Thomas Cook Reviews

Name: Thomas Cook
Rating: 1.87

1.9 Rating 178 Reviews

19 %

of reviewers recommend Thomas Cook

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Metrics

1.9

Based on 178 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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“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.”

Helpful Report

Posted 1 week 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 1 week 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.”

Helpful Report

Posted 3 weeks 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 1 month 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 1 month 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 1 month 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”

Helpful Report

Posted 1 month ago

“Not a good experience, inexperienced staffs. Simply waste of time”

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Posted 1 month ago

“Good services”

Helpful Report

Posted 1 month ago

“This is the world travel agency . For a tour to dubai for 7 days 6 nights we have paid initial amount of 42k . But due to emergency we have to cancel it . And for the refund first the agent said we will get full refund then he stopped responding . After few days he said to explain what emergency was there . Why would i tell someone about my family emergency that to in detail m This is being going on for one month . Then when we mailed to cuatomer care nothing happened . After that we recieved a call from another agent saying that we will not get refund . Then we Dm the thomas cook official id again we received a call from another agent saying that 10k plus gst will be cut from 42k . We said that we were promised full refund and again they stopped mailing us. Worst travel agency ever”

Helpful Report

Posted 1 month ago

“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%.”

Helpful Report

Posted 1 month 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.”

Helpful Report

Posted 1 month 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 1 month 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 1 month 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 2 months 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 months 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 2 months 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 3 months 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 3 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 4 months ago

Thomas Cook is rated 1.9 based on 178 reviews