderne skal have deres varer, kunne dette gøres på et bedre tidspunkt. Da vi kommer til hotellet opdager jeg at min aftersun ikke er i posen. Jeg skriver til Thomas Cook omkring dette med det samme og får at vide at jeg selv har pligt til at tjekke at alt er som det skal være, men hvis jeg sender et billede af posen med indhold og kvittering så vil de sende den sidste del.
Dette gør jeg da jeg kommer hjem men her starter hele møllen og efter 1 måned har jeg stadig ikke fået mine varer og er nu mistænkeliggjort som om jeg prøver at snyde dem. Nu skal der bruges original kvittering selvom jeg blot skulle sende et billede af posen med kvitteringen.
Jeg kan på ingen måde anbefale at flyve med dette selskab. Har aldrig oplevet dårligere kundeservice. Dette er min første anmeldelse og har oprettet mig udelukkende for at andre skal se hvordan de behandler deres kunder. Desværre er det Spies samarbejdspartner så de er nok fuldstændig ligeglade, da de alligevel skal flyve deres gæster.
They make us feel like beggers. we have plead with the tour guides for extra time.They have trained the tour guide to talk in harsh tone. If we want to miss the guided tour, the guides make us feel as we have done something wrong. Remember people choose tour operators for convienent vacations not for gruelling tours. They book hotels very far from the cities and lot of the time is wasted in travelling.
When we arrived at Ibizia airport not a Thomas Cook rep in sight.. other tour operators had cards not ours.. Made our way outside saw the buses for transfers but had not a clue which one to make for. Trundled our cases up the hill still no sign of a rep, asked other passengers thought they were back at the door. Back we went and saw a small group of them hiding in a corner to the left of the door were as to the right would have made them visible.. got bus number got on bus
Coming back no none at bus to direct us to check in followed our noses and got there where a bevy of reps stood with clip boards
The rep at our hotel RioMar was equally unhelpful did not know departure time and any queries had to phoned I know not who on two phones for an answer.
Ref no V107316B
had great hol in feurteventua at costa calma beach resort. hotel and food v g. staff brill especially jesus, who treated us so so well and laid on treats for our anniversary. rep was v g on returning as hubby needed assistance and they had wheel chair for him and took us through to board plane with no probs. thanx to all the thomas cook and hotel staff for a wonderful stress free hol.we travelling to salou with thomas cook in august and look forward to as good a hol
THE TOUR: May 9th to May 23 2013, exclusive europe covering 9 countries.
FIRST , THE GOOD POINTS:
1. 9 countries, 20 cities, 3000 miles, 14 days - great value.
2. Comfortable bus, mostly good food, great hotels.
3. A fantastic tour guide - Mr. Askshay Sharma - well organized and courteous.
4. Skilled driver
NEXT, BAD POINTS AND SUGGESTIONS:
1. 9 countries, 20 cities, 3000 miles,14 days - can be hectic - just be aware!
2. Bathroom is there in the bus, but for emergency only!! It got locked after the first day since they did not get it cleaned!!!! Got to clean and provide bathroom!!!!
3. Need to stop for bathroom more frequently - it could be a health issue!!!
4. More shopping time! Barely enough shopping time!
5. More local food and better quality of local food.
6. Altitude sickness prevention strategies - almost everyone was dizzy, 3 kids threw up and one adult with asthma was quite short of breath. So do post warnings.
7. Show videos of route map, simple communication skills in languages of the local countries visited and perhaps highlights of attractions.
8. First aid box in the bus and how to reach it.
9. Lots of walking - so inform very young, elderly, people with health issues to be well aware of the limitations.
10. inform us on proper clothing and to bring umbrellas etc.
Thomas Cook have cut back on customer service as it seems too very hard to get an online chat service working and I am being held on their phone line for too long with not a free call, but with the hold service stating that they will answer as soon as possible. Twenty minutes min is too long, and I have hung up more than once. I know the company has struggled but if you are still selling holidays at the amount that they are, then have enough people or some to deal with your online customers. I only wanted to amend something, which you cant even get a phone number from their website, I had to be told a number from a rep ( I think, as not 100% sure) from a separate forum site, not great at all, but still no joy. I am sure if you get through to someone, then they will try their hardest but it hasnt happened to me yet and I am off to my nearest Thomas Cook store (45mins) away to see if they can help with my Thomas Cook online booking? I am more than happy to cancel it if nothing is resolved there. Good Luck anyone else.
