Hello there,
I booked online through Thomascook.com on 20/01/08. My booking was for a package holiday for 2 people to Majorca, staying at the Bouganvilla, at a cost of 488 pounds and departing from Manchester on 13/05/08 and returning on 20/05/08. When I received my booking confirmation via email, I noticed that the departure date was incorrect (now on 6/05/0 and the price had jumped up to 526 pounds.
I contacted Thomas Cook's customer service team on Monday morning 21/01/08 and informed them of the error. I was told that a 'technical journey' would need to be carried out and someone would contact me later in the day to tell what had gone wrong. I received no phone call and had to phone again later in the evening. I was told again about this technical journey but the adviser said he didn't know how long it would take because he hadn't done one before and I should try having patience.
I telephoned again on Tuesday evening and was told by another adviser that the technical journey will take up to 48 hours and so, as it had been requested early Monday morning, somebody will contact me on Wednesday 23/01/08 with a resolution. Again, I received no phone call so had to phone myself last night when I was told by another adviser that the technical journey can take up to 7 days. I was assured that the matter will be dealt with by Monday 28/01/08 at the very latest.
After receiving conflicting information all the way through this issue, I sought to get written confirmation of the matter being resolved by 28/01/08 via email. The email I got back from Thomas Cook said they could not now guarantee a response by Monday as promised.
I am worried that Thomas Cook are trying to drag out this matter in the hope that they will be able to try and charge the full amount for the holiday if I pass a certain cancellation date.
Even if I cancel now, they say I will lose my 50 pound deposit. I know what holiday I booked as I went through the details with my travel companion, step by step, during the online booking. I have emailed ABTA the above info but they haven't responded as yet.
Any advice would be most welcome. Cheers.
Hi are you sure you didn't put in the wrong date, as these things are usually down to human error.
No, I'm 100% sure I didn't put the wrong date. I went through it with my travel partner as we were booking it. Also the cost was wrong. I had wrote down the full cost breakdown and the original amount was on the page when I entered my payment details and clicked confirm. I didn't notice the dates at first because I was shocked to see the price jump up.
Hi doc .did you not get a standard email immediately confirming your booking or did you print anything off when it was confirmed on screen.
lyn
lyn
I received the booking confirmation via email immediately after booking. This confirmation contains the wrong dates and amount. I did immediately run through the same holiday booking again on the website, selecting the same dates, resort, etc - it came up with exactly the price I originally booked at.
I did take a screenshot of this page but I'm not sure how useful this will be as it wasn't the technically the same page I clicked confirm on. Like I said, I know it's not my mistake because of the price.
As it was a Sunday night I had to wait until Monday morning before contacting Thomas Cook's Customer Service Dept.
I did take a screenshot of this page but I'm not sure how useful this will be as it wasn't the technically the same page I clicked confirm on. Like I said, I know it's not my mistake because of the price.
As it was a Sunday night I had to wait until Monday morning before contacting Thomas Cook's Customer Service Dept.
Always print off the page containing all details just before you press book or confirm. If this type of mistake happens you cannot get that page back up to dpoble check. I have always done this since a breakfast vanished between these two pages when i was booking a hotel. 
Yes, I won't make that mistake again. I just want to get the matter resolved as soon as I can, especially as Thomas Cook keeping moving the goal posts on the time it will take to do a 'Technical Journey'.
I hope you get this sorted mate!
Have you checked how much the hol would be if you'd booked on the actual dates they think you've booked on?
If it's the same price as your confimation e-mail then it would seem somewere during booking the dates were changed! I'm not saying you did it but I often find when I'm clicking on a down arrow, and scrolling down, when I click off the down arrow it sometimes keeps on scrolling down the page and I wonder why I'm looking in Sa Coma when I'd chose Palma Nova!
Hopefully they'll see that a mistake has been made somewhere and sort it out for you free of charge as a good will thing and to get your custom in the future! If not then you may be covered for your deposit on the card you paid it on!
If the worst comes to the worst take it up with the card company where they should look into it for you!
Have you checked how much the hol would be if you'd booked on the actual dates they think you've booked on?
