Just returned from a holiday to Cuba which was fantastic. Unfortunately the whole experience was let down at the last hurdle, the flight home.
Having paid good money to pre book seats to ease my travel problems I thought there could not possibly be a problem. Checking it a Cuba soon changed my mind and opinion. Needing assistance I was taken in to the terminal in a wheelchair only to be told I did not have pre-booked seats, they were not on the system. Having been left for almost an hour at the check in desk I was told my seats had been allocated to other passengers and that I could have an middle and aisle seat. I have a problem with my back and left leg, I need to have my left let extended which is the reason for booking seat 37H & 37J, two seats together with a third seat to my front left so I could stretch my leg without fear of being wacked by a trolley or the constant stream of passengers to the toilet. I was told I would be alright with the aisle seat, when I mentioned the trolley and passengers the Thomas cook rep could net get in to his head what I meant.
Anyway when I boarded the aircraft I explained my problem to the crew who said they would try and help. Firstly they did not know the flight was fully booked, I knew this months before flying out. A couple agreed to swap seats with us having been offered free drinks but they were not the seats ordered and only slightly helped with my problems. The crew were great but could only do so much.
In conclusion, I having paid well in advanced for my pre-booked seats spent the worst nine hour flight of my life in agony unable to relax throughout the entire journey.
Having contacted Thomas cook twice via telephone and once by email, having been promised my request for my pre-booked seat cost’s to be refunded I am still waiting over two weeks later and judging by the queues on the telephone to Thomas cook complaints I am not the only one.
Another company eager for you to part with your money only for them to not give you the service for which you have paid and keep you waiting for your money back. For a top company this is a poor performance.
We stayed in Turkey last year with Thomas Cook, never again will we travel with them, service, product and aftercare is shockingly bad, there are some good people working for them, but on the whole they are extremely poor. The holiday was shocking, and there was no effort to resolve in resort ( all our hotels are the same the rep said ! What a recommendation!), and no attempt to resolve it on return despite several reasonable attempts by ourselves, and others at the same hotel - the parkim ayaz in gumbet if your interested ! The sooner Thomas Cook go out of business the better for the travel industry as a whole I think ! Very, very, very poor, I cannot recommend enough that you do not book with them under any circumstances. Stay clear, spend your hard earned cash with a better company for better service and care. DON'T JUST BOOK IT ! DON'T EVEN CONSIDER IT !
On a dream christmas holiday to Miami in Dec 2012, we had paid a significant supplement for a balcony room with a sea view. On arrival at our hotel, what we got was a a room overlooking the carpark, without a balcony, not exactly our Miami dream!
After the first night hotel found us a balcony room, but it meant that 2 adults had to squash into a double room with our 2 strapping lads. Again this was not the larger Queen room we had paid for. Once we were back home, Thomas Cooke have refused to refund the supplement or any kind of conpensation. Their customer care service is appalling, and took 2 months to even acknowladge our complaint, let alone deal with it. It is still unresolved as we have heard nothing further from customer service department, the only communication has been from the Travel consultant, who although has been polite, she does not deal with complaints, nor has the authority to resolve this for us. I would never use Thomas Cooke again, they take your money but you dont get what you paid for. They do not pay attention to detail and their customer care is non- existant.
I would like to just take some time to send you an extremely complimenting review regarding an employee of thomas cook; Louise page. Today I booked a flight to San Francisco through netflights (thomas cook) which i booked online and i had never chosen netflights before today and have to say I am overjoyed by the amount of customer service I was given by herself. Louise Page truly went the "extra mile" with her customer service and I am very pleased to say I will be using netflights again to fly and will be asking to speak to Louise personally. Again as I said, incredible customer service and I was absolutely blown away. Please thank her personally for her impeccable service.
Would definitely use this company again.
Thomas Cook - well done - nice little short break in Tenerife in Punta Brava in March.
Hotel was as expected and our rooms were well located, overlooking the pool with a nice view (We didnt have a big budget but it did everything it said on the tin). Staff were friendly and the holiday was enjoyble.
Would use again .
