Thomascook reviews

Thomascook reviews

Very low
2.4
from 0 - 10
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars
Review company
228 Trustpilot review(s)
|
Latest review
ShowHide Rating distribution
Rating distribution

Reviews

About

trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars

unbiased review of thomas cook europe tour 2013

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.
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars

Thomas Cook Have Cut Back On Customer Service

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.
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars

Holiday extra charge without the extra

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.
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars

One star is one too many

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 !
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars

Don't assume that you get what you paid for. Once they've got your money you're on your own!

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.
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars

Employees that really do go the extra mile

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.
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars

Great short break

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 .
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars

not interested

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
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars

fly cooks fly easterrn european airlines

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
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars

Christmas 2012 ruined

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
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars

Good Customer Service.

Never had a problem, very friendly staff who will always try ttheir best to find you a suitabe holiday at the right price.
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars

Good n cheap but have not dealt with rasist complaint!

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!
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars

Thomas Cook are liars, all they care about is the money in their tills.

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.
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars

Excessive greed by Thomas Cook and Associates

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
COSMOS HOLIDAYS
MONARCH AIRWAYS
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
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars

Completely hopeless

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
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars

Not helpful

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...
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars

Shocking customer care

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.
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars

If you can book it DON'T Thomas Cook it

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!
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars

Nice airline

Don't know about the website though :D
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars

Avoid as if they were selling the plague

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.

Thomascook Details

About this company

Cheap holidays and last minute deals this November for holidays, hotels, flights and cruise. Don't just book it, Thomas Cook it.

Visit Thomascook

Category

Thomascook is ranked 54 out of 54 in the category

Trustpilot's Commitment

Trustpilot is committed to ensuring better online shopping experiences for everyone, which means we work hard to fight fake reviews. Find out more.

If you notice fake reviews on this company profile, we want to hear about it. Please contact Trustpilot here.

Trustpilot Subscriber

This company subscribes to Trustpilot Business services. Read more about our services for companies here.

No companies can delete or otherwise censor reviews.