Thomas Cook India
Reviews and Complaints

Dear Team

As per captioned subject, the Tourist visa of my family member got refused on 29.02.2020 and I have contacted so many times through mail ([protected]@gmail.com that is blocked from your side) and phone call to your customer care department for a refund request but till date now i could not get any positive response from your side. I have paid the amount after taking the loan from the bank and continue paying the installments.

I have visited so many times in your Chandigarh office and request him for refund the paid amount as per terms and conditions, but they denied paying the amount.

Dear sir

I am vishal gupta

sir my family is frequent customer of thomas cook

I met your employee mr mohd taha ring road ronini mall delhi india on app 26 april 2023 and finalised a tour exotic kashmir with gulmarg and made advance payment rs 45000 on app 27 april and balance rs 101426 on date 30 may 2023

package cost 149310

discount 2884

net balance 146426 paid till 30 april [protected]+101426)

on 4th of may 2023 I recieved a call from mohd taha time 5.54 pm ist to may 6.51 pm about the tour

he told me that the tour we booked in this tour thomas cook had tie up with go airline and as the news are coming of airlines getting defaulter then its not safe to book tickets in this airline so better that thomas cook will change the flight to spice jet or any other which will be on safer side

he told us that they have tie up already with go airline and the ticket cost them 8500 each passanger (total rs 25500 for three) and now the tickets of any other airline are coming of more amount greater than 25500 so we have to make the additional payment of difference

I told them on 4th may that I will discuss with my father and then call you

on 5th may I called them in the morning and ask the whole situation again

in between I called your customer care no. And ask for details again with flight and without flight to which they replied 117810 as without flight fare. I called mohd tahe and replied to them as follows

117810 package cost

less discount 2884 equals to 114926

add 41700 app flight cost equals to 156626

less already paid 146426 equals to 10200 which I am willing to pay

but your mohd taha now gave call to his senior prateek and he said that I have to pay additional full amount of 41700 again for air tickets and that if go airline will refund then you will refund us.

Sir if you have any tie up with any company this is not my matter that if the company bankrupts then I will be liable for the same

its thomas cooks tie up

I asked at the time of discussion to mohd taha about airline to which he said that we dont know and at the time of booking only we came to know

even in the itenary its not mentioned any airline name

and when mohd taha called us for additional charges of rs app 20000 on 4th may then also no booking was made in the name of my parents vijay kumar gupta rajbala gupta and devansh jain. Thatsa wht mohd taha told us to pay additional diffrence of 25500 (already paid according to him calculated amount) plus app 20000 (asking for more)

now on 5th they both denied and askesd for new tickets money of app [protected] whatever be the ongoing price.

Sir howcome we be liable to pay your tie up of go airlines

were we asked or told about it at the time of boooking

the answer is no.

We were given no information about go airlines till mohd tahe called us on 4th of may 2023

sir why should I pay rs 25500 extra which I have already paid

sir I and my family has always wished to go from thomas cook because we trust thomas cook and still want to go on this tour

my parents are senior citizens and I have faith on you will take care of them but now in this situation please help me of being robbed and send my parents on this tour. I trust you a lot and thats why I didnot want to approach of social platforms for this issue.

Please help

waiting for your urgent reply

thanks

vishal gupta

+91 [protected]

+91 [protected]

vishal. Gupta. [protected]@gmail.com

[protected]@rediffmail.com

Thomas cook has gone from bad to worse. I would not use TC henceforth and I would strongly recommend checking other companies. My family has done at least 4 tours with them and though there is nothing much to complain about the quality of tours - the way the staff handle clients are appalling. Poor feedback from sales staff, no communication after repeated emails, no specific answers to queries etc are common. They don't care to return advances made against tours canceled (after deducting cancellation fee). Every time I book a holiday with TC I wonder if TC is serving me or I am working for them. It's terrible.

I had booked a Europe trip with Thomas Cook Koramangala, Bangalore. Overall the experience was good. However, I faced some challenges and escalated the issue to the Customer Service Team.

