Thomas Cook India Complaints & Reviews

Sub: complaint regarding theft of indian rs.10, 000/- and other items/gifts purchased in shanghai during the trip named "chinese charm taken from thomas cook.

Sir
We took the tour package named"chinese charm"(5 nights/6 days-summer) from thomas cook w. E. F 20.9.19 to 26.9.19. It was the group consisting 37 tourists. The thomas cook tour manager ms. Amrita shetty told all o[censored]s to leave the luggage without lock and without valuables in the hotel where we stayed named"days hotel, shanghai and carry a small bag consisting one pair of clothes for going by air to xian where we have to stayed for one day only before going to beijing. She further told us that luggage will be sent by thomas cook agent named ms./mr. Nimbus directly from shanghai to beijing hotel named "5l beijing" by train.
When we reached "5l hotel" at beijing we all were shocked to see that so many items/gifts were stolen from our luggage sent by thomas cook agent named ms/mr. Nimbus and our rs.10, 000/- which we forgot to remove from our suitcase were also missing. All o[censored]s immediately made a complaint to thomas cook manager ms. Amrita shetty who instructed us to leave the luggage without lock.

I would like to say if anyone forgot to remove valuables from the luggage it doesn't mean that the same will be stolen so what's the responsibility of tour manager.

It will not be out of place to mention that we all see another tour operator/organiser named "veena tavels" being operated from mumbai all her group members were carrying their complete luggage with them during the journey from shanghai to xian and then to beijing and i don't understand why can't thomas cook take the same procedure to avoid any theft complaint from their tourists.
It is hoped that thomas cook will take stern action and get investigated this complaint thoroughly/deeply and also keep us informed about the action taken.
Thanking you,
Yours

(Sushil malhotra and anita malhotra)
12/39, geeta colony, delhi-31
M-[protected]

They have deducted inactivity fees on a card which has been blocked since 6 months due to fraudulent activity. My first problem was to get back this fraudulent amount back. They took more than 4 month to refund it. Also they ask for your complete card number during the call verification which is wrong practice. They are not complying with mastercard or visa card rules. I got this card blocked by thomas cook representative via phone call because this card was compromised. He never told me that there would be inactivity fees applicable even when the card is blocked.

There should be no inactivity fees on blocked card. I want this money to be refunded. They never sent any email regarding this reduction. Nor it reflects on my statement. I am unable to comprehend how they can legally deduct this amount.

I have Thomas Cook travel card. My card was swiped in Europe, while I was in Japan. I raised a complaint 75 days back informing the details of fraud transactions on my Travel card. I was asked to fill dispute form after my repeated follow-up. I had completed the required formalities as requested by the help desk
[protected]@in.thomascook.com
And also to [protected]@in.thomascook.com
Even after 70 days not a single reply comes. Every time I make a call to +[protected], the only reply I get is " we are working on your complaint and revert in 3 days. I am totally fed up. My incident no is[protected]. Only my BP shoots up in raising repeated reminders. I am really afraid if they would solve my problem. Please don't go for Thomas Cook. They don't care about customer complaints. They don't respond to emails not it gets resolved by phone.

I have booked a simply thailand 3 star - ex kolkata tour scheduled on october 4 for myself, my wife and daughter. I was informed that the total cost is going to be inr 1, 20, 307 and they give a discount of rs. 8, 000. I accepted the offer and paid rs. 45000 as advance. Thomas cook confirmed the payment and sent me the booking details (File number g[protected]. I was contacting their officer by name nancy mehta (Nancy. [protected]@thomascook.in) to whom i have sent all the required documents - aadhar, pan card, passport). As i have sent all the documents, i have been asking them to inform i have to pay the rest of the amount. One week back i was assured that their finance department people will approach me to explain the payment procedure. But that did not happen. I have been trying to contact them over phone[protected], [protected]) which no one lifts. There is no response to my emails. I tried to complain through their official complaints and complements page. Even there the executive said that they are not incharge of this particular tour.

