My partner and I have just come back from a holiday in Kos. The return flight was supposed to arrive at NEWCASTLE at 8am on Friday morning. We arrived at Midnight on Friday night at MANCHESTER along with a plainfull of people who were supposed to land at GATWICK. This is after a 20 hours ordeal where Thomas Cook carted us around between airport and hotels where we were phobed off with 'free' lunches with no airconditioning and a temperature of 40o Celsius and finally a frozen burger that you wouldn't feed to a dog (take into account that we had to check out of the hotel on Thursday morning). We were then supposed to take coaches to our final destinations, which would have made us arrive 24hrs later than expected, with no sleep, substandard food, no airconditioning and no showers! My partner and I bolted to the nearest hotel as soon as we landed and left the next day by train. Unfortunately other people didn't have the luxury of doing this, and there were families with young children, senior citizens etc ... People who lived in Scotland and had booked trains and were due to go back to work et c.
When we tried to arrange alternative travel with Thomas Cook we were flatly told that we would have to pay for the full price of the flight back. Needless to say Thomas Cook staff were EXTREMELY RUDE throughout the whole process. Passengers stuck together and one woman helpfully collected emails and collectively we are going to make life as difficult as possible for THOMAS COOK. Companies just cannot treat their customers with such contempt and think they can get away with it. Make them as much bad publicity as possible, they do not deserve to get any custom!
Whilst it may be frustrating this forum is not really a platform to get a wider audience with your bad publicity.
Is there any advise you're seeking?
Mark
Is there any advise you're seeking?
Mark
Unfortunately short of a small compensation claim there is nothing really Thomas Cook are going to do because they got you back to the UK, you can of course claim for any further expenses, again whether these will be hounoured is another matter. Its a very sad situation at the moment which is being repeated daily due to lots of technical problems.
TC would be liable for getting you back to Newcastle but if they provided a coach that would have covered it. So I doubt there's any chance of getting the train fare off them never mind the hotel. But for the record, what went wrong? How did they end up with Newcastle and Gatwick passengers on a flight to Manchester, presumably with the Manchester passengers who should have been there? How big was the plane???
Have you checked your travel insurance? I believe any delay over 12 hours & you can claim - it's not much mind you.
I think TCX have leased a Pullmantur B747 due to technical difficulties with a number of their own aircraft.
Cheers,
Ralph
Cheers,
Ralph
I think TCX have leased a Pullmantur B747 due to technical difficulties with a number of their own aircraft.
Cheers,
Ralph
Yeh and a Mint Airways B757 and a French A310 and a Spanish A320.
we have never had a problem with thomas cook...going with them for the past 12 years and going again in september to dalaman
hi all.....my own experiences with thomascook have been very good....always felt I was in safe hands....and the reps we have had have been first class....tweetie
I agree with Tweetie Pie & Imaref, we've never had problems with Thomas Cook.
Technical problems with aircraft DO unfortunately happen and it sounds like TC are having issues with a number of their planes.
From what I've read and experienced, not many tour operators or airlines companies are very good at communication when problems do occur.
The OP's account does not mention how Thomas Cook performed on this, no mention of whether they were kept informed during the delay.
Quite often the company representatives on the ground have little more idea than the passengers of what is happening in what can often be a dynamic situation.
As has been said, TC's responsibilty was to get the delayed passengers back - and they seem to have done this.
I doubt the OP and the other passengers will get very far in making
I base my holiday travel decisions on my own personal experiences and rational, JUSTIFIED accounts of a company's customer service.
So, if I choose to give them my custom for my next holiday, I will do so.
racaut, I don't think your rant has had the desired effect on here - at least so far.
Technical problems with aircraft DO unfortunately happen and it sounds like TC are having issues with a number of their planes.
From what I've read and experienced, not many tour operators or airlines companies are very good at communication when problems do occur.
The OP's account does not mention how Thomas Cook performed on this, no mention of whether they were kept informed during the delay.
Quite often the company representatives on the ground have little more idea than the passengers of what is happening in what can often be a dynamic situation.
As has been said, TC's responsibilty was to get the delayed passengers back - and they seem to have done this.
