We spent over £4000 for me, my partner, my 2 year old daughter and my 8 month old son to go to Florida for 1 week last July. We thought the price was expensive but was willing to pay it for a special holiday that we'd saved a long time for. On the flight on the way out their we were told there was no request put in for meals for our children or my partners mother who is coeliac. Me and my partner shared our meals with them so we were all very hungry on a 9 hour flight! We were told the accommodation was 4 star but was far from it. When we arrived the hotel had no record of our booking so spent the first few hours, in intense heat, in reception trying to get in touch with Thomas Cook and get a room sorted. The hotel were fantastic at sorting us out a room and helping us with the problem but the room we were eventually given was tiny, the cot was ancient and our daughter was expected to sleep in the sitting area on the pull out bed. It was NOT a room worth £4000! So for the whole week our daughter stayed in our bed with us so none of us got a good night sleep all week (well except my daughter!). We managed to enjoy the holiday regardless but complained when we returned. It took months to get a reply and when we did it was a letter just to say they would investigate. When we chased again we got another letter basically saying we should've complained to the hotel at the time about the room, the reservation not being passed on was down to a third part company that they booked the holiday through themselves and the flight meals were down to the airline. We didn't get any compensation or even an apology, which is all we wanted to restore our faith in Thomas Cook. We said we would never use them again, but I called them to get some prices for a last minute family holiday this year and was basically told to do the work myself and look in brochures because until I had an idea of a hotel I wanted they would only give me a rough price! Disgusting service. I will not use them again, and will stick to it this time!
Tracey Ball Gore found this review useful
Booked a hotel in Italy through them this summer as they seemed to have really good rates. Big mistake - their communication is dreadful and they completely failed to understand the concept of "children sharing same room as adults". Another woeful example of bad outsourcing.
We booked a villa in Orlando Florida with Thomas Cook but when our confirmation came through there were no directions to the villa rental company Thomas Cook use in Florida.
We were told that they don't give out directions because the roads are continually changing. Not good enough!
Consequently, when we arrived we spent three hours driving around Kissimmee, in the dark, with two young children in tow.
We finally managed to contact the villa rental company and were able to find our villa,(despite being hung up on and then put on answer machine!).
I sent three emails to Thomas Cook Customer Services and received no joy whatsoever. Their rep tried to blame us by saying that they advise all customers to contact their offices 72 hours before travelling to obtain villa details but our confirm said 24 hours or 7 days prior (what confusion?). They absolutely refused to offer any compensation, for our extreme discomfort, at all.
I would advise all customers to check your confirmation very carefully before travelling to Orlando and iron ourt any discrepancies before you go or simply, avoid Thomas Cook altogether!!!
Have booked several holidays through Thomascook.com and would recommend them. Site is easy to navigate round, holidays have been superb with an option to review upon return. Payment pages very secure, would use again and recommend to a friend :0)
Me and my partner recently went on a skiing holiday with Neilson (the ski package company of Thomas Cook). Although the actual holiday was fine the flights were absolutely terrible. The outbound flight was delayed by 3 hours and the return flight was delayed by 13 HOURS. During this time in spent in the airport the 250 passengers were given a single bottle of water and what can only be described as uneatable mush. We therefore spent an additional £55 of our own money on meals in the airport.
TC made no effort to ensure that the flight delay was minimised (the flight duration was only 1.5 hours, so another plane could have potentially have been despatched 11.5 hours prior to when we finally took off). When we finally arrived back in the middle of the night, TC would not help any passengers who had missed their train get home, so we spent an additional £70 on a taxi home.
After writing to TC on 3 occasions (and each time waiting over 3 weeks for what can be described as 'template' reply) they offered a mere apology and 'Hoped we would consider flying with them again soon'.
I discourage anyone from flying with TC or any TC brands, as the service you are likely to receive will probably be terrible!!!
Flew with Thomas Cook to Tenerife and to be fair the flight was OK. Did notice on boarding how tatty the cabin crew appeared to be! They were not that customer friendly either. The in-flight meals were very poor both out and inbound (considering the cost I would have expected better). What went wrong - you wouldn't have encountered this at one time from a company with a good reputation? Put off from booking with them again so back to Jet2 for me!
they could have just said get lost go buy it from round the corner we dont want your money but telling me yes we sell them they are £18 + £20 that we charge for printing out the ticket, the bus drivers will sell them if you ask they just ring up the office!
