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On the 24th June 2015, I was part of a group of 17 family members that went on holiday through Thomas Cook to Tunisia Unfortunately, during our time in Tunisia the ISIS terrorist attack took place, which meant our holiday was cut short and we had to return home early. We had only enjoyed 2 days in Tunisia; and we returned home on the third day (28th June). On the morning of the 28th of June we were informed that due to the terror attack taking place, Thomas Cook would be sending out 10 rescue flights for UK tourists to return home. As we feared for our safety, and felt our lives were at risk; we decided the best thing to do would be to catch one of the rescue flights home. As mentioned earlier, we were a group of 17 people, however it must be noted that 10 of the group were in fact children that we had a responsibility for. Therefore, as well as keeping ourselves safe, we felt that it was imperative that we put the safety of our children first and return home at the earliest opportunity. Our holiday had been ruined; but we were confident that Thomas Cook would look after us, and compensate us for the experience we suffered. However, much to our disappointment, Thomas Cook contacted me on the 17th July 2015 and informed me that they would not be paying any compensation; but instead, were offering a ‘good will gesture’ which meant we would only be getting money back for the days we did not spend in our accommodation. My original holiday booking for 2 adults, and 3 children totalled £1527.96p. Yet Thomas Cook have offered me £436.56 back, (wait for it…) ‘in travel vouchers’, (and the best yet…) that need to be used by July 2016! Thomas Cook customer relations have told me that there is nothing I can do to appeal against this decision, and under no circumstances would they be offering the insult of £436.56 back in cash either. The most the lady could advise was for me to contact ABTA (which I have and have had no joy). I kindly told the lady from customer relations that I would not be accepting there so called ‘good will gesture’ of holiday vouchers, and simply told her that I would take this matter as far as possible until Thomas Cook offer me a full refund in cash; or at least in holiday vouchers so I can book another holiday for my family! The worst thing is that following the terror attack at the museum in Tunis in March, we as a family decided we no longer wanted to fly to Tunisia as we felt that our safety was under major threat. After researching the Government web site, it advised that if we were concerned about threats of terrorism in a country we would be visiting, we should seek advice from our Travel Operator, which we did. We expressed our concerns to Thomas Cook who did not show any concern or thought for our safety. We were told that the Foreign Travel Office had not advised against travel to Tunisia, and any amendments to holiday bookings done free of charge would be at the Tour Operators discretion. Although this was the case, our travel agents contacted Thomas Cook’s Head Office who clearly stated that we could not change our holiday free of charge. We were strongly advised that if we wanted to make amendments to our travel arrangements, we would have to pay a minimum of £150 per head, and we were told that this cost could total up to £500 per person depending on what changes needed to be made. For this reason, we felt as though we were being forced to go to a country wrapped up in terrorism as we simply couldn’t afford to pay amendment charges for 17 people. This was still the case after strongly emphasising our views and concerns as to why we did not want to travel to Tunisia.For this reason we feel that Thomas Cook did not act responsibly and that our health and safety was disregarded. Thomas Cook and the Foreign Office were aware of the high risk of terrorist attacks within Tunisia and still chose to send British tourists over there, resulting in 30 British Citizens losing their lives. Those same people that lost their lives may well have been in my same position, but like us were forced into a holiday they no longer wanted to partake in! I feel nothing but let down by Thomas Cook. They have in no way done us any justice as customers and in fact have robbed me of over £1000 pounds for a 2 day holiday to Tunisia that was cut short due to circumstances out of my control. Had Thomas Cook considered our fears in the first place, we wouldn’t be in the situation that we are in now. Furthermore, Thomas Cook could have given some consideration to the matter and at least offered another holiday for the same price we paid, if they do not want to give us a cash refund. How can they justify not compensating us, yet those people that were not in Tunisia at the time, but had a holiday booked to go there, have been offered a full refund, or a chance to amend their holidays free of charge, due to the Foreign Travel Office advising against travel two weeks after our holiday. Surely if the Foreign Travel Office have deemed Tunisia as too dangerous to visit following the events, then that must justify our decision to return home from our holiday early through fear of our safety!! What I am trying to do, is attract as many people as possible that are currently in the same situation as me. On the day we returned home, there were hundreds of people at the airport that were also returning home early due to fear for their safety. It would be useful if I could round up these people by bringing this issue to media attention, and maybe… just maybe… Thomas COOK (Potentially Defamatory remark edited - SS) will pull their fingers out and refund us our money that they have TAKEN I’m sure Thomas Cook profit by millions each year, so why not offer us compensation when they can clearly afford to do so. If anyone has any advice, or can signpost me to someone or somewhere that can help, please please do so. I refuse to accept this lying down!
