Thomas Cook Reviews

Name: Thomas Cook
Rating: 1.87

1.9 Rating 191 Reviews

19 %

of reviewers recommend Thomas Cook

Company Reviews

Questions

Metrics

1.9

Based on 191 reviews

Shipping & Delivery
Delivery Methods	Own Driver, Courier
Customer Service
Communication Channels	Email, Telephone, Live Chat
Queries Resolved In	Over A Week
Customer Service	1.8 out of 5

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Thomas Cook 3 star review on 14th September 2025

Anonymous // 01/01/2019

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“Discovered 5 days before holiday that the hotel was under major refurbishment scheduled for 3-4 months. Other travel agents aware and it’s on their website. Thomas Cook denied being aware and even after I sent trip adviser picture and other travel agents confirmation they still refused to accept the position. I asked for either a move to another hotel or a refund. I could have another hotel if I pay for the hotel in full plus other charges on top of my already paid for holiday. Matter now in the hands of my credit card company for a refund”

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Posted 7 hours ago

“I appreciate their assistance; it enabled a rapid and seamless resolution to my withdrawal issue.”

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Posted 4 days ago

“Yet to experience. Decided based on good reviews”

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Posted 2 weeks ago

“Very bad experience with Thomson tour package of Dubai , they choose very cheap transport and cheap cruise and hotels, bedding is booked in package , but at hotel I have to pay extra payment for bedding for my kids… very bad experience”

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Posted 1 month ago

“Extremely poor customer experience. The Thomas Cook representative was unaware of the mandatory 72-hour advance booking requirement for the shore excursion and realized this only after taking the full payment. Due to this mistake, the excursion could not be booked. What made the situation worse was the unreasonable delay in processing the refund, despite multiple follow-ups. Even more disappointing was the behavior of the managers, who were rude and unhelpful instead of taking ownership of the mistake. Customers should not suffer or be charged gateway fees for errors made by the company. This is by far the worst experience I have had with any travel agency. I will never recommend Thomas Cook to anyone.”

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Posted 1 month ago

“Horrible experience with thomascook india.”

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Posted 1 month ago

“Thomas cook has made me very unhappy on my ongoing goa trip . There is no accountability and no coordination between Thomas cook and zone connect park parra hotel in north goa. I have paid 80000 INR for this trip but I have to suffer. The emergency contact no is unresponsive . Zone connect park parra is not even supplying packaged drinking water . This is a very lousy and unclean hotel . Never stay at this hotel in Goa and never trust Thomas Cook.”

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Posted 1 month ago

“Today I have my first day of travel in Dubai and Abu Dhabi package. Connecting but was not guided properly and room they have provided is pathetic. Walls are stained, very small washroom and clock tv not phone is working properly.”

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Posted 1 month ago

“Thanks for seemless experience”

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Posted 2 months ago

“The team from Thomas cook only contacts you when they need to confirm a booking or take money from you, for all other queries they are never available. Horrible experience with Thomas Cook. Please don't plan your travel with Thomas Cook for your own peace of mind.”

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Posted 2 months ago

“One word - Horrible experience! Booked Magical Asia tour with Thomas Coo. Very disappointing! On the day of travel, while checking in, I got to know that they had entered my son's detail in Thai airways incorrectly (showing minor as adult) and I had to deal with these Thomas cook from 10am to 6pm on the day of travel for something as silly as this! Absolute no accountability! Absolute horrible experience! Transparency Issues: Key details such as non-stop flight options and the “or similar hotel” clause should be communicated upfront. This lack of clarity creates confusion and erodes trust. Hotel Quality: The hotels offered feel below expectations for the package price. Customer Empathy: When I expressed my willingness to book a better hotel in Kuala Lumpur at my own expense (INR 30,000), the response was rigid. Instead of showing flexibility, I was told to coordinate with the tour manager for pick-up/drop-off—even though my chosen hotel is only 7 minutes from Grand Continental. Group tours commonly accommodate pickups from multiple hotels in the same area; other travel companies manage this seamlessly. Communication Style: My questions were not addressed directly. The representative (Rahul from Service quality team) kept repeating standard clauses rather than listening and responding to the actual concern.”

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Posted 2 months ago

“You are running a fraud business. We booked Newzeland trip from Kolkata 4 months ago through Mr Sujit in your Salt Lake branch. We repeatedly requested to book Singapore Airlines (if extra charge needed we were ready to pay) as it’s only 16-17 hours..No action was taken..Now just 4 weeks before the trip we are given Quantas flight from Bangalore..which will take total 30-32 hours..the agent looks clueless.. We contacted support system..they are now saying that ticket is not available..we have to travel as per their choice..Mr Sujit is very difficult to reach & seldom responds.. Travelled many times to foreign with MMT. Thomas Cook is unprofessional & distrusting.”

