Thomas Cook Complaints & Reviews

I have Borderless Prepaid Card No.5231*********3500 and add on card no.5231***********3518. The cards were issued to me in 2014. I used the cards last in 2016 on my last visit abroad. Since I am having unused balance in my account I had contact in 2021. I am contacting Mr. Adil Bhopti in Surat Branch since 1 week but he is not assisting and now he has also stopped picking my calls. I was told that Borderless Prepaid Card had been discontinued since many years and that new cards have been issued against them, but I have not received any such cards. Also, heavy amount has been deducted from my account in the name of non-utilisation fees however, no such conditions were told to me nor communicated with me at the time of issuing me card. Please help me get my amount back.

Thomas Cook Borderless Prepaid deducted with out notifying, when I asked them no response from them

I have booked Kashmir holiday trip for 6 persons from Thomas Cook Hyderabad Gachibowli this year 2022. For that I made the payment of Rs. 145000. They have charged around 45k for couple excluding the flight fare. Initially they shared the itinerary based on which I made the payment. After making the full payment they shared the revised itinerary which has a different travel plan. The hotel rooms they provided in Gulmarg, Pahalgam was not at all up to the mark comparative to the amount they charged. The rooms didn't even have the basic facility. I had to pay 46k extra from my pocket to find a good hotel and stay for those nights. When we asked the Thomas cook person Srikanth Malli to share the breakup of the cost and invoice details, he denied to provide that. I asked for the compensation for my hassle during travel but he and his team refused to provide that. The person transferred 23k after multiple follow up through chat and calls. For the rest of the amount he is not willing to compensate. His manager rudely behaved over the call. Now Srikanth is not even responding to my calls. I am really frustrated with the service by such renowned organization like Thomas Cook. I want my compensation from Thomas cook for all the hazards I faced during my travel.

Please refer to Incident number[protected].

I have called the customer executive more than 6 times to help but they are not able to do much.The team has not got back even once this is really disgusting.

My email ID miss

I booked a tour with thomas cook india early feb - booking no. Hd00100595 for a trip with family to europe in may. I had paid rs90000 at that time to confirm the booking. Given the impact of corona outbreak, i decided to cancel the trip. I requested them to cancel by booking and refund the booking amount minus any deductions. Given this is an extraordinary situation where the cancellation is warranted, i expect them to refund rather than holding back the entire amount. I need an immediate response from thomas cook and also refund the amount paid considering the travel situation which is unlikely to change

=
Email snippet showing no response in spite of remainders

Run subash manickam

Wed, mar 11, 7:46 pm (2 days ago)

To nohil, shweta
Any update

-arun

On tue, mar 3, 2020 at 8:52 pm naphade, nohil wrote:

Dear mr. Arun,

Greetings from thomas cook!!!

Kindly allow us sometime to getback to you on this.

Thanks & regards,
Nohil naphade
Holiday sales expert
Thomas cook india ltd.
Landline :[protected]
Working hours: 12 pm to 9 pm
Email - nohil. [protected]@thomascook.in

Escalation matrix

Level 1 – lalit pant - lalit. [protected]@thomascook.in

Level 2 – javed ansari - javed. [protected]@in. Thomascook.com

Level 3 – srinivasan s - srinivasan. [protected]@in. Thomascook.com
From: arun subash manickam
Sent: tuesday, march 3, 2020 1:11 pm
To: naphade, nohil
Cc: kadam, shweta
Subject: re: mr. Arun//x 6//super budget europe//ex - joining direct [incident:[protected]]

* this is an external email. Exercise caution. Do not open attachments or click links unless you know the sender, as it may be harmful or misleading *


Hi,

Can you get back on this

- arun

On sat, feb 29, 2020 at 9:02 am arun subash manickam wrote:

Hi nohil,

I have decided not to proceed with my holiday plan given the corona virus issues around the globe. Please let me know how much refund i will get

Thanks,
Arun

On tue, feb 18, 2020 at 7:21 pm arun subash manickam wrote:

Hi,

I received a call 2 weeks back to get confirmation of the optional tours. No one has contacted me since to discuss on visa etc. What is the timeline to expect a callback to proceed with the visa process?