Will never fly Thomas cook again, after spending two weeks in Egypt, arrived early at airport to check in, only to be told we wasn't on the flight seating list, so had to wait over hour and a half at desk till last people checked in on flight to see if there were seats for me and husband and 6 year old son, not happy, nearly missed the flight because of the chaos at airport, absolute farce!!!
We booked an expensive 2 centre holiday to Florida last October. When we arrived at our Disney hotel we were not booked in and Disney said this was fault on the part of Thomas Cook (I cannot verify this). My complaint is that I had pre-booked 4 seats for the outward and inward flights at a cost of £10 per seat each way. On the inward flight when I tried to check in our pre-booked seats I was told these were already taken (given away by mistake), I was told to apply for a refund when I got home. Several letters and emails later I received an offer of a £40 discount off the price of pre booked seats on a Thomas Cook flight to be taken before December 2012. Outrageous! After more complaining I eventually received a cheque for £40. They should have paid this in the first place without messing me about.
I went on a lads holiday last July to Malia. The Sarpidon Apartments was very clean and the reps where very friendly but we had a problem while out in Malia when we got back and rang the phone number that was given by our reps for 24hr emergencies no one would answer after ringing 5 times other then that everything was great.
Because Thomas Cook changed the plane type on the way home from Lanzarote, we didn't get the reserved extra legroom seats that we paid £60 for. We had to pay an extra £30 to get the seats we had already paid for and on return, because I lost my boarding cards, they refused to refund (even though I had a receipt for both payments). They werent helpful at all and refuse to even give you an email address to direct your complaints to. I had to write to them and after 4 months have still not heard back. Appalling customer service
Totally let down both by advice from Customer Services on the phone and the reps at the airport. Told to drive in dangerous weather to arrive at the airport (3 accidents and one van sideways in the fast lane, down to one lane we could drive in in snowstorm - we were told we had to drive or we'd lose our holiday without checking in - it was frightening.)
Checked in at airport, no-one knew anything, some people giving out vouchers like smarties, some refusing to give anything out at all. The pressure got to the staff and they were rude. Finally boarded plane and rushed on like naughty children - after 48 hours of being messed about. Obnoxious cabin crew who we had the 'pleasure' of putting up with drunk and loud next to the pool for most of what was left of our 'relaxing' holiday. A letter to Thomas Cook later - they weren't in the slightest bit interested. Neither are we - we won't use them or any of their partner companies again.
So in March 2011 my boyfriend and I booked a holiday to Cyprus with Thomascook. I have always have been pretty stuck up about this company in the past, because of the lack of leg room, but I decided to go with them because it was my fist holiday with my boyfriend abroad and it was cheep. Anyway the holiday itself was brilliant. On the departure day we had a delay, ok thats fine It happens. Several hours later we are made aware that we wasn't going anywhere that night (there was a rat on the plane lol). I expected to go back to my hotel, but instead we ended up at this amazing 5 star hotel right on the beach. We got a FREE breakfast, lunch and drinks at the hotel as well as a beautiful sea view room. It didn't end there we were given a free meal and drink on the plane. Myself and my partner were chuffed at the brilliant customer care we received. I'm still stuck up about leg room but I'd defiantly holiday with them again :)
I booked an holiday to Turkey & the hotel was suppose to be 5 star, when we arrived there was scaffordling in reception and they were painting all the communal areas. I complained to the rep about the smell and the fact that we weren't informed of the decorating programme and due to health reasons I asked to be moved elsewhere. Their response was basically tough because the paint wasn't bothering her and if I wanted to move hotels then I would have to pay.
I will NEVER book with them again
Will you PLEASE sort your terrible system out.,I have had some really enjoyable holidays with Thomas Cook in the past but don't know what you've done to your system but I log on and every time it just freezes. I was not impressed and ended up booking with your competition
Last summer (2011) we travelled twice using Thomas Cook to fly from the UK to Canada. All aspects for the flight, treatment on the plane and at the airport were second to none. Nothing was too much trouble, and the experience was a great one. Plus, we saved money on the flight and got a free hire car upgrade too!
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