Reply from Thomascook
[REPLY]
- Reviews (187)
- hans
- london, GB
- 3 Reviews
- Mrs Jane
- 12 Reviews
Luggage allowance poor
Long haul flights luggage allowance is poor and charging for extra is also bad. One case at 23kg would be appropriate.
- julie brown
- bristol, GB
- 8 Reviews
excellent holiday
stayed at the las palmeras for 1 week in sept 11 good central location on the seafront very good value for money get a sea view !
- Mr B
- London, GB
- 2 Reviews
Very poor customer services
Thomas Cook left me stranded at Gatwick Airport for 7.5 Hours on a very expensive DELAYED charter flight, after writing an extensive itinerary of my experience failed to answer my letter of complaint. I have £200 of vouchers won in a competition that will be going on ebay.
- Graham Yates
- Washington, US
- 2 Reviews
- Tyurigh
- 3 Reviews
Really helpful staff who went the extra mile
i booked my holiday in branch, I knew when I wanted to go, the hotel, and the flight! Unfortunately we couldn't get it and the change we had to make took it slightly over our budget. The nice lady at TC saw our dilemma and offered us car parking at the airport on them! How marvellous, we booked there and then!
- Tim Georges
- London, GB
- 2 Reviews
- Mr. IAIN SUTHERLAND
- 6 Reviews
-
- Mark Maddison
- London, GB
- 17 Reviews
My Favourite holiday company
Thomas Cook have always booked my Family holidays for me, offering unrivalled customer service and a committed level of dedication in ensuring I have a Fantastic time.
The Holiday representatives always make me laugh, as they are on helium at times, LOL.
A great holiday provider, of which I would use no one else.
Well done Thomas Cook
- Laurie
- 5 Reviews
could be better
i find the Thomas Cook site frustrating as everytime i want to do a new search i have to put my details in again, becomes tedious. Other holiday websites seem to save data. Also not enough good pictures available for many of the hotels, and the pictures quite small.
- martin b
- maidenhead, GB
- 2 Reviews
- Mrs T. Marsh
- 3 Reviews
a good, easy to use service.
a very quick and easy service to use easy to browse site for info.
Booking family rooms is difficult to do online as room availability is not clear - so have always had to phone bookings to get family rooms - however they have honoured the online discount. This is certainly an area they need to improve on their online site. Not easy to book extra's on line. This year the online price was cheaper than the book price, but family room not clear I telephoned to finish the booking. The telephone service matched priced the online price and gave me a further discount as part of their price promised. I managed to save about £250 doing this. Have used again, and then booked over the phone this year for 2012 summer.
- em lau again
- 2 Reviews
- Lisa Creasly
- London, GB
- 2 Reviews
Good, Could of been better.
Thomas cook overall delevered a good standard of customer service and vauled my needs as a customer, I felt they did a really good job of this and i was happy with my booking and the customer service they provided. The holiday package was very good value, flights, transfers, hotel, all inclusive. Checking In was fast and quick and did a very good job. The only probem i had was the seats i was sitting in wasnt very clean, as they had not cleaned up the last flight before us very well, as i could smell sick in my area and we had realised that it was not cleaned up properly and the stains was still there, i was not impressed, and the cabin crew staff did not deleiver on a very good customer service as just made me to to clean up and gave me a wet wipe not very professional.
Overall the holiday was excellent couldnt doubt the location of the resort central and located on beachfront.
- Ralph
- 2 Reviews
Over all not bad, but improvements could be made
Good holiday, very friendly reps at resort but let down by flights and package items (luggage allowance, meals, entertainment).
- Granville Sellars
- 14 Reviews
Some great offers
Have started to use Thomas Cook online regularly.
I usually run through TripAdvisor to check out the destination and their subscribers recommended hotels, etc.
You can usually book straight through from TA to the hotel's website, but if you check the same hotel's cost with Thomas Cook you will usually get a better deal - and they have some very handy discounts depending on value of spend.
Order your holiday cash via the website for collection at your nearest TC shop - and you'll get a better rate than almost anywhere else.
- michealbrown
- London, GB
- 4 Reviews
- Harvey Skilling
- vienna, US
- 1 Review
Thomas Cook - Great Customer Service
Thomas Cook is one of the few brands that I really admire, as what I received was a great customer service. I went on a trip to London and came back with a few pounds unspent. I wanted to exchange those for dollars. As advised by a friend, I went to a Thomas Cook office nearby. Once I entered the office I was greeted by the front desk executive with a good smile and asked me to go the transaction desk. I paid them pounds and within minutes I received dollars with a transaction document containing all the details about the exchange rate and payment. I found a lively and warm environment and I must say people at the Thomas Cook office really had a passion for customer service.