Do you see any impact in travel due to corona virus

- arun

On wed, feb 5, 2020 at 5:09 pm naphade, nohil wrote:

Dear mr. Arun,

Greetings from thomas cook!!!

Noted on the below point, i would ask my team to get in touch with you for the further procedures as soon as possible.

Thanks & regards,
Nohil naphade
Holiday sales expert
Thomas cook india ltd.

I had booked tour package for thailand (Krabi, phuket, bangkok) from dehradun from 13 jan. To 19 jan. For 3 persons, mr. Ankush who provided details me had never given me tour manager no., name or any details, though i asked him several times for the same. He told me that as we will land there tour manager contact us, but to my surprise, there was no one to receive us at phuket airport, waited several hours, no contact was made, mr. Ankush some how picked up my whatsapp call, and after approx. 3 hours, miss. Anees (Tour manager in thailand) contacted me, and told me that they have left for krabi. I had no option except hiring a taxi for 3500 thb. And reacd krabi to join the group. Can you imagine what i had suffered in the mean time only because of this miss management and idiotness of mr. Ankush, employee of thomas cook at dehradun. Shouldn't i get my money back which i spent in hiring taxi? When i emailed this to thomas cook customer care, one mr. Anand pai contacted me and asked weather i was provided voucher that having details of tour manager? I replied no. He then assured me of finding the truth, after on 21/1/2020 we conversated again and he started putting blame on me that tmg. Waited for me for 2 hrs. At airport and we (Thomas cook) never provide their tmg details to customers as the disturb tmg. I asked that then why tmg. Had not called me he lied that she was having wrong no. While tmg herself told us that she was not having our no. Not only that in previous conversation he was talking about voucher that having tmg details... Lying after lying... Finally i asked weather i will get my money back or not? Till then no reply yet. Exteemly disgusting. I never imagined that thomas cook has no value for their customers. At least i have to share this bad experience with everyone, i think so.

Shishir gupta
Executive engineer
Irrigation department dehradun

Sir our visa application is rejected, this is our family trip, my father in law's visa is approved but our visa are not approved... I already paid 6, 50000... But our tour agency don't help us any situation & they had misbehave with us, they tell us we can't refunded your money... But we requested that please refund our money... They don't listen... They are misguided as a first day... And cheating with us... So please help me...

Dear sir / madam,

My file no:g[protected]


I travelled to mauritius and seychelles through thomas cook. As per agreed terms & conditions and commitment i should get 6000.00 cash back for making the entire payment through my hdfc credit card. But i didnt get the cash back till now.

Sorry to say that in this regard i have sent number of mails to sh nilesh rai (1st level escalation matrix) of ms. Priti chheda and also to sh. Akhil singh, ms. Sanjukta bannerjee and sh. Suresh iyer. All of them kept me saying that i will get the cash back soon. But till date i didnt receive the same and now none of them is replying to my mails.

Pl suggest what should i do?

We, my husband and myself, bought a deluxe group tour package of 6 nights and 7 days for assam and meghalaya starting from 24th nov to 30 nov 2018 from thomas cook thru their website thinking its a big brand and we will have a good time but sorry to say its a crook company. We are feeling cheated. We were were clearly told that even if there are two passengers, an escort will be there because its a group tour. On reaching guwahati, we were assisted till shillong hotel check in only and after that we were at the mercy of the driver. No escort was provided.

On calling thomas cook, we were told that for 2 people they do not provide escort. It is not written anywhere on their site. However, later on we were able to get a confirmation mail from their marketing and sales head, that he checked the conversation recording and agent did promise the escort/representative even if only two people are there. Still for balance days they did not provide any escort.

The driver took us for a ride, since we were not aware of the area, he dropped us at a place at live root bridge, from where no one was going and we had to go down 650 meter instead of 450 meteres. Also at mawlynnong village also he dropped quite far from where we had to get down 50 odd stairs and then climb almost same number of steps. When we reached the village we found that till last point cars were parked.

Also drive made us parking fee, which was already included in the package cost. On confronting only, he agreed to pay.

Also drive made us pay parking fee, which was already included in the package cost. On confronting only, he agreed to pay.