If it's the same price as your confimation e-mail then it would seem somewere during booking the dates were changed! I'm not saying you did it but I often find when I'm clicking on a down arrow, and scrolling down, when I click off the down arrow it sometimes keeps on scrolling down the page and I wonder why I'm looking in Sa Coma when I'd chose Palma Nova!
Hopefully they'll see that a mistake has been made somewhere and sort it out for you free of charge as a good will thing and to get your custom in the future! If not then you may be covered for your deposit on the card you paid it on!
If the worst comes to the worst take it up with the card company where they should look into it for you!
That happens all the time some times you just have to touch the mouse or wheel and it changes and you don't always notice it happening.
Hi DocBrown and welcome to HT!
This isn't really relevant, but I have been trying to book a UK hotel online. I put in dates for October and luckily noticed at the confirmation page that the system had changed the dates to August. Apparently you can only book this hotel x amount of days in advance, but nowhere in the booking process does it warn you that it has changed your dates. Very misleading.
luci
This isn't really relevant, but I have been trying to book a UK hotel online. I put in dates for October and luckily noticed at the confirmation page that the system had changed the dates to August. Apparently you can only book this hotel x amount of days in advance, but nowhere in the booking process does it warn you that it has changed your dates. Very misleading.
luci
Sadly, it says there are no holidays available when I try the date I've ended up with.
I've looked into the scroll wheel suggestion, as I have done it myself on other sites and know what you mean. However, it is not possible to change any dates after your initial search and you've selected the hotel you want. It takes you to a page where all your dates, prices etc are stated and you simply enter your card details. The only thing you can change on this page is ticking extras like luggage allowance or insurance.
It was from this page that I wrote down the original price breakdown and dates. I didn't tick any extras because this would have shown up on the incorrect booking confirmation.
I will contact my card company though and see if I'm covered against this kind of thing.
I've looked into the scroll wheel suggestion, as I have done it myself on other sites and know what you mean. However, it is not possible to change any dates after your initial search and you've selected the hotel you want. It takes you to a page where all your dates, prices etc are stated and you simply enter your card details. The only thing you can change on this page is ticking extras like luggage allowance or insurance.
It was from this page that I wrote down the original price breakdown and dates. I didn't tick any extras because this would have shown up on the incorrect booking confirmation.
I will contact my card company though and see if I'm covered against this kind of thing.
I can't offer any advice but honestly if I kept hearing someone telling me that this issue is in a 'technical journey' I'd have lost it pretty quickly.
Technical journey? Who on earth came up with that??
Sometimes, you know, I wish that these operators would give a little more leeway to people who spot errors, whether it was a mistake by the person booking the holiday or the agent, and rectify them without making a song and dance about it and trying to charge money for it.
I recently changed a domestic flight that I booked with a package with Kuoni for my holiday this year. I would have had a very long wait at Gatwick to get back to Manchester on my return with the flights that I somehow originally got (which was probably my own fault for not raising it then), so I rang and asked if there were any earlier flights and could I change. Answer: yes there is, yes you can change, let me check it's the same cost, yes it is, there you go we've changed it and will send it in writing.
Simple. This is the sort of service that many of these operators can do but they have these rulings designed to extract as much cash out of people as they can.
I hope you get this sorted.
Technical journey? Who on earth came up with that??
Sometimes, you know, I wish that these operators would give a little more leeway to people who spot errors, whether it was a mistake by the person booking the holiday or the agent, and rectify them without making a song and dance about it and trying to charge money for it.
I recently changed a domestic flight that I booked with a package with Kuoni for my holiday this year. I would have had a very long wait at Gatwick to get back to Manchester on my return with the flights that I somehow originally got (which was probably my own fault for not raising it then), so I rang and asked if there were any earlier flights and could I change. Answer: yes there is, yes you can change, let me check it's the same cost, yes it is, there you go we've changed it and will send it in writing.
Simple. This is the sort of service that many of these operators can do but they have these rulings designed to extract as much cash out of people as they can.
I hope you get this sorted.
Not much consolation in this case, but why do not people "save the page" at each stage?
It would at least give you documentary evidence in the case of a dispute.
The "Technical Journey" that they are to carry out is exactly the same thing.
fwh
It would at least give you documentary evidence in the case of a dispute.