-
- LJM
- Herts, GB
- 4 Reviews
Disappointing
Booked a long haul holiday a year in advance online no problems.
With one week to go until departure our tickets had still not arrived. Contacted customer support who were very polite & helpful who arranged for the tickets to be collected upon departure.
Tickets collected no problems. Went to check in desk. The man was very polite. He said he had a few two-seater sections available & asked if we would like a window seat to which we said yes to both.
On board the Thomas Cook plane we did have two seats in a two-seater section however there was no window, just the wall of the plane.
The food on the plane was aweful & the TV channels appeared to be on some sort of loop whereby you had to wait for all the other channels to end before they could be started over again. The temperature on board initially was very cold & when I asked for a blanket I was told they had run out.
On arrival at our hotel we did not see our Thomas Cook rep for a welcome meeting as they were unavailable but we did see a stand in rep. That was the only time we saw any Thomas Cook rep which appeared to be a standing joke amongst other guests at the hotel.
On the flight home we were served the same meal as we'd been given on the way out (good job we ate at the airport first). The continental breakfast, served a few hours prior to landing back in th UK, consisted of just a small blueberry muffin & an orange juice.
On holiday itself we had a fantastic time. I cannot fault our hotel or hotel staff. They really helped make our holiday.
All in all I would not fly long haul with Thomas Cook again for the above reasons. Maybe if I could fly with a different airline I might think again. On a positive note the Thomas Cook staff were always polite & did their best to help.
-
- Pauline Anderson
- 3 Reviews
THOMAS COOK
I always feel safe with Thomas Cook, having travelled with them a few times and having been to Egypt early part of this year my husband and I experienced a delay whereby we had to stay in a hotel overnight and I must say Thomas Cook could not have dealt with the situation better, within a short time they had coaches lined up to take us to the Hilton Hotel where we had a wonderful room and meals and had almost a full day of luxury before leaving later on the next day for our flight home. How they managed to organise so many people in such a short time without a fuss or any complications I will never know. I just am thankful we had the full package with them and that we didnt book separate flights and accommodation, I cannot imagine what it would have been like had we had to deal with all this on our own. Thank you Thomas Cook
-
- Stan Still
- Edinburgh, GB
- 33 Reviews
Most reliable.
Thomas Cook has been an established travel agency for over 150 years. There are many high street shops in major towns throughout the UK. One thing that Thomas Cook provides is reliabilty. The website offers thousands of holiday bargains.
-
- Neil
- PRESTON, GB
- 8 Reviews
Caribbean paradise
Just come back from Mexico with Thomas Cook
Used to arrange all trips independently. The last 2 with Thomas Cook.
Excellent help in the shop.
The fastest book-in at Manchester Airport (15 mins from car to choosing a book in WH Smiths!!)
Great Flight, great hotel, helpful reps.
10 out of 10
-
- Trevor
- Littlehampton, GB
- 6 Reviews
Not too shabby....
Recently had a holiday to Tenerife booked through Thomas Cook, it was a very good holiday, the reason I give it 3 stars though is because Thomas Cook were pretty unenthusiatic, was informed that we'd receive a discount card for restaurants, attraction etc. plus money off our next holiday, never received. And all transport, when part of Thomas Cook, was always ridiculously late.
Other than that, I had a great holiday, I would gladly use Thomas Cook again, but feel these are thing thay could work on.
- Kevin
- 2 Reviews
Panama Canal - Signature tour
Can't really fault any part of the package, from the chauffeured limo to/from airport, to the stay on the Queen Mary 1 (Long Beach), to the visits to Antigua (Guatemala) and Cartagena (Colombia), to the stunning Panama Canal itself. Holland-America lines (MS Staatendam) appeal to the 'mature' end of the American market, but there was a good balance of decorum (ie formal nights) and casual (buffet etc) to suit most tastes. Facilities are somewhat limited but the gym is excellent, and given the passenger demographic, usually really quiet. The ship was refitted in 2010 and seems in good order. Cabin size is good (we had a 'Verandah Stateroom' - the balcony was excellent for the Panama Canal transit). Overall Thomas Cook were excellent in their organisation and communication.
- Miss C
- 5 Reviews
staff help
brilliant....... IF you get a staff member that really wants to help you get the holiday you requested, for the price you want to pay.....
unfortunately that wasnt the case this year, we found it £100 cheaper elsewhere.
-
- Justine England
- Hertfordshire, GB
- 24 Reviews
Fantastic
I booked a skiing holiday for my friend and I. As it was last minute we paid in full. Then another friend wanted to come and Thomas Cook simply adjusted the additional person flights and food (originally we had paid a supplement for not having filled the villa).