There are hardly two weeks left for the tour. I cannot complete visa formalities unless thomas cook books my tickets and inform my accommodation. I do not even know whether the tour is on, or whether they would contact me or not. Hence lodging this complaint with a request to compel thomas cook to do the needful.

We availed your east europe dhamaka trip in june.
One of the options was not provided, though full payment was made in advance.
I asked long back for return of the money by email for option not provided.
Lodged complaint thrice earlier.
No comment. No reply. No return of money from your side so far, despite more than 2 months are over.
Kindly do the needful immediately without any further delay.
Why do i need to write you again and again?
Return my money immediately for the option not given during our trip to east europe.
Kulwant singh
[protected]
Booking reference file no:g[protected]

I have sold cny 300 at your vadodara, racecourse circle branch. They have given @ 7.25 when i asked why so low rate they confirmed me this is current live rate i trusted and sold it. But later when i checked selling rate on line in thomas cook it self rate was good @ 9.48 when i complained them, they told they offered branch rate and i should book online rate to get it. When i asked why there is huge gap between two rate there was no justification since it was just cheat customer. This is purely unethical way thomas cook, race course, vadodara branch doing business they are not following their own company rate.

Hello thomas cook,

I kamlesh sardana (Passport no p3061137) had deposited vide reference no vi00091150 dated 26th july, 2019 visa fees of rs 1954/- for visa to singapore. All documents pertaining to visa along with original passport had been deposited with mr rajan, visa executive at connaught place on 26th july 2019 afternoon in person.

Mr rajan reviewed everything and confirmed all is ok. And i am sure, other employees double check documents, photos and details before submitting everything for visa approval to ensure all required formalities are as per standard. This is the reason customer relies on you.

From 2nd august to 10th august, i kept asking for any update about my visa status telephonically. No update was provided. Finally, i went personally on 12th august 2019 at 13:00 hrs (16 days after submission). And to my complete disbelief and shock, i was told that my visa was rejected. Reason could not be provided. Later in the evening, i called and was told reason of rejection was photograph.

Firstly, it took you 17 days to process the visa though it was told it would take 1 week to 10 days. And message was conveyed to me when i personally went to your office on the 17th day.

Secondly, if it was rejected for photograph, (Though i disagree) then also, why your officials who are trained to scrutinize before sending, did not look into this aspect.

Thirdly, why was the status conveyed to me only after i personally went there on the 17th day. This means, if i had not gone to the office personally, then probably you would have further delayed it.

Your services were taken up for saving my time and energy. You can see in this case, i had to go to and fro to your office spending time and energy resulting in a shocking result. I could have got my visa done myself instead of wasting my time and energy with you. This service from you is completely unacceptable.

With the exactly same documents, i have already got my visa approved in just 5 days. This clearly means, your procedure is at fault.

Kindly refund back atleast my visa fees processing charges rs 1954 immediately if you consider yourself to be an international travel agency taking pride in customer satisfaction. I have also spent additional money on getting my ticket postponed because of the delay from your end.

Thanks!

I booked an order for foreign currency (1, 850 euros) with thomas cook a few hours ago. I made the full payment and had to next upload my documents. However, i will be traveling for studies but the set of documents demanded were that for personal travel. I called up the customer care twice in vain. The response was very poor and i have not received any correspondence. The payment has been made in full and i am worried about the money and the fact that i don't have much time to spare before travel.

