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Dear Members.I am new to this forum and would ask,Challenge even that anyone can find Thomas Cook Customers services, To me its impossible to find and with my problems .I am pretty sure my problem with delays. are pretty regular. Its fair to say on our outward journey 12th June to Halkidiki didnt just effect our family. And we were never informed via Thomas Cook nor Travel agent that our scheduled flight had been put back for pre booked scheduled maintenance check.Its afre to say one way mess could be overlooked but the same on the return trip Thomas Crook must have some kind of duty of care, But it seems not.We have wrote and telephoned. They take the full 28 days to replay to anything and never once pay regard to any of the long list of complaints I make.It is very clear just for a test I tried several times Phoning on the pretence of booking a holiday. Everysingle time I have immediately got through to a person. Yet I have phoned in excess of 34 times to get customer service, Every single time I have been put on hold for over half an hour.Thomas Cook offer holidays and a service thats supposed to offer Customer care and service. But I challenge any man and his dog to actually find it?I have been to Citizens advice and basically been told a Company like Thomas Cook cover themselves with legislation Lawyers etc. Pass everything towards Insurance company and basically put walls up to keep customers away from getting any kind of Customer Services.Its quite clear That ABTA are as useless. I am one man Im sure one amongst thousands and really how can Thomas Cook Treat us like this and nothing be done about it?Any ideas
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Could you give more info about your complaints? Your post is a little vague. Your flight time was changed? You have other complaints about the holiday?
Loubychew
I am not a travel lawyer. All info is based on my own experience of working in the travel industry in resort.
Loudy HailI could go into detail,alas the list is quite long so here goes.We arrived at Manchester airport on 12t June 4.30 am for our scheduled 8.50 am flight.Upon arriving and cheching in. Our flight was indicated on the notice panel as been 2 hours behind,Upon enquiring at the desk we were told the delay was due to a pre booked scheduled maintenance Check...We were advised that out Travel Agent should have informed us of this detail.Our Travel agent has varified by letter that Thomas Cook didnt inform them verbally by voice or letter,Contrary to one of the !2 rules and promises Thomas Cook make.Delay followed delay. Maintenance Check Discovered faulty pipe, Thomas Cook flying in a plane with spare part, Spaere Part Been fitted,Plane in waiting list to be Checked. Plane failed Check wont be Flying. Chareterd another Airline plane.2.00pm Thomas Cook came round with £5.00 voucher for inconvenience. I brought it to the Thomas Cook staff that such an amount couldnt buy anything from the eaterie at the Airport. I was advised to go to boots and get a sandwich....Customer Care.That was the way out to Halkidiki.Return Flight. Thursday 28th JuneBooked in at Thessaloniki Airport 10.00 am through process boarded plane.1/ Aoucement from pilot delay due to flight pattern problems.2/Flight pattern solved time went past.3/Anouncement from Pilot a technical problem had arose in plane.4/Problem Solved had to wait for take off slot.5/Pilot anounced Technical problem solved took off aprox 2.00 pm6/Pilot anounced Technical Problen had re occured. we had to turn back only after 3 hours flying over the City burning aircarft fuel dis we land.Back to a hotel around 9.pm up at 4 am flew out of Greece.I picked the bones and raised all these issues with Thomas Cook and not one was adressed only the same lame apology.Thomas Cook betrayed a promise to customer service by not informing of the outward delay they knew about.Finaly the taking off from Thessaloniki with a known Technical problem Burning airfuel was terrifying to my wife and kids especially regarding the flight crashes lately. Thomas Cook put a faullty plane in the air with nearly 200 passangers.Yet they ignore my letters and complaints. They have no duty of care at all to customers. Customers should be warned Thomas Cook sell a faulty produdt,That the Customers services does not care or exist.kenny
So in short you had a delayed flight both ways? Is that it?
I have to tell you that if you wrote your letters to them the way you have posted here, I am not surprised they're not responding, because to be honest, all I can read is a rant, which hardly makes head or tail.
As for selling a faulty product, god knows I don't like finding myself defending as company like Thomas Cook, but no, they don't sell a faulty product, they sell millions of products each year, some of which do not perform in the expected manner, that doesn't make them crooks.
What you haven't said is what you expected out of your letter writing. You need to calm down a LOT and write a letter stating in clear bullet points what your issues are, like so:
a) Departure, scheduled to leave at x time, x date. Plane didn't leave until x time, due to x reason.
b) Return, scheduled to leave at x time.... etc, short factual description of events.
c) Quote relevant legislation/code of practice/company's own literature to state where they have failed.
d) State what solution you'd like: compensation/apology etc...
Believe me, if you remain firm but factual instead of ranting and raving, you have a better chance to get a response instead of getting your letters filed under "N" for "Nutter, just ignore". Oh, and use a spellcheck, and hit the return key to make paragraphs once in a while. ;-)
Apologies to people who I was in the process of helping, I may be gone some time.
