Thomas Cook Travel Ltd

Very Friendly Staff

Thomas Cook Review – My Horrific Experience.

A group of four of us booked a holiday for 2 weeks in Tenerife leaving on Saturday 6th of may 2017.

We had to book the Saturday specifically as we all had work or prior engagements on the Sunday we came back.

The dates were cheaper if we had flown on the Sunday instead of the Saturday but we just couldn't.

We got confirmation via email of the dates we were flying at several different times leading up to the holiday all confirming the departure date of Saturday 6th may.
We also got a lot of spam emails for car hire and seat upgrades and priority boarding and excursions etc (several per week in the months leading up to the holiday).
On the Day before we were supposed to leave, our lead passenger went into the travel agents where we booked the holiday to get a reprint of all the details so we had a fresh copy and spoke to the staff about us leaving on the Saturday as per our booking.

Later that night when the lead passenger looked over the details he found to his disbelief that we were leaving on the Sunday instead of the Saturday we had originally booked.
Not only had we paid a lot more to leave on the Saturday but we were not even advised that they had changed the dates.

We all got in contact with each other and it caused a lot of problems and stress for us all.

The lead passenger went into the store again on the Saturday to complain and was in the store a couple of hours trying to figure out what happened. Meanwhile the rest of the group didn't know what was happening.
He was told it was the stores fault and that we should have got a call to advise of the change of dates if it were as much as a 24 hour difference in flight times . But the store missed the notification from their head office to advise us so they didn't call us at all.
They admitted it was their mistake and that we should be compensated a few weeks after we get home from the holiday and not to worry and to go and enjoy the holiday.

They assured us the car park dates had been changed as well as we had booked that through Thomas Cook as we were traveling through to Glasgow Airport from Edinburgh.

When we got to the airport car park in Glasgow they found us in the system but said we were a day late. We then had to hang around and explain Thomas Cook had changed our holiday date and that they had updated our car parking dates too.

The airport car park said they had not contacted them at all to change the dates but they would let us in but we would have to pay an extra day at the end when we leave because Thomas Cook had not updated it with them at all.

Again this caused the group much stress before we were about to go on holiday and there is one person in our group that doesn't deal well with stress or incompetence.

We went on holiday and had a good time until we got back.

When we got off the plane in Glasgow it was in the early hours of Monday around 2am.

At the Airport car park they could not find our booking on the system and said we had to pay full price. This was not what we needed after a long flight home and then another hour long drive home. We didn't want to pay but we had to.

We then got back in the early hours and got very little sleep before we had to all get up and get all the things done we had planned.

Our lead passenger actually got into trouble with his work and was nearly disciplined as he was told he was not able to get the Sunday off. He lost a days pay and had to be at work that same day we got back on Monday with very little sleep.

Thomas cook have still not resolved this shocking level of customer service.

They admit it was their fault and they admit we should have got a call to advise us the dates were changed. They have made more than one mistake but they are dragging their heels over this.

It doesn't take this long to resolve an issue which is so clearly a huge sign of incompetence and reluctance to acknowledge the disappointment of what was an other wise enjoyable holiday.