The issue was that I was clearly instructed by Thomas Cook representative NOT to pay the city tax in Switzerland and that I need to pay only in Paris. However, the Swiss hotel(Drei Konige) insisted that I pay the tax to them. I escalated to Thomas Cook team and they manipulated the entire scenario saying it is a new rule. If this is a new rule, then it must have been communicated to me well in advance by Thomas Cook.

I contacted the Switzerland hotel directly and got the following confirmation directly from the hotel that the reservation was booked over Travco and Thomas Cook should have the information about all new government rules. It's not a good thing for a branded company like Thomas Cook to treat the customer in this manner. The representative was very careless and forgot to update me on the rules.

Based on this grounds, I am trying to file a consumer court complaint on this issue. I am also going to publish this issue on all sites and bring it to the notice of media to get justice. At least I do not want other customers to suffer the way I am suffering.

I travelled with thomas cook in budget package for London and Europe. I booked it from bangalore branch. It was simply the most horrible experience ever staring from booking process, horrible visa team and worst ever tour manager(neetha Shankar). The package was for ten days and we got only 4 days to see the cities and balance 6 days was travelling in bus. The hotels were in out skirts and the entire trip you were allowed to see the places only in bus(it's like window shopping). Worst food and moreover the tour manager neetha Shankar was just like the principal of the school, ordering everyone what to eat and how much to eat, when to stand, sit. My god it's never ending story of this worst trip. We were given a feeling that it was a school trip. She fought with everyone in our group every day for one or the other reason. She total spoiled the trip. And moreover it is the worst itenary by Thomas cook. It's better to go on your own(backpack) rather than waste money with them. Not in any one place you get to see for 1 hr atleast. Every place you see is sitting in the bus. You will only travel and get tired and burn ur money. Initially they told package cost is Rs.1.6 lakhs per person but you ending up spending Rs.2.5 lakhs per person. For every sight seeing we need to pay money and whatever u have in package is a . Even you need to pay tips of Rs.6000 per person for your tour manager for this horrible trip.

Trust me. Thomas cook sucks., horrible

We had booked Scandinavian and Russia tour with Thomas Cook India and unfortunately paid the whole tour amount.The tour got cancelled last minute by Thomas cook.
Now we have to follow up with them and for months we did not receive any refund. And now they say they are not going to refund us the entire amount .
Please help us to get entire amount paid to Thomas Cook to be refunded.

It was my bad luck that I choosed thomascook over other travel companies. Being a big brand name in the market I took a package for europe from them. They were very active till the time I had not made the initial payment. Once I did it they got vanished somewhere. I was getting married in mar'17 and I opted their package in feb starting. I had confirmed with them several times that visa getting wont be an issue in such a short notice. But it was my mistake. After the initial payments I did not receive any call/revert over email from them. I was just running after them for visa documents submission. Then they asked me n my fiance to visit the embassy just 2 days before my wedding date. I was shocked to hear that. My fiance traveled from out of station to all the way to delhi for visa. They could have done it earlier as well but no one was bothered about it. Who asks bride or groom to travel out of station just 2 days before the wedding. And thomascook people were already aware about the wedding dates. Anyways we somehow managed.

Next we reached to our destination paris. We were out and no one was there to receive us. We were just standing outside the airport for the spokesperson. Finally we searched ourselves our coach. The guy was not even aware about our flight timings. With me there were 4 more couples struggling for the same. It was just the starting.

Hotels: all the hotels were at outskirt not even a single shop was available nearby hotels, forget about cafes or pubs. Once we were back in hotel, dint have any option for moving out. Scary hotels and towns. When we asked the spokesperson why we did not get any stay at central or at good location, he replied "its not a premium tour" we were never aware about that we were not the part of premium tour. They should have explained us before offering the package. We paid 3.4 lacs for 2 people. Whatelse we had to pay. I was with wife and they offered connected rooms to us... Very strange.. And we had to manage in that room only. They will say that you will get room in central zurich, but you will get in affoltron am albis, that's a town approx 20kms away from zurich.
In italy you will get haunted hotels.. Seriously haunting places. Hotels will be 2-3 hours away from destination and next hotel will be again 2-3 hours away from the next destination.in total everyday 6 -8hours travelling for hotels and then for travelling sites.
Coach: 80% of time we were just sitting in our coach. Looking outside waiting for stops (Just5-10 minutes).. Hardly got 15 minutes at locations for clicking pics and again sit back in the coach. Coach had the washroom but did not allow us to use it. We had to control it every time.

