Thomas Cook Reviews

"Sneaky business practices. What they advertise on their website is not true what they sell. I got the borderless prepaid card from them where they advertise it has free ATM transactions on all AllPoint networks but when you actually go to use it, you are dinged around 8$ for it. There is zero customer service. Their phone number goes to an advertisement agency. Don't know how this company is selling this card. Never buying their card or products again."

"I would give less than 1 satr if I could.\r\nBooked a holiday to go to Crete on the 16\/08\/2022 for myself and my girlfriend to go October 2023. All paperwork was sent through and seemed to be all good. On the booking we was told as our flight was booked with wizz air that we would have to add baggage directly with them.\r\nOn Thursday 12th January I decided to go and book the baggage and seats for our flights.\r\nUsed our booking reference to find out that the dates booked for the flight were wrong, and that the flight had already been cancelled.\r\nTried to call the customer service line, to which you get a recorded message option 1 to book a holiday, option 2 if you already have a holiday booked.\r\nIf you press option 2 you get a recorded message telling you to use Whatsapp or chat that the only option.\r\nManaged to speak to someone by using option 1, got through to a lovely man and he was shocked like me that no one had contacted us to let us know that flights had been cancelled.\r\nI received an email saying my only options was to pay an extra \u00a3802 for different flights or cancel the holiday.\r\n13\/01\/2023 I called the up on a different number that is advertised for customer service to get through to a person.\r\nThe person was polite but spoke to someone from the team dealing with the booking to say it was just a typo for the wrong dates and the dates we were supposed to fly were correct.\r\nOur flights 21\/10 - 28\/10 on the wizz air website flights were 23\/10 - 27\/10 so they lie too.\r\nI made it clear that i was appalled with their customer service and that I would have to have a refund but that I no longer had that credit card anymore.\r\nThen I am told that I would have to contact the credit card company I no longer use to get my money back.\r\nSo I had to find out that flights were cancelled and will have to spend hours on hold to a credit card company that I no longer have an account with to get my refund.\r\n\r\nI will never use this company again and if you are having any problems and you don't want to speak to a computer through the chat on website or the computer on whatsapp here is a number to use 02080163298\r\n\r\nDate of experience: 12 January 2023"

"I booked a hotel and checked cancellation rights which said fully refundable, paid deposit of \u00a340 then realised when I recieved the confirmation the dates were a week later than I needed, the week before was significantly more expensive so I live checked to cancel, terrible service - agent Stefan said he would charge \u00a325 to cancel despite me providing a photo stating fully refundable - I will never use this company again as they are deceitful"

"I booked a hotel and checked cancellation rights which said fully refundable, paid deposit of \u00a340 then realised when I recieved the confirmation the dates were a week later than I needed, the week before was significantly more expensive so I live checked to cancel, terrible service - agent Stefan said he would charge \u00a325 to cancel despite me providing a photo stating fully refundable - I will never use this company again as they are deceitful"

"My husband sustained blunt force trauma to his back on 10th June at Royal Hampshire Hospital. I cancelled this holiday due 13th June and have been trying to obtain cancellation invoice since then. My insurance company's deadline is imminent. The reply from customer help states reply within 72 hours well its over 10 days now and all my requests are ignored. I wish I had read all reviews on trust pilot prior to booking as I would never have used your agency. Well over 60% of clients give you bad reviews. Customer service!!!! AVOID THIS COMPANY OR YOU COULD BE VERY ANGRY AND DISAPPOINTED."

"Trying to sort out a change of destination for late August holiday. I have been trying to get through to Thomas Cook for the past week. Monday to Friday this week \r\nit was not possible to get through to the phone number ending in 3295; instead they directed me to chat. Emailed and sent chat last Wednesday 25 May. Email response received today 28th May at 10.30am. Tried to ring the number as requested in email ; held on for 1 hour ; no reply and I was 35 in the queue. At the request of my husband tried to ring again at 12.30. Held on 4 hours while housekeeping, shopping, walking; at 3.19 I was number 1 in the queue. At 4.20 the call just ended as though I was cut off! Absolutely disgraceful. I have repeatedly detailed my mobile number and this is also in my original booking but no one rings me! I received an email at 16.50pm asking me for a further 1200 pounds to change a holiday to Turkey costing 1350 for which I have already paid 734.96 to a holiday in Spain for the same period. Thomas cook need to look at their customer contact centre whether by chat or phone and improve these unreasonable waiting times to respond to customers! I have attached details of my 4 hour wait below. \ud83d\ude21"

"Sadly a very negative experience through and through. \r\nReaching them by phone is near impossible. You wait up to 3 hours. 2 hrs on average. As had to call back multiple times. When you reach the top of the line to finally speak to a customer service advisor the line drops. This has happened all three times I called and waited for forever just to speak to someone. The customer service emails take around a week to be responded to but are never actually helpful with information or helping find a solution. The chat lines don\u2019t respond on time. So you end up leaving the chat. They connect after a long time of waiting on average and by then you don\u2019t know they have replied as naturally you wouldn\u2019t keep a phone chat open for more than 10 min of waiting. And they then redirect you to creating a chat ticket instead. So you miss them continuously. Lastly I was due a refund from a trip. Over 400 GBP which they (finally after reaching them) advised I should wait for 14 days. I\u2019ve never had to wait for so long for a refund. It\u2019s now approaching day 12 the refund needless to say hasn\u2019t reached me. And I knew this would happen as it was taking a while. I tried getting in touch. Finally on yhe 7th attempt I reached them to be told to continue waiting to hit the 14 day mark for this to be looked into. Which again I predicted would happen on the basis of all the previously negative experiences with Thomas Cook. And the frustrating thing is that I\u2019m sure by the time this is looked into, once the 14 day mark is hit, they will say to wait another 14 days I\u2019m sure of it for the second refund attempt. If they will even process this correctly. So shocked and disappointed with the service overall. Instead of investing all this money into advertisement on the television perhaps an investment into a more competent and efficient service for the present clients would be a good move. But as my friend said. They aren\u2019t known for their quality customer service. I wish I\u2019d known this earlier before booking with them for the first and very confidently last time. \r\nEverything with them seems to take so extremely long to the point where it\u2019s just really an overall horrible service experience and this is repetitive in every domain."