Having recently had to endure a night mare flight of 6hrs from Eygpt with Thomas Cook Airlines, ie allocated seats on row 40 of the aircraft on an aircraft that was so old there was no in flight entainment sound or tv, one seat on row 38 was broken and not in use, the cabin staff were working in such small and narrow aisles that passengers could not get to the toilets when the trolleys were in use. At one point on the flight we experienced voilent jet stream turbulence which was quite dramatic, there was no explanation from the Pilot or cock pit staff to explain or to apolize for this, one of the stewards said the communicatoin system was not working, so this gives you great comfort, As any who has been seated on row 40 on these old aircraft will know trying to eat your meal is not a pleasant experience. So I thought I would contact rhe new Excutive Director of Thomas Cook holidays, who in the in flight magazine writes to wish all their customers a very pleasant time on your holiday etc and also writes to say there are better times ahead for Thomas Cook. After our flight I invited Ms Green to travel with myself on the same plane and sit in row 40 for 6hrs. Guess what no reply from Ms Green, but a reply from her assistant in the directors office, with an apology for having a bad flight. I can say this is all I expected from this company. This is why the company have problems when they have so many dis satisfied customes. Fred Mantle
I have been traveling with cooks for many years but this next trip will be my last . We have been bumped to an airline that has problems with old stock in reports from last year the seat arm were held together with tape and very badly worn which gives an indication of the servicing and general state of the air line ,this of course may or may not be the case .But when you pay extra for a big name carrier you expect to get what you pay for . When I complained I was told to read the small print on the booking form .And there was nothing I could do about it . I must say I am not happy with flying with an ex eastern block air line And think the treatment I have received when complaining makes me think they have known about these changes for more then they say its not a sudden thing but planed
My partner & myself feel totally let down with our holiday that we treated ourselves to over Christmas & New Year which cost us over £3000. When we checked our luggage in (evening before) one of our Cuban visas had a crossing out on it as I had made a mistake when completing, we were advised to get a new one in the morning. When we arrived at Services for a replacement, we were told it would cost £20 for a new one, this charge was not mentioned the previous evening or in any information sent through by Thomas Cook. We paid extra for 'Choose your Seats' & asked if we could go into Premium on the outbound flight only to be told that it was not possible to allocate as it was something that your computer systems did at random, surely you should be more fair & do a first come first served basis for this. The in-flight entertainment on the seat I had chosen & paid extra for was faulty, therefore, the nine hour flight seemed even longer as I wasn't able to use the headset (which I also purchased on the flight) as the connection did not exist in the arm rest. We also paid extra for in-flight meals, but it was not checked who had or hadn't paid extra for these as on the outbound flight, everyone on board got a meal regardless, the lady sitting next to me didn't pay but still got one, maybe I could have saved myself a bit of money.
Our room at the resort was terrible. It was very damp & musty with the bedding damp most nights when we went to bed, my partner & I returned home with bronchitis, resulting with my partner spending 6 hours in hospital with breathing problems, he also got taken to hospital by ambulance it was that severe. The bath in our room was surrounded with mildew & the toilet leaked from the pipes at the back resulting in the bathroom floor being constantly wet.
We have used Thomas Cook (a couple of times another company within the Airtours group) for all our holidays over the past 12 years & can't even begin to imagine how much money we have paid to your company over this period, the saying 'You get what you pay for' should apply, £3000+ for a holiday is not a small amount. We are seriously considering using alternative holiday companies in the future even if it does cost us more money for our holidays, as we feel totally let down by Thomas Cook this time & would not wish to risk having another holiday like the one we have had. Sent an email to Thomas Cook 10/1/13 & to date have still not had closure on it despite having to send further emails chasing a response from them
We travelled to The Gambia on the 21sr jan and stayed at holiday beach club. The owners wife was very rude to my partner after we had complained about another guest. She stated your just a poor African and your opinion doesnt count!! he is a British man but this does not matter!! We sent a complaint and have heard nothing back! It's 2013!
I will never again book a holiday with these bafoons. I trusted these people with my wedding , aswell as my holiday/honeymoon. I felt i had no help with the organisaion of my paperwork for the wedding prior to our holiday. When we arrived at our hotel, we were given the smallest, grottiest rooms you could imagine, with 2 single beds pushed together, not what i imagined for my wedding/ honeymoon. Next day, at our welcome meeting, i asked the rep about our wedding, wanting to know more about it, as i had had no information from Thomas cook, about where or how i was getting married, just my imagination from the photos in our brochure. And i was told that she knew nothing of a wedding booked by us. My heart sunk, panick set in.