We are both 58 plus, and we took the group tour so that we do not have to exert without any guidance in a hilly area. We kept requesting thomas cook, if they can not provide escort, they should bring us back to delhi as we did not want to continue, or provide services they charged for, but nothing was done.

Our hotel in shillong was not of deluxe category. Food, service all was very bad.

We have been charged for guide, deluxe hotel but not provided.

Also due to no escort, we have gone thru a lot of mental and physical harrassement.

We request you to kindly intervene and get us the refund of 25 k towards guide charges, difference between deluxe and non deluxe hotel charges (We were given alpine international an oyo property instead of deluxe hotel in shillong) also for the physical and mental harrassement got thru driver due to lack of escort.

I have approached thomas cook branch guwahati, g. S. Road for visa purpose.
However due to some reason (Reason not been explained properly to the customer) the visa processing was not done and the visa processing fee is not refunded for which its been a month now.
The approach of the customer executive is very casual.
He never informed or asked for any information by himself for which i had to follow him up constantly.
Even for visa he is not very aware of what documents are required.
Very unprofessional and negligent in behaviour.
Not expected from a reputed brand like thomas cook.

I would request you to please look into the trail mail below.

Before the payment was done, we were getting around 15 calls in a span of 9 hours from nohil.

Once the initial amount was paid, there a complete change of attitude of mr nohil naphade.

We have been calling and writing emails to get a clarity about a few things but to our utter surprise, mr nohil said that he has no clue about quiet a number of things, if he does not have clarity, why was he calling us 15 times to confirm the booking by claiming " that the booking process and visa process could be initiated once you do the payment???

Had i known that booking from thomas cook would have given us such a hard-time with no solution and no reply, we would have not even entertained a single call from him.

Thomas cook is a brand and is known for its competent services, but we are all highly disappointed.

Inspite of following a proper escalation matrix, we have not heard from anyone i. E via phone calls or emails.

We have been asking to cancel our bookings, but to no avail

I am sure once you through the trail mail, you will have a much more clarity.

We need to have this issue sorted out at the earliest and in no way willing to be traveling with thomas cook going forward.

We need to have a full refund of our money that we have paid at the earliest.

In-case you need any more clarity on the issue, you may please reach out to mr nohil naphade lalit pant and other escalation matrix of thomas cook

Booked simply mauritius package for two people for december 2018 via thomas cook online (File no:g[protected]. Paid rs 120, 000 advance via credit card. I was given an initial quote based upon which 120, 000 was paid upfront as deposit and remaining amount of rs 68, 203 as per welcome email is to be paid one month prior to departure. Now thomas cook is increasing the trip cost due to increase in fuel surcharge by air mauritius.

They are not responding via email to repeated escalation emails by me and are ignoring and avoiding us on phone calls as well.

Escalation incident # is [[protected]]

Have spoken to mustafa, irfan, monu, saniya khan (Monu's manager), shailee mehta (Service quality team) and also sent repeated escalation emails to irfan iqbal (Irfan. [protected]@thomascook.in), monu gupta (Monu. [protected]@thomascook.in), nilesh rai (Nilesh. [protected]@thomascook.in), and service. [protected]@in. Thomascook.com.

The justification they are providing is that thomas cook has not increased the cost but air mauritius has and they are in no way liable for payment
And need to pass on the buck to the customer. They are completely absolving themselves of their responsibilities and of the initial quote they gave on the basis of which the booking was done in the first place. Since this is an entire package including airfare, hotel stay for 7 days 6 nights and sightseeing tour package as well in mauritius, i am very much concerned they will increase the cost of the package in between from now till december 18th travel date another time as well. They are also not giving any written guarantees that if price increases again it will be absorbed by thomas cook and not passed onto the customer. This has left me with difficulty in trusting thomas cook going forward.

My point is what is the use of an initial quote and payment made to thomas cook if thomas cook is going to ultimately pass on additional costs to the customer upon increases in air tickets and/or hotel reservations. And how can a travel agent simply absolve itself of all responsibilities by saying the airline and hotel are external entities and they cannot do anything about their price increase. With this analogy, thomas cook is not liable for anything and will just gladly take payment from the customer but not address customers concerns or be held liable in any way in case of issues with thomas cook partners?

