Thomas Cook Reviews

Name: Thomas Cook
Rating: 1.86

1.9 Rating 176 Reviews

19 %

of reviewers recommend Thomas Cook

Company Reviews

Questions

Metrics

1.9

Based on 176 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

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

“The holiday booking website is so slow and seems to crash before confirming payment for your holiday. We have no idea if our booking went through or not. Wont be using them again due to the hassle. Booking a holiday online should be hassle free”

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Posted 2 years ago

“Booked a holiday to Rome. Flights from Birmingham with Jet2 When the confirmation came through the flights were Ryanair from stanstead. I used the chat line to inform them of their mistake. They told me I booked Ryanair from stanstead. Total lie. I asked them to send me a copy of my application, they said they couldn’t do that. They are total con artists. I told them I would cancel, they now want an additional £370.00 stating you have to pay in full for Ryanair flights. Please do not book with Thomas Cook”

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Posted 2 years ago

“Awful service and verbally abusive and illiterate staff. Would never recommend this company.”

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Posted 2 years ago

“Disappointed with the dealing of activation of my replaced card Employers are so arrogant and ignoring everything Worst card ever”

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Posted 2 years ago

“Tried cancelling holiday and they wouldn'tet me instead they just took my money avoid at all cost worst customer service ever”

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Posted 2 years ago

“I would give less than 1 satr if I could. Booked 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. On Thursday 12th January I decided to go and book the baggage and seats for our flights. Used our booking reference to find out that the dates booked for the flight were wrong, and that the flight had already been cancelled. Tried 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. If you press option 2 you get a recorded message telling you to use Whatsapp or chat that the only option. Managed 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. I received an email saying my only options was to pay an extra £802 for different flights or cancel the holiday. 13/01/2023 I called the up on a different number that is advertised for customer service to get through to a person. The 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. Our flights 21/10 - 28/10 on the wizz air website flights were 23/10 - 27/10 so they lie too. I 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. Then I am told that I would have to contact the credit card company I no longer use to get my money back. So 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. I 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 Date of experience: 12 January 2023”

Thomas Cook 1 star review on 13th January 2023

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Posted 2 years ago

“I just want to agree with all the other reviews. You would be better off booking your flights and hotel yourself. We recently booked a package deal with Thomas Cook as we believed it would be hassle free. However, the third party airline (Ryanair) changed the return flight and suddenly Thomas Cook were no longer an "agent". They were happy to suggest many ways in which WE could make changes, including contacting Ryanair ourselves (impossible) and/or changing the dates of our holiday (more expensive). When we complained, they quoted terms and conditions at us! In the end we cancelled the holiday and booked the same hotel for a cheaper price with Booking.com. What is the point of Thomas Cook if the customer has to do all the work? Avoid them at all costs.”

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Posted 2 years ago

“Do not book through Thomas Cook. They may use a third party like RyanAir to book your flights, and those bookings commonly fail (as admitted to many times by many Thomas Cook agents and RyanAir agents). They will not, however, tell you when this happens. Only when approached will they tell you it has failed and that your flights now cost more, as they failed to book them when paid for. They will absolve themselves of all responsibility, despite having their terms and references pointed out to them on several occasions. If you then have any problems with flight verifications or check-ins using RyanAir, you will not be able to seek help from either customer service. It’s impossible to know for sure if my flights are finalised, or to add the luggage that Thomas Cook forget to add when rebooking the flights that they failed to secure due to incompetence. Do yourself a favour and spend the little bit extra to just book everything yourself independently. Thomas Cook will take your money and do less than the bare minimum to assist you if anything goes wrong.”

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Posted 2 years ago

“One of the worse place to relieve on they are full of lies.. i spend more than they asked to get me proper service. When the service or the stay was not as expected they claim thats it should be our fault. The name of the person who helped was shrenik. He was promised things which were not delivered …. I paid for The max where i can get the best service but i was treated the same as people paid way lower price than us…”

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Posted 2 years ago

“I do not recommend. Tragedy. 3 days after buying the holiday, they wrote to me that I have to pay extra £ 160 because the plane tickets have become more expensive. What interests me. I paid the amount I was supposed to pay. And only after 3 days they send information about underpayment. These are some jokes. To make this not enough, they also said that they would not give back the money for insurance in the amount of £ 69.50. Avoid a wide berth. I do not recommend.”