We had nothing but a nightmare from there. Family issues meant that we had to fly home immediatley two days in to our holiday, we had to get flights home with Thomson.
We managed to get back into resort, two days later, my parents were still in resort, and they had managed to sort the wedding planning out with the rep, while we were at my sister in laws hospital bed side.
Back in resort, our rooms had been gutted, no toiletries were left in our rooms, like had been promised, everything was gone. We had to go out and buy more things. Just glad i didn't leave my wedding dress there, dread to think where it would have ended up.
Two days later, my husband to be, run me a bath, a way to unwind after a terrible start to our holiday, i pulled the plug after a long stress free soak, and i started to hear funny noises, like water pumping, i looked over at the toilet, where the noise appeared to be coming from, to see that the drain at the side of the toilet was pumping out with water, and not clean water, it was a yellow colour and had faeces in it. My partner came running in, after hearing my screams, he grabbed me and put me on the bed. i was just worried about my wedding dress hanging in the cupboard. He went downstairs to reception to tell someone and the hotel just sent a maid up to mop up the dirty water, the corridors were covered in this dirty water as well, the flood was quiet substantial, the corridors were about a centimetre under water, it was going from our bathroom under the front door into the corridors. We weren't offered a new room.
The next day we spoke with our rep about the wedding plans. She told us that we couldnt get married where we wanted to,(at our hotel, on a wooden jetty) and that we was to get married at a hotel a couple of doors down. I know she did her best to organise a wedding in such short notice, however i wouldn't have booked this particular hotel if i hadn't have wanted to get married there.
Our wedding day came, we were to get married at 5pm, at 3pm had a text from the rep, her computer was down and we couldn't get the music that i wanted for me to walk down the isle. We had to use my partners phone, and use the only love song he had on there. Our wedding day was nice, but not in my eyes what id payed for, my partners family had had to go home two days in, but never got to come back over, so there was just me, my now husband, my mum and my dad.
The nightmare didn't end at home. When i got back home i wrote Thomas Cook a letter of complaint, because of the ordeal we had been through, only 3 months later i receive a reply saying that its my word against the reps. That there is nothing they can do. That i should be happy because i got married. The letter contained lies, saying that i apparently received a wedding pack at the airport on arrival, which i didn't, i didnt even receive a welcome pack, the only reason i knew what time the welcome meeting was, was because my partners mum and dad was on the same flight as us, and they had had there welcome pack. im just so angry and don't feel like ive been treated fairly. I'm far from a bridezilla, i just cant believe someone can be so uncaring about someones wedding day and holiday.
I even phoned the executive directer, whose name appeared on the bottom of these replies, Mr. Phillip Pidgeon, for him to laugh at me on the end of the phone.
Its been nearly 10 months since i got married in Zante, Greece at the Alexandra Beach Hotel, Tsilivi, and i still haven't received my wedding certificate, Mr Pidgeon told me that it could take up to 12 months to come, the rep on holiday told me four weeks. Bit of a difference ay?
I will never again go on holiday with Thomas Cook and i suggest that you steer clear of them aswell, unless you want a holiday filled with disaster. And no resolve after 10 months of complaining.
Tracey Lewis vond deze beoordeling nuttig
Its me again and I am giving you the same reveiw that I have given Cosmos as the holiday was booked through Co-oP travel which you have taken over and since whose level of service has deteriorated since that take over.
I recently had to cancel a holiday that was booked with Cosmos through Co-oP travel because of a very serious illness. This holiday was cancelled at very short notice and as a consequence I lost all monies paid, and that included all supplements and taxes.
Because I was going to be away for 3 weeks I sent my books etc by post to the hotel. as that was cheaper than paying for excess baggage weight. This parcel was received by the hotel, and I emailed them asking them to send it back to me. They replied that it would cost me 15 euros for them to do so. I replied that in view that they had received payment for my cancelled 3 week stay the least they could do was to send it back at their expense. This they have refused to do, but did offer to hold onto it until I next booked at the hotel, In that email they also stated that COSMOS could not help in getting the parcel back to me.
