In December, I booked a tour for my parents from Cox and Kings and after certain issues at the Franchise level, they had a good experience during the tour. However, when I inquired about another tour of Europe to the Nasik franchise, there was one customer service girl at the Franchisee who was coordinating with me. She was good and was familiar with the tours.
However, I think possibly she left the job and nobody could satisfactorily answer my queries. In fact, the other girl was completely disinterested in offering any information to me and I had to followup to request the information which she never gave me. The manager at the store ( I think is a company employee) was also probably least interested in calling me up and following up. In fact, the reason for my interest was that since we had a decent experience on the tour, we wanted to book another tour with Cox and Kings. Due to this lax attitude, I had no option but to book a tour with Thomas Cook.
I think, if the same service levels continue at the Franchise level, Cox and Kings is out of consideration.