BookwormBefore you get gigh and mighty and sanctamonious.I did do paragraphs etc the site put It all together in a block. Notice the full stops commas etc?Before you (EDIT) your head and call names get your facts right.Everything and everything has been sent by letter and E mail to Thomas Cook with covering letters from our travel agents.... Full stop..Thomas Cooks product is flawed..... I challenge you to get through to anyone without going straight to a waiting list for over half an hour...... If you cant Id advise you to keep your mouth shut...Full stopIm pretty sure normal every day people who dont live amongst books and spell checkers thoroughly understand my points...... If you dont google Thomas Cooks Customer Service feedbacks and forums....Full stopPlus spell checker does not work come to think of it pretty akin to Thomas Cooks...... Tell me Bookworm how long you worked for Thomas Cook.
Jeez, with this kind of attitude, one wonders why you're getting nowhere fast.
This is a self-help site. If you're not willing to help yourself and take advice without hurling abuse at people, then you're not going to get anywhere.
And yes, calling them crooks is libellous, so I'll keep on reporting your posts for editing by the site team until you realise that name-calling doesn't help you and can put this site at risk.
As for working for TC, I could have scripted your accusation that I worked for them the moment you read someone had the nerve to disagree with you, and you didn't disappoint... and no, I don't work for them, never have and doubt I ever will, as I am otherwise engaged in being a full-time carer for my autistic child, not that it is any of your business nor makes my comments any more or less valid.
Bookie, out. ;-)
Apologies to people who I was in the process of helping, I may be gone some time.
Bookie has a point and if you look back at his/her previous posts of which there are many, you will see the good advice given to others. I'm quite shocked actually at how rude you have been to someone who was trying to steer you in the right direction.
Anyway, I do work for a tour operator - not TC, and have seen and answered many, many letters of complaint. Yours must be clear, concise and without personal opinion. Somebody has to cut through the waffle, the ranting and sometimes excessive exaggeration and nitpicking of the tiniest things to get to the real issues.
Also, there are ABTA guidelines to adhere to. So, TC have 28 days to reply. Then if you are still not happy, you write again and again. The 28 days start again and they will use this time right up till the 11th hour.
Don't bother phoning or e-mailing, it won't speed things up and you will end up more frustrated. Write again, tell them you are not happy with the previous response, as I said above - clear and concise. Send your letter signed for so that you have proof they have received it. E-mails can get lost, phone calls denied.
The amount they gave you in vouchers for food is more or less the same as any charter airline would give and is probably the minimum amount as advised the the Civil Aviation Authority.
I am still unclear as to how many hours you were delayed both ways but I have to be very honest here. Unless you are prepared for a long battle which you are unlikely to win, I think you should just put it down to experience, vote with your feet and don't use TC again.
I had cause to complain about a holiday with TC about 5 years ago. It took me 18 months to get the compensation I thought was right. This was a massive complaint about a dire hotel and them mis-selling the holiday to us. We had a good case, yours is flimsy. Flight delays occur, unfortunatley it is a problem with package holiday/charter flights.
If you are dead set on pursuing this perhaps you should take advice from specialised travel lawyer. Do a Google search, there are a couple of good ones who will be able tell you one way or the other if it is worth it.
Sorry, this is probably not what you want to hear and maybe somebody else will be along soon to give a different opinion.
Good luck.
Loubychew
I am not a travel lawyer. All info is based on my own experience of working in the travel industry in resort.
i had a quite a lot of problems with thomas cook, i originally booked with orchid travel [a division of this company] my holiday was booked sept 07 to fly to florida 16 of us quite a lot to sort out... we wanted to make an amendment on our booking so i called orchid,,,,, i was on the phone for nearly 2 hours trying to get through so i thought i would look on the internet and googled orchid travel... what the search engine brought up was that they had gone out of business, well we were not told by letter which i think they should have least done.. but holiday was safe... our group decided to see if we could pick our seats... so of on the phone again to be told by the girl i would have to phone another number.. they informed me that my flight number was correct but the time was not.. so back onto thomas cook [another hour] to be told that our flight was at 9.30 not 13.10 better flight for us but you would think they could have informed us they knew this detail for over 6 weeks, so mini bus rearranged to take us to the airport...then thought i'd better just check that the time for the mini bus'es to be picked up in florida have been changed bear in mind this is 2 weeks before we go... they had'nt done it.. tickets arrived still the same time on them,,, another call the lady asked me what time would we like to pick them up[ i said its your job to sort that one out] we get to florida pick up the two vans ordered to be told one of the vans only had gold insurance on it,,,i specifically made sure that they both did.....[found out from thomas cook they did have] come home after a lovelly holiday on the 12th oct alamo the rental company have taken out of my account £190.00 and 46.33 for what i am still trying to get thomas cook to sort this out as they have all the details,,,, still waiting after 3 phone calls always being fobbed of by them,,,,