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Posted 2 years ago

“Absolutely avoid this company, especially if you're spending your hard earned cash and want a stress free holiday. Thomas Cook adds no value as a travel agency. You would genuinely have less problems if you sort the hotel and flights yourself, especially when it comes to issue resolution (e.g. changes to flight times outside of your control etc.) They have no supplier management model (...or a really inadequate one if they do). Still trying to get our money back for a refund which was agreed and cleared nearly 12 months ago. We have even been asked to handle their suppliers ourselves (despite contradicting their T&Cs)!! Genuinely having to use a debt collection agency to get our money back from Thomas Cook. First time I've ever had to do this in my life 😂 Let's start #ThomasCrook (have you seen the other 1 star reviews!! 😬)”

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Posted 2 years ago

“I can’t even give one star. I just told my flight price went up in £435. If can’t pay can cancel it. I’m so disappointed. This holiday was after 4 years with my kids. I don’t know what to do. I got no money to book another this half term I’m left with disappointed. Please don’t think Thomascook is same as before. I went to them as I had good history with them. I meant 8 years back. But now it’s just appalling. I got no words to explain my disappointment.”

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Posted 2 years ago

“I booked a hotel and checked cancellation rights which said fully refundable, paid deposit of £40 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 £25 to cancel despite me providing a photo stating fully refundable - I will never use this company again as they are deceitful”

Thomas Cook 1 star review on 4th October 2022

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Posted 3 years ago

“I can honestly say this was the worst customer service experience I have had. So booked my holiday. 24 hours later flight price increased so I received and email offering to let me pay increase, I agreed. 24 hours later another email saying price had increased again- what! Email offered to let me choose another flight. Flight picked for me was a week later! So I refused. Was then told my money would take up to 2 weeks to be returned to me. Tried to use as credit . Used the chat function as I thought this may be quicker. Awful service, no customer service experience evident verging on unhelpful and just rude. Had to make a formal complaint and I just didn’t feel listened to at all. Based on this experience I will never use this company again.”

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Posted 3 years ago

“Booked journey, 2 weeks before they sayd need more £350... So I canceled”

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Posted 3 years ago

“This company and their holiday is a horror on the spot, it turned out that Thomas Cook travel agency! did not inform the hotel about my arrival the hotel does not have a room for me I have nothing to eat and where to sleep I do not recommend stay away from this company!”

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Posted 3 years ago

“The worst company out there on hold for hours to the worst hold music . They sell the holiday on their website which is rubbish and once you have completed you get confirmation 10 hrs later and it's not what you ordered then when calling you can't get through ,and when you do they say they will get back to you and never do . Total bandits do not book with Thomas Cook . They have completely ripped me off and ruined my holiday before it's even begun”

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Posted 3 years ago

“Just returned from an all inclusive holiday to Bodrum, Turkey. Hotel was like stef as 5 stars and was more like two. The room was tired and in desperate need of refurbishment. We had to insist mould was cleaned from the shower. We were shown another room which was no better 2 days later so stayed where we were. The hotel staff were amazing so we made the most of our stay but after paying for return transfer we had to take a taxi to the airport to avoid missing our flight. Have emailed and received no response and spent hours trying to get through on the phone. Will not stop until we are compensated for the miss-sold hotel and fully refunded for taxi to airport. Terrible company!”

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Posted 3 years ago

“I was nearly going to book our holiday with Thomas Cook. But it really shocked me when I read people's reviews and I can't see anyone has given more then one star. Now I am convinced the Thomas cook is cooking people's holidays, and lives them in nightmare. So they scam and I will never book holidays with Thomas Cook otherwise I will get cooked up.”

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Posted 3 years ago

“Wish I could give zero …. After service is slow shocking and just sub standard…. Feels like you are just getting nowhere…. Wasted 10 hours plus trying to get through… now trying to self check in to flight and totally hard work Just a load of absolute rubbish for what is an expensive holiday. We travel a lot and never will we travel with Thomas Cook again Rubbish company”

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Posted 3 years ago

Thomas Cook is rated 1.9 based on 176 reviews