Sites:
French perfume factory: totally time wastage, there were so much to visit but they took us to that factory.
Lucerne, switzerland: our guide took us to this beautiful city in the morning at 8:00 am. This place is famous for shopping. We were roaming here n there in the morning. The shops were supposed to open at 10:30 am and we had to leave that place at 11:00 am. Who does the shopping that early morning. And we were waiting for the shops to get open. And secondly it was sunday and on sunday 99% shops are closed. Seriously I was hitting on my head for choosing thomascook.
Guided city tour: sitting in our coach looking out our windows. Got 5 minutes for clicking pics.. Worst thing they did to us in paris and italy as well.
Colosseum, italy: they gave just 10 minutes to us for clicking pics. They did not even took us inside to the site. We were just watching it from outside.
Vatican city: they took us to basilica (big church).. We did not even stop anywhere in the vatican city. Sitting in our coach and same looking outside
Venice: in venice they took us to murano glass showroom again time wastage. And it was compulsory to attend their demo.
Insbruck austria: we were just travelling just stopped for lunch and spent 1 hour their again left that place and travelled for another destination. Donot why they included that place if we were supposed to stay their for just 1 hour.
Germany: most funny thing that they included this country as well. We visited munich just for half n hour after that food and then again back to the isolated hotel.
There were so many things that thomascook did to us. We can not even explain that much we have gone through.

Dear Friends,
We had taken an exclusive Europe tour from Thomas Cook. Well, I am not disappointed as they fulfilled 95% of what they had put in itinerary.
All this 95% is through the glass windows and not in real as mentioned in the adjectivally laced brochure.
But some changes could definitely help for a much successful and relaxed trip.
1. Flight to London was comfortable. But be prepared to stand in queue for immigration in London airport for at least 2.5 hours minimum. You are received by a TC representative. He greets you and then teaches you good manners. I felt he could have been politer in addressing us as he stated that in TC they believe in 3 p’s- patience, punctuality, participation…which I observed TC needs to first incorporate in its own staff:-
Patience while addressing their customers. They should remember Customer is King. Teaching manners like be punctual in boarding bus, sightseeing etc. need to be worded well. He also told we need to develop Patience while waiting for food to be served- Why don’t you instruct the restaurants with the exact number of people who are to be seated and served?
Participation- TC representatives only participates till he gets the tips…then he vanishes in thin air.
We reached the hotel and were told to be ready in 15 minutes. Imagine taking a long flight…with no lunch, you reach a hotel…a completely new place totally famished and you are whisked out in 15 minutes for sightseeing. We are taken to London Eye Ride...30 minutes ride…no time for shopping…taken to a restaurant for early dinner…far far away. Dinner was good and then we land in hotel to be told we should be ready by 7.00 a.m.

Can avoid: Lessons given by tour manager on how we should build manners at this age!
Can chart out a better plan to visit London eye than hurrying the moment you reach the destination.

2. London tour is like watching places on television. Disappointed as the plan told we will be taken to Lord’s cricket stadium. But are taken to a local football ground! All places to be seen through the glass window of your coach. No photo stops due to traffic in London as cited by the Tour manager. Lunch provided was good. Time given in Madame Tus Saud’s wax museum is neck to neck. We are taken to board a ferry to travel to Amsterdam. Food in ferry was pathetic….one feels like vomiting the moment the food is served!

Can avoid: Football stadium visit and Ferry travel.
Can include time for shopping in London for at least 20 minutes. Can provide atleast 2 hrs time for Wax museum.
Can include travel to Holland through train or possible flight.

