Thomas Cook-reviews 

Hi,In a world when we all seem happy to complain I must commend T/Cook on a holiday on 25/2/18 we could not land at lanzarote due to weather conditions we diverted to fuertaventura waited some 3 hrs tried again to land at lanzarote still no luck had to return to ferta .After a bit of a wait we were taken to a hotel overnight fed and had all inclusive accommodation till next day also breakfast next morning before eventually flying to our destination .I must say we were well informed on the flight at all times the pilot even came out to address us all in the body of the plane which was a nice touch and to finish what overall was a good holiday T/COOK gave us a voucher for a future holiday due to our inconvenience .

Bad!! I paid for a package holiday which includes luggage and when I came back from Turkey they humiliated me in the airport asking me to pay for my lugggage again. I said i had already paid they said they don't have me on their system. Why would they not have me on their system? It was a package holiday why was it only me that had to pay again? If i had to pay on my return then why wasn't I asked to pay on my way there and howcome they let me travel to turkey if I wasn't on their system?!!
Anyway the lady said I will get a refund for paying an extra £50 for my luggage, as long as I keep the receipt for proof. I sent it to thomas cook and phoned them up to complain then they said they will refund me, but they NEVER DID. Now they are saying it's too late to refund me. Horrible company just gready and unfair.

Be careful of TC they may tell you hotel is a 4 star accomodation, and then a couple of weeks before you go drop the rating, probably hoping you may cancel and loose your deposit or book something more expensive.
We went to a dated hotel called Playa Costa Verde in Cuba (Holguin) in my opinion it was just about a 3 star rating, buffet food was cold and not easy on the eye either and you shared the buffet food with the birds. :-(

We flew back from Egypt last Thursday and flew into that storm, very scary, plane was all over the place, not nice, they said 200 mph up there at 35000ft, made the flight time about 6hours 30 mins, but was diverted to Frankfurt as we never had enough to fuel on board to get to Gatwick, well was so glad to touch ground again after what was happening, Thomas cook flight, thought we would be stuck in Frankfurt airport, but Thomas cook put us up in a hotel for the night, a meal ready when we got there, a lovely room ,all electric, massive TV, a real luxury, breakfast in the morning and a Midday meal ,before being pick up in coach back to Frankfurt airport, yes I was very impressed, Thomas cook stood up to the line and put about 200 people up in hotel, could not had been better, but what got my goat up, people still moan, they could not have done anymore, but some only about claiming for the delay, you just can not please some people some times, ok never got my luggage until Saturday, thought I would never see my suitcase again, but yes, Thomas cook came out with flying colours, could have left us at the airport in Frankfurt for the night, but instead gave a excellent service, well, as best as they could, top marks,
Ps, other people has other problems like having kids with them, they have different views, which I can understand, but us 2 was well impressed

Oldbury Thomas Cook, absolute pleasure to deal with. So very helpful and friendly.

In Sept 16 a group of six of us went to Greece. We met after many years and so we had a lot to catch up. They charged us £45 for seats next to each other but still we were not allowed to sit together. But they won't refund our money. contacted their customer services and many other staff members but to no avail. Had to take them to court to get our own money back. The cheque arrived couple of weeks ago after about 14 months and that is after we reached an out of court settlement. Why on earth they could not give our money back within a month or so with little bit of compensation. I would say to other customers with complaints " don't give up". Only Birmingham staff were good. Their customer service is non existent. Simply awful.

DISGUSTED
Beware scuba divers.
I was away last week on a scuba diving holiday in Egypt. I was one of a group of ten friends enjoying this very popular destination for divers
New regulation regarding what electrical goods can and can`t be taken either in your hand baggage or hold baggage led to considerable confusion at check in at Hurghada Airport. Leading to the Thomas cook representative telling us to put all our electrical goods bar our phones into our hold luggage.
My hold bag was returned to me at Glasgow airport where I picked it from the baggage carousel .The only time it was out of my sight was when it was in the care of Thomas Cook.
On returning home and opening my bag I was gutted to find all my cherished electrical dive equipment gone.
Everyone I have contacted ,Police ,Swiss-port baggage handlers , my travel insurers and home insurers say this is the responsibility of the air line Thomas Cook. Unfortunately Thomas Cook won`t have any of it ,dismissing it out of hand. Not even taking a statement. They were not even bothered that they have a thief working with YOUR baggage.
Where is the security in all this.
As the most I can claim under my insurance for electrical goods is £500 I will find myself at least £2000 out of pocket.
DISGUSTED !!!.

