I booked a Thomas Cook holiday on the website for August 2009 way back in June 2008. And today I've been trying to pay my final balance since they wrote to say it is due. So I tried to pay on the website. All went well, it recognised my booking, and took card details - and then told me I'd been declined, "try again". So I did - same result.
So I called my card company - they tell me there's absolutely no problem - and the Thomas Cook system hasn't even contacted them.
So I try to telephone Thomas Cook customer service and pay that way. They have created the most ghastly automated telephone maze which you stagger through about 20 levels - then it takes you eventually to an "Automated Payment " system. Which then drops you out half way. There's no route in the telephone maze offered to reach a human being.
After trying three times and getting more and more frustrated - I called my local Thomas Cook branch - wow - a human voice. But one that cannot help in any way because it's an on-line booking - sorry sir....
So I telephoned the customer service number yet again
- but this time I CHEATED on the booking reference question and answered deliberately incorrectly.
I eventually reached a real human being - who took my payment - on the same card with no problems.
The Thomas Cook person admitted they were "having some problems" with the automated systems.

It took me TWO HOURS, a lot of frustration, and I don't know yet how much in 0870 number telephone charges, just to give Thomas Cook money.