I doubt the OP and the other passengers will get very far in making
life as difficult as possible for THOMAS COOK. Companies just cannot treat their customers with such contempt and think they can get away with it. Make them as much bad publicity as possible, they do not deserve to get any custom!
I base my holiday travel decisions on my own personal experiences and rational, JUSTIFIED accounts of a company's customer service.
So, if I choose to give them my custom for my next holiday, I will do so.
racaut, I don't think your rant has had the desired effect on here - at least so far.
There really is very little information in the original post. Yes there was a delay, we assume for technical reasons and, has others have said, TC do seem to have abided by the rules. The standard of accommodation provided will always be open to dispute/discussion. Because someone has been staying in the best hotel does not mean the airline has to provide the same.
But whilst it can be frustrating with an aircraft breaking down and being delayed I wonder sometimes why people get so worked up. Looking at it from another point of view why should people think that the breakdown is some sort of conspiracy aimed just at them? Washing machines, TVs and cars do the same. they are all highly technical products that suffer failure at some time or other. the only difference being when they fail it is not as life threatening as an aircraft. Me? I would rather be safe than sorry.
fwh
But whilst it can be frustrating with an aircraft breaking down and being delayed I wonder sometimes why people get so worked up. Looking at it from another point of view why should people think that the breakdown is some sort of conspiracy aimed just at them? Washing machines, TVs and cars do the same. they are all highly technical products that suffer failure at some time or other. the only difference being when they fail it is not as life threatening as an aircraft. Me? I would rather be safe than sorry.
fwh
I don't think that Thomas Cook are any better or any worse than the other main stream tour operators in situations where things go wrong. We certainly found Thomas Cook excellent during the recent ash cloud problem and have always been happy with the service provided. I can understand the OP's frustration at the delay,sorting the problem was probably made worse because it was peak season, but these things do happen and it could just as easily have happened with any of the tour operators.
I just wanted to add that the Thomas Cook reps out in Turkey were appalling this year, and extremly rude when we were delayed. Perhaps customer service has lapsed in training, or refresher courses are needed? I was disgusted by the attitude and racist comments from one rep towards the transfer coach driver.
I think the title of this thread is a little extreme. Yes, the experience of the OP sounds like and ordeal but I'm sure this was a one off 
Was a reason given for the delay and the change of arrival airport?
we've flown with TC many times and haven't had any major problems YET!
Was a reason given for the delay and the change of arrival airport?
we've flown with TC many times and haven't had any major problems YET!
Hello , if you write to...... (Manny Fontenla-Novoa, Group Chief Executive Officer ) .... as BaTCo did with your Complaint ......Somebody Will look - in to it .
We got a Taxi Refund £40 & £35 Voucher ... not much ! But they did there Best .
We got a Taxi Refund £40 & £35 Voucher ... not much ! But they did there Best
.
-
Edited by
Glynis HT Admin
2010-08-20 10:23:27
Edit to alter typing. Please do not post with mixed caps/lower case.
Haven't had any problems with Thomas Cook as yet -we've always found them to be efficient. Obviously something major must have gone wrong with you, but your post doesn't explain what the original problem was.
Batco,
Any reason why you're using weird text? It's making it very hard to read as more than one of the mods has pointed out.
Any reason why you're using weird text? It's making it very hard to read as more than one of the mods has pointed out.
Have altered the type. I hope they didn't write to TC in that manner 
EDIT: BaTCo ... please try again without any block capitals, large text, italics, etc. Just use default font settings.
David HT Mod
David HT Mod
.... thank you David .... Batco.
Post a Reply
Please sign in or register an account to reply to this post.
Similar Topics
-
cant book with thomas cook?????
Posted by flannel in Tunisia Discussion Forum
-
Thomas Cook in store -v- Thomas Cook On line
Posted by briggsy2007 in Tour Operators and Travel Agents
-
Thomas Cook
Posted by muppetdodger in Holiday Complaints
-
Thomas Cook IFE
Posted by dave dee in Flight Only / Airline and Airports
-
Tui or Thomas cook?
Posted by mari in General Holiday Enquiries, Hints and Tips