In lieu of all this harassment, non-cooperation from thomas cook and our mental peace being disturbed with lack of action from thomas cook, i am requesting a full refund of the rs 120, 000 deposit amount given.

I will be grateful if you could please assist in this regard?

Booked simply mauritius package for two for december 2018 via thomas cook online. Paid rs 120, 000 advance via credit card. I was given an initial quote based upon which 120, 000 was paid upfront as deposit and remaining amount of rs 68, 203 as per welcome email is to be paid one month prior to departure. Now thomas cook is increasing the trip cost due to increase in fuel surcharge by air mauritius. They are not responding via email to repeated escalation emails by me and are ignoring and avoiding us on phone calls as well. Have spoken to irfan, monu, saniya khan (Monu's manager), shailee mehta (Service quality team) and also sent repeated escalation emails to irfan iqbal (Irfan. [protected]@thomascook.in), monu gupta (Monu. [protected]@thomascook.in), nilesh rai (Nilesh. [protected]@thomascook.in), service. [protected]@in. Thomascook.com.

The justification they are providing is that thomas cook has not increased the cost but air mauritius has and they are in no way liable for payment and need to pass on the buck to the customer. They are completely absolving themselves of their responsibilities and of the initial quote they gave on the basis of which the booking was done in the first place. Since this is an entire package including airfare, hotel stay for 7 days 6 nights and sightseeing tour package as well in mauritius, i am very much concerned they will increase the cost of the package in between from now till december 18th travel date. They are also not giving any written guarantees that if price increases again it will be absorbed by thomas cook and not passed onto the customer.

My point is what is the use of an initial quote and payment made to thomas cook if thomas cook is going to ultimately pass on additional costs to the customer upon increases in air tickets and/or hotel reservations

Call from [protected] phone number to [protected]
Timings september 8, 2018
16.55, 03 minutes 18 seconds

Plz check this call recording and please reply as soon as possible, i hope it will be replied within a week from today september 8, 2018. Otherwise i will be free to post this audio clip (That also submitted) to social sites.
Regards
Michael

Hi,

I have sent 21048 CAD to Concordia University via Thomas cook forex service but the amount has not reached University till now even after 10 days.
Branch person (Mysore Branch) keep telling me every day they sent a mail to confirm payment and this has been the case from last 1 week. I got no update from them till now on my payment. The payment was initiated on 29 June, all they keep telling is that the money is debited from their account but have not reached the university. I have no idea where is my money and neither I have any information on the tracking.

Thomas Cook Branch - Mysore
Contact person - Malatesh

Please get this resolved soon.

Thanks
Sanchit Kumar

We had a pleasant chartam yarra on3/6/18.. We had to skip ketarnath by helicopter due to bad weather. All service r meticulously designed and followed. Last day we were left stranded in the street at raj nagar at gaziabad by driver @2.40 p. M. As he said he is unwell. No alternative arrangements have been made. W have to catch to [protected]@6p. M. With language problem w hired a taxi with a higher rate and reached airport in delhi 48 k. M by5.30p. M this is bad experience with famous thomas cook

I got a birthday message stating that rs.3000 discount on my travel on the birthday date, but it was not honored.
Tour chinese charm travelled on 12th may to 17th may 2018. I showed the message to the thomas cook branch in kammanahalli and they send the sreen shot to the thomascook office at mg road. But still no reply from any sourse.
My wife's birthday also on 15 th of may on tour date.

An amount of rs 96, 857.00 was paid on line to thomas cook for purchase o[censored]sds on 30 april 2018 by vivek vinayak khisty (The complainant). The company allotted an adhoc reference no ad00013803 dated 30 april 2018 to the transaction and also acknowledged having received the amount. The transaction, however, did not materialize for wrong handling of the case/misrepresentation by the thomas cook forex executive (Mr akshay palave). However, despite the promise that the sum paid would be refunded in 4 working days from 30 april 2018, the amount has not been refunded till today (26 may 2018). Telephonic contact received evasive responses.

