Thomas Cook Airline

The customer service does NOT exist once they receive your money. I would not recommend for my worst enemy to consider booking with them.

I advised the company of security concerns which were reported along with vegging staff members who became aggressive and illness/vomiting which my child

incurred whilst on holiday. In addition I reported that the VIP taxi driver arranged by Thomas cook had failed to collect us which resulted in us having to arrange an alternative taxi to prevent us from missing our flight which was a huge £200. I contacted their emergency number they request you to do so however nobody answered..... I made contact via WhatsApp to TC who requested for us to book a taxi and provide the receipts and a refund would be expected within 10 days. I returned back from my vacation and have communicated with TC who offer different information and dates for my full reimbursement. Initially they attempted to give me the amount of the original cost for the pre booked taxi rather than the emergency taxi which was obviously more expensive. They are aware that we incurred expenses from making contact with them by telephone, using our data, taking a taxi to the cashpoint to withdraw the money from the cashpoint etc and have disregarded to provide us with any compensation or voucher for the financial loss not to mention the huge amount of stress that we endured. I have found that they have been horrible and I do not believe that they know what customer service is as I have not experienced a decent level from them considering the circumstances. I would urge anyone to think twice about booking with them and the taxi they provide as you may be left stranded like my family. 

I booked a package and have had absolutely disgusting service from their customer advisor. My flights have been changed, which the company were aware of as TUI contacted them in April, however this was never conveyed to me - I never received any email or confirmation whatsoever that my flights had been changed, which their advisor did confirm. These flights are not suitable at all as we have young children and the timings are completely ridiculous and we are not getting what we booked or paid for at all, and not only that but the attitude of the advisor that I spoke to was disgusting - when explaining that the times weren’t suitable for us, their response was that it was only a few hours and didn’t make much difference - COMPLETELY unsympathetic with a not their problem attitude. The flights changed in APRIL, and they only emailed me now confirming because I got in touch with TUI and then them, so this is through no fault of my own whatsoever. If they had informed me at the time then I’m sure I would have been able to look for more suitable timings and change flights, however I cannot afford to pay the difference between flight dates to change to an earlier date and more suitable time, nor should I be expected to seeing as they are the ones that didn’t inform me of the change when they should have and I’ve done nothing wrong in this situation. I am extremely dissatisfied with the lack of understanding and assistance that I’ve had with this matter from this company and their staff specifically - this is supposed to be our honeymoon as we are getting married only a few days prior so really did not need this stress. And I have had no kind of resolution even though they are the ones at fault. Safe to say I will not be using Thomas Cook again and my reviews will reflect this. Extremely disappointed and upset and would like some kind of resolution for this.

Not worth even that much. We ordered taxi services through them, the taxi driver did not come to pick us up, and it is impossible to recover the lost money. They lie that the taxi was waiting for us, even though we were outside at the time, no one came, no one called. We tried to contact ourselves, the taxi company did not talk to us, they hung up.

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

Tried cancelling holiday but they wouldn't let me instead just took my money completely mugged up worst customer service ever could never get through and actually speak to someone

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 were wrong 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.

After a great holiday to Marmaris in August 2019 our problems started as we got on the coach to start our journey home. 5 minutes into the 1.5 hrs transfer we were advised the outbound flight was delayed and possibly cancelled so we would expect at least a 3 hr delay possibly a 1 day delay to our flight home. With 3 children under 10 our greatest fears were just about to come true. Dumped at the airport at midnight all the Thomas Cook staff were unavailable to keep us uptodate as we waited in the airport. 4 hrs later we received 50tl Approx £7.00 per person to feed and water ourselves in the 2nd most expensive airport in the world (as advised by the rep on the coach)....... finally at midday the following day we arrived home and read leaflets given to us by the air cabin crew. We can claim compensation !!!!!

£ 1750.00 was due to be put into our bank within 7 working days......

1 month later and with emails confirming this will be done i have tried to contact TC many times only to be cut off, told I need a manager, we have no control, i dont know why we should sort this......

Now today they are going "BANG...WHIZZ ....POP great... I Just want whats due and been promised nothing more.... what a horrible way to end a great holiday experience but guess what TC i paid you well in advance what i owed you ( 1 year in advance to be precise) and you cant pay me because managers will not let any bills be paid..... DISGRACE you are misleading and fooling new customers into purchasing new holidays knowing they can not and will not be honoured... DISGRACE.

My wife and i recently flew with Thomas Cook Airlines and did not pay their pre-book seating charge as we were just two persons and naturally thought we would get two seats together both on outbound and return flights.

Thomas Cook obviously operate on a vindictive policy of if passengers do not pay the extra charges for a booked seat then like us you could well find your wife and yourself allocated seats ten rows apart.

To make matters even worse on our return to the UK i made a contact to Thomas Cook Customer Relations to complain of the situation and their systems have totally failed to make any replies to my communication with them and we will never fly Thomas Cook again after this experience.

Flew from Manchester to the Domininican Republic. It was just a couple of quid more to have flown with British Airways, but I mistakenly made an error going for the cheaper option.

For a long-haul experience, you'd expect free soft drinks and snacks. Not so with Thomas Cook - you pay for every extra. It was like a long-haul version of Ryan Air - right down to the scratch cards and 'snack' menu!

Do yourself a favour - pay a couple of quid more if your'e flying long-haul. You won't regret it.

Managed to book our dream holiday for my Husbands birthday. Unfortunately, despite paying a deposit they cancelled our holiday 3 months prior due to lack of payment. Key point is.... if they actually had made some form of contact to pay it would have been paid. No emails, no letters and no calls!

Try to call them to discuss...pointless. On hold for over an hour, passed from pillar to post, general lack of ownership that clearly nobody wanted to deal with. Watch out for the connection issue when they transfer, usually means they will hand up on you.

However, if you press to speak to group sales for ten people or more somebody picks up immediately!! amazing.

How about a travel company that actually focuses on maintaining customers than getting new ones, now wouldn't that be novel. We won't be using our hard earned money with these again.