I am a trader from pune maharashtra named new mamta traders i have a promotion ticket
So your employee named saumyadeep chakraboty
Mob no [protected]

He first confirmed our names and tickets and now he has changed the ticket owner names
And not giving me my promotion tickets
So i request you to please look after it

Sonu kanayalal dingriya

Back in june 2019, i deposited inr (Equivalent to my usd need) and get two credit cards with the clear cut information given to me like this from thomas cook.
"this can be used as credit card in usa and each time you use this in atm, you will only get charged $2 per atm transaction. Daily withdrawal limit is $1500"
Reached usa safely! :)
Started using my credit card as credit card, did not face any issue 1st time. I got more trust on the cards as i did not get charged as credit transaction. Cool:)
Real game starts now: (
I wanted $1500 cash (As the limit was set $1500 per day and also i confirmed over the phone on the day i was going to cash out the same). I would only get charged $2 from the "all point" atm (Also that was informed to me over the phone – thomas cook customer service - on the same day to use "all point" atm to avoid any other fees), with that impression, i googled and found "all point" atm and entered my card to cash out $1500. Surprisingly, atm did not allow me to cash out 1500 and gave message that "please enter lower amount". I tried with $1000, no luck, same message. I tried multiple amounts each time lowering it from the previous try, at the end i got lucky and atm accepted $400 amount. I got $400 cash and receipt from the atm, that has no information about remaining balance at all. I again try with $400, got $400 as cash. So i got total $800 so far.

3rd time i tried with $400, it rejected and asked me to lower the amount, i got success with $100 after many trials. Next time $80!!! And so on... Overall i got 7 successful trials to get my desired money. However, i did not get my balance yet. So i tried one more time just to get the balance, and i was shocked, my balance was about $42 less than it supposed to be!!

I called thomas cook customer service and explained the situation, they said you got charged 4.99 per transaction plus 18% gst….. I got another surprise!!!

I tried contacting thomas cook through their help email, they said, there is nothing they can do, all charges are legitimate. One more surprise!!

Please help me understand, for getting my own money from their “setup system”, if i get charged $42, which would have been only $2 per my expectation as per what i was told in india. They made $40 just like that. This is called real cheating.
I need resolution from thomas cook to give me back my $40 and fix this issue so that customer can trust you in future. Otherwise, it is proved that you are a cheater company and giving customer like me surprises after you take their money. Hoping to get this read by thomas cook higher management and give me refund back.

To
Thomas cook (India) ltd,
Dear sir,

Ref: booking file no. G[protected]
Char dham yatra tour
From 15th june 2019 to 25th june 2019

Request for refund of
Excess amount of rs.21, 840.00
Charged erroneously

We would like to bring to your kind notice the following few lines relating to our grievances regarding char dham yatra tour availed from your esteemed company.

1. We have booked our char dham yatra tour with thomas cook (India) ltd, from 15th june 2019 to 25th june 2019, ref: booking file no. G[protected] sitting at your cuttack office situated inside the big bazar premises, netaji subhas chandra bose arcade, dargha bazar, unit 38, 1st floor, cuttack on 29th may 2019, after a discussion with your office bearers on 27 th may, to avail a discount of rs.1, 400.00 by fulfilling the condition to book the tour before 30th may 2019, as informed by your office bearers. The package was ex delhi and the price deposited for the purpose was rs.1, 81, 436.00 for 4 persons.
2. We have reported at the delhi destination on 15th june 2019 in time and started our onward journey with the guidance of nilesh tawde, tour manager, in two groups of 10 and 8 peoples enjoying the same facility all the way like staying in same hotel and moving in similar vehicle, (Which can be verified by your good office) and successfully completed the tour on 25th june 2019.
3. To our utter surprise, we came to know from our tour mates, who have joined at delhi with the group that they have paid much less an amount, for example booking file no. G[protected]Rs.79, 798.00/2 = rs.39, 899.00 per person) for the same tour also ex delhi, as against (Rs.1, 81, 436.00/4 = rs.45, 359.00 per person in our case). Moreover they had booked the char dham yatra at a later date than us, which can be verified from your office. As per the calculation, we are loser by rs.45, 359.00 – rs.39, 899.00 = rs.5, 460.00 per person x 4 persons = rs.21, 840.00 for our group.
4. After arriving at our native place, we brought the discrepancy to ms. Gopangana mohapatra at your cuttack office and she took the pain to escalate the matter to your calcutta office immediately with all the details provided by us.
5. To our regret, though your calcutta office has assured us on the day itself to make necessary enquiries and to redress our complain at an early date, and assured us to return the amount excess paid by us, we failed to receive any communication from them.
6. For your reference we enclose herewith the booking file no. G[protected] provided to us by thomas cook (India) ltd and the booking slip file no:g[protected] provided to mr. Pramod kumar and mrs. Rekha kumari.
7. We solicit an early action in this matter as we came to understand that we had been penalized by an sizeable amount erroneously, which should be at par with the cost borne by other members of our group who had booked the tour ex delhi.