can anyone please advice us of our next steps regarding holiday to egypt in january, we have been to and fro ing with thomas cooke since we got back and dont feel the offer of compensation is enough, it has been looked at again and they say its adequate, a group of us went to egypt on 6th january, the brochure mentions kids club, caters for all nationalitys and pool side bars, we booked all inclusive and when arriving we found the hotel looked lovely, however the 2 familys from are group were kept awake by scratching noises through the night and after getting it checked out we learnt there was rats present, the rep moved 2 lots and didnt av anywhere to move the rest of the group too till the following week, following that we also heard the scratching and told the rep, the rep said we could downgrade next week to opposite side or he could switch to another room on the other row to which the rest of r group had also heard the scratching so we didnt see the point in moving and put up with it, we took photos of rat traps in theceilings and i found rat droppings under my bed, the rep moved another english couple into one of the rooms our group had been moved out of and when we spoke to them and told them they asked the rep who told them, they were just listening to rumours, obviuosly a rep that didnt believe us inspite of rats being caught, a list of problems were noted.. ie, no english kids club, they didnt cater for english the food was same night after night in different restauarants and we were treat disgusting, ice cream was only available at a smoking bar, so kids had to go to smking bar for ice cream, there was no ice cream available at pool side bars, in fact we were made to feel stupid and sent on wild goose chases if we asked for ice cream most of the time, it was a group with kids and teenagers and we were shouted at for noise, shouted at for kids spalshing with water guns and told this was a chill pool, we had kids and teenagers and never shouldve been put at a chill pool, the towel man was saving towels for germans and even put towels from the rooms on four beds because he didnt arrive on a morning intime for him to save the beds for the group of germans he was friends with, i told the rep who once again didnt believe it and when i showed him the towel man said he was saving them for next morning the rep had to believe it however we were given warnings for the slightest of things yet they treat us like dogs, there was 13 in the group and within 6 days of return we had recieved 800 in vouchers towards another holiday, we then took it further as this was a dream holiday and was ruined by the rats the way we was treat and 800 is less than 60 each which is by no means anywhere near compensating us for 2 weeks of hell.
Hey, just thought I'd ask a couple of question here, pretty similar to a couple of other threads but I'll post anyhow. My fiance' and myself are getting married in August. I have NEVER used a package firm previously as I have heard some heart breaking stories, I'd previously always used last minute firms or fleetway....anyhow. We booked a two week honeymoon in Egypt some 8 months ago. we were meant to be flying two days after our reception. We have booked a hotel near our reception and the following night at the marriott in gatwick. We have a bbq party booked for the day after the wedding where we can relax and really catch up with some of our guests who have travelled half way round the world to come to our wedding. A few days ago we recieved a letter out of the blue from Thomas Cook saying our flight on Monday morning had been cancelled but they had helpfully rebooked us onto the 9am flight from gatwick on Sunday.... there are exactly the same holidays available on the TC website with flights for the Monday, when we spoke with the Thomas Cook rep in the Bluewater store today we pointed out that there were these other flights/holidays we were told that WE would have to pay an extra £300 as these holidays were listed by other companies. Is this right ? What are my options?
Hi guys, In March this year we went on a trip to India as we have done for 7 years. We decided to stay in a different hotel as it was described as a quiet Hotel in a peaceful rural area. YES it was in a rural area in the middle of nowhere, which wasn't an issue. Our issue is that the Hotel was unfit for humans. The bed sheets were supposed to be white but had dodgy looking brown stains on them and the room was full of dirt and mould, it also overlooked a tied up dog which constantly barked. The Balcony had rusting rails so you actually feared to go onto it. The Hotel had building work being done next door and had 2 visits per day from a cement truck - This was delivery of Cement powder not ready mixed, so you can imagine what happened - the pool and everyone sat around it was covered in Cement dust twice per day! The pool in turn turned green/brown as the filter got blocked due to the cement dust. Two fellow guests suffered ear infections from that pool. We also suffered Homophobic abuse from drunken yobs as they kept the bar open 24hours and people were constantly drunk and agressive with fights taking place each night inside of the Hotel. We asked to see the rep but he wouldn't deal with us as we wasn't on his 'list' for the first couple of days. When we eventually got to see the rep he informed us this wasn't his normal hotel as the usual rep refused to service it due to the complaints. Anyway, he took us to another hotel to look at which was almost as bad, filthy with rats running everywhere and then asked us to pay £200 if we wanted to change. After numerous phone calls to the Resort Manager of Thomas Cook she eventually become aggressive and simply told us to stop complaining and make the most of the holiday. By the end of the first week, we packed our suitcases and moved to another Hotel of our own accord as Thomas Cook refused to help. We paid the extra for the new Hotel and did enjoy the rest of our stay. We caught up with the Thomas Cook rep towards the end of the holiday and asked for a complaint form which we completed and handed in and we took a copy. We were advised Thomas Cook would reply within 3 weeks, but we heard nothing, so we wrote to them on a further two occasions both of which had no reply. I have since contacted the Directors Office for Thomas Cook who have acknowledged receipt, but still no further response. I am now in the process of completeing a County Court claim as they are obviously not taking this seriously. I am just wondering wether to claim the full cost of the holiday or the cost of the new Hotel and also what to put on the claim form for Brief details, should it be negligence? Any advice or similar experiences would be very helpful. Thanks