So annoyed! **SORTED**

[Natasha&Matt]

Went to the TA today to pay off the last bit of the holiday
(yay its paid)

Also had lots of questions for them about all the mistakes on the booking (there was lots) grrr they hadn't added transfers on for us from the Airport to our first destination i was so angry because i knew i did book them anyway they added it on free of charge for me, then i was double checking all the rooms we had booked and was checking HRH making sure its club level not view (as they had put on the invoice) they said no they dont do club level so when i got home decided to ring HRH with the Confirmation number i was given and they said my booking for club level 3 nights was CANCELLED on 13th August!!!!! i then asked her to check under both our names any other bookings, nothing! i have an invoice from Thomas Cook Signature from Sept and it has HRH on there and all been paid im so confused now!
i called my TA to see why this was she just called back and assured me that the room has been booked! No help whatsoever, what do i do?

P.s sorry if this doesnt make sense im rushin and angry and tired

 

[torsie24]

Get some serious complaints on - that is appauling customer service!

When you are more alert and calm, write a letter, clearly bullet-pointing the troubles.

If I were you I'd want that hotel re-booked, club level (or better) for free!

 

[stephensmum]

I feel for you as we had some serious issues with Thomas Cook a few years ago. At least this has happened before you go so you can get it addressed at this end. We found that they don't respond to letters, other than standard replies. So if you send a letter, you should also demand that this is sorted in person or by telephone. Get the manager's name & have her /him deal with it. Also, they have a customer service manager & a shop manager, I think it's best to deal with the shop manager. Don't be fobbed off. Good Luck.

 

[2Tiggies]

I agree about making a complaint. I just need to forewarn you that TC is great in the branches but customer service from a higher level is non existent.

I would suggest complaining by email (for the sake of having it in writing) but you need to follow up every 5-7 days along the lines of "I refer to my email of xyz (date) and note that I have not heard from you. I would be obliged if I could receive a detailed response as soon as possible".

I had to keep doing this no fewer than five times. The response was a general "thank you for bringing this to our attention and we will look into the matter" and my further correspondence pointing out that I found their response wholly inadequate appeared to fall on dear ears. You need to immediately demand a detailed response and point out that you expect to have every one of the issues you raised, fully addressed with proposals for resolution. Unfortunately this could be time consuming but I see that you leave in a couple of months and you obviously want it sorted out to your satisfaction.
You may do well to be phoning at the same time as well in an effort to speed up the process. Make sure that you make a note of the time of every single phone call, who you spoke to and take notes of the conversation. Calls are usually recorded and if you pursue the matter further at any point in respect of making a claim of any kind, this information will prove useful in supporting your case.

Sorry, I am just trying to give you all the options, having been through this last year with them.

Another thing: If you use the postal service, send it signed for. TC have a habit of claiming that they "never received" any of my numerous letters. However they also claim to have sent out post to me, none of which was ever received.

Stick to your guns on this one. This is your holiday and it isnt small change!

 

[2Tiggies]

Quick question: do you have any paperwork confirming that you had actually asked for club level, etc? This could also be helpful in your fight for what is yours!

 

[distester]

Thanks guys still fuming just told matt he is more fuming than me lol!
I have all the wriiten quotes saying club level but on the invoice it says club view and blub view!!! But in the TA screen says club level.

 

[DISWolves]

I would arrange an afternoon meeting with the TA manager, visit the shop and sit with him whilst he calls HRH and rebooks the room with upgrade as a minimum for the inconvience and stress caused by his incompetant staff.
Stick by your guns and be firm.

 

[distester]

Thanks guys still fuming just told matt he is more fuming than me lol!
I have all the wriiten quotes saying club level but on the invoice it says club view and blub view!!! But in the TA screen says club level.

This is me btw I use this name on iPhone as it don't let me sign in my name as I have a & in it lol confusin I know x

 

[2Tiggies]

Great! Print/keep all of that. Those are your grounds for dispute and they cannot argue! Don't let them take any originals - and if they must -make sure you keep your copies. They have to sort it out for you. Insist on not paying a penny more (they may have charged you for club view not club level) because based on the paperwork you paid in good faith for what you were told you were getting.

 

[Natasha&Matt]

I have all orginals plus copies of everything even the pieces of paper the girl was writting on the quotes with last Jan lol.
The TA agent said your room is booked we have it all on our system we can assure you its booked... so why has it been cancelled and why are you not looking into this?!! Grrrrr serious issues to be discussed tomoro.
HRH did confirm a Club Level was booked for 3 nights for us but was later cancelled and no other bookings were found.

 

[scottishgirl87]

I would seriously keep an eye on this! Reason I'm saying that is I know you're going roughly the same time as us and I know for my dates and weeks before/after there is very little to no availability left! You really don't want to get to the stage if they haven't booked it there's no rooms available!

I would maybe put that point across in your complaint.

