Thomas Cook. Changing passengers details results in total booking 'refresh'

Sappers

I booked a holiday with Thomas Cook back in October 2025 for the entire family - including partners / grandchildren. 18 in all at an 'all inclusive' hotel in Turkey we had used before. Five rooms in all. Two large rooms and the 'standard'. The booking was divided into two reference numbers, as the system could not accommodate 18 in one go.

Fast forward May '26. Three of the original group could no longer travel. We offered a family friend the opportunity to join us - so now down to 16.

I guessed there would be an administration charge for changing details for flights and hotel etc.

Then came the shock.

Thomas Cook wanted £150 to change name for flight and £930 for the hotel.

I complained. Long story short. Apparently Thomas Cook policy is to 'refresh the entire booking on the given details while using current 'dynamic' pricing. I also got the feeling they were prepared to take one of the large rooms booked to a standard as instead of 4 + an infant we now had 2 + baby and they could re-sell our original room!

The entire process seems outrageous and very unfair to the consumer.

However TC customer complaints stated they were working within stated terms and conditions we signed up to. ABTA said the same.

So in a nutshell.

Huge family holiday. Very expensive. Half already paid on deposit. TC want another £1k to simply change one passenger details and reduce the final numbers by 2, for which I anticipated no refund.

I asked if we could leave the hotel out of the scenario and just change a name on one of the flight seats. No same applied. The entire booking 'refreshed' !!!!

This 'refresh' clause sounds like a very unreasonable scheme, which seems to be endorsed by ABTA saying its in the T&C's fine print.

Does that make it fair?

flaneurs_lobster

Have you already made the change?

What would be the cost of leaving the booking "as is" and getting your new traveller to the hotel independently?

Would the room configuration still work?

Any cheaper?

Ms_Chocaholic

Would that mean that the flights would be affected for the travellers who were travelling.

Sappers

https://forums.moneysavingexpert.com/discussion/comment/82019108#Comment_82019108

https://forums.moneysavingexpert.com/discussion/comment/82019108#Comment_82019108

We have indeed considered that option. A new flight booking would be £160. £10 more than amending via Thomas Cook. We are then beholding to the hotel not to make a fuss regard a new name on our arrival. Still two people less than expected, so I do not see what the problem would be?

Sappers

https://forums.moneysavingexpert.com/discussion/comment/82019492#Comment_82019492

We are keeping existing flight arrangements, to avoid the 'refresh' excuse

flaneurs_lobster

https://forums.moneysavingexpert.com/discussion/comment/82019915#Comment_82019915

I don't know how strict a hotel would be about matching booked names against those actually attending. The regulations in some EU countries (I know Turkey isn't…) mandate the collection of passports and registration with local authorities but does that impact on a particular hotel's policies on name changes?

You're not trying to sneak extra bodies in, a quick palmed $20 (about six million Turkish Lira) might take care of any issues.

Sappers

https://forums.moneysavingexpert.com/discussion/comment/82019996#Comment_82019996

Funny enough, the 20 Euro smoothing method, has already been discussed! Lol.

One of the reasons I have posted is to hear from folk who may have experienced similar issues

I read Egypt is particularly stringent on names on passports, matching booking details. Not sure about Turkey.

Sappers

https://forums.moneysavingexpert.com/discussion/comment/82020003#Comment_82020003

I emailed the hotel They just referred me back to the booking agency. Obviously do not want to get involved