I have booked on a cruise with THOMAS COOK on P&O Aurora departing 21st March 2018. I had paid my deposit, and have JUST received a request for final payment on 21st NOVEMBER-a FULL 4 FOUR MONTHS BEFORE DEPARTURE!

I have travelled for years with P&O and spent many thousands of pounds with THOMAS COOK, but this is my FINAL CRUISE with THOMAS CROOK.

It was and still is an accepted Industry-wide NORM to pay Final Settlement 3 (THREE MONTHS) before Departure
NOT 4 (FOUR MONTHS) !

This is cynical opportunism by Thomas Cook to perniciously STEAL like Jackals in the night and get another month's interest on your money.

Not unlike the banks, who have refused to pass on the latest interest rate increase!

SHAME ON YOU THOMAS CROOK

Vote with your feet people, and teach these marauding silent thieves a lesson!

Also note THOMAS CROOK have NOT advised customers that in a few months they will NOT be allowed to impose PUNITIVE credit card charges, as the Government has changed The Law!

PLEASE I BEG YOU, PLACE ON FACEBOOK/TWITTER AND ANY OTHER MEDIA OUTLET TO REACH THE WIDEST PUBLIC AUDIENCE

So following my complain about my flight on the 22nd from Hurghada to Gatwick , and not receiving the leg room seats that I have paid for. I received an email from the airline offering £38 and admitting liability. When I called today and spoke to customer relations I advised them I have paid £80 for the leg room seats, and as every passenger expected an inflight service of food and beverages, not SORRY BAR HAVE NOT BEEN LOADED. Then the customer relation person stated it is the travel agent fault as they cannot see that I have paid for leg room seats or bags.

When asked her so how did they let me on the flight with my bags, she stated the following I cannot comment on their actions as they do not work for us, SHE DOES NOT KNOW AS THEY ARE NOT THOMAS COOK STAFF. I asked her maybe they do not work for Thomas Cook directly but they are authorised to do the checking this means Thomas cook is liable. Then I was told we ALLOW them to ware the uniform to make people more familiar, LOL is this for real, or Customer relation has no idea what they are talking about

My parents booked a holiday earlier in the year in the Harpenden branch in Hertfordshire for this month to Almeria in spain. I was discusted to find out that the company is a disgrace to even say they are a travel experts. we had a sudden death in the family this week and my parents were distraught and phoned up Carla the store manager who said she will look in to changing it but they operate a non refundable 100% cancellation and that a death does not count as a reason to cancel a holiday this is a very unfair policy, I phoned up the manager of harpenden yesterday and was told the same information that it cannot be refunded even if it was someone on the flight.
I would advice anyone who wants to book a holiday not took EVER BOOK with Thomas cook as it they are clearly a company that do not value there customers only there money. even the insurance company were willing to pay to change the dates but Thomas cook refuse. so much for being CO-OPERATIVE TRAVEL.!

Rubbish bad management changed my flight from 8 pm to 1130 pm I phoned then explaining I have a young child and also could not get anyone to pick me up at 2 in the morning so would have to get a cab they did not give a s. T ask if they could waver luggage cost so could put toward cab no again they call there self managers they are messages avoid like the Black Plague

The worst company ever!!!
Never will I ever use Thomas cook again 😡
Regarding other reviews says it all 😳
Not helpful at all !!!
Yes I missed the flight but felt there was no help support knowing I've struggled to get the money together as a single parent I'm devastated after calls after calls & told differently each day!! To reschedule
Absolutely gutted 😡😡
Another member of my family last week also had a nightmare and never will use this company again 😡😡😡😡😡😡😡

We had 2 weeks holiday in kefalonia in may ,which after 7 holidays there this one was disappointing, due to Thomas cook , we booked the lourdas beach apartments as we have stayed there before and had a lovely room with balcony overlooking sea . We asked if we could have this balcony room again as the holiday was for our 25th wedding anniversary,(we booked holiday last august 2016) well when we got there we were booked in room 106 which was awful it was dark no sun till 4 pm the room was very tatty door handle broken towel rail broken seal round cooker broken water getting in ,room needed a refit .but we made most of it after asking owner if we could change rooms but that was a no no ,we found out the nice rooms seemed to be booked out to people who booked independently ,not with Thomas cook.this to me is very bad ,we will not be staying there anymore.so do something Thomas cook andie

Terrible company. Unwilling to budge on a genuine reason for holiday cancellation despite me asking them to meet me in the middle, just swallowed the money without consideration for the customer and my health. Staff on the help desk had poor attitudes and keen to fob me off. I will never ever book a holiday with this firm again.