Just returned from a holiday to Cuba which was fantastic. Unfortunately the whole experience was let down at the last hurdle, the flight home.
Having paid good money to pre book seats to ease my travel problems I thought there could not possibly be a problem. Checking it a Cuba soon changed my mind and opinion. Needing assistance I was taken in to the terminal in a wheelchair only to be told I did not have pre-booked seats, they were not on the system. Having been left for almost an hour at the check in desk I was told my seats had been allocated to other passengers and that I could have an middle and aisle seat. I have a problem with my back and left leg, I need to have my left let extended which is the reason for booking seat 37H & 37J, two seats together with a third seat to my front left so I could stretch my leg without fear of being wacked by a trolley or the constant stream of passengers to the toilet. I was told I would be alright with the aisle seat, when I mentioned the trolley and passengers the Thomas cook rep could net get in to his head what I meant.
Anyway when I boarded the aircraft I explained my problem to the crew who said they would try and help. Firstly they did not know the flight was fully booked, I knew this months before flying out. A couple agreed to swap seats with us having been offered free drinks but they were not the seats ordered and only slightly helped with my problems. The crew were great but could only do so much.
In conclusion, I having paid well in advanced for my pre-booked seats spent the worst nine hour flight of my life in agony unable to relax throughout the entire journey.
Having contacted Thomas cook twice via telephone and once by email, having been promised my request for my pre-booked seat cost’s to be refunded I am still waiting over two weeks later and judging by the queues on the telephone to Thomas cook complaints I am not the only one.
Another company eager for you to part with your money only for them to not give you the service for which you have paid and keep you waiting for your money back. For a top company this is a poor performance.
We stayed in Turkey last year with Thomas Cook, never again will we travel with them, service, product and aftercare is shockingly bad, there are some good people working for them, but on the whole they are extremely poor. The holiday was shocking, and there was no effort to resolve in resort ( all our hotels are the same the rep said ! What a recommendation!), and no attempt to resolve it on return despite several reasonable attempts by ourselves, and others at the same hotel - the parkim ayaz in gumbet if your interested ! The sooner Thomas Cook go out of business the better for the travel industry as a whole I think ! Very, very, very poor, I cannot recommend enough that you do not book with them under any circumstances. Stay clear, spend your hard earned cash with a better company for better service and care. DON'T JUST BOOK IT ! DON'T EVEN CONSIDER IT !
On a dream christmas holiday to Miami in Dec 2012, we had paid a significant supplement for a balcony room with a sea view. On arrival at our hotel, what we got was a a room overlooking the carpark, without a balcony, not exactly our Miami dream!
After the first night hotel found us a balcony room, but it meant that 2 adults had to squash into a double room with our 2 strapping lads. Again this was not the larger Queen room we had paid for. Once we were back home, Thomas Cooke have refused to refund the supplement or any kind of conpensation. Their customer care service is appalling, and took 2 months to even acknowladge our complaint, let alone deal with it. It is still unresolved as we have heard nothing further from customer service department, the only communication has been from the Travel consultant, who although has been polite, she does not deal with complaints, nor has the authority to resolve this for us. I would never use Thomas Cooke again, they take your money but you dont get what you paid for. They do not pay attention to detail and their customer care is non- existant.
I would like to just take some time to send you an extremely complimenting review regarding an employee of thomas cook; Louise page. Today I booked a flight to San Francisco through netflights (thomas cook) which i booked online and i had never chosen netflights before today and have to say I am overjoyed by the amount of customer service I was given by herself. Louise Page truly went the "extra mile" with her customer service and I am very pleased to say I will be using netflights again to fly and will be asking to speak to Louise personally. Again as I said, incredible customer service and I was absolutely blown away. Please thank her personally for her impeccable service.
Would definitely use this company again.
Thomas Cook - well done - nice little short break in Tenerife in Punta Brava in March.
