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Thomas cook- what to do next?

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we just got back from our week holiday....which we booked through thomas cook....


This was my experience, please bear in mind all that happened is about 95% of how i remembered it with the important bits 100%. I was browsing through their website and found the package holiday we wanted but can't find information about transfer. I sort of knew it was included but i wanted to book a private taxi becuase its a overnight fligt and we would be flying with our 20 month old and 4 year old, a transfer with a coach load of people going all over the place would take too long, so i called up thomas cook sales team, spoke to " Hannah" asked her about the deal and whether it included a transfer, with no intention of booking the holiday over the phone yet. She said it didnt say but she's pretty sure it is included so i said oh ok, we wanted to book a transfer ourselves so that it is direct. she then told me to wait so she can see what she can find, i said ok juts to be polite. she then said she found something for similar price with direct transfer, i asked does that mean everyone is going to the same hotel, she said yes. i said ok, let me call u back, i left her my details and she called me back about 10mins later saying she found something even better staying in a deluxe suite and direct transfer.. i said ohhh ok, quite pleased with the offer, told her i will get my partner paul to call and book. I specifically told paul to reconfirm that it is a deluxe suite and a direct transfer meaning all is goiing to same hotel (in those exact words) before booking and parting with our money. she confirmed yes so we wnet ahead and booked it.


when we got our invoice it said 3 adults and 1 infant instead of 2 adults 1 child adn 1 infant. and we also noticed it said twin room instead of deluxe double we were sold. got paul to call up and they said the 3 adult bit was to make it cheaper and that it is a deluxe room.


soooo when we got to the transfer bit at the airport lastweek, we asked the thomas cook desk where our coach was and i quickly asked if its a direct transfer just to be sure and she said "no, and soemthing else i didnt catch" my heart just sank,.... was thinking why do these things always happen to me!!! i told them the sales person told me its a direct tranfer! she said nah, def not. ...so ok fiine i will just have to deal with it but, not only was it not a direct transfer but we had to get off half way and get a mini bus too! i thought never mind...so after 2 and half hours we finallt made it to hotel, it was just before 4 am, i was thinking dont let it ruin my holiday but when we got shown our room, it was 2 single beds joined together..and very dated. not like waht i have seen in the pics i have googled online for this hotel, this was definitely not a deluxe room we was sold. i went to reception and he said, we were not in a deluxe, its juts a twin and to come back and they will deal with it in morning, he was fine but then i thoguht i think its better to talk to the thomas cook reps in the morning during the welcome meeting instead. when we told them they seemed quite sympathetic and told us to bring the invoice....but when they saw our invoice they said we got what we paid for. I said but the sales person told us we were getting direct transfer and deluxe room, they said theres nothin they can do and to speak to the agent..... so basically they can lie and sell u something u dont want?!!! i've always felt anxious about partin with so muchh money over the internet or phone juts incase i get conned and i was right to feel that way because i have been lied to and conned by thomas cook.


I want to complain to them but with no prove I think i will be wwasting my time...what can i do and what are my rights with booking like this next time? how can i be sure i will get what i was sold?

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Did you fill out a report in resort with the Rep.


I would make a complaint to them in writing and see what they reply with.


Did Paul get the name of the person on the telephone who confirmed it was a deluxe room ?

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