3. This visit of Amsterdam via a place called Maduro dam is a sheer waste of time.
This has to be removed off the itinerary. Also visit to Shoe and Cheese factory is a visit to a home where you are explained the method for 5 minutes and you are surprisingly given a shopping time of 30 minutes to 45 minutes! Does TC have a tie up with them to promote their business and waste our time?
After lunch you are taken on a boat ride…in the scorching sun and then you are left to be on your own in Amsterdam streets browsing and looking at souvenirs you don’t want to buy.
A total waste of time is this inclusion in the itinerary. TC should defy work out on this place a lot.

Can avoid: Madurodam visit, Cheese factory visit, Shoe factory visit.. they cannot be termed as factories visit but to home of these people, should plan a better time for boat ride and should provide a better guided tour of Amsterdam square which needs to be covered well.

4. The visit to Cologne cathedral is included so that you can have lunch in a nearby Indian restaurant. But the Cathedral itself is a marvel!
The tour manager forces you to have an early lunch because of the travelling plans. You are taken on a River Rhine Cruise…which can be avoided. Another waste of time…instead could have included a small trekking trip.

Should definitely change Itinerary as Early lunch at 11.30 makes everyone uncomfortable.

5. Heidelberg is not covered …guess the reason
Because the tour manager does not like it! Yes, instead he takes us to Frankfurt and shows around a square there!
Today’s visit is good…Titisee was enjoyed, Drubba clock visit if average…more time given for shopping here which is unnecessary. Rhine falls is the best!
We did boating on our own and you can also avail cycles on rent near Titisee lake.
One should avoid buying clocks as one has to carry them to all the other places and can’t even keep it in the bus as you fear it may be damaged!

Can include: Special packing of Drubba clocks or easy transportation for customers who pay a large sum to buy one!

6. Swiss- Jungfraujoch visit- A must ! Wow…Swiss never disappoints.
One has to run to cover the place as the time provided is indeed short.
Again time given is less and food at the top is horrible.

Can avoid: Lunch at Bollywood as it is not at all tasty.
Can include an hour more so that people can enjoy.

7. A worthy day as Titlis trip was enjoyed. But can extend the joy by giving half an hour more.
Too much time given near Lucerne lake which could have been adjusted in Titlis mountain.
More time is given for shopping when you don’t want it!
8. Again a blunder inclusion is Lichtenstein. You have to take a small toy train ride by spending from your pockets and this place is not worthy visiting.
Funicular ride is another waste of time.
Swarovski museum visit is so short…you don’t have time for browsing and shopping.
Hotel stay in Kronen is not at all impressive. Food is yuck!

Can avoid: Lichenstein
Can include more time in Swarovski Museum. Can also include more time sightseeing Innsbruck.

9. Venice is a must see.
Murano glass show room can be avoided.
Gondola ride stinks!

Can avoid: Murano glass visit
Can give more time to browse one more island near Venice.

10. Rome- A must must see…what a place!
I wish to die here…but unfortunately very less time given for shopping and sightseeing.

Could include: More time for photo stops and sightseeing..atleast in every place by half an hour extra .

11. Florence : Wow…another heartthrob in the itinerary. You follow the guide and don’t get any time for photos…
After an argument with the tour manager, managed to get 1 hr in Pisa.

Should definitely include : More time for sightseeing and photos.

12. Waste of time driving to Geneva. Geneva is a beautiful place..no doubt but the drive kills you
And the tour manager gives you a stop of 15 mins in both the centres allotted for sight seeing!

13. A big request to TC ….PLS pls work on this day itinerary….a 10 hour drive…makes one crazy and visit to wine yard is not at all useful.
Please change this trip to a flight or train if possible.

14. Paris ---a city which you will fall in love with.
Need time for shopping! Enjoyed the cruise and the museums. But time given is very short!

15. Disney land- a magical world.
Definitely should include the fire crackers show and allow people to board the bus at 11.00. When we requested and also offered extra money, we were refused saying it can’t be adjusted at all.
We offer a tip to the tour manager which is happily accepted by him. But it is not worth giving him tips. They definitely have to be more courteous with the customers. We offered him tips because he had more knowledge and was well versed in English as compared to other tour guides of other two groups who were with us.

