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.
Claim your business profile now and gain access to all features and respond to customer reviews.
