If you wish to issue a complaint about Thomas Cook, here are the ways you can make your problems heard.
Reasons you may be making a complaint about Thomas Cook
- Treatment you received while booking your holiday with Thomas Cook
- An issue you faced while on your holiday
- Your luggage was lost or mishandled
- You believe you were mistreated by a Thomas Cook staff member
Thomas Cook Contact Numbers
|Complaints||0843 557 4347|
|Head Office||0844 453 0236|
|Customer Services||0843 557 5066|
|Baggage Complaints||0843 596 3078|
Thomas Cook Opening Hours
|Complaints||8am-10pm, 7 days a week|
Thomas Cook Head Office Address
|Head Office||Thomas Cook Group plc, 3rd Floor, South Building, 200 Aldersgate, London, EC1A 4HD|
Thomas Cook Complaints Procedure – 0843 557 4347
If you would like to issue a complaint about a service you received with Thomas Cook, you can call the number on this page to be put in contact with a colleague that will be willing to listen to your issue, or you can fill out the online contact form on www.thomascook.com/customer-relations. You will need to have access to your booking reference for this.
With this, Thomas Cook offer you the opportunity to explain in full your complaint and also provide the chance to attach any photographic evidence you may have of an event that has caused you stress with their service. You should receive some kind of confirmation once you have submitted your complaint, and then you can know that your complaint will be dealt with in a timely manner. Thomas Cook will respond to you by either accepting the complaint and offering a solution to fix the situation, by not accepting the complaint but offering some kind of action that will help to tackle the issue, or by rejecting the complaint. If your complaint is rejected, you will be given an explanation by Thomas Cook as to why this was the reaction they took.
If you wish to make a complaint by writing a letter to send in the post, your complaints can be sent to this address:
Customer Relations Department,
Thomas Cook, Westpoint, Peterborough Business Park, Lynch Wood, Peterborough, PE2 6FZ.
Westpoint, Peterborough Business Park, Lynch Wood, Peterborough, PE2 6FZ.
Peterborough Business Park, Lynch Wood, Peterborough, PE2 6FZ.
Lynch Wood, Peterborough, PE2 6FZ.
Peterborough, PE2 6FZ.
Here your letter will be received and your complaint will be processed in the appropriate methods.
Thomas Cook Airlines Complaints – 0843 557 4347
It should be noted that no flights with Thomas Cook offer refunds, so if you are looking to claim any money from a cancelled flight you will have to seek this through your insurance. Only in the 24 hours immediately following booking do you have the opportunity to cancel your booking and receive a refund on your flight purchase. If you have recently flown on a Thomas Cook airline and believe your flight was not to the standards you expected, your flight was cancelled or you had a bad experience while booking your flights or accessing your flight information, you can contact Thomas Cook on either the listed phone number for their complaints service – 0843 557 4347 – or you can write to them using the above address. This should put you in contact with someone who can help you to find a resolution for your problem.
Thomas Cook flights are changeable, however, meaning that you can change either names or dates on the flight if a person missing or an unavailable date is stopping you from flying on your previously agreed timetable. All details about flight changes can be found on their website, along with a full price list for how much this service will cost. However, if you have already checked into your flight then there can be no changes made to your booking.
Thomas Cook Baggage Complaints – 0843 596 3078
If you believe your luggage has been mishandled during your flight, you can leave a complaint by either calling the baggage complaints number on 0843 596 3078 or contacting a representative of the airline if you’re still at the airport.
If your luggage has been lost during your flight, you can contact the Thomas Cook head office on 0844 453 0236 to talk to someone who can advise you best on your next move. If your luggage was lost within the airport you flew from, there is a chance that it may have been placed on a different flight than yours, in which case you should contact a Thomas Cook representative and they will ensure to trace your luggage and arrange a free delivery of your luggage to where you are. If your luggage was lost while you were on your flight then they will make sure to contact representatives for the aircraft you used who will ensure to have your luggage returned to you.
Thomas Cook Cruise Complaints
Thomas Cook work in partnership with several cruise liners, including P & O Cruises, Royal Caribbean, Cunard and Celebrity Cruises. If you have had a bad experience while on a cruise that you booked through Thomas Cook with one of their cruise lines, you can leave a complaint both with Thomas Cook on 0843 557 4347 and also by finding contact information on whatever cruise line you were using, as while it is important for Thomas Cook to be aware of bad experiences with specific cruise lines so they can constantly evaluate their relationship with their partners, it is mainly down to the cruise line for providing a comfortable and satisfactory environment for their customers.
If you had a bad experience while booking your holiday with a member of the Thomas Cook staff, please contact the Thomas Cook complaints line on 0843 557 4347 as they would be very interested in helping rectify any problems you may have had with their service.
Popular Questions about Thomas Cook
When does Thomas Cook release information on their flights?
Thomas Cook has a flight timetable overview that is available to download from their website for each season of the year. This means you can see when flights are being released, which makes it easier for you to plan your future trips. There is also access to a flight tracker on their website which allows you to input information on your flight and see what its status is. This is helpful both for checking where someone you know that is flying is or for gaining information on your own delayed flight. If you would like extra information on your delayed flight you can call the Thomas Cook head office number 0844 453 0236 where you will be connected to someone who can give you more details on your delayed flight.
Can I book my own seat on my Thomas Cook flight?
You definitely can book a seat on your flight with Thomas Cook. You can do this either while you book your flight, or you can change it later. The Thomas Cook website provides a map of the plane’s interior for you to view so you can choose your ideal seat from there (as long as it’s still available). You also have the chance to find a seat with more legroom. Prices for seat reservation start at £7.50 and the option is definitely advisable for anyone travelling in a large group that would like to sit together.
Where can my Thomas Cook voucher be used?
If you have been luckily gifted with a Thomas Cook voucher you are free to use it across all Thomas Cook stores as well as in Co-Operative travel branches. This applies if the voucher is in physical card or e-card form. Your voucher can be used to buy any product you might want within the store (except for travel money, unfortunately). The voucher can even be used to contribute to some holidays found on the Thomas Cook and Airtours websites. If you’re having a problem with using your gift card please call the contact number on 0844 453 0236 for help with this.
About Thomas Cook
The Thomas Cook Group is a British travel company that was founded in 2001 with the merge of the Thomas Cook AG group and the MyTravel group. The companies joined to make huge savings between them, which added up to around £75 million. Thomas Cook have 31 planes in their fleet that fly from around 20 destinations, and work with 25 cruise lines to provide the best holiday possible for their customers. They have around 2,500 employees in their 10 staff centres within the UK. During the 2016/17 period, Thomas Cook had big plans to introduce 11 new As21 planes to their fleet, that would include premium services and refurbished cabins for their passenger’s enjoyment.
Any more information about Thomas Cook can be found by calling the Thomas Cook Head Office number on 0844 453 0236.