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.
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.
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
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
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.
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 .
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!