WHY HAS THE HOLIDAY INDUSTRY BECOME SO VERY VERY GREEDY??????
THIS HOLIDAY COST ME NEARLY £750-00 AND AMONGST THOSE LISTED BELOW NOT ONE COULD DO THE DECENT THING AND ARRANGE FOR THE RETURN OF THIS PARCEL FOR A MISERLY 15 EUROS.
I am fortunately insured and will I hope get my money back. but for a miserly 15 euros I would have expected for the sake of customer relations some one along the line to have done some thing about getting my parcel back to me.
THE 4 COMPANIES INVOLED ARE Co-oP TRAVEL
HOTEL ALCAZAR Monte Gordo Portugal
I DID NOT CHOOSE TO BE TAKEN ILL AT SHORT NOTICE, HAD I DONE SO MY CHOICE OF ILLNESS WOULD NOT HAVE BEEN LIFE THREATENING. H W Atkins
IF ANY PERSON FROM COSMOS DOES READ THIS THEN I HOPE THEY ACT UPON IT. THEY ALREADY HAVE ALL MY DETAILS ON THE INVOICE FOR NEARLY £750-00 SENT TO ME.
UNFORTUNATELY I HAVE HAD TO LEAVE A 1 STAR RATING.
EVEN THAT IS FAR TOO HIGH FOR THIS LEVEL OF GREED
We booked a holiday with Thomas Cook online, got to the payment and paid, then the site crashed!!! We phoned and was told we could get a better deal by phone and the woman would call back the following day. She did call back but no deal was offered. We had no confirmation of the booking in spite of the money immediately coming out of our account. Two phone calls later (we were given different numbers to call every time and was on the phone over 2 hours) we decided to visit a Thomas Cook shop to see if they could sort it out. No they couldn't but they gave us a number to call. We were back to square one, being passed around all over the place. Eventually it emerged that yes, our money HAS been taken but there was no record of our booking!!!!!!!!! We are now waiting for a call or email confirmation of the holiday. I doubt if we will get it as the team don't seem to be bothered at all. I am disgusted with the attitude and really just want my money back so we can book with a company that know what they are doing. Avoid at all costs is my advice
Tracey Lewis vond deze beoordeling nuttig
I've asked if it is possible to arrange a holiday with the flight from the other country and come back to London. Lady from Wood Green branch said that it is impossible. She told me to find flight tickets myself, she could only arrange hotel for me... While the other travel agency arranged it with no problems! When I asked the lady which hotel would she recommend, she just showed me the list of hotels for my price... I can do it at home !! The lady wasn't rude, but it wasn't helpful at all...
We were mis sold an excursion last year in Cyprus, we specifically asked the rep how long we're you on the coach for between stops, we were told no more than 30 mins, one was two hours. We wouldn't have booked it having a teenager with us as we have fallen victim to this once before and vowed never again. Even the "wine tasting" was an eighth of a glass.. Really poor.
Three appeals to the customer service has resulted in what I term as rude and abrupt replies declining any type of refund or apology, they even suggested that a traffic hold up may have contributed to the long journey, complete rubbish.
There is no way they can say that we weren't mis sold but it was not as described and there last reply was that's the end of communication get legal advice If you want. Very rude I will never use Thomas Cook again so working on approx £4000 per holiday for the next say 20 years that's £80,000 they will miss out on all for a refund of half the trip that's I would have accepted.. Well done Thomas Cook all for an apology and €50. Well done.
The initial booking was easy. The staff were helpful and the details were emailed almost immediately. So I was hopeful it would be a great holiday.
We arrived at the airport with the standard cabin bags (too big for Thomas Cook). The bags weighed 6.5kgs and 6kgs much less than the usual 10kgs (too heavy for Thomas Cook) and we were charged an extra £60 and our bags were put in the hold. Nowhere on our check in information was the case weight and size stated.
The flight attendants were polite and friendly, but everything on the fligt(except the toilets) costs. No arrival forms were given out on the plane so there was a scrabble at passport control to get forms etc.
The A2B transfer service was good and the driver was friendly and created a holiday feel to the trip.....
