Thomas Cook Reviews

Name: Thomas Cook
Rating: 1.85

1.9 Rating 168 Reviews

19 %

of reviewers recommend Thomas Cook

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1.9

Based on 168 reviews

Shipping & Delivery
Delivery Methods	Own Driver, Courier
Customer Service
Communication Channels	Email, Telephone, Live Chat
Queries Resolved In	Over A Week
Customer Service	1.7 out of 5

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Thomas Cook 3 star review on 14th September 2025

Anonymous // 01/01/2019

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“Japan Extravaganza 0509 I will be giving a mixed review as the views are mixed. The pre sales service was PATHETIC with capital letters. the salesperson appointed to us (Babita) was not at all serious and was answering with few weeks gaps. After paying the booking amount they disappeared, we had to take the efforts and look for them then we came into contact with Celvita. She was the most useless person in the entire office, when i say this i mean her tone her communication was beyond horrible. She was rude and not at all apologetic when i showed my concerns about no one contacting us when required, she was just casually said that she will be handling the case as Babita was pre sales, okay but why no communication then? She just needs to be kicked out of the organization. We happened to transfer them the local currency instead of Dollars and we accepted the mistake and requested for the amount to be transferred so that we can pay the confirmation amount but her replies were rude. We had to escalate the issue to their branch manager and remove her completely out of our case. Our tour manager Mr Pranav Samant and our tour guide Reiko were amazing and planned it meticulously. This was the only good experience which was 10%.”

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Posted 1 day ago

“We a group of senior veterons booked Europe tour with the Thomas Cook hoping that the firm will provide us professional support. It was such a horrible experience in dealing with them and our tour became a nightmare instead of a cherished one. Right from hotel bookings till the Eurorail pass, they failed in all aspects and we were just praying the tour to end as soon as possible.”

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Posted 4 days ago

“Their trip scheduling in our 11 days western Europe tour was pathetic. We spent over four day times travelling full days out of the 11 days trip. They are not only doing a disservice to their customers but to their own reputation too, by wasting practically 50% of the total trip day times hours in bus travel alone. Cancelled their USA trip after this experience in europe.”

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Posted 4 days ago

“We are in Vietnam tour with Thomas cook,, but the hotel rooms are worst and some rooms are small and some are bigger,, But we are total 18 members and all are paid the same amount,,”

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Posted 5 days ago

“Worst Experience with Thomas Cook They made false promises while selling the card and currency. Said I’ll get a SIM card before travel, but at the last moment told me it’s not even valid for my country. Also lied about the card validity—promised 5 years but it’s only 3 years. Totally misleading and untrustworthy.”

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Posted 1 week ago

“Recently I undertook a tour to Switzerland and Italy arranged by Thomas Cook. In June/ July I had contacted the Bangalore Thomas Cook office at Jayanagar branch for the details regarding the tours and tour dates that are available. . An employer named Nithin helped us with everything . I wanted to specially thank Nithin for his services and assistance that he provided us throught the process. The obtaining of Visa was a cake walk. He was very polite, professional, prompt and helpful. He answered all our questions. He made things very easy for us . I appreciate his sincerity and hard work. The tour was a success and the tour manager Mr. Atul Choudhary did a wonderful job too . Please continue with the efficiency you are operating.”

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Posted 2 weeks ago

“Disastrous management. Last minute price fluctuations and extremely poor customer service. Travel agents are chosen to reduce stress from travel plans and TC is definitely pathetic when it comes to that.”

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Posted 1 month ago

“I had booked exotic kashmir package tour for June 2023, advance was paid by me in February 2023 they cancelled the tour because the Gofirst Airline closed down in May 2023, I had never received an email regarding my ticket booking, i have been following up since May 2023 for refund and they have been giving excuse GoFirst have not refunded the ticket money, i wonder if I paid advance in February and Airline closed in May, Was Thomas unaware that Gofirst is going through bankruptcy when they are dealing with Airlines years and years and they are the first to know the Airline situation. It is something which I unable to understand.”