16. We are guided to the airport by a new tour manager who is awfully rude . Without introduction he tells to be ready to reach the airport 2 hrs before our scheduled departure…and says he has got some other work.

IN SHORT:
1. Tour managers need to brush up on their speaking skills…they need to be politer.
Be it the one who received us or the tour manager who guided us or the last tour manager who came to push us to the airport.

2. Please give time to eat food.

3. Please note we are on a vacation, so please give us time for walking, enjoying and shopping

4. Please re – route itinerary to avoid long travel and help people enjoy the most.

5. Please provide drinking water in bus.

6. Driver can smoke in breaks..but kids can’t enter with eatables in bus!

7. Please avoid playing music at deafening sound in bus.

8. Last but the least..provide clean toilet breaks…we don’t mind shelling money for getting clean loos.

9. PLEASE DO BOOK HOTEL WHICH ARE STAY HEALTHY unlike Kronnen, Unaway, Holiday inn express.

I as a customer of thomas cook only have been a loser paying a trip which was utterly uncomfortable right from the online booking point to the end of the trip, it was just all sweeet talks n no service expirience. I deeply regret my decision to choose Thomas Cook as a travel partner . We were provided with a below average low budget hotel under the name of standard package which was just survivable . Rooms were age old n stinking n torn towels were provided etc . Transport was substandard under the peak season reason, vehicle had no hand break n two windows out of 4 were not working at all.hence suffocating inside the car .even after complaining for the same we were not attended .

EXTREMELY DISHEARTENED, UNHAPPY, IRRITATED, DISAPPOINTED, FRUSTATED, IT JUST MEANS FORGET THE SERVICE PART ONCE THE ENTIRE PAYMENT FOR THE TRIP IS DONE ATTITIUDE, SUFFER ALONG AS THE TOUR PROVIDED IS GIVEN, UNDER THE NAME OF GROUP TOUR, UR CONCERNS ARE JUST SWEETLY CHATTED OUT THATS ALL.

I SPLOIT MY HOLIDAYS N EARNINGS N NOW ITS JUST EMPATHY IS IT THE WAY A REPUTED RENOWNED CUSTOMER FOCUSED ORGANISASTION, TRUSTED ALL OVER JSUT BY ITS BRAND NAME TREATS ITS CUSTOMERS ... SADENING REALLY SADENING

I am currently acting for my son on his families delayed flight/s some years ago. I will not bore you with the full details apart from the following.
After being directed to the Civil Aviation Authorities (CAA) by Thomas Cook (TC) themselves, and after numerous letters TC to claim compensation The CAA, has looked at his case and contacted TC and told them that they have no defense and that the claim my son and his family is asking for is valid, and told them to pay up, but TC have still said no, which is remarkable!
We are now sending a “last” letter back to the Complaints Dept and the CEO of TC in London, to see if we can finally come to a conclusion. If no satisfactory response then it is the small claims court we go.
Just a Note:-
If anyone is claiming for delays on the two legs of there journey, you should make the outward bound claim in the country you left from and the inward bound claim in the country you left from. You can get these details via the CAA web site.
Also.
If you are going to the small claims court, look at taking an action out in all individual names in your party, as the final amount in one name, may fall short and not be enough to compensate the parties concerned !
Tell the travel agent you are going to post your concerns on social media web sites when writing, as it may make then respond quicker.
I will keep you posted

Oh, yes we know very well from our own experience the rude, discriminatory, humiliation attitude of the THOMAS COOK crew, and look carefully before you make booking with them because they are not cheap low cost aircraft, it was costing us a lot because they remove us to fly due to reduced mobility.You don´t need to look longer in their booking website to find out the SCAM!