Once we arrived at our resort...no rep to greet us - unlike the TV ad - in fact there was NO English information available and we had to demand that a rep came to meet with us the next day..... If you want to feel your holiday experience is important to you travel company ......find a different company!
Thomson holidays all the way!!!!
Do not bother with these muppets! Once your bank account has been plundered they couldn't give a toss. 3 months to receive a reply which just showed they couldn't care less. I would rather go for a wet weekend in margate than ever give these another penny.
My husband & i used Thomas Cook for the first & last time for our late summer break to Cyprus in September/October. We booked the Marlita Beach which is 4*, with fabulous photos on their website i wasn't too concerned as i thought all Holiday companys * system was the same... How wrong was i!
Firstly we were delayed for 2hrs, the Plane was so old it still had ash trays, the foam was one huge hump in the middle of the seat & the Emergency exit was blocked by all the binbag rubbish accumulated on the flight, & we'd paid for an upgrade.
On our hotel arrival were sent to an appartment that wasn't fit for raising fleas in, it was filthy, with dirty used tissues between the sheets, thick mould from floor to ceiling in the bathroom & the aroma of urine burnt the back of your nose from the corridor, holes in walls, coving hanging off, you get the idea, it wasn't the Lowry. We immediately rang the emergency help line to be fobbed off & told to see the rep when he arrived on duty at 9am, Refusing to stay i waited for the manager to come on duty & went straight to him, The manager instantly gave us the choice of 2 other rooms, the first was A block & refused without even going inside, it smelt just like C block. The second was F block & just like the rooms advertised, lovely fresh, modern & away from the main hotel with its own carpark so we didn't have to venture near the hovel. surprisingly we saw somebody happily staying in our original room (how they must live at home makes me shudder)
Our return journey was delayed for 7hrs & the only saving grace was they sent a Thomson plane. If Thomas cook offered my a round the world holiday for free i wouldn't accept, they should be ashamed of the standard of holiday they offer & the incompetence of all the staff, its no wonder their on the verge of going under
Travelled last summer to Turkey with my husband and had a wonderful time there. The hotel was great, beach was amazing and everybody was really nice! Booked online (thomascook.com), was super easy and fast and could take all the time I needed to check out the different offers. Much better than with a travel agent that bugs you every minute. Call center was also very helpful when I had a couple of more questions and could resolve everything in short time. Definitely recommended, especially if you work hard and want to get the maximum for your money without spending hours on choosing the right options.
I travelled last summer with Thomas Cook to one of the wonderful greek islands (Santorini). Hotel was amazing, food lovely, weather perfect (a bit chilly in the morning which was ideal for breakfast and likewise in the evening for dinner), people and staff were always on call and overall the experience could have not been better.
Hotel when comparing price/quality was actually quite cheap: A private vila with swimming pool, privacy, white walls, nice terrace, bottle of champagne ... you get the idea.
I am planning to book again onto the same hotel with the same company as it does not get any better.
Katja Machemer-Noonan vond deze beoordeling nuttig
We spent 2 weeks in turkey pashas princess this oct when we complained about anything julie the rep went on the defensive of the hotel and staff . Well do we not pay there wages and are they not there to sort out our complaints not stick by the hotel no matter what, she made us put complaint in writing about food when all we wanted was for her to sort it, we did as she asked and after tat she cut us dead for the rest of te holiday and didn't even say goodbye when we left, absolutely disgusting she should be fired as she is there to protect the holiday maker not sun herself . The hotel itself has been taken over and food was cold every day the rep had a word with them and that eve only it was warm. My husband was ill due to greasy food being placed back in fat to warm it up, I got through 3 boxes of Imodium .