I will try to outline the catalogue of disasters of the last holiday, and hopefully you will understand why i am complaining.
It started at heathrow airport where the window seat’s i had booked weren’t on their system. I ended up having to sit in the middle of three. The plane was delayed for ninety minutes because someone had forgotten to load the food. Being delayed if it’s a safety issue doesn’t bother me. I would rather wait while they fix it, and land safely, instead of crashing.
Arriving in goa and transported to the whispering palms resort, it was discovered that although they had a reference of my name, no one had paid them, so no rooms were available. (There was confusion regarding beds online and co op I believe). As the time in England was 02.30, i found myself sitting in reception for seven hours panicking, as i knew i couldn’t contact anyone until 09.00 at the earliest.
After contacting coop / thomas cook, i had a call from head office saying that they would try and sort it all out. This was all being done on my mobile at £1.50 a minute. About an hour later, head office offered me to stay at the ibis styles hotel. The office said they had good reviews of the hotel. Before agreeing i asked the receptionist if it was a good hotel and she said it was, so i agreed. At this time i was quite frantic and quite honestly thinking of getting a flight back home.
When i turned up at the ibis, it looked very nice and was shown the room. I signed the forms and moved in. After a few hours, it became quite obvious that this hotel was nothing more than an Indian travel lodge. Although very clean with various amenities, there were no other English travelers. The noise was horrific from the Indians, the restaurant was nothing more than a staff canteen, and the food was purely for the Indian clientele. For breakfast every morning, i was having only four fried eggs as i didn’t fancy carrot idli etc. Like a travel lodge, there was no entertainment except for very loud music being played around the pool and in the restaurant. Thankfully, they turned it down a bit when i asked them to. The staff were brilliant, i can’t fault them in any way. However, this is NOT a hotel that you would want to send holiday makers to. The reviews that you supposedly had, were from from the Indian tourist.
The return flight was both amusing and disastrous. Again they had no record of my window seating and i once again found myself sitting in the middle of three. These seats were booked and paid for before leaving the uk. The plane was delayed 3 hours 53 minutes until pushback, and airborne 4 hours 15 minutes after the booked time.
To sum up; we have booked many holidays through co op /thomas cook for the last 15 years. We have travelled worldwide through them, booking packages, flights, and cruises. This is the first time we have been let down by the co op and i hope it was just a glitch. We are in the process of booking something nice for the wife’s sixtieth and again hoped to do so through co op.. this will not be the case now!
I believe after reading this, you will agree that this was no holiday. I feel VERY let down and a bit upset that the co op, a holiday firm i have used for many years, could send me 5000 miles with no accommodation, ending up with something i would never have booked.
I would like very much, an explanation of how this happened.
It would be nice to receive some form of compensation please.
Confirmation that you will NEVER use beds online again where we are concerned.
Preferably that you won’t use a third party, unless they are well known by you and respected
Confirmation that we can book again with you, and get what we will be paying for.
I look forward to your reply
Yours faithfully
S r baker

this was the letter sent to them. they have virtually laughed at me. crooks the lot of them.

I travelled with thomas cook in budget package for London and Europe. I booked it from bangalore branch. It was simply the most horrible experience ever staring from booking process, horrible visa team and worst ever tour manager(neetha Shankar). The package was for ten days and we got only 4 days to see the cities and balance 6 days was travelling in bus. The hotels were in out skirts and the entire trip you were allowed to see the places only in bus(it's like window shopping). Worst food and moreover the tour manager neetha Shankar was just like the principal of the school, ordering everyone what to eat and how much to eat, when to stand, sit. My god it's never ending story of this worst trip. We were given a feeling that it was a school trip. She fought with everyone in our group every day for one or the other reason. She total spoiled the trip. And moreover it is the worst itenary by Thomas cook. It's better to go on your own(backpack) rather than waste money with them. Not in any one place you get to see for 1 hr atleast. Every place you see is sitting in the bus. You will only travel and get tired and burn ur money. Initially they told package cost is Rs.1.6 lakhs per person but you ending up spending Rs.2.5 lakhs per person. For every sight seeing we need to pay money and whatever u have in package is a nightmare experience . Even you need to pay tips of Rs.6000 per person for your tour manager for this horrible trip.