The "Technical Journey" that they are to carry out is exactly the same thing.
fwh
I do wish I'd have saved the page before confirming. I've never had this kind of thing happen before. At least I know for the future.
As an update - I emailed ABTA and they've said they would contact Thomas Cook and ask for an explanation.
As an update - I emailed ABTA and they've said they would contact Thomas Cook and ask for an explanation.
The thing is people don't think or expect anything to go wrong it could happen to the savviest of people
I do hope you get it sorted soon. I've never had this problem thank goodness but in future I'll save every bit of info when I book on line, rather than just saving the confirmation I'm sent.
Hi,
Just a thought. If you go onto the Thomas Cook website and click on My Account at top of page - you will need your departure date, booking ref and lead passenger name - would this not confirm what had been booked?
Just a thought. If you go onto the Thomas Cook website and click on My Account at top of page - you will need your departure date, booking ref and lead passenger name - would this not confirm what had been booked?
The details on the 'My Account' section will be the same incorrect ones they've given me in my booking confirmation.
I hadn't heard anything back from ABTA so I thought I'd phone Thomas Cook Customer Service this evening and see what the status of my problem was.
After being in a telephone queue for 40 mins, I eventually got through and was told again that the technical journey had been requested back on Monday 21st January but could now take up to two weeks and they could do nothing to help me until this had been carried out.
I expressed my frustration at this further delay (Originally they'd get back to me the same day, then it would take 48 hours, then it would take upto a week) and was promised the senior Customer Service advisor will contact me tomorrow to discuss the problem.
I won't be holding my breath for her call.
I hadn't heard anything back from ABTA so I thought I'd phone Thomas Cook Customer Service this evening and see what the status of my problem was.
After being in a telephone queue for 40 mins, I eventually got through and was told again that the technical journey had been requested back on Monday 21st January but could now take up to two weeks and they could do nothing to help me until this had been carried out.
I expressed my frustration at this further delay (Originally they'd get back to me the same day, then it would take 48 hours, then it would take upto a week) and was promised the senior Customer Service advisor will contact me tomorrow to discuss the problem.
I won't be holding my breath for her call.
I don't have any advice to offer regarding the wrong dates but I booked a holiday to Cuba last year with Thomas Cook online and printed out the details before confirming. Having then clicked to confirm and having entered my card details I was shocked to see that the price had jumped up £100. Despite having a printout, TC informed me that the pricing must have changed in the seconds between getting the price and paying. I was very annoyed but chose to accept the holiday at the higher price as it was the exact holiday we wanted - to be fair TC had offered to let me cancel without charge. I can't see why they would not be prepared to refund the deposit.
As expected, I wasn't contacted by Thomas Cook as they promised today. I had been assured that Senior Customer Service advisor, Helen, "who is very good at her job and been with company a long time" would call.
I phoned ABTA to see if they had made any further progress with it but was dealt with by a really rude bloke who seemed truly disgusted that I'd phoned. He said they'd deal with it when they're ready to.
I'm pretty much facing the fact of having to cancel the holiday and lose my deposit before my balance due date in a week or so.
The thought of being on hold for another 40 mins with Thomas Cook Customer Service fills me with dread.
I phoned ABTA to see if they had made any further progress with it but was dealt with by a really rude bloke who seemed truly disgusted that I'd phoned. He said they'd deal with it when they're ready to.
I'm pretty much facing the fact of having to cancel the holiday and lose my deposit before my balance due date in a week or so.
The thought of being on hold for another 40 mins with Thomas Cook Customer Service fills me with dread.
Post a Reply
Please sign in or register an account to reply to this post.
Similar Topics
-
Wrong room on booking confirmation
Posted by silverpixie1uk in Holiday Complaints
-
Thomas Cook wrong hotel
Posted by tricia180 in Holiday Complaints
-
Thomas Cook booked the wrong room - any recourse?
Posted by djhomeless in Holiday Complaints
-
beware of wrong Thomas Cook luggage allowances
Posted by mrcognac in Tunisia Discussion Forum
-
thomas cook changed my booking
Posted by kittycatsmum in Help And Assistance