I had made an enquiry for simply thailand trip on 02nd feb 2017 and got the response from customer service. We planned the trip for 27th feb 2017 and payment link was sent accross. Initially it was agreed a payment of 20000 needs to be done out of 60000rs, but the link was sent for full amount. From the moment till i made the payment i was getting continous calls. On 4th feb 2017, 8:14 pm i made the payment when the thomas cook office was closed. Immediately after i got a mail from my office for an official trip on the booked dates. I tried calling thomas cook with no succes. The next day at morning 9, i called toll free number and expressed my concern. The executive agreed there is no problem to postpone since nothing is initiated. Same time i had put a mail to service executive who also agreed to postpone the dates with no problems. With this inofrmation i confirmed to my office for bussiness trip and on same day at 7:30 pm i got from operational department of thomas cook for the travel on 27th feb where i conveyed that same was postponed. Immediately after 10 mins, i got call from service executive saying since you postponed the travel a charge of 10, 000/- is applicable. When i requested the reason, he mentioned the tickets are already booked. When i asked about the ticket booking confirmation, he was not having any answer and also when i asked why it was not told in the morning he was not able to answer. I called toll free where the executive told, after payment before any bookings are initiated there will be always a gap of 2-3 working days and also a call will given on the same matter to confirm. Now different departments from thomas cook is calling and saying about the charge of 10, 000/- woithout any clue waht happened.

Hi.. I had a customised package booked for andaman. Before making the payment i had asked the person if rooms are available wherever it was decided & he said a yes after which i made the advance payment. Now they are telling me that rooms are full in the port blair hotel & giving me a stay somewhere else which i didn't like. I checked online, rooms are available of which i sent them a link.

We have booked tour of simply mauritius on 29/07/2017 and advance payment of rs. 50000/- paid on that day. Than after remaining payment of rs. 101928/- paid on 21/09/2017 to vishal suthar, assistant manager - leisure travel (Outbound). At the time of receiving payment mr. Vishal suthat told us that on 16/10/2017 your ticket and your travel document will ready and that day we give you two passport pouch and two duffle bags to you. On 16/10/2017. On 16/10/2017 i have repeated mobile call to mr. Abuzar hamja but he did not attend the my call. If he call attend he told that we inquired about your tour and call back shortly but he did not call back on 16/10/2017. On 17/10/2017 i have call at 10.56 am and he told me that within 15 to 20 minutes call back to me. But he did not call back up to 13.55 p. M.. The attitude of the your office is very bed.
Further i went on 1.55 p. M. At your office situated at city mall, nr. Lal bunglow, c. G. Road, ahmedabad. Mr. Abuzr hamja was present in office. And thay issued travel document and travel tickets and and give two passport pouch to me. As per commitment of vishal suthar, assistant manager - leisure travel (Outbound) i demand two duffle bags from mr. Hamja. Shri hamja told that if shri vishal commited to you go give begs than you received from vishal suthar, assistant manager - leisure travel (Outbound). I cant give you his attitude is. Very rude. Than after shri hamja call the mr. Vishal suthar said that if you give promise to give bed to him. Shri suthar refuse to give bags. Than after i have told that if once commit by your officer you must fulfill the commitment. These attitude of your office is very bed please do need full in this matters.

Hi i have bought a land package for 2nd nov to 5th nov and have made half payment and still awaiting response from your team for further payment and procedures, someone from your service team called me and asking me to pay a higher amount than the agreed value ans he said therr is a rate of exchange which is higher than sebi and rbi it is also higher than the rate offered than your bangalore branch and website rate, when i asked him he said he will get back to me and he never turned back, when i am trying to call back he deniying my call and saying will get back and i have also requested him to send a mail confirmation yet no response from him nor your team, really upset with your service,

Request you to help me resolve at the earliest.

I've been extremely ill last night i contacted the number given in manchester crying my eyes out in pain n ur adviser couldn't even tell me we're the hospital was in ixia she directed me to rhodes wen the hospital was only around the corner in ixia but this morning i didn't know this i arrived wednesday 4 oct i'm absolutely disgusted the way i bn treated i flew from cardiff to rhodes i'm appauled n will not let this go ur staff should b trained to take these calls as u hand out the paper work i've never bn so ill but belive me when i get home on the 11th i will b going to ombudsman asap nobody leaves me in this position u r meant to be a reputable firm i'm done with u n i travel with u 4 times a season hope u have decency to sort this out n reply asap or i will also go to the papers i'm a cancer patient n u do this to me i assure u ur not getting away with it we had trouble last yr payed for seats 59 pounds no seats booked no refund so this time i'm taking u to the top

I made the booking for Thailand package for 6n/7days for me n my friend! They take the booking amount needed and after that they don't bother calling and informing the status of your trip booked! I have called them myself for more than 10 times till date! They are just proactive in collecting the payment but after the payment yu need to sit and worry about your travel details! And after we call them and try to register a complaint regarding this they don't acknowledge it!