When we arrived all was well. The following day the water pipe supplying the villas cracked and froze. We were the only people from Thomas Cook staying in the villas and we were the only people that were moved to a nearby hotel for free! All the rest of the guests suffered with no water to the taps or toilet. It was not Thomas Cook's fault but they sorted it out for us and we are grateful. They even took our overnight bags back to the villa once the pipe was repaired while we were out enjoying the slopes.
Been on many Thomas Cook holidays and I am 100% happy!
- Malc
- 3 Reviews
A great holiday, but dread the flight because of the cramped seats
We travelled to La Palma in the Canaries in March and had a graet week All Inclusive. The hotel is a bit remote but that was NOT hidden in the brochure so we knew what we were expecting. The Rep for once was first class and was enthusiastic without being in your face. The transfer drivers were courteous and careful drivers.
Why oh why do I have to pay for the privilage of extra leg room? (which I refuse to do ) I am 6ft 3" and cant help my height. The extra leg room seat are ther anyway because of exits etc so it doen't cost the airline any more to put them in. Stewies please smile genuinely we are your customers afterall.
-
- Catherine
- 5 Reviews
Poor standards of customer service!
Would never use this company again, nothing was horrific but the rep was a mess and totally useless in general and just poor service throughout.
- L Gauntlett
- Caldicot, GB
- 2 Reviews
Excessive credit card charges
I use a Thomas Cook credit card to obtain holiday pounds to offset against their holiday booking costs and have done so for several years. You can earn bonus pounds (1 per £100) when you pay for a holiday with them, using thios card. But they charge up to £50 for doing so (2.5% in any case). So a £2000 hoiday will earn you £20 in bonus travel pounds, but will cost £50 in credit card charges. How can this charge be justified?
I wrote to Thomas Cook to ask them to justify this charge, but all I got was a letter telling me that they'd written to me in March 2010 to tell me this was happening. Not good enough.
To be fair, they do notify their customers (once) that this charge applies but it's not mentioned in their advertising or on their website. If you use another credit card, you're still charged, but there is no charge for a debit card or cheque.
I have used Thomas Cook exclusively for over 10 years and probably spent over £40000 with them, but I'm seriously considering other companies instead because of this shabby practice.
I've given them 3 stars because I'm normally very happy with their other services.
- CustomerJane Annakin
- 3 Reviews
A company that goes the extra mile to ensure you get the right holiday
Ive used Thomas Cook for booking my holidays the last 2 years. Ive always found that they go the extra mile to help me to ensure that i have the right holiday at the best price possible.
- J. Kirk
- 2 Reviews
Volcanic Ash
We were stuck in Egypt during the volcanic ash cloud last year. We were able to stay in our hotel for and extra 4 days and were given an allowance for food. (we had only booked a B&B option)
We were kept well-informed and had a brilliant holiday.
- Customer
- 6 Reviews
- Customer, Steve, Hampshire
- 3 Reviews
Not impressed.
Bit of a sales gimmick, only saw the rep twice, only intrested in selling tours which if you are prepared to seek them out for yourself, can get for up to half price. Malta though was beautiful once you get out of the main towns. They dont advertise the fact that Malta, in the towns are a building site. Could count at least 23 cranes from our hotel window.
- Customer
- 6 Reviews
- PAT CRONIN
- 2 Reviews
CRUISE ? YOU'VE GOT TO BOOK WITH THOMASCOOK !
FANTASTIC DEALS FOR COSTA CRUISES WITH EXCELLENT PHONE ADVICE AND HELP
- Robbytycoon
- 2 Reviews
CA-UK/ UK-CA
Im sorry but who came up with the idea that the width of their seats was acceptable? After 10 hours I was aching beyond belief.
Average score because the staff were lovely and the food was not half bad, although you couldnt manouver your arms to be able to eat it!
Premium seats im sure would be worth it, but with an over £100 difference, I would expect business not 'premium'.
-
- Shimells
- Leeds, GB
- 9 Reviews
Value, all in one holiday site
I use Thomas Cook frequently to search and book holidays. The site is simple and easy to use. I particularly like searching for 'any destination' - not all sites have this! Prices are very competitive and include transfers, hotels and flights. Very simple to book a cheap holiday. My only service issue has been when transfers at the holiday destination have been untimely. Improve on this and it will be a 5 stars!
-
- Lukey B
- Midlands, GB
- 15 Reviews
Good Flights from Canada
Had a great experience with flights to and from Canada through their partner.
- Radu O
- 2 Reviews
- Customer
- 6 Reviews
Great customer service
I recently booked an online holiday instore as I was unsure of a few bits. The staff went the extra mile an checked with the company and sorted me out a great deal.
I often use Thomas Cook. Helpful and reliable
