Thomas Cook Reviews

Name: Thomas Cook
Rating: 1.88

1.9 Rating 185 Reviews

19 %

of reviewers recommend Thomas Cook

Company Reviews

Questions

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

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

“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 4 days 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 3 weeks 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 4 weeks 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 1 month 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 1 month 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 2 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 2 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 3 months 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 3 months 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 3 months 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 3 months 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 3 months 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 4 months 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 4 months ago

“A horrible experience with Thomas Cook I would like to share the horrible experience I had with Thomas Cook recently related to booking References CFT2501664 and CFT2502021 under the TCS 2.0 regime. Despite the brand’s reputation, we faced several serious issues: A disorganized and frequently altered itinerary Poor quality hotels and rigid transport arrangements Hidden charges and duplicate insurance billing (refunded only after escalation) Little to no support during or after the trip What was most frustrating, however, was the post-travel response. I escalated the matter to senior leaders — including Mahesh Iyer, Syed Sarmad , Rahul Jaggi— but received no meaningful resolution. Mr. Sarmad, in particular, failed to respond despite repeated follow-ups, which I found deeply unprofessional for someone in a senior customer-facing role. This experience has severely damaged our trust in the brand. I share this not out of malice, but in the hope that Thomas Cook India takes accountability and improves its customer care standards.”

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Posted 5 months ago

“Went on European Express tour in June 2025. The tour was like a road trip where we travelling for hours together every day to spend around 2 hours or even less and the tourist spot. The support of Thomas Cook team is NIL particularly when there is a crisis, like someone stole our cash and jewellery from the hotel room booked by Thomas Cook but there was no support from Thomas Cook. Considering the amount that we had paid, Thomas Cook was a big disappointment and I will not recommend it to anyone. Poor arrangements, more of road travel and no support to be precise.”

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Posted 6 months ago

“My Holliday was scheduled for 8/06/25. Than I found out that I did a huge mistake to booke the Marabout hotel and wanted to change it. I had a trouble to do it. I fully payed for this disgusting hotel which was a present for my son birthday. It was £1290. I asked for upgrade.Another bad hotel cost me £220 so until here I fully payed £1517. The Upgrade was on hold so I wanted to change it with another, may be better hotel,which price was £1790. They asked me to pay them £880 on top of the already payed from me £1517.Means the upgraded hotel will costs me in total £2387 instead of £1790…I’m already tired to continue but have a lot more of telling and screenshots of conversations for prove in the end they literally make me to give up and stick on my first booking ;( …Just had the most bad Holliday in my entire life! And it was to make my son happy for the first time. Hope I helped people with my story! Ps. I booked another stay from Rbnb and payed £380 for it because it was impossible for us to stay in Marabout hotel where in the reception I was asked to pay on top of my £1290 a £80 more for kind of fees… the place by the way was literally DISGUSTING ,DURTY, receptionist very rude… We let and never used this hotel but didn’t had any refund for that…I’m so disappointed from all my experience of Thomas cook and Marabout hotel that I don’t have any words to explain the real feeling of that!”

Thomas Cook 1 star review on 10th June 2025

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Posted 6 months ago

“Disappointing Experience with Thomas Cook Forex Services I was given misleading commitments while purchasing the forex card from Thomas Cook. I was promised an international SIM card with 6GB of data, but after the card was sold, there was no further response either from the SIM provider or the Thomas Cook representative. Additionally, during my trip, I faced a currency shortage and despite multiple requests, there was no timely support for reloading the card. I had to rely on my credit card to manage expenses. Given this experience, I would not recommend Thomas Cook for forex services. It’s better to go with reliable, known vendors who actually deliver on service and support during international travel.”

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Posted 8 months ago

“Highly Disappointed ,Irresponsible ,We were in Kashmir during the Pahalgam attack and no one from Thomas Cook has reached us asking our safety.Very Irresponsible team .We will not prefer to travel with Thomas Cook again in future .”

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Posted 8 months ago

“Not at all responsive for any query.No one receives the ph if we want to communicate. Everything is lagging. Don't choose Thomas n Cook for your travel. Highly disappointed”

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Posted 8 months ago

Thomas Cook is rated 1.9 based on 185 reviews