With sincere regards,

Prasanta kumar dash and pradip kumar sahoo
(Mail id: [protected]@gmail.com)
Mob no.[protected]/[protected]

One of worst tour operator in india. Naam bade aur darshan khote. I paid them advance in january 2019, there was excess payment made from my end.in jan when i inquired refund for excess payment made by me, it was said excess payment will be refunded after completion of your tour. My
Tour was over in 3 rd april 2019, it was for korea & japan. From april i am writing to them for refund they are not giving me. First of all it was difficult to find out department for refund. No body was ready to share any contact information. Finally my tour manager helped me & gave me email id of concern department. Till date i am doing follow up with them but they are not giving refund. Fail to understand how their system works & why they are reluctant to refund excess payment. I think neem holidays, one of worst tour operator works better than thomas cook.

I am col pradeep kumar from noida. Have booked for group tour to japan and china as per details..
File no:g[protected] | file name: mr pradeep kumar japan china tour |start date:[protected] | end date:[protected]
| tour code:tcjc010619 |

Post booking i was contacting almost everybody but could be handed over travel documents only a day prior to our travel, from cp office, new delhi after intervention from mr romil pant, vp, mumbai and the northern area head mr pankaj handa, gurugram.

That day i was informed that the travel kit is being sent by courier and will be reaching before our departure, but the same never reached.

We were the only one who had traveled both to china & japan. Everyone else joined either at japan or china. And we were the only one who were not travelling with the travel kit whereas all others who had booked from much smaller city and short trips of 5 days had it with them.
After my return on 14 jun 19, i had tried to contact with the person dealing with the case several times but there has been no response.

You may like to look in to the functioning of this most prestigious office located at connaught place, new delhi and take suitable action as deemed fit. All i can say that my first and only travel through thomas cook has not been very pleasant. Visa handling will remain forever in my mind.
As a respect to the humiliation that i have gone through, you may like to consider to send us the travel kit now.
The case was being looked after by….
Vijaya. [protected]@in. Thomascook.com, priyanka. [protected]@in. Thomascook.com

With regards
Pradeep kumar
[protected]
[protected]

