Newest Review: ... Booking on the promise that interconnecting rooms were available but when arrived, they had secured interconnecting for a completely differ... more
Not all they make out
Member Name: tangoman84
Advantages: Easy to book, low deposit, pay over time, branches around the country, easy to use website
Disadvantages: Poor staff, abysmal service, numerous mistakes
Thomas Cook is one of the largest international travel agents currently in operation and has long been a recognised name on the UK highstreets for its excellent package holidays on offer.
I have only had one experience of using Thomas Cook and this was when I booked my honeymoon last year for flying to Portugal and staying in a 4* hotel in Vilamoura. The booking process itself was nice and simple and I opted to pay the balance off over time and just pay a deposit to start the ball rolling as the holiday was not cheap and I still had other things to sort for the wedding.
All was going well with me paying the balance off using a few different credit cards over a period of time and finally clearing off the balance but following reading up some awful reviews of the hotel I decided to cancel my booking with the loss of my deposit and sort it myself so I gave them a phone and agreed all of the details and made it clear that the refund would have to be by cheque as the credit cards used had since been closed off. This was all agreed upon but to my shock I then found out they had mucked it up and issued the money to closed credit card accounts meaning I had to chase up companies to get my money back which took ages.
I phoned Thomas Cook about this and made clear I was disgusted and got an e-mail from the advisor showing all of my credit card information and amounts paid sent to my wifes e-mail address (this had been registered for the tickets to be sent to only) and the amounts paid. I phoned the company and advised them that they were breaking the law by doing this and made an official complaint which resulted in them disciplining the member of staff and giving me a full refund and apology. I was happy all was over but made even more disgusted when the member of staff e-mailed me to say he had been disciplined for his behaviour (once again to my wifes e-mail address) which caused great distress and upset for her.
This company simply could not sort anything out and only one member of staff ever helped me efficiently and acknowledged how poor it had all been.
- Easy to book
- Pay over time with small deposit
- Branches around the country
- Easy to reach contact centre
- Good variety of destinations
- Poor staff
- Abysmal service
- Disgraceful complaints procedure
- Refunds mucked up
- Chasing up cancellations with no help offered
- An unfriendly contact centre on the whole
This experience has led to me having no faith in the company.
Summary: Not worth taking the risk with
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