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Posted 1 month ago

“I had a smooth process at the Pune Camp branch despite the low internet bandwidth. Sandhya Patil from Customer Care and Ankita from the Pune branch both helped with a seamless process. I had to buy Euros and they gave me a rate better than the rest of their competitors.”

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Posted 2 months ago

“A horrible experience with Thomas Cook I would like to share the horrible experience I had with Thomas Cook recently related to booking References CFT2501664 and CFT2502021 under the TCS 2.0 regime. Despite the brand’s reputation, we faced several serious issues: A disorganized and frequently altered itinerary Poor quality hotels and rigid transport arrangements Hidden charges and duplicate insurance billing (refunded only after escalation) Little to no support during or after the trip What was most frustrating, however, was the post-travel response. I escalated the matter to senior leaders — including Mahesh Iyer, Syed Sarmad , Rahul Jaggi— but received no meaningful resolution. Mr. Sarmad, in particular, failed to respond despite repeated follow-ups, which I found deeply unprofessional for someone in a senior customer-facing role. This experience has severely damaged our trust in the brand. I share this not out of malice, but in the hope that Thomas Cook India takes accountability and improves its customer care standards.”

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Posted 2 months ago

“I was a direct joining to Sensational Europe tour from the UK. The itinerary does not mention when the last sightseeing activity finishes on the last day so I asked Thomas Cook representative when I should book my return tickets and he said anytime after lunch. Understandably, I can’t just randomly book a return flight without information and cooperation from the company so I asked them multiple times about it. So, accordingly I had booked my flight 6:30 in the evening but now I am on tour and my Tour manager is saying we can’t reach the airport on the last day before 6. Which is completely different to the information I had received before. So I had to pay extra money to get my flight changed and even had to pay for another hotel to stay the night. When I called up the earlier Thomas Cook representative about the wrong information he had given me…He completely LIED to my face saying he had never said anything like that and that it is not written down anywhere even though I had confirmed my flight timings with him multiple times. Santu Bosh (the representative) turned out to be a bold faced liar and a coward who refused to accept any responsibility for his wrong actions. This type of unprofessional behaviour is so shameful for Thomas Cook. I will not be trusting them again when they are so comfortable lying to the faces of their customers and completely ignoring all of their problems. Also I have had to stay with my parents in a 2 bedded room where we are 3 adults but they charged us money for a 3 bedroom suite. Then they are giving the excuse that apparently hotel rooms are small in Europe. I live in Europe myself, I am not stupid, throughout the entire journey some rooms did have the suite. My complaint is that why that standard has not been maintained throughout the trip after we have booked a Premium service. But I don’t have complains with the actual tour or itinerary. The food and travel support were satisfactory.”

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Posted 2 months ago

“Logistics of Travel was good. Driver was very supportive, caring and timely pick up. Immediate response provided for any requirement.”

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Posted 2 months ago

“Went on European Express tour in June 2025. The tour was like a road trip where we travelling for hours together every day to spend around 2 hours or even less and the tourist spot. The support of Thomas Cook team is NIL particularly when there is a crisis, like someone stole our cash and jewellery from the hotel room booked by Thomas Cook but there was no support from Thomas Cook. Considering the amount that we had paid, Thomas Cook was a big disappointment and I will not recommend it to anyone. Poor arrangements, more of road travel and no support to be precise.”

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Posted 2 months ago

“We (my parents and I) travelled with Thomas Cook for the Char Dham Yatra from June 4th to June 10th,2025. Overall, the services and ground staff for Yamunotri, Gangotri, and Badrinath were excellent, and we truly appreciated the arrangements made at these locations. However, our experience at Kedarnath was extremely disappointing. We were provided accommodation in a secluded area (Gayatri Bhawan which was under construction), far from the rest of our group, which felt unsafe and isolating.The room had no lock on the door, and the basin taps were not working—there was no adequate water supply due to the defective taps. To add to our frustration,the geyser was out of order. Despite repeated assurances that the issues would be resolved shortly, nothing was fixed during our stay. It was deeply distressing to be in a situation where we had to stay in a room without basic amenities like water. (Door Lock was provided later) We reached out to our chief coordinator, Mr. Prashant Rane, for help, but he informed us that he couldn’t assist in arranging alternative accommodation. We also tried contacting another coordinator, Mr. Nitesh Shelke, but he neither answered our calls nor called back.We also contacted few of the guys from Heritage Aviation (those who coordinated with Thomas cook), but they were reluctant to help us and asked us to reach out to Thomas Cook. This part of the trip was quite upsetting and left us feeling neglected and disappointed, especially considering the high standards expected from a reputed travel company like Thomas Cook. We sincerely hope such issues are addressed in the future to ensure a safe and comfortable experience for all travelers.”

