“DON'T touch this company even with a "bargepole". This is not the Thomas Cook of older times. (I think the original Thomas Cook was bought out by Tui). These guys have bought a good brand name and just racking in the profits. The telltale signs are the logo has changed (compared to the original company). They have no ground infrastructure (like other reputable holiday providers) in the destination countries. They subcontract everything to the cheapest of cheapest. The hotel and transfer to hotel was so bad that as I wrote my email complaint to them it was 4 A4 pages long. So you can imagine how many things we were disappointed with. They described the hotel as 3.5 stars; I would say it was more like a youth hostel. For example: Hotel did not even provide minimal (on arrival at 11:30 pm) drinking water!!. And that was just a start. The (shared) transfer made us wait over 2 HOURS at the airport (in the cold). When we called their customer service (roaming from Turkey) all they could say was just sorry, sorry, sorry and were asking us to do their leg work to upload "proofs" what we were saying was wrong. WTH I would want to talk to CHATBOT Customer Service when I have problem abroad?; these TC people don't think (more like don't care or don't give a ****). All they could say was "we will contact our contractors (who are in Spain for a UK holiday to Turkey)". You can imagine our frustration, annoyance and anger building up as more and more time passes. You are supposed to be on holiday (not a boot camp). By the way, no one ever contacted us back while we were away. So far No Apology. WE HAVE HAD bad experience with this company; you should avoid having the same. Read Thomas Cook (and the Aroma Boutik Hotel in Antalya Turkey) reviews on Trustpilot. If I could I would give minus / negative rating to TC and the hotel. There are so many negative comments below about Thomas Cook that we concur.”
“We have booked a holiday to Europe starting this April. We had booked the package in December and locked in the price of Rs695000/- for 2 for 14 day tour. First they took months and only by end of February our visa booking was done after multiple follow ups.
Now they are asking an increase rate of almost 50000/- and are increasing it daily. Morning they give one rate and in the evening they give an increased rate. They are also threatening to forfeit our money which we have already paid, if we do not pay immediately. Once they have your neck, they throttle you completely.
Having a horrible experience. Don’t ever book with Thomas Cook.”
“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.”
“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”
“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”
“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.”
“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.”
“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.”
“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.”
“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”
