Thomas Cook Reviews

Name: Thomas Cook
Rating: 1.88

1.9 Rating 185 Reviews

19 %

of reviewers recommend Thomas Cook

Company Reviews

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Metrics

1.9

Based on 185 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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“Useless people ask for much more documentation than is mandated by the government. They also have the highest charges compared to all other means”

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Posted 1 year ago

“Do not book with Thomas Cook. It would be easier to book everything yourself.”

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Posted 1 year ago

“Rip off merchants… not real travel agents!! You are better off booking everything yourself. We booked a holiday in Florida all paid for, flights, disney tickets etc only for them to call us literally hours before we got on the flight to say that the hotel we had booked was not available any more!! There was absolutely nothing we could do about it with three excites children and having already paid for park tickets etc. They put us in an inferior hotel with no bars or restaurants on site. We complained when we got back but they literally ignored us… went through ATOL who said that we had to wait for Thomas Cook to respond before they could do anything … they never responded!!”

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Posted 1 year ago

“Appalling Customer Service. Not a 4 Star Hotel. Misleading website Information. I booked the holiday via Thomas Cook travel and we were looking forward to a nice relaxing break based on the information on the Thomas Cook website and the La Laguna Hotel website. What I was expecting as per the information supplied and what we experienced fell far below the standard of a 4 Star Superior Spa Hotel from the descriptions advertised. Once in our room we were not impressed as the room looked out on a raised covering that had limited view. The room was in need of updating and looked to be the same décor since the hotel was built. The bathroom had a bath with a shower hose that did not look safe to be standing in. I went to reception and asked to be moved and was told the hotel was nearly full and all the rooms were the same. I was offered a Junior suite for an additional charge. I was happy to pay for an upgrade and I asked to see the Junior suite hoping it would be a vast improvement but it had the same outdated decor and bathroom. I declined this as it was not worth any additional cost and settled for another double room on the 2nd floor. This was not any better. The door was falling off the cupboard where the fridge was enclosed. The beds were uncomfortable and well used. There were some loose floor tiles in the room when walking. The air conditioning, even when it was turned off at night still, had noise coming from the ducting in the ceiling. The morning after arrival I went to use the "Gym". This looked like a converted bedroom with very little machines to exercise with. No exercise mats were available to put on the floor. Air Conditioning did not work. The TV did not work as no remote control. There was a toilet shower room in the gym but it did not have any towels or soap and the shower area had never been completed. Some of the gym equipment was not safe to use. When I spoke with reception, they advised I let them know in advance before using the gym so the air-con could be turned on. On my next visit to I informed the reception to turn on the air-con but after 20 minutes nothing was done and it was impossible to use because of the high temperature. At 9.30am the same morning we went to the Hotel restaurant for breakfast and joined a queue waiting for available tables. The restaurant was very busy and had only two waitresses working. I noticed queues waiting at the coffee machine and at various areas of the buffet bar. It was chaos with no organisation from the staff. We finally got a table after 15 minutes and then queued again and had long waits for fruit, cereals and hot buffet items to be replaced. The 'hot buffet' food was never hot! This breakfast service did not improve as the week went by. One of the coffee machines was out of service the following day and was still out of service for the remainder of the week. The hotel pool was closed for a day and a half and no communication or apologies were given to the hotel guests to inform them what was happening. I asked could I use the pool at the Spa but was told it would be an extra charge. The sunbeds around the pool area were well used and extremely uncomfortable. Hotel La Laguna is not a 4 Star Hotel. It was understaffed and the hotel reception were not interested if you raised any issues with them. The hotel rooms require a major update and it's overpriced for the appalling service received. It is clear if you book a standard room with Thomas Cook Holidays at this hotel you will get one of these outdated rooms. Thomas Cook Holidays website does not have any photos of the rooms. I would not recommend the Hotel La Laguna or Thomas Cook Holidays as both companies advertise misleading, false and incorrect information. I have written to the hotel to highlight the above issues but they have not even acknowledged my complaint and replied. I guess they will reply to this once it’s on Tripadvisor with the usual scripted response. I have also written to Thomas Cook Holidays but their response was if I had raised the issues with them when on my holiday they would have got them resolved ! I don’t think so !”