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Posted 3 months ago

“My Holliday was scheduled for 8/06/25. Than I found out that I did a huge mistake to booke the Marabout hotel and wanted to change it. I had a trouble to do it. I fully payed for this disgusting hotel which was a present for my son birthday. It was £1290. I asked for upgrade.Another bad hotel cost me £220 so until here I fully payed £1517. The Upgrade was on hold so I wanted to change it with another, may be better hotel,which price was £1790. They asked me to pay them £880 on top of the already payed from me £1517.Means the upgraded hotel will costs me in total £2387 instead of £1790…I’m already tired to continue but have a lot more of telling and screenshots of conversations for prove in the end they literally make me to give up and stick on my first booking ;( …Just had the most bad Holliday in my entire life! And it was to make my son happy for the first time. Hope I helped people with my story! Ps. I booked another stay from Rbnb and payed £380 for it because it was impossible for us to stay in Marabout hotel where in the reception I was asked to pay on top of my £1290 a £80 more for kind of fees… the place by the way was literally DISGUSTING ,DURTY, receptionist very rude… We let and never used this hotel but didn’t had any refund for that…I’m so disappointed from all my experience of Thomas cook and Marabout hotel that I don’t have any words to explain the real feeling of that!”

Thomas Cook 1 star review on 10th June 2025

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Posted 3 months ago

“We have booked package from Thomas cook for Malaysia in May’25 and they committed us to provide early check in and for beach facing room, but when we reach hotel we came to know that they even don’t raise the request for early check in and even we got normal room only and then they didn’t respond us properly even they were very strict during entire trip. I will not recommend this agency specially when you are going with family.”

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Posted 3 months ago

“We recently went on a 15 days Grand bargain Europe tour with Thomas Cook India. It was a very pleasant experience after initial hiccup of food served. Tour manager Abhijit executed the tour with precision. In every hotels we got our key immediately after reaching. Lunch and dinner timing was great. All Indian style food were served except in one place,local we enjoyed. He served sharpen on board to Jungfrau, many gifts from TCIL. Last night was arranged with drinks, dance and music. Advice: Long haul bus should be provided with better cushion & leg space with emergency water bottles. Hotel at Italy should hv been better. Flight selection is not convenient for people from kolkata. Unfortunately I couldn't add photos.”

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Posted 4 months ago

“Very good experience. They will assist you nicely and charges are also very minimal. One the best experiences. Special Thanks to Mr. Mrityunjay Roy for his service in making of my Forex Card.”

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Posted 4 months ago

“Disappointing Experience with Thomas Cook Forex Services I was given misleading commitments while purchasing the forex card from Thomas Cook. I was promised an international SIM card with 6GB of data, but after the card was sold, there was no further response either from the SIM provider or the Thomas Cook representative. Additionally, during my trip, I faced a currency shortage and despite multiple requests, there was no timely support for reloading the card. I had to rely on my credit card to manage expenses. Given this experience, I would not recommend Thomas Cook for forex services. It’s better to go with reliable, known vendors who actually deliver on service and support during international travel.”

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Posted 4 months ago

“Highly Disappointed ,Irresponsible ,We were in Kashmir during the Pahalgam attack and no one from Thomas Cook has reached us asking our safety.Very Irresponsible team .We will not prefer to travel with Thomas Cook again in future .”

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Posted 4 months ago

Thomas Cook is rated 1.9 based on 168 reviews