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Thomas Cook review
Find out how Thomas Cook fares for beach and family holidays in our survey of nearly 20,000 package holidays
Who is Thomas Cook?
Thomas Cook re-emerged as an online travel agent (OTA) after its 2019 collapse and now offers package holidays for warm-weather getaways to the Mediterranean, America, Asia and more.
Which? Verdict
Thomas Cook offers affordable beach getaways, but its customer score is underwhelming when compared to other rival holiday companies.
Thomas Cook customer ratings
| Holiday type | Which? Recommended Provider? | Customer score |
|---|---|---|
| Family holiday | No | 76% |
| Beach/resort holiday | No | 72% |
Customer score Based on a combination of overall satisfaction and how likely people are to recommend the company. In an online survey in August/September 2024, we asked 12,119 Which? Connect panel members and members of the public about 19,958 holidays from the past two years.
We tracked the price of more than 20,000 holidays to find out exactly when to book to get the cheapest price – read our 28 ways to save on your next holiday
What’s a Thomas Cook holiday like?
The new Thomas Cook has positioned itself as a budget online travel agent (OTA) – and it’s certainly cheap. Only four of the 30 brands in our beach/resort holiday provider table could provide a cheaper short-haul average price than its £102pppn.
Unfortunately, it did little to impress customers. Its 72% customer score left it towards the bottom of our beach/resort holiday table, and while its 76% customer score for family holidays was better, it was still mid-table.
Thomas Cook only managed a poor two-star rating for transport in both beach/resort and family holiday categories. One customer’s holiday was hit with prolonged set backs, including flight delays and ‘no transfers at the other end when I arrived’.
The accommodation wasn’t rated any better, receiving just two stars. One holidaymaker told us their room was ‘poor compared to how it looked on their website', adding that 'the food was awful’.
Should I book a holiday with Thomas Cook?
No. Thomas Cook may be relatively cheap, but average scores and poor star ratings suggest you’ll get better value for money with a Which? Recommended Provider like Jet2Holidays.
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