Booked last minute holiday to Crete this morning went through the booking process for an All inclusive package holiday, picked room, airline cabin bag etc then paid, just found out that their package holidays DO NOT include transfers, its in the ‘Extras’ tab !

All package holidays we have been on previously always list the transfers within the booking process, i.e fool proof as you cannot proceed without selecting transfer, not Thomas Cook its hidden away. So tried to get hold of someone via phone to add to booking, no people just ‘Bot’ answering, finally got through to a human and was told it is impossible to add transfer to booking as booking was complete ?
Never will use Thomas Cook again, recommend go elsewhere as this is no longer a proper customer focused company. Terrible customer support which we were informed closes at 10 minutes to 6pm so unable to sort anything else out.
NEVER AGAIN

Customer service is exceptionally poor. Can only get through via a chat, which will take 1-2 hours to get through and then spend another few hours just to get a few responses. Was told the sales team will only support new bookings and not existing booking and therefore only interested in taking peoples money and not any after care. AVOID AT ALL COSTS!

We booked through Thomas Cook for our trip to Sri Lanka Sept 2024. My husband did have his doubts, but it was faultless. Lidia and Ana were so helpful via the WhatsApp chat, Lidia helped us to be able to book our seats on the flight and Ana was able to to send our booking vouchers and taxi voucher, nothing was a problem. So thank you. The cost of the holiday was a lot cheaper than other tour operators. When we arrived at our destination, there were no issues, pick was prompt, or pick host even helped us to the point of getting rupees and SIM cards for our phones. Our hotel was beautiful with no issues at all, the staff were lovely and nothing was a problem. I would book with them again. Thomas cook even got in touch to check if there were any issues and we did not have one .Well done Thomas Cook 😊😊😊

Jeanette Bedford in Hampshire

I booked a package with them and have had absolutely disgusting service from their customer advisor. My flights have been changed, which they as a 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 them as a 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 to reflect this. Extremely disappointed and upset and want some kind of resolution for this.

I would give TC no stars but it will not let me so i have to put one , i cannot explain in words to advise anyone NOT to book with thomas cook ,you will be wasting your money and have the worst holiday of your life . please read the reviews first if your thinking of booking with these (THOMAS COOK)