Hotel was as expected and our rooms were well located, overlooking the pool with a nice view (We didnt have a big budget but it did everything it said on the tin). Staff were friendly and the holiday was enjoyble.
Would use again .
Having recently had to endure a night mare flight of 6hrs from Eygpt with Thomas Cook Airlines, ie allocated seats on row 40 of the aircraft on an aircraft that was so old there was no in flight entainment sound or tv, one seat on row 38 was broken and not in use, the cabin staff were working in such small and narrow aisles that passengers could not get to the toilets when the trolleys were in use. At one point on the flight we experienced voilent jet stream turbulence which was quite dramatic, there was no explanation from the Pilot or cock pit staff to explain or to apolize for this, one of the stewards said the communicatoin system was not working, so this gives you great comfort, As any who has been seated on row 40 on these old aircraft will know trying to eat your meal is not a pleasant experience. So I thought I would contact rhe new Excutive Director of Thomas Cook holidays, who in the in flight magazine writes to wish all their customers a very pleasant time on your holiday etc and also writes to say there are better times ahead for Thomas Cook. After our flight I invited Ms Green to travel with myself on the same plane and sit in row 40 for 6hrs. Guess what no reply from Ms Green, but a reply from her assistant in the directors office, with an apology for having a bad flight. I can say this is all I expected from this company. This is why the company have problems when they have so many dis satisfied customes. Fred Mantle
I have been traveling with cooks for many years but this next trip will be my last . We have been bumped to an airline that has problems with old stock in reports from last year the seat arm were held together with tape and very badly worn which gives an indication of the servicing and general state of the air line ,this of course may or may not be the case .But when you pay extra for a big name carrier you expect to get what you pay for . When I complained I was told to read the small print on the booking form .And there was nothing I could do about it . I must say I am not happy with flying with an ex eastern block air line And think the treatment I have received when complaining makes me think they have known about these changes for more then they say its not a sudden thing but planed
My partner & myself feel totally let down with our holiday that we treated ourselves to over Christmas & New Year which cost us over £3000. When we checked our luggage in (evening before) one of our Cuban visas had a crossing out on it as I had made a mistake when completing, we were advised to get a new one in the morning. When we arrived at Services for a replacement, we were told it would cost £20 for a new one, this charge was not mentioned the previous evening or in any information sent through by Thomas Cook. We paid extra for 'Choose your Seats' & asked if we could go into Premium on the outbound flight only to be told that it was not possible to allocate as it was something that your computer systems did at random, surely you should be more fair & do a first come first served basis for this. The in-flight entertainment on the seat I had chosen & paid extra for was faulty, therefore, the nine hour flight seemed even longer as I wasn't able to use the headset (which I also purchased on the flight) as the connection did not exist in the arm rest. We also paid extra for in-flight meals, but it was not checked who had or hadn't paid extra for these as on the outbound flight, everyone on board got a meal regardless, the lady sitting next to me didn't pay but still got one, maybe I could have saved myself a bit of money.
Our room at the resort was terrible. It was very damp & musty with the bedding damp most nights when we went to bed, my partner & I returned home with bronchitis, resulting with my partner spending 6 hours in hospital with breathing problems, he also got taken to hospital by ambulance it was that severe. The bath in our room was surrounded with mildew & the toilet leaked from the pipes at the back resulting in the bathroom floor being constantly wet.
We have used Thomas Cook (a couple of times another company within the Airtours group) for all our holidays over the past 12 years & can't even begin to imagine how much money we have paid to your company over this period, the saying 'You get what you pay for' should apply, £3000+ for a holiday is not a small amount. We are seriously considering using alternative holiday companies in the future even if it does cost us more money for our holidays, as we feel totally let down by Thomas Cook this time & would not wish to risk having another holiday like the one we have had. Sent an email to Thomas Cook 10/1/13 & to date have still not had closure on it despite having to send further emails chasing a response from them
We travelled to The Gambia on the 21sr jan and stayed at holiday beach club. The owners wife was very rude to my partner after we had complained about another guest. She stated your just a poor African and your opinion doesnt count!! he is a British man but this does not matter!! We sent a complaint and have heard nothing back! It's 2013!
