Thomas Cook Reviews

Name: Thomas Cook
Rating: 1.80

1.8 Rating 215 Reviews

18 %

of reviewers recommend Thomas Cook

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1.8

Based on 215 reviews

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Thomas Cook 3 star review on 14th September 2025

Anonymous // 01/01/2019

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“i was on the online chat with them for 4 hours just trying to cancel a booking, passed around to 4 different agents. Each message takes at least 5 minutes just to get a reply. There is no where to call them without being charged. Impossible customer service. each agent tells me a new things, i have to keep sending screenshots of what the previous agent agreed to as they all seem to follow different rules.”

Helpful Report

Posted 6 months ago

“Appalling response to crisis in the Gulf. Given the FCDO advice not to travel to Oman. Contacted them immediately on WhatsApp, as they don’t have a phone number. Spoke to a bot, that said they would put me in contact with a real person, who was in fact another bot call Ayse. We were told that our request to cancel our holiday would be passed to the cancellations team who would shortly contact us by email. They did not respond to us, so we emailed them. We got the response that they would respond to our email within 28 days. That is after we are due to leave for our holiday. When we went back to WhatsApp, strangely we ended up talking to Ayse again, who gave exactly the same answers. We spent £8,000 on our holiday and they are ABTA and ATOL protected, and we just want a refund that we can rebook with them”

Helpful Report

Posted 6 months ago

“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 months ago

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

Helpful Report

Posted 7 months 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 8 months ago

“Horrible experience with thomascook india.”

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Posted 8 months 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 9 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 9 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 10 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 10 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 10 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 11 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 11 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 1 year 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.”

Helpful Report

Posted 1 year 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 1 year 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”

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Posted 1 year 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 year 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 year 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 year ago

Thomas Cook is rated 1.8 based on 215 reviews