Hi I'm Prasanthi fro Hyd
I have paid the fee for Malaysia visa for my parents travel on 31march. Unexpectedly i had to cancel the same without booking visa. It's been already a month. I'm following up regarding the same. Every time I am told it refund is under process which is still not received. I have been calling me Aiyaz andNo proper response form the organisation or from the employee. Thomas cook had a brand... The same is lost due to such negligence from staff. Need to improve a lot in service to regain the brand. Hope the issue will be resolved at the earliest.
Thanks
Prasanthi

Hi,

This is to inform you that i booked a package for Bali on 21st Dec' 2016 from Delhi. On 20th Dec' 2016 my mother had a heart attack due to which i had to cancel the trip. I conveyed the cancellation mail along with the supporting documents through the proper channel but even after several follow ups and requests, i didn't got any reply. It has been more than 3 weeks and i am still waiting for the reply. There was also a promised gift voucher in the package which is also pending at their end.

I believe i had a very good and sound image for the company and have recommended their names for several number of times but this time my experience was horrible.

Being a customer we at least expect a reply and assistance for our issues.

I request you to kindly convey my complaints to the most concerned person so that such kind o[censored]nprofessional behavior gets highlighted.

Thanks,
Shashank
Mob:[protected]
[protected]@gmail.com

This is regarding my booking no G[protected].
I find Thomascook completely unprofessional and non responsive to clients concerns.
I made booking through ThomasCook for visit to Andman For 5 days (27th Dec'16 to 1st Jan'17) and am writing on my 2nd day of travelling today 28th Dec'16. My package is Premium package with accommodation in 4 star properties.
(1) Thogh, I booked my travel package in beginning of Sept'16, but it seems that all bookings of Airlines, Hotel and local transportation has been made just few days back, as itinerary and hotels are getting changed to our disadvantage. The Hotel has been changed from mentioned Peerless Sarovar (port Blair) to Coral Cove. The rooms are in basement and there is not even a window. Anytime of the day, one can't find out as rooms are without even a glass window. It looks like cellular jail. When we arrived to this hotel yesterday at 2 pm, Hotel people took 1 hour to give us the rooms, as rooms were not available. We're these not booked in time?

(2) Our trip to Hevelok, has been changed and reduced now my half day, as Morning Ferry to Hevelok is not booked And today, we would have to take afternoon Ferry. This has wasted our full day today and our plan of visit to Radhanagar Beach is postponed to tomorrow and squeezed in tomorrow schedule. The Havelok Island was our main attraction for the whole trip, and now that is being squeezed due to non timely booking of the Ferry. If we had booked our package 4 months in advance, can't the Ferry be booked at least 1 week in advance?

(3) The flight from Delhi to Port Blair yesterday was chosen an uncomfortable one which took, 8 hours ( due to long halt midway) while in same cost flights taking 5 hours were also available. Why appropriate flight was not booked timely and why you caused so much inconvenience?

(4) I last 1 month, I called up Thomascook customer care no, many times related to payment making, confirmations, travel itinerary. Every time, executive would say that they would revert in 1 hour or a day, but they never reverted. And you have to again call them U.S. And explain the whole matter again. Why so much follow up is required to Thomascook customer care executives?

Today, we are on 2 nod day of travelling, and daily we are getting surprises and negative changes in the itinerary and find Thonascook a very unprofessional and with customer disoriented approach.

I look forward to redress all of these problems and due compensation for the inconvenience.

