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Thomas Cook Travel Ltd

  1. Andover
  2. Andover Finance

Reviews, get directions and contact details for Thomas Cook Travel Ltd

Address: 65 High St, Andover SP10 1LT, UK
Phone: 01264 568000
State: Hampshire
City: Andover
Zip Code: SP10 1LT

opening times

Monday: 9:00 AM – 5:30 PM
Tuesday: 9:00 AM – 5:30 PM
Wednesday: 9:00 AM – 5:30 PM
Thursday: 9:00 AM – 5:30 PM
Friday: 9:00 AM – 5:30 PM
Saturday: 9:00 AM – 5:30 PM
Sunday: Closed

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Reviews
This have to be one of the worst places I have ever seen to book a holiday with. I am not saying Thomas Cook are a bad Company at all however the staff in the Andover Branch by the name of Roxanne and Rachel are the complete example of disgusting customer service. I and the Lead passenger's wife had went in branch to pay the full balance of the holiday, to which we were advised we couldn't as he wasn't present to authorise the transaction of his debit card thats understandable and explained that he could always phone and pay over the phone. We explained that he is away driving coaches for a couple of weeks and his wife has the debit card. The staff then said we would get a WARNING email by the 25th giving him a notice period to pay it but he's got plenty of time. Myself writing the review now called up thomas cook on the 21/10/2017 only to let them know that Len would be popping on on the 27/10/2017 to pay the full balance, To which I was then told it would be cancelled on the 25/10/2017 if the full balance wasn't paid which contradicted what the Staff had told myself and the Lead passengers wife to our face. She then threatened to cancel the holiday if its not paid. Dissatisfied with my service I called the Basingstoke Branch and sought advice from a consultant called Kieran, He was very helpful and went well beyond what he needed to do for us. which is sad because Kieran looked after another Branch manager and branches clients really. When I got an update Roxanne and Rachel both spoke with Len the lead passenger a 70 year old man scare mongering him to pay a fee or it's cancelled being extremely rude and made no effort what so ever at all to attend to his needs and even try to help in anyway. Len ended up paying the fee over the phone to hold it for another two days then paying the full balance as he said he would. Booking a Holiday is meant to be an exciting experience, something to look forward too even more if your 70 years old and still working full time. But in no way was this exciting it was so stressful and the manners, Attitude is disgusting. He has booked the same holiday for years and years and never had a late payment. When the Thomas cook plane tyers melted in Gambia because of the pilots errors he was not compensated what so ever and to return as a customer and be put under stress for loss of money, spoken down too and scare mongered is disgraceful. I previously trained staff in customer service and telephony and the example both Rachel and Roxanne showed is the absolute pinnacle of bad customer service, Everything a good customer consultant should avoid. Myself and his wife were literally in the branch alone for about 8 minutes before they came through and sa behind there counters. Good break was it or? that the shop floor was left un attended. I called from my work desk which naturally calls are recorded where I work as well as the initial call i recorded of there conversations with the Lead passenger and will be following this review up. 1* is generous in the Andover branch I advised you use many of the other travel agencies in andover such as Hayes travel , toucan Travel or Bath Travel Disgraceful Rachel and Roxanne
7 years ago (03-11-2017)
Thomas cook Andover are without doubt the worse travel agents I have ever experienced. They booked out very first family holiday to Disneyland Paris. Gave us the wrong time for the Eurostar so missed he train. Expects us to pay for the travel to get to Disney when we had already paid for it. Missed the service of the luggage which we paid for. Had to buy our own meals on day 1 and on the last day as they messed this up as well. On top of this it took 20 hours to get there and were exhausted and missed the first day of our holiday. Would have been quicker to have driven. They now claim that this was Disneys fault and will only offer a fraction of money as compensation. An outrageous experience and we will never use them again. I should also mention that the supervisor at the Eurostar Ashford has reported that this is not the first time Thomas cook had done something like this. The service from one person in Thomas cook. A women is without doubt one of the rudest people I have ever enoucnted... No customer service skills at all. Avoid Thomas cook at all costs unless you want you holiday ruined.
7 years ago (01-09-2017)
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