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Posted 3 months ago

“I am very disappointed with Thomas Cook. We booked a city break for this December to New York based on their reviews for a hotel called Millennium Hotel Downtown New York, which had a 4.2-star rating. After booking, I was made aware that the hotel had changed management some time ago and is now called M Social Downtown New York, which has very poor reviews, including reports of customers being scammed out of money. When I raised this issue with Thomas Cook and informed them that they had falsely advertised a hotel that no longer is there and the reviews are not a true reflection, I expected a reasonable resolution. We would never have booked this hotel had we known the true situation and the negative reviews. Furthermore, when I asked Thomas Cook if we could change hotels, they wanted to charge us over £3,000 for a brand-new booking, including flights that we had already paid for. All we wanted was to switch hotels and pay the difference, not to make an entirely new booking at such a high cost. I am extremely dissatisfied with how this situation has been handled and the lack of fair options offered. Sadly we are stuck with a hotel that may scam us out of money all because Thomas Cook was advertising the incorrect hotel on their website with the incorrect reviews.”

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Posted 3 months ago

“Our holiday with Thomas Cook was a complete disappointment. The trip was delayed, disorganised, and stressful from start to finish. Communication during the disruption was poor, updates were inconsistent, and support was almost non-existent. What should have been a relaxing break turned into days of frustration and wasted time. I raised a complaint on 23 September 2025 and, over a month later, still haven’t had a proper response or any progress on a refund. The lack of accountability has been shocking. When things go wrong, Thomas Cook simply stop replying. If you’re thinking of booking, do yourself a favour and go directly through the airline or hotel — you’ll get better service, clearer information, and far less stress if something goes wrong. I won’t be using Thomas Cook again and will be passing this case to ABTA for independent review.”

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Posted 3 months ago

“We took the Jordan,Egypt Group tour this month,from Chennai, with Thomas Cook, arranged by Anna nagar office. The hotel stays,and tour was well planned and executed by excellent guides, much to our satisfaction. Here are some of the problems faced by us, before start of the tour. 1. The flight tickets reached us late evening, on 3rd Oct, for an early morning flight on 4th Oct , only after repeated phone calls creating, last minute anxiety and apprehension in checking - in and choosing our seats comfortably. Communications from the office was greatly lacking and delayed in general and we had to repeatedly request for all details. Sharing details of tour guides and airport personnel, who will meet us,was not properly given, creating a lot of anxiety for us. As it was an international trip, we felt, clear and correct information should be given to us. Actually, some of the information given, regarding payment for visa on arrival were found to be incorrect. 2. To add to our woes, in the last minute we were told to pay Rs.3000 extra for our insurance, the reason given that we both were above 70 years of age. Surprising, that, this information was discovered just before departure.?? We booked our tour a month ahead .So why this sudden payment request. ?? . We paid it , having no choice.. 3. We are senior citizens and professionals. Proper Communication really lacked and created a lot of anxiety even after full payments . We found that we had to call repeatedly for every issue. We expect better service from your end. Anyway, all these shortcomings were compensated for by the professional and efficient overseas tour operators.”

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Posted 3 months ago

“I had a really frustrating exprience with Thomas Cook who had a "digital error" which meant our booking didn't get to the hotel and we didn't recieve the stay that we paid for. We raised this complaint to Thomas cook but they offered no compensation for the mistake they made because of their T&C's nonsense. We will never use Thomas Cook again and I would advise people not use them as they appear to profit over known issues in their booking system.”

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Posted 4 months ago

“Everything was wrong . Itinerary given was misleading and opted put of the highlights of the trip undertaken and replaced with visits to places of no significance. Do not trust TC’s itinerary as everything will change according to their whims and fancies. You go abroad for a cultural and food experience instead they give you an Indian experience abroad.”

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Posted 4 months ago

“Our experience with Thomas Cook travel company was extremely disappointing. The services promised were not delivered, and the lack of professionalism caused us serious inconvenience and stress. Such negligence is unacceptable from a reputed company. We expected a seamless and reliable service, but instead faced frustration and dissatisfaction. This experience has completely shaken our trust, and we strongly advise others to be cautious before choosing their services.”Our trip was sensational Europe it started from 16th September. We were just changing hotels every day.Hotels quality was below average and even the food quality was not good below everage. Everyone in our was very upset.”

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Posted 4 months ago

“Excellent service, hassle free travel, Sandeep from Hyderabad and Jay from Dehradun guided so well thank u and hatsoff👍👍😃”

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Posted 4 months ago

“PLEASE RESPOND - REFUND OWED Hello my emails to your customer care account aren't being responded to over a refund dating back to June this year. Please respond and get this resolved for me asap - your help appreciated Booking Ref : 1218695”

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Posted 4 months ago

Thomas Cook is rated 1.9 based on 191 reviews