We spent over £4000 for me, my partner, my 2 year old daughter and my 8 month old son to go to Florida for 1 week last July. We thought the price was expensive but was willing to pay it for a special holiday that we'd saved a long time for. On the flight on the way out their we were told there was no request put in for meals for our children or my partners mother who is coeliac. Me and my partner shared our meals with them so we were all very hungry on a 9 hour flight! We were told the accommodation was 4 star but was far from it. When we arrived the hotel had no record of our booking so spent the first few hours, in intense heat, in reception trying to get in touch with Thomas Cook and get a room sorted. The hotel were fantastic at sorting us out a room and helping us with the problem but the room we were eventually given was tiny, the cot was ancient and our daughter was expected to sleep in the sitting area on the pull out bed. It was NOT a room worth £4000! So for the whole week our daughter stayed in our bed with us so none of us got a good night sleep all week (well except my daughter!). We managed to enjoy the holiday regardless but complained when we returned. It took months to get a reply and when we did it was a letter just to say they would investigate. When we chased again we got another letter basically saying we should've complained to the hotel at the time about the room, the reservation not being passed on was down to a third part company that they booked the holiday through themselves and the flight meals were down to the airline. We didn't get any compensation or even an apology, which is all we wanted to restore our faith in Thomas Cook. We said we would never use them again, but I called them to get some prices for a last minute family holiday this year and was basically told to do the work myself and look in brochures because until I had an idea of a hotel I wanted they would only give me a rough price! Disgusting service. I will not use them again, and will stick to it this time!
Tracey Ball Gore vond deze beoordeling nuttig
Booked a hotel in Italy through them this summer as they seemed to have really good rates. Big mistake - their communication is dreadful and they completely failed to understand the concept of "children sharing same room as adults". Another woeful example of bad outsourcing.
We booked a villa in Orlando Florida with Thomas Cook but when our confirmation came through there were no directions to the villa rental company Thomas Cook use in Florida.
We were told that they don't give out directions because the roads are continually changing. Not good enough!
Consequently, when we arrived we spent three hours driving around Kissimmee, in the dark, with two young children in tow.
We finally managed to contact the villa rental company and were able to find our villa,(despite being hung up on and then put on answer machine!).
I sent three emails to Thomas Cook Customer Services and received no joy whatsoever. Their rep tried to blame us by saying that they advise all customers to contact their offices 72 hours before travelling to obtain villa details but our confirm said 24 hours or 7 days prior (what confusion?). They absolutely refused to offer any compensation, for our extreme discomfort, at all.
I would advise all customers to check your confirmation very carefully before travelling to Orlando and iron ourt any discrepancies before you go or simply, avoid Thomas Cook altogether!!!
Have booked several holidays through Thomascook.com and would recommend them. Site is easy to navigate round, holidays have been superb with an option to review upon return. Payment pages very secure, would use again and recommend to a friend :0)
Me and my partner recently went on a skiing holiday with Neilson (the ski package company of Thomas Cook). Although the actual holiday was fine the flights were absolutely terrible. The outbound flight was delayed by 3 hours and the return flight was delayed by 13 HOURS. During this time in spent in the airport the 250 passengers were given a single bottle of water and what can only be described as uneatable mush. We therefore spent an additional £55 of our own money on meals in the airport.
TC made no effort to ensure that the flight delay was minimised (the flight duration was only 1.5 hours, so another plane could have potentially have been despatched 11.5 hours prior to when we finally took off). When we finally arrived back in the middle of the night, TC would not help any passengers who had missed their train get home, so we spent an additional £70 on a taxi home.
After writing to TC on 3 occasions (and each time waiting over 3 weeks for what can be described as 'template' reply) they offered a mere apology and 'Hoped we would consider flying with them again soon'.
I discourage anyone from flying with TC or any TC brands, as the service you are likely to receive will probably be terrible!!!
Flew with Thomas Cook to Tenerife and to be fair the flight was OK. Did notice on boarding how tatty the cabin crew appeared to be! They were not that customer friendly either. The in-flight meals were very poor both out and inbound (considering the cost I would have expected better). What went wrong - you wouldn't have encountered this at one time from a company with a good reputation? Put off from booking with them again so back to Jet2 for me!
they could have just said get lost go buy it from round the corner we dont want your money but telling me yes we sell them they are £18 + £20 that we charge for printing out the ticket, the bus drivers will sell them if you ask they just ring up the office!
Will never fly Thomas cook again, after spending two weeks in Egypt, arrived early at airport to check in, only to be told we wasn't on the flight seating list, so had to wait over hour and a half at desk till last people checked in on flight to see if there were seats for me and husband and 6 year old son, not happy, nearly missed the flight because of the chaos at airport, absolute farce!!!
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