 

[babyh200]

Hi,
really sorry your having trouble with TC. We booked flights with them last June for June 2010. I realised the flight was cancelled when I tried to add some friends onto the booking and they had no record of the flight on their system. The Customer Services came out with dozens of excuses as to why the flight wasnt there.....they said it had been taken off whilst they re-negotiated the package price, another said it was full, another said they didnt know why it wasnt on their system but it was definately going because they dont cancel flights in peak season etc etc.
In the end I convinced myself I was being paranoid and stopped chasing them about it.
Sure enough almost 6 months after we booked (and 3 months after my query)we finally received a letter informing us the flight was cancelled.
Their customer service attitude was disgraceful. They refused to move us onto another flight within the half term and offerred us the following week. They said if we wanted another flight within the half term we would have to pay between £800-1200 because the prices had gone up
I pointed out that they werent that price when we had booked the flight originally but they werent interested.

My advice to you is to keep a record of each person you speak to and what they say.
Definately make sure you receive something officially in writing and tell them you will be ringing the hotel to check that your booking is in order!
I personnally dont care how i get to Orlando and will pretty much fly with whoever is the cheapest.
Thankfully we have now re-booked with Virgin.

Travel agents these days are starting to remind me of car salesmen.......

Hope you get sorted and dont let them fob you off

 

[2Tiggies]

I do really feel for you as this is the last part of the run-up to your holiday and you should be enjoying the fun aspects of planning - not sitting sorting out problems for which you are not responsible. It is really annoying to have to spend so much time dealing with things like this - and unfortunately, it will cost you some time and inconvenience. I am the sort who would demand some kind of compensation (free upgrade, further discount/vouchers) for the inconvenience.

Do you thing TC cancelled the club level when they realised the travel consultant booked a package they don't officially offer?

Last year TC phoned VA to confirm my DD's gluten free meal for the flight. We flew to Orlando only to be told on the plane that there were none. Turned out VA had been informed by TC that we didn't require meals?!?! (According to VA's records anyway). A nine hour flight with a 7 year old and nothing safe for her to eat except a bowl of yogurt. NOT fun!

 

[2Tiggies]

Travel agents these days are starting to remind me of car salesmen.......

.... sometimes the truth is outrageously funny!

 

[Tinks1984]

Oh Tasha, this isn't what you need! Should be a happy time knowing it's all booked and paid for!

As the others have said, I'd keep getting on at them until they sort something. I hope you manage to get something sorted over the weekend. Are TC not able to see who cancelled it in Aug and why? Surely they must keep records.

I'm quite paranoid now too...must go check all our documents again just to see what's on there! So far our invoices have been correct and updated when items have come available. But I will double check everything to be sure.

Hope it's sorted soon hun

 

[Pooh's-Honey-Pot]

Definitely, definitely keep chasing them up until HRH confirm to you they have your booking. We called POR last year before our holiday to request a certain room area, and were told they didn't have our booking. I assumed they had made a mistake, or Virgin just didnt send the bookings through that early, and didn't think anymore of it until we arrived at the hotel after a long flight to find Virgin had cancelled the hotel 10 days beforehand!! You will note from my signature that we didn't stay in POR in the end - because the hotel was completely full! NOT great!!!

 

[Natasha&Matt]

Do you think it's worth me ringing Thomas cook Signature pretending to be the TA to get to the bottom of it? if ya want something doing do it yourself lol what harm could it do?

 

[izzie-wizzie]

Oh dear that must be soo frustrating for you - and i wish you ALL the luck getting it sorted! Hopefully at some point soon you'll talk to someone who knows whats going for real - and can give you some proper answers/solutions

I kinda had a problem with TC last October - we didnt actually get our park tickets til the Saturday - and we left at 5am Tuesday morning. and we wouldn't have gotten our tickets til Monday had i not caused such a fuss! And with all the postage things thats going on at the moment who knows - we could have been on our flight to florida with no park tickets!

It was beyond infuriating, with being told for about 2 weeks they would be here tomorrow - turns out it was half term, and really busy, and a shortage of tickets - understandably they are busy, but surely if they can't deliver (and obviously if they were having problems this wasn't communicated!) - and surely if you book so far in advance (january) we should have our tickets.

Sorry just my own little tired rant at TC - I personally would try to avoid them in future - but its a bit difficult to sometimes since most other ways to pay are all up front!

 

[2Tiggies]

I kinda had a problem with TC last October - we didnt actually get our park tickets til the Saturday - and we left at 5am Tuesday morning. and we wouldn't have gotten our tickets til Monday had i not caused such a fuss! And with all the postage things thats going on at the moment who knows - we could have been on our flight to florida with no park tickets! Sorry just my own little tired rant at TC - I personally would try to avoid them in future - but its a bit difficult to sometimes since most other ways to pay are all up front!

Sounds frightfully familiar. Last year we flew out on Easter Saturday Same thing: tickets "coming tomorrow" for 2 weeks. Eventually even the staff as TC branch were getting stressed as we were flying out on Friday morning first thing to Manchester. Got a call to say tickets were there on Wednesday just before 5 pm. I bolted out of the office and up the street in my high heels at lightning speed - to the amusement of onlookers - and got there just as they were closing!

That's not the reason I avoided TC this year - it was the follow through when we came back. I eventually got a response on my fifth follow up email when I asked them to please confirm that there was human presence in their Customer Service office or whether I was dealing with an automated computer system.

 

[gemmybear83]

Hope you manage to get it all sorted out quickly