Dear all, we would like to share our very poor, horrifying & unpleasant tour package experience booked through thomas cook india. We booked a standard package tour for 6 persons (Three senior citizens couples) for 7 nights 8 days for leh ladakh 30 days before date of departure paying around 46500 per person. Total advance payment was remitted before 25-26 days of departure date fully acknowledged. The tour vouchers etc were received three days before the date of departure after lot of rigmarole. A number of deficiencies & shortcomings were faced, noticed & reported as under;
1. The pick up from airport was not very graceful. Only an maruti omni car was provided to transfer of six adults guests including their luggage on the roof top & hand baggage in the laps. It was giving a feeling as if you are being packed in gunny bags & loaded in a luggage vehicle.
2. The hotel provided was not out of the four options mentioned in the offer proposal but covered under similar, as usual. The hotel in which we were placed was found to be too inferior to the level mentioned in the offer letter. The rooms were clumsy & dinzy. The rooms had no provision for tea making kettle, the toilets were too small & no proper place to take bath. The toilet lay out was defective & floor level were so bad that the entire water would log into the entire bathroom when bathing is done. There is no provision for exhaust in the toilet. We had to ask for a wiper to clear water in the toilet to allow the second person to take his bath. This is how they tend to compromise in quality & quantity of facilities to the guests, after taking bookings with full amount stating star facilities. This is nothing short of duping & defrauding with fake promises by presenting rosy picture at booking but not delivering rightfully later.
3. No proper vehicle was provided for local site seeing. It was a scorpio for six adults, which vehicle is suitable only for 4 adults & 2 small kids. Second day when we were to proceed for nubra valley through dhrungs pass & travel around 160 km of hill journey same vehicle was arranged. After lot of protest was lodged with their local manager, a xylo vehicle was arranged after lot of rigmarole, arguments & counter arguments. This clearly depicts their poor attitude to deliver the rightful & minimum level of services to the guests, which is rightfully deserved & paid for besides committed.
4. The tour to turtuk was good but the visit to zero point to pakistan boarder was not specifically included in the itinerary, which is just 5-7 km from turtuk village. The driver charged rs. 1000/- extra to cover zero point. We had no choice but to yield to his unreasonable demand to visit the zero point to pakistan boarder. But this is very unfortunate & unworthy of thomas cook people that they have not bothered to do little home/ research work & not included zero point in turtuk visit. This reflects their casual approach & taking the guest for granted & ride.
5. I have written at least half a dozen mails to their service quality department with copy to all concerned about compromising in their poor services but there had been no response whatsoever. Not even a word of regret. There are very few people who really take time & pain to write feedback of deficiencies in services. I had met several persons during our current tour complaining about the large / varied type of deficient services of thomas cook but none really had the guts to write about their horrible experience & feed back.
5. There had been some excess money paid to thomos cook while remitting final payment, which they are neither responding to my mails nor refunding. They are very selfish & self centric people, as they respond only such mails which suit them most. Rest they ignore. This evasive & insensitive working culture is very irritating, frustrating & unbecoming of such enterprises.
After such bad & unpleasant experience, it is our very strong feeling & firm opinion that the leading tour operators of the status of thomos cook are also engaged into all those low level tactics of duping & fleecing tourists by compromising in providing inferior quality of services & deficient quantity of facilities like other tour operators.
We are of the opinions that one should not be guided & carried away with their fake market credibility which in truth is artificially created. It has been found that they sell rosy & misleading pictures, make fake promises but fail to deliver in reality what they commit. Most of their services are deficient & facilities lower both in quality & quantity. They seem to work on very high margins at the cost o[censored]nder rated services & compromised facilities both in quality & quantity, thus duping customers with fake & misleading promises.
Let everyone be careful in dealing with thomas cook for booking at least tour package with in india.
Best wishes
K k singhal
Noida
Sent from my iphone

I am holding a One Currency Card of Thomas Cook and after my travel i submitted the details o[censored]nused USD in my Card Account to Relson Forex from whom I had purchased the Card. Since the last 5 Days i have been following with them who had assured me that today of wednesday 19th June 2019 the amount would be transferred in my account the details have already been furnished to them. Today on calling them they said that the person in charge of refunds at Thomas Cook is not available and informed me that if i wish i can talk to Wiliiam Harry cell No:[protected] who informed me that i should call him but to speak with Relson Forex. Again Relson Forex have asked me to wait for a day. I do not understand that who is fooling whom and need to address the issue urgently.
Thanking You,
With Best Regards,
Chandresh Shah
Cell No:[protected]