I will never again book a holiday with these bafoons. I trusted these people with my wedding , aswell as my holiday/honeymoon. I felt i had no help with the organisaion of my paperwork for the wedding prior to our holiday. When we arrived at our hotel, we were given the smallest, grottiest rooms you could imagine, with 2 single beds pushed together, not what i imagined for my wedding/ honeymoon. Next day, at our welcome meeting, i asked the rep about our wedding, wanting to know more about it, as i had had no information from Thomas cook, about where or how i was getting married, just my imagination from the photos in our brochure. And i was told that she knew nothing of a wedding booked by us. My heart sunk, panick set in.
We had nothing but a nightmare from there. Family issues meant that we had to fly home immediatley two days in to our holiday, we had to get flights home with Thomson.
We managed to get back into resort, two days later, my parents were still in resort, and they had managed to sort the wedding planning out with the rep, while we were at my sister in laws hospital bed side.
Back in resort, our rooms had been gutted, no toiletries were left in our rooms, like had been promised, everything was gone. We had to go out and buy more things. Just glad i didn't leave my wedding dress there, dread to think where it would have ended up.
Two days later, my husband to be, run me a bath, a way to unwind after a terrible start to our holiday, i pulled the plug after a long stress free soak, and i started to hear funny noises, like water pumping, i looked over at the toilet, where the noise appeared to be coming from, to see that the drain at the side of the toilet was pumping out with water, and not clean water, it was a yellow colour and had faeces in it. My partner came running in, after hearing my screams, he grabbed me and put me on the bed. i was just worried about my wedding dress hanging in the cupboard. He went downstairs to reception to tell someone and the hotel just sent a maid up to mop up the dirty water, the corridors were covered in this dirty water as well, the flood was quiet substantial, the corridors were about a centimetre under water, it was going from our bathroom under the front door into the corridors. We weren't offered a new room.
The next day we spoke with our rep about the wedding plans. She told us that we couldnt get married where we wanted to,(at our hotel, on a wooden jetty) and that we was to get married at a hotel a couple of doors down. I know she did her best to organise a wedding in such short notice, however i wouldn't have booked this particular hotel if i hadn't have wanted to get married there.
Our wedding day came, we were to get married at 5pm, at 3pm had a text from the rep, her computer was down and we couldn't get the music that i wanted for me to walk down the isle. We had to use my partners phone, and use the only love song he had on there. Our wedding day was nice, but not in my eyes what id payed for, my partners family had had to go home two days in, but never got to come back over, so there was just me, my now husband, my mum and my dad.
The nightmare didn't end at home. When i got back home i wrote Thomas Cook a letter of complaint, because of the ordeal we had been through, only 3 months later i receive a reply saying that its my word against the reps. That there is nothing they can do. That i should be happy because i got married. The letter contained lies, saying that i apparently received a wedding pack at the airport on arrival, which i didn't, i didnt even receive a welcome pack, the only reason i knew what time the welcome meeting was, was because my partners mum and dad was on the same flight as us, and they had had there welcome pack. im just so angry and don't feel like ive been treated fairly. I'm far from a bridezilla, i just cant believe someone can be so uncaring about someones wedding day and holiday.
I even phoned the executive directer, whose name appeared on the bottom of these replies, Mr. Phillip Pidgeon, for him to laugh at me on the end of the phone.
Its been nearly 10 months since i got married in Zante, Greece at the Alexandra Beach Hotel, Tsilivi, and i still haven't received my wedding certificate, Mr Pidgeon told me that it could take up to 12 months to come, the rep on holiday told me four weeks. Bit of a difference ay?
I will never again go on holiday with Thomas Cook and i suggest that you steer clear of them aswell, unless you want a holiday filled with disaster. And no resolve after 10 months of complaining.
Tracey Lewis found this review useful
Its me again and I am giving you the same reveiw that I have given Cosmos as the holiday was booked through Co-oP travel which you have taken over and since whose level of service has deteriorated since that take over.
I recently had to cancel a holiday that was booked with Cosmos through Co-oP travel because of a very serious illness. This holiday was cancelled at very short notice and as a consequence I lost all monies paid, and that included all supplements and taxes.