Regards,
Pawan Gupta

I enquired to Thomas cook customer care if they process visa application for lithuania. And they said yes, other than biometric they do everything and asked me to pay 7500 through online. This i did and then they asked me to submit all the documents to the MG road branch. When I went there to submit the documents, they informed me that they dont process it for Lithuania and they will cancell my application so that I will get the full amount back. I didnt tell anything as mistakes can happen and confirmed if the application is cancelled from their end. They informed me it is cancelled and i will get the refund within 10 working days. My application reference number is : visc011370
This is the third week that is more than 17 working days and still i didnt get any money back.

Today when i called the customer care, HE TOLD ME MY APPLIXATION IS IN PROGRESS AND ALREADY SUBMITTED TO EMBASSY FOR PROCESSING !!!
when I really didnt submit anything and the application is cancelled... This is the level of data they have and they dont have a clue of whats actually happening.

My brother and his fiancé booked a european package for their honeymoon with thomas cook, they paid thomas crook over rs. 150, 000. One week before their wedding they are informed that they were unable to get the visa for the couple who are doctors. Now its been over a year and they are yet to return this money. Beware of these frauds. Dont pay them any money till you get the visas in hand and required documents which need to be provided by them. We have tried other agents like yatra and they seem better than this "suppossedly" establlshed company

Dear Thomas Cook Team,

This mail is to inform you about the terrible service that your company has organised for the holiday booked by my parents, N K Mehta and Anubhuti Mehta.

We had booked an all inclusive package with Thomas Cook hoping that we will not have to do anything but enjoy the trip, but thanks to the wonderful planning by your team the following incidents took place:

1. Initial itinerary was booked for 27th May 2016 even though Thomas Cook was well aware that my father is an Indian Air Force officer and requires permission from Ministry of Defense to travel out of country. After writing multiple mails the booking was changed to 28th May 2016 however from the beginning we had made it clear that nothing before 29th May 2016 will be acceptable. Still they adjusted and took the flight.

2. The new flights booked for travel were with a layover at Kuala Lumpur. Why? When there are so many flights direct from New Delhi to Singapore why was a flight with layover booked?

3. As per the new itinerary (PFA) the pickup from the airport is scheduled at 1330 hrs from the airport to the cruise. However if you check the cruise ticket (PFA) 1330 is the last time to check in to the ship. WOW isn't that perfect? I mean no consideration for the travel time.

4. No contact details were shared. The least you could have done is shared the contact details of the driver for pickup and/or the vehicle details. Even Ola & Uber share the details of the driver and vehicle in advance because it helps in locating the driver and vehicle. That isn't for fun you see.
Just one emergency number was given which no one answered even after multiple calls. Screenshot attached.

5. No address for the Cruise port mentioned anywhere. Why was it impossible to share the boarding location for the cruise by your company? I'm sure boarding location doesn't change every day. So your team knew it way in advance. When my parents had to take a cab they were not aware where to go, causing additional delay in reaching the destination.

6. As far as my personal interaction with Mr Anirudha Sisodia, the behaviour was extremely rude. Your company failed to provide any sort of communication details to us on time still somehow he managed to put the blame entirely on my parents. Seriously 10/10 for CRM. That's how you talk to a worried son whose parents are in a new country with non existent "experts" from Thomas Cook.
This does not even include the way he misbehaved with my father. Not answering calls, denying help during web check-in etc are just the starters.

7. The Hotel booked in Singapore is just below standards. Paying 2 Lakh rupees gets you such a hotel room? Find the photo attached of the bathroom. Even my hostel room was bigger than that room. Learn something from makemytrip if you can't do it on your own.


Well now this has crossed all limits of tolerance. So as a last warning or chance whatever you may call it I am writing this mail with the following demands:

1. New Cruise itinerary be booked and with all details by handed over to my parents in Singapore. Make sure it is either the same or a better room than the one for which they have paid.

2. A new and much better hotel be booked for my parents. A hotel below 3/4 star will not be acceptable. Inform me the name of the hotel before booking, I will verify and approve.

3. Return ticket be changed and DIRECT flight be booked to New Delhi.

Revert with a solution within 24 hours, and in case you can not do the same let me know. I will myself book the return tickets and the rest will be taken care of by the Police and the Consumer forum.

Extremely unhappy and disgusted customer,

Nitigya Mehta,
Manager, Bharti Axa Life Insurance.
Mob: [protected], [protected]