I booked a trip to Scotland through Thomas Cooks Powai branch. In just one working day they increased the price of the trip, which was just from London To Scotland and back to London by 16K. We were pressed for time so agreed. While booking the trip, I asked for the name of the hotel in Portree at least 4 times so I could check it out online. Each time I was told it is a three star but they can’t give the name and their person in Edinburgh would give us the vouchers. Imagine our shock when the 3 star turned out to be a 4 bedroom home where two bedrooms were leased out. I sent a complaint to their MD and this is his reply.
Hi Ms. Patel,
We are neither swindlers nor are we a mom and pop store as you imply in your mail. I actually find parts of your email objectionable.
Having said that I wish to draw your attention to a couple of facts that you have either chosen to ignore or are unaware of.
Firstly post the rise in Oil prices and the demise of Jet Airways, airfares have increased sharply and consequently we had to charge you the additional amount to cover the increased airfares. As far as hotel in Scotland go, Highrise hotels as you see in India only to be found in a few cities and most hotels are family run.
Anyways I am asking my colleague Nawazesh Irani to assist you through the process and ensure that you have a good experience. Nawazesh is copied into this mail.
Well, how he is citing Jet Airways closure/fuel surcharges for the increased 16k is beyond us as the trip was from London to Scotland and back to London and the tickets and visa were done by us. No air travel was included as it was a train ride to and from London. Also how a four bedroom home in which two are rented out qualify as a family run 3 star is something only Mr Menon’s travel school could have taught. Though he said in the email that he’ll ensure a good experience, nothing has been done. Starting from beginning to end it’s been a nasty experience. Even the MD can’t be trusted.

I booked a trip to Scotland through Thomas Cooks Powai branch. In just one working day they increased the price of the trip, which was just from London To Scotland and back to London by 16K. We were pressed for time so agreed. While booking the trip, I asked for the name of the hotel in Portree at least 4 times so I could check it out online. Each time I was told it is a three star but they can’t give the name and their person in Edinburgh would give us the vouchers. Imagine our shock when the 3 star turned out to be a 4 bedroom home where two bedrooms were leased out. I sent a complaint to their MD and this is his reply.
Hi Ms. Patel,
We are neither swindlers nor are we a mom and pop store as you imply in your mail. I actually find parts of your email objectionable.
Having said that I wish to draw your attention to a couple of facts that you have either chosen to ignore or are unaware of.
Firstly post the rise in Oil prices and the demise of Jet Airways, airfares have increased sharply and consequently we had to charge you the additional amount to cover the increased airfares. As far as hotel in Scotland go, Highrise hotels as you see in India only to be found in a few cities and most hotels are family run.
Anyways I am asking my colleague Nawazesh Irani to assist you through the process and ensure that you have a good experience. Nawazesh is copied into this mail.
Well, how he is citing Jet Airways closure/fuel surcharges for the increased 16k is beyond us as the trip was from London to Scotland and back to London and the tickets and visa were done by us. No air travel was included as it was a train ride to and from London. Also how a four bedroom home in which two are rented out qualify as a family run 3 star is something only Mr Menon’s travel school could have taught. Though he said in the email that he’ll ensure a good experience, nothing has been done. Starting from beginning to end it’s been a nasty experience. Even the MD can’t be trusted.

I had applied for an Australian visa a month or two ago. I was not given the right service nobody ever answered phone calls on time. My documents weren’t checked carefully on your behalf and hence I faced a rejection. I did not pay 10000 rs for such kind of irresponsible behaviour. I need proper reasoning for why my documents weren’t verified by you.

My parents travelled with Thomas cook highlight of Europe from 3rd may 2019 to 17th may 2019,
When they arrived to UK from Mumbai they assigned the tour manager Vinod,
he informed my parents that there name is not in the list .so they wont book the hotel room to stay .my parents whole tour they shared the room with different people on tour . he was very much rude with my parents
Also when they took for Disney land they hard gave 1.5 hours time to spend in Disney land . as per the details provided Disney land was for full day . after spending nearly 10000INR for Disney land only 1.5 hours is not worth of it .

my request is we required refund of the hotel stay and Disney land and also need to take necessary action on tour manager vinod since he was very rude not supportive

Regards
Kishor
[protected]

I am facing a problem with refund even Thomas Cook service quality team is not replying to my mail. If this is the way Thomas Cook is going to behave with the customer sorry to say I will not opt for THOMAS COOK again. There is no transparency in anything while making full payment amount get increase while refund if I ask for cancellation charges in an itemised way they don't provide. While calculating my refund then also your Thomas Cook team can do simple math. If you want proof I can show you. I have all the emails which are being sent by your leisure and travel outbound person Mr Saurav Mitra.