Thomas Cook Arvostelua 11 751

Cancelled our transfers without our conformation or convent, won’t give us our money back or reinstate the transfer, shambles of a company just on a money making exercise

Just pass the blame on to other people so they don’t have to deal with it, blamed the transfer people for the cancellation and blamed the hotel for the poor stay and said we should’ve contacted them sooner. Absolute cowboys, much much better service elsewhere save yourself the hassle and use love holidays or tui instead much better companys and better after sales team

Unfortunately, our hotel will be uninhabitable due to ongoing renovations. Thomas Cook are aware of this (and also know we are) but even after multiple chats and phone calls from our end all we get is: "Our team is working on this. They will try to find you another hotel and our team will be in touch in due time". Twice I was told my case had been escalated, still radio silence. No one has contacted us.
Our holiday is in three weeks and still we have no update about accommodation. All contact so far had to be initiated from our end.
Truth is, after this experience, we have zero trust they will find us a nice hotel. We do not wish to be reliant on Thomas Cook ever again. If you want to save your team some work, just talk to us. We are happy to have our money back and take it elsewhere.

Disney Package does not include entry to Disney. V disappointing.
Cancellation fees and numerous emails to sort out.

Nikolai helped me assured the incorrect salutation shouldn’t be an issue and just helped giving information quickly and clearly I needed to help my partner who suffers from extreme anxiety

Easy, low deposit and good choices.

Shocking experience, we were effectively asked to pay extra to fix a problem we didn’t cause.

Our New York flight (24th April) was cancelled by the airline. That happens but what followed was unacceptable. We were offered either a significantly worse flight via Iceland with a 10-hour stopover, or a direct Heathrow flight only if we paid an extra £280. We were also told we could fly a day earlier, creating additional issues with accommodation.

This wasn’t a change we requested, yet the solution felt like it came down to “pay more or accept worse.”

We weren’t asking for anything extra, just to go on the holiday we had already booked without being penalised. Instead, the situation was handled in a way that felt transactional, unclear, and lacking any real ownership.

Thomas Cook’s terms and conditions are also deeply concerning I strongly advise anyone booking to read them carefully. Based on this experience, they appear inconsistent with CAA guidance and UK261 principles around rerouting and not charging extra after cancellations.

For a company you trust with a long-haul trip, this is not the level of support you expect when something goes wrong.

The hotel have no communication with Thomas Cook whatsoever. And if they do, they still prioritise other company customers over Thomas Cook.

As a family of 5, I asked time and time again for connected rooms or rooms next door to each other. I was told by Thomas Cook I would get 2 rooms next to each other in the Annex Building. But when I got there I was given 2 rooms in 2 different blocks and the hotel had no other options. It was very distressing at this point.

One of the room's had a dirty filthy pool in front of it as you opened the door. The water was literally dark green with leaves floating in it. The safe key didn't work in the other room. And when I reported it nothing was done.

On the first morning there was no hot water and no communication to say there's no hot water either. The first I knew about it was when I was about to take a shower. When I called reception at 9am ish they had no idea when the issue would be resolved by the maintanence team. The water wasn't fixed until about 12pm that day.

There are so many cats at the resort which became an issue as they were also in the dinning area all the time, walking around your legs and table. And as my son had a cat allergy it became impossible at times for him to eat in there or just be out and about in the resort.

I was not told about this when booking or I would have chosen another destination.

Fast response and information

Really easy to use website, and extremely good value holiday booked

The customer service until the day of the holiday was terrible and the ai thing that we talk to almost ruined the whole experience and nearly cost a lot more money

Super helpful! A little slow to follow up

I have, since booking, found out that Thomas Cook is no longer a tour operator. It is an online travel agent collating bookings from 3rd party operators ie Ryanair and Expedia. The website directs you to book hotels and flights without telling you they will put a margin on the quoted prices! They charged me £218 more for my flights than quoted by Ryanair via Thomas Cook’s own website! This practice is only revealed in their T&C’s sent to you AFTER confirmation of your booking.
I believe this is SCANDALOUS!!

I had a great experience with Olivia. She was professional, friendly, and incredibly helpful throughout the whole process. She took the time to answer all my questions clearly and made everything feel easy and stress-free. Her communication was excellent, and she went above and beyond to make sure I was satisfied. I really appreciate her support and would highly recommend Olivia to anyone looking for outstanding service.

I booked my trip with Thomas cook and there was a sudden disaster at the hotel prior to my trip.
I contacted them via WhatsApp and they advised me of number and email to call. I spoke with Donna who was lovely and explained things so clearly. She took care of everything and managed to save the trip! Would deffo book again with Thomas cook and thank you Donna! Saved the hen do!

Really poor customer service after booking made

Ivelina was very helpful, answered my questions easily and promptly. Sent my payment link and stayed on the chat until everything was resolved.

Booking process and price was good and no complaints with airline but the major issue with Thomas Cook they use a terrible transfer service (Sun Transfers). Delay at passport control and late 15 minutes to meet driver at arrivals as they will only wait 1 hour after flight lands, so any delays your on your own. Spent additional money to get airport taxi.

Very simple to book, competitively priced.

Really easy to book with Thomas Cook and to choose flight seats. Our second time of booking with them.

Booked a holiday and 6 hours the same holiday was reduced on their website, I contacted Thomas cook as on their main search site it states that they will match any price if within 24 hours.
But I was informed that only relates to them price matching with other companies therefore they can do anything they like with their pricing.
I was then called by the Thomas Cook as I raised the concern on What's App only to be told its not there issue.
Thank you I have just seen your response, other companies that use dynamic pricing honour their prices and offer refund to customers if it falls within a set time. Your price match banner is very misleading but I suppose that is how you want it to be or it would be made clearer for your customers.