I have complained so many times to chalotte beeb and now been referred to you. i was told my info as been passed over to you but no one as got in touch with me i would like to know whats happening with my complaint .If you cant provide this will you please give me the ombudsman address or telephone number.I have been ringing and writing since i came back 10/7/11 I am rita moore i dont know which number you need so i am sending you 3 from my paperwork .TRANSFER VOUCHER TA Ref n0:2396596 KZQ 8LS FLYTHOMASCOOK and BOOKING NUMBER [protected]. PLEASE GET BACK TO ME. RITA

I have book this tour for my honey moon from thomas cook india ltd, they have cheated me and give make wrong promises with me.

1-They told me we are going to saty in centre of the city but we stay atleast 25 km in the outkirs of the city.

2- They told us we are going to get a time for shopping and when we go on a tour they just give us half an hour and when we get only 5 min late they leave us alone in the oxford circus.

3- They told us we are suppose to leave from the hotel at around 9 in the morning, but when we reach there they wakeup us at 7 in the morning and take us without having the breakfast.

4- Thomas cook tour manager said us he has no interest in taking us on tour but, it his job so he, s doing, if u want to go or not it your choise.

5- They told us take an expensive tour because it has very less travelling in coach, but we travel more them 10 hours every day.

6- They told us we are going to have 4 overnight cruise in the tour, but when we go there we get a yatch ride.

7- Agent told us we are going to travel on euro rail, but we traveled on le-shuttle.

8- At the time of making booking i told agent that r u sure that tour is good for youngster and honeymoon couple, he said sir believe us, you will enjoy it. But when we meet all other group people all are above 50 and they are from south india, we dont even know there language.

9- Then i call agent on the second day of tour and told that, this is not what i ask for and what you promise me, he said sir try it and go to paris you will enjoy, i said ok.

10- Then he said if you not enjoy you can decide what you want to do, then i make all payment stop in the bank which is in favour of thomas cook india ltd.

11- After that agent calls me and use abusve language and said we know how take money, we will harrase your parents in india if you dont take.

12- Then he call my parents in India and shout on him and he said i will make you arrest if you dont make payment and we know other way of taking payments.

13- Now my whole honey moon is spoiled and my wife is crying like and hell, you tell me what to do, iam going to Court and sur the thomas cook. You tell me what to do as soon as possible.

Agent details-- Thomas Cook India Limited | SF-36, West Gate Mall | Rajouri Garden | New Delhi | 110027 |
'+91 - 11 – [protected] | F +91 - 11 – [protected] | Web www.thomascook.in

Agent name is- Mr- Saransh Seth and Arjun Mehta.

We returned from Tenerife on 06/07/10 from a one week all inclusive package holiday. We had booked return flight extra leg room seats for £72 but were unable to have them due to the plane being a different design. I telephoned Thomas Cook the next day to enquire about a refund and duly sent copies of holiday booking, seat booking and boarding cards with seat numbers the next day. Seven weeks later I am still waiting for the refund! When I phone it can take up to 30 mins for the call to be answered, and up to a week for an e-mail to be answered. If my customer service was this poor where I work I would be out of a job!

Four of us booked a 2 week 4* holiday in Cyprus 12 months prior to departure. Thomas Cook in their wisdom and effort to make as much money as possible transferred us from the pre-arranged Thomas Cook flight to Air Malta (Excel) flights. Excel going under the week before we went away didn't concern us unduly mainly because we had booked with TC and assumed (wrongly) that the assurances given in the press were correct in that 'bookings made through reputable travel firms would be unaffected'. From the time we arrived at Birmingham airport for departure to the time we were returned to England via Gatwick, our holiday was filled with stress after stress. Complaints to TC resulted in eventually an offer of the taxi fare from Gatwick which hardly compensates us for our other expenses and the ruined holiday we had saved up so long for, Throughout and since we have been consistantly told everything was our fault because it was Excel flights but we didn't book with Excel, Air Malta or anyone else, we booked and made a contract with Thomas Cook and it was Thomas Cook who let us down, not the other way round. Customer Service is obviously a misnomer as far as Thomas Cook are concerned and maybe it was our own fault to think that we should be treated with a modicum of respect and not the supercilious and condescending total disregard we were met with at every turn.

I would NEVER EVER use Thomas Cook again and I would most certainly discourage anyone else from using them either!