Because I was going to be away for 3 weeks I sent my books etc by post to the hotel. as that was cheaper than paying for excess baggage weight. This parcel was received by the hotel, and I emailed them asking them to send it back to me. They replied that it would cost me 15 euros for them to do so. I replied that in view that they had received payment for my cancelled 3 week stay the least they could do was to send it back at their expense. This they have refused to do, but did offer to hold onto it until I next booked at the hotel, In that email they also stated that COSMOS could not help in getting the parcel back to me.
WHY HAS THE HOLIDAY INDUSTRY BECOME SO VERY VERY GREEDY??????
THIS HOLIDAY COST ME NEARLY £750-00 AND AMONGST THOSE LISTED BELOW NOT ONE COULD DO THE DECENT THING AND ARRANGE FOR THE RETURN OF THIS PARCEL FOR A MISERLY 15 EUROS.
I am fortunately insured and will I hope get my money back. but for a miserly 15 euros I would have expected for the sake of customer relations some one along the line to have done some thing about getting my parcel back to me.
THE 4 COMPANIES INVOLED ARE Co-oP TRAVEL
HOTEL ALCAZAR Monte Gordo Portugal
I DID NOT CHOOSE TO BE TAKEN ILL AT SHORT NOTICE, HAD I DONE SO MY CHOICE OF ILLNESS WOULD NOT HAVE BEEN LIFE THREATENING. H W Atkins
IF ANY PERSON FROM COSMOS DOES READ THIS THEN I HOPE THEY ACT UPON IT. THEY ALREADY HAVE ALL MY DETAILS ON THE INVOICE FOR NEARLY £750-00 SENT TO ME.
UNFORTUNATELY I HAVE HAD TO LEAVE A 1 STAR RATING.
EVEN THAT IS FAR TOO HIGH FOR THIS LEVEL OF GREED
We booked a holiday with Thomas Cook online, got to the payment and paid, then the site crashed!!! We phoned and was told we could get a better deal by phone and the woman would call back the following day. She did call back but no deal was offered. We had no confirmation of the booking in spite of the money immediately coming out of our account. Two phone calls later (we were given different numbers to call every time and was on the phone over 2 hours) we decided to visit a Thomas Cook shop to see if they could sort it out. No they couldn't but they gave us a number to call. We were back to square one, being passed around all over the place. Eventually it emerged that yes, our money HAS been taken but there was no record of our booking!!!!!!!!! We are now waiting for a call or email confirmation of the holiday. I doubt if we will get it as the team don't seem to be bothered at all. I am disgusted with the attitude and really just want my money back so we can book with a company that know what they are doing. Avoid at all costs is my advice
Tracey Lewis found this review useful
I've asked if it is possible to arrange a holiday with the flight from the other country and come back to London. Lady from Wood Green branch said that it is impossible. She told me to find flight tickets myself, she could only arrange hotel for me... While the other travel agency arranged it with no problems! When I asked the lady which hotel would she recommend, she just showed me the list of hotels for my price... I can do it at home !! The lady wasn't rude, but it wasn't helpful at all...
We were mis sold an excursion last year in Cyprus, we specifically asked the rep how long we're you on the coach for between stops, we were told no more than 30 mins, one was two hours. We wouldn't have booked it having a teenager with us as we have fallen victim to this once before and vowed never again. Even the "wine tasting" was an eighth of a glass.. Really poor.
Three appeals to the customer service has resulted in what I term as rude and abrupt replies declining any type of refund or apology, they even suggested that a traffic hold up may have contributed to the long journey, complete rubbish.
There is no way they can say that we weren't mis sold but it was not as described and there last reply was that's the end of communication get legal advice If you want. Very rude I will never use Thomas Cook again so working on approx £4000 per holiday for the next say 20 years that's £80,000 they will miss out on all for a refund of half the trip that's I would have accepted.. Well done Thomas Cook all for an apology and €50. Well done.
The initial booking was easy. The staff were helpful and the details were emailed almost immediately. So I was hopeful it would be a great holiday.
