“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.”
“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.”
“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.”
“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.”
“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.”
“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.”
“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.”
“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.”
“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”
“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”
“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%.”
“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.”
“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.”
“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,,”
“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.”
“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.”
“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.”