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Posted 2 years ago

“Had a terrible experience with holiday booking took me while to find a perfect holiday, after purchase I have received holiday confirmation without flight confirmation and money has been taken from my bank. Two days later I have bean informed that flight prices gone up and additional payment of just under £80 is required. at this point I have accepted the price rise but the next day I have received another email with price rise this time by nearly £400. During the conversation through chat because its impossible speak with Thomas Cook over the phone and bean told "team that takes care of these in departure date order. The urgent bookings take priority and are taken care of first" You don't have to be a travel agent to know that flight prices will likely change 3 days later. On the end I cancelled my order and I will never use Thomas Cook again”

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Posted 2 years ago

“Booked holiday. Holiday was not what was sold. Many things advertised not available. Contacted Thomas Cook via Facebook messenger whilst away logging issues. Made complaint when back with photo evidence. Hotel denied even with photos. Thomas cook were not interested. Not the company it once was and certain not the customer service. Never will book with them again!”

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Posted 2 years ago

“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.”

Thomas Cook 1 star review on 19th August 2023

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Posted 2 years ago

“OTALLY RIPPED OFF ! GOOD LUCK TRYING TO CONTACT THIS COMPANY !! Booked a package holiday on Tuesday night and paid in full only to be told on Wednesday that the hotel wasn’t available. After hours of trying to speak to a human we were told to reselect another hotel - This was also unavailable - We checked online and they were still advertising the original hotel so when we pointed this out they said we could rebook this hotel only to be told that it was unavailable again !! We asked to cancel and they said we can’t cancel the flights or holiday insurance !! AS OF 6PM TONIGHT THEY ARE STILL ADVERTISING THE ORIGINAL HOTEL AND PRESUMABLY TAKING BOOKINGS THEY CANT FULFILL”

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Posted 2 years ago

“No way of contacting Thomas cook they have a WhatsApp and chat but you are simply communicating with an automated service, despite several days of trying to contact them no response from there apparently wonderful chat buddies who don’t appear to exist! Will never book with them again! Your chat seems to go into cyberspace never to be responded too! Appalling service!! I’m ok to communicate on chat and WhatsApp but I do expect a response!!! Three days later and I’m still typing into cyberspace!”

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Posted 2 years ago

“Never book with this company. The CEO is a waste of time! We wasted over £1800 on a holiday in Turkey. Ripped off at every step of the way. Thomas Cook make sure that they con you out of your hard earned cash. Book you in a annex instead of the advertised hotel. Don't arrange transfers. One complete disaster! Never book with this (once great company, now underhanded charlatans! Don't bother contacting the CEO Alan French, he's couldn't care less! I assume that he will be sacked soon, as he is useless!”

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Posted 2 years ago

“The main problem is that it is impossible to actually speak to anyone. I got sick of bots!!! Everything is so generic and when i had questions about a specific problem, I found it very time consuming and difficult to get an answer to the simplest of queries. I feel like I have paid premium price for organising a holiday but done all the work myself”

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Posted 2 years ago

“Apalling! - The booking system wouldn't take payment from my PC, only my iPad? - Then I receive an itinary from Ryanair, asking me to login to a Ryanair account, then upload a 'selfie' and a picture of my ID?? - Oh, yes, of course, 5 pages of T'&C's to agree to first? - Just cannot contat anybody either?? - Tried Phone, 'Chat' and WhatsApp, all making you jump through fiery hoops to get nowhere. - Cancellation now will incur fees with both Thomas Cook and Ryanair. - I hope they go bust!! - Don't use them!”

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Posted 2 years ago

“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 3 years ago

Thomas Cook is rated 1.9 based on 185 reviews