Trust me. Thomas cook sucks., horrible

Rip-off baggage charges!

We wanted to book an item of cabine luggage for our flight from Tenerife. The normal cost is £25 for 20 kilos. We knew our baggage would be slightly over so we looked it up and they would charge £60 total for the extra weight - a price we already felt to be excessive.

We tried to book this online but the website would not accept our payment. When we turned up to check-in, we asked to pay for the baggage only to find that they charged us DOUBLE the price - £120 for a 29kg bag. Totally outrageous to charge us this price knowing that we had no choice but to pay (or leave our luggage behind).

Will not be flying with them again

Recently booked return flights with this company to hurghada the return flight was delayed for nearly 3 hours Thomas cook, did not update there customers as to why this flight was delayed and it was well over an hour delayed before an announcement was made that the flight was delayed. Very bad customer service. Being stranded in an airport with 5 children,4 under 6 years old is not good. They didn't offer any comfort to family's at all. And we still don't know why there was a delay, no rep was sent to update there customers once. Will not use Thomas cook again

I contacted Thomas cook after they changed my hotel twice!!!

The original hotel I booked Eftalia Resort Hotel had the following -

Hotel-run kids' club (4-12yrs)
Two kids' pools (outdoor and indoor)
Frequent low-key daytime activities and evening entertainment, usually including games, shows and live music
Television room
Planned visits by our reps at least twice per week
bathroom with bath & shower,

The second that I was moved to was Eftalia Marin -

Lollo & Bernie Kids' Club (3-11yrs)
Teen Lounge (8-17yrs, Apr-Oct 2017 and 12-17yrs, Apr-Oct 2018)
Hotel-run kids' club located at the Eftalia Island (4-12yrs)
Kids' pool  
Kids' splash park located at the Eftalia Island
Playground 
24hr burger restaurant
Main outdoor swimming pool 
Relax pool
Swim-up pools
Indoor pool 
Adults-only section of the beach at Eftalia Island
shower room ( no bath!! )

The 3rd hotel that I actually stayed in Sentido gold island resort -

Thomas cook gave me a room with a double bed and a sofa bed - I went on holiday with my sister and daughter and this wasn't suitable. I called Thomas cook and advised of this and they changed my room to a double and single bed.

The hotel offered the following -

Year-round daytime activities usually include aerobics, aquarobics, basketball, beach volleyball, boccia, darts, table tennis and tennis. THE ONLY ACTIVITIES THEY DID WAS DARTS AND VOLLEYBALL
Hotel-run kids' club (4-12yrs) - NO KIDS CLUB ATALL
Planned visits by our reps at least twice per week - this wasn't the case!! I got to the hotel on the 7th and the only reason a rep came to the hotel was due to the fact numerous guests had complained!!

On the 13th the weather wasn't great and there was physically nothing for my 7 year old daughter to do!

No kids club
No games room
No kids activities 
No entertainers anywhere In the resort 

There is a lobby bar was open 24hours where people were loud and we got woken up every night since the first week by people singing and shouting!!!

This was supposedly a family hotel - how is it suitable for families when you have adults drunk waken people up until all hours in the morning!!

I spoke to the hotel and was advised there were no rooms left in the new part of the building so I couldn't be moved.

My sister had a chicken wrap from the Pool side snack bar and there was raw chicken in the wrap!!! She was in bed for a day after not well!! When we advised of this the hotel staff just said we will change this for you!!

I have complained to Thomas cook as I feel its not the hotels fault as Thomas cook placed us here!!!

I am looking to book another holiday but I'm very reluctant as I'm still awaiting a resolution from my complaint I raised on the 13th of april!!!

Each time I contact Thomas cook I'm advised this is being looked into and someone will contact me shortly.

I work in customer service myself and I find Thomas Cooks customer service and lack of communication shockingly bad!!

I want a resolution to my issue as soon as possible or I will be taking my business to another Travel company that can be bothered to deal with their customers issues!!