Just Can anyone find me Thomas Cook Customer services.Alas I doubt my initial problem with Thomas Cook is as bad as most.But can anyone even the mighty bookworm find me Thomas Cook Customer Service.A straight foreward request.I would wager every one who tries to get customer service will go straight to a waiting line. It happens all the time and it cant be coincidence.To me its indication Thomas Cook Customer services is just a fancy dressing attached to there holiday brochures as was said to me by various advisors.If anyone can find instances where it differs Id be a believer in flying pigs. And the worse thing is that they are allowed to get away with itKenny
you must be fuming,,, so are we,,, i will not start with thomas cook at this moment they just make me mad.. i will give you a number of my letter that i recieved of them with the telephone no today 0870 0100569 they go through details and them then they sometimes will cut u off... most annoying done this to me countless times i h
ave told them there customer services system stinks they laughed at me how bad is that good luck
Julie HiI dont just think it stinks I think its deliberate and should be criminal.An AUC advisor who I was advised to call.Spoke to me I mentioned my problems and some of the guide promises they make.Thomas Cook blaytantly missed some guareentees. The AUC told me that Travel Companies have no legal obligations to honour there pledges.Was even told they are only carrots to lure customers in.I put to her that Thomas Cook were selling a Product fundamentally flawed with bad universally bad Customer Service on this point AUC agreed.Im aware that Customer service and a duty of care from Thomas Cook does not exist,all complaints and problems are always side kicked to an insurance company.My regular Travel agent has clarified to me that Thomas Cook customer services is appauling not worth the paer its written on.Im sure there are thousand knowing this about Thomas Coook who indeed deserve the title Thomas [EDIT] Cook.My friends they dont care less anout you and me Customer care and service means nothing as profits do.Please note spell checker does not workkennyKenny
I would think that if TC are making pledges, upon which you are basing your decision whether or not to book a holiday, then they are guilty of in the very least misrepresentation.
I would be inclined to take this matter up with trading standards and advertising standards agency.
Opinions are offered in good faith based upon personal experience and research. Before making any irreversible decisions the opinion of a qualified, registered and insured legal professional should be sought.
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Flying Doc Deep RespectIt is my duty I feel to make a stand and to help and somewhat warn against Thomas [EDIT] Cook Tactics and there sales Ethics.I am a chhef and show great customer rservice and duty of care to may customers.Any complaints I dont just side kick them to Insurance.People need to know if booking Thomas [EDIT] Cook holidays,Read the small print or better still get the sales rep to read it to you.The print on the brochures means nothins as Ive been told by several legal and free advice services. Although the advice services Ive contacted saw my point of view.They all pointed out I was ill financed to take Thomas [EDIT] Cooks head on.Tight Legislation and clauses the company have drawn up themselves all in the small print.all a deliberate ploy to deter customers finding out what Thomas Cook products really are. And if this doesnt work leave genuine complainers on a customer service waiting list till the customer is Ignored into submision.Loads and loads of people on this and other forums raise this issue.Why dont ABTA do anything about it.Indeed Thomas [EDIT] Cook Do misrepresent there product with a customer service that does not exist.only for the purpose to ignore int submision.kenny
I agree with your principles - but I would advise a little caution. The same legal team which you are ill financed to face will be brought to bear against you in a libel action should you be too outspoken.
unfortunately justice sometimes we cannot afford....
Opinions are offered in good faith based upon personal experience and research. Before making any irreversible decisions the opinion of a qualified, registered and insured legal professional should be sought.
If my advice or information has assisted you in any way - please click my scales.
thanks
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Flying Doc RespectI get what you say about Libel action against me etc.But doesnt there ever come to a mans life where he shows his kids honour and respect.To stand his ground against the odds with the hope of attaining the slightest help and thought for the well meaning Customer.I am aware of the Customer Service tactics by Thomas Cook and what they try to achieve. Are we deservedly treated this way.I have little money nothing to sue me for and Im pretty sure they couldnt disprove anything at all ive said...If so my friend Id challenge you to phone Thomas Cook Customerservices.Guarente e you will be put on waiting ists everytime. Also the same Challenge to Lawyers judges and his cat that would be involved in the case.Customer Services doesnt exist.My Travel Agent has told me this and I would warn people who read these posts just to be aware.Get the sales reps to read the small print and ignore all whats put on the website and brochures.If Thomas Cook want to come after me Id love it...Id relish to expose themfor what they really do nationally.kenny
Then I salute your resolution and wish you the best of luck in your endeavour.
Take Care
FD
Opinions are offered in good faith based upon personal experience and research. Before making any irreversible decisions the opinion of a qualified, registered and insured legal professional should be sought.
If my advice or information has assisted you in any way - please click my scales.
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Thomas Cook
had been put back for pre booked scheduled maintenance check.Its afre to say one way mess could be overlooked but the same on the return trip Thomas Crook must have some kind of duty of care, But it seems not.We have wrote and telephoned. They take the full 28 days to replay to anything and never once pay regard to any of the long list of complaints I make.It is very clear just for a test I tried several times Phoning on the pretence of booking a holiday
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