Review Time
One of the worst card to purchase, they will force you to buy prepaid forex master card. if you don't use for few month silently deactive and steal your money, they won't respond to your call, even if you visit their branch they say will enquiry. they will make you suffer to get your money back for several month beaware.
Today I wanted to check my meals and book hotel transfer ms to and from the airport. I started with the chat bot but was transferred to Maria who supported me through the process and was very patient with my questions and re confirming. She gave me confidence that my booked as all sorted and explained everything I asked. Great job Maria.
I have deleted my Thomas Cook app. Such a shame to see this company change from helpful humans to AI bots. Note to Thomas Cook - I did not get the support I needed for a pricey dream holiday, an expensive error could have been avoided, also the lack of crucial information about the resort and country added to the upsetting experience. Its a false economy on your part, as after several previous lovely holidays booked in the past with you, I will know look elsewhere
I would never use these. I would stay well clear of booking any travel. We have been trying for over a month to speak to someone and change our holiday or get a refund but it’s still a on going issue you can’t speak to anyone and no one reply’s to you. I would highly recommend going with someone else as they are completely useless and incompetent of sorting anything out.
After a convincing discussion, I shared my details with a Thomas Cook representative to obtain a zero mark-up forex card. I loaded the card and also purchased some GBP cash, submitting all required documents.
Despite “doorstep delivery” being advertised, I was asked to visit the branch in person to collect the card and cash against my payment receipt.
What followed was a thoroughly harrowing experience!
The collection branch was no larger than a small village post office, with just one functional counter. I waited for over an hour to be called and then spent nearly two more hours while the staff struggled to resolve backend issues. Shockingly, no one seemed to know how to issue a basic forex card despite all documents being in place. This is not my first international trip.
There were repeated technical and system glitches. To make matters worse, a TCS amount was deducted without any prior disclosure at the time of payment. This was never communicated upfront. TCS is typically reconciled during income tax filing, not imposed without notice during the transaction. I verified this with other travel facilitators.
I was issued a manual receipt instead of a system-generated one and told the card would be activated within 24 hours and linked via the mobile app.
It has still not been activated.
The contact numbers mentioned in their emails and on the website do not work. My emails are bouncing back. The team that relentlessly followed up before payment is now completely unreachable.
This raises a far more serious concern. If such breakdowns occur while the customer is still in the home country, one can only imagine the difficulty of getting support from a foreign country if the card fails, is blocked or requires urgent assistance. In a host country, timely access to funds is not a convenience; it is a necessity.
Is this how a global brand like Thomas Cook operates in India, leaving customers stranded after taking their money?
I am now forced to rely on my wife’s forex card from another travel facilitator, who offered better rates, seamless processing and doorstep delivery without drama.
One-line recommendation:
Stay away from Thomas Cook. They appear far more invested in celebrity endorsements than in fixing basic operational competence.
No help at all regarding aer lingus flights still waiting for a response after 3 times contacting them
****Edit*****
I was contacted by Hannah who was absolutely outstanding in helping me!! All in the most friendly manner too!
Thank you so much Hannah
So far so good!
I came across Thomas Cook whilst online searching for holidays...I didn't realise they were still around as a brand selling holidays, great to see!!
Brilliant website - does what you want it to do with minimal input. Great APP and the prices are very competitive. We booked a holiday, a complete package of 5 star hotel, flights and transfers all via the website, for March 2026...
All being well, I'm hoping my 5-star rating for Thomas Cook continues. So far, the experience of booking the hotel, flights, and transfers with Thomas Cook has been great, and I'll provide a further update on our return.
PS - Thomas Cook has now been added to my list of 3 go-to websites for holiday quotes...
The representative was outstanding. I felt completely overwhelmed by the online options. I chose to call the company, unsure if they had agents available, and connected with a fantastic representative. She provided a wealth of information and was incredibly patient. No question was too much for her. She presented numerous options and guided me in refining my choices. She was very flexible regarding who would complete the booking, whether it was her or myself. Most importantly, she made the entire process enjoyable 😊
The fantastic support I received made my amendment effortless. The representative was clear about my options and addressed all my inquiries. I had to reach out again due to a booking error. Another team member kindly answered my call and was thorough, resolving all my concerns and fixing the issue. Thank you for all your assistance this morning.
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