We arrived at the airport with the standard cabin bags (too big for Thomas Cook). The bags weighed 6.5kgs and 6kgs much less than the usual 10kgs (too heavy for Thomas Cook) and we were charged an extra £60 and our bags were put in the hold. Nowhere on our check in information was the case weight and size stated.
The flight attendants were polite and friendly, but everything on the fligt(except the toilets) costs. No arrival forms were given out on the plane so there was a scrabble at passport control to get forms etc.
The A2B transfer service was good and the driver was friendly and created a holiday feel to the trip.....
Once we arrived at our resort...no rep to greet us - unlike the TV ad - in fact there was NO English information available and we had to demand that a rep came to meet with us the next day..... If you want to feel your holiday experience is important to you travel company ......find a different company!
Thomson holidays all the way!!!!
Do not bother with these muppets! Once your bank account has been plundered they couldn't give a toss. 3 months to receive a reply which just showed they couldn't care less. I would rather go for a wet weekend in margate than ever give these another penny.
My husband & i used Thomas Cook for the first & last time for our late summer break to Cyprus in September/October. We booked the Marlita Beach which is 4*, with fabulous photos on their website i wasn't too concerned as i thought all Holiday companys * system was the same... How wrong was i!
Firstly we were delayed for 2hrs, the Plane was so old it still had ash trays, the foam was one huge hump in the middle of the seat & the Emergency exit was blocked by all the binbag rubbish accumulated on the flight, & we'd paid for an upgrade.
On our hotel arrival were sent to an appartment that wasn't fit for raising fleas in, it was filthy, with dirty used tissues between the sheets, thick mould from floor to ceiling in the bathroom & the aroma of urine burnt the back of your nose from the corridor, holes in walls, coving hanging off, you get the idea, it wasn't the Lowry. We immediately rang the emergency help line to be fobbed off & told to see the rep when he arrived on duty at 9am, Refusing to stay i waited for the manager to come on duty & went straight to him, The manager instantly gave us the choice of 2 other rooms, the first was A block & refused without even going inside, it smelt just like C block. The second was F block & just like the rooms advertised, lovely fresh, modern & away from the main hotel with its own carpark so we didn't have to venture near the hovel. surprisingly we saw somebody happily staying in our original room (how they must live at home makes me shudder)
Our return journey was delayed for 7hrs & the only saving grace was they sent a Thomson plane. If Thomas cook offered my a round the world holiday for free i wouldn't accept, they should be ashamed of the standard of holiday they offer & the incompetence of all the staff, its no wonder their on the verge of going under
Travelled last summer to Turkey with my husband and had a wonderful time there. The hotel was great, beach was amazing and everybody was really nice! Booked online (thomascook.com), was super easy and fast and could take all the time I needed to check out the different offers. Much better than with a travel agent that bugs you every minute. Call center was also very helpful when I had a couple of more questions and could resolve everything in short time. Definitely recommended, especially if you work hard and want to get the maximum for your money without spending hours on choosing the right options.
I travelled last summer with Thomas Cook to one of the wonderful greek islands (Santorini). Hotel was amazing, food lovely, weather perfect (a bit chilly in the morning which was ideal for breakfast and likewise in the evening for dinner), people and staff were always on call and overall the experience could have not been better.
Hotel when comparing price/quality was actually quite cheap: A private vila with swimming pool, privacy, white walls, nice terrace, bottle of champagne ... you get the idea.
I am planning to book again onto the same hotel with the same company as it does not get any better.
Katja Machemer-Noonan found this review useful
We spent 2 weeks in turkey pashas princess this oct when we complained about anything julie the rep went on the defensive of the hotel and staff . Well do we not pay there wages and are they not there to sort out our complaints not stick by the hotel no matter what, she made us put complaint in writing about food when all we wanted was for her to sort it, we did as she asked and after tat she cut us dead for the rest of te holiday and didn't even say goodbye when we left, absolutely disgusting she should be fired as she is there to protect the holiday maker not sun herself . The hotel itself has been taken over and food was cold every day the rep had a word with them and that eve only it was warm. My husband was ill due to greasy food being placed back in fat to warm it up, I got through 3 boxes of Imodium .
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