Has anyone had any problems when booking thier holiday through Thomas Cook?
At the start of the year my sister booked a holiday to Montego Bay Jamaica for May this year, through Thomas Cook. Two days before she was due to travel down to Gatwick she contacted Thomas Cook to enquire about excess luggage. She was met with "Oh, I'm glad you've called, there's building work at your hotel and so your being moved (2 hours away to Ocho Rios).
They said that this was not a major change as a 4 star hotel was still being offered in a similar resort and so they would not be entitled to any compensation. Lots of facilities were missing from the new option ie Championship golf course, resaurant up in the mountains, huge lazy river around the complex etc. She called the hotel and was told that Thomas Cook were made aware of the refurbishment back in January, when she booked the holiday.
She looked up some other hotels in Montegeo Bay but was advised that they would have to pay the difference if she wanted to chose another hotel in that area (some were up to £500 each more).
The new hotel was in the brochure for £200 each cheaper and the origanal early booking discount of £300 that they were given was not taken into consideration. She was told that if she accepts the new hotel they will get a £200 total refund. This has never been recieved.She was promised that someona would call back that day and nobody called. The line was constantly engaged and you could not get through. She reluctantly took the hotel that was being offered. Although she liked the place, it was nowhere near the standard of the hotel that she had previously been to and booked to return to. She was going there with her boyfriend who had not been to Jamaica before and this was going to looked at as a possible wedding venue in the near future.
Abta got involved and said that there was nothing they could do.
Customer services have been terrible saying they have 28 days to respond but as 28 days comes and goes, they say they are very behind. In 5 months there has beem 2 negative responses to her complaint. I felt so frustrated for them I called the CEO's P.A. today and was told a response will be sent by the end of the week. We will have to wait & see.
Sorry for this long rant but had to get this of my chest as I feel so angry at THOMAS CROOK taking your money and then dismissing something that you have had to work so hard all year to pay for.
Perhaps they should go back to doing what they did all those years ago when they first started up - organising trips to see public hangings!
I had something similar a couple of years ago, not with TC though. I had booked a first class flight from Hong Kong to Sydney (very special holiday!) and were told at the airport that the airline did not have us booked in! We flew economy but I have never had so much as an apology from the booking agents!
I hope you sister gets something out of it!
did your sister book it on line or at a TC agents?
If she booked it at the agents I would go in in person and kick up until the agents sorted this out for her - I wouldnt think that they would like to have an unhappy customer on the premises - especially if she went in on a busy
Saturday morning
Oh I like that idea hemelgirl!
Unfortunately they booked it directly online with Thomas Cook!