Airtours Prestige Holiday - Help!!!

beverley33

Hi all,

I booked an Airtours Prestige holiday via the Thomas Cook website in June and we travel to the Dominican next Sunday. I received the tickets last Friday and noticed we had not received any information about the VIP airport lounge which should have been included as part of this "prestige" deal. When I phoned the Thomas Cook customer services, I was told this deal was stopped in February??? I kindly pointed out the deal was definitely avail in June on their website otherwise how would I have known about it to complain I hadn't received it!!! They promised to investigate and call me back the next day but despite 2 phone calls from myself chasing them up I am still awaiting the call.
I have checked all of my paperwork and there doesn't appear to be any mention of this free access to the airport lounge so where do I stand? Thomas Cook have logged my query with their web support team who can apparently see every screen I looked at whilst making my booking but if they come back and tell me no, this deal is not valid what can I do?
Any advice and help would be much appreciated...

pelicanos_2

Hello!

I too have booked with T Cook to go to the Dominincan and leave next Friday.When I booked my hoiliday last November it was booked as a prestige holiday and the Brochure said I was entitled to the vip lounge at Newcastle, again like your self i have been told that this as now stopped. But i believe that consumer law does state that if it states in the brochure what you will get then it must conform to this. Any one know more?

pelicanos_2

Got this sorted for you.Been in touch with consumer direct. just put it into google.It is a goverment consumer advice help line, If you got your holiday booked before april this year they are obliged to give you the prestige holiday benefits, Called Thomas Cook today to inform them that if they did not supply me with a prestige holiday they would be in breach of contract and i would then sue them for damages due to losing the benefits of a prestige holiday. They have contacted me back today to inform me that they will send out a letter and i must hand this in at the Thomas Cook booking office at the airport and will be given passes to enter the V I P lounge. Also 30kg luggage and a taxi from the airport to my hotel.
Hope you have the same out come and have a nice holiday.:T

beverley33

I'm really pleased you've managed to sort out your query but unfortunately I'm still waiting. I contacted Consumer Direct and they advised me to send my complaint recorded delivery which I did last Thursday. I'm going to call Thomas Cook again today so keep your fingers crossed....

1618

We actually booked on April 19th 2008, at the time of booking i asked if the holiday had all the prestige benefits and was told YES increased luggage allowance and Vip lounge.When the confirmation came it was not on the invoice so i rang back and i got the confirmation again,will be calling them shortly!!!!

hollydays

If you don't get the Vip lounge,then the holiday is " not as described"-sale of goods act.

1618

Just to let people know,contacted Thomas Cook just now and they have confirmed we still have the Prestige Package of increased luggage and VIP lounge

beverley33

I have just spent the last 36 minutes on the phone to Thomas Cook only to be told there is no-one there that can help me at the moment and they are still awaiting a reply from their web support team, a full 10 days since I logged the query!!!

I have asked to speak to a manager and been promised a phone call back but when that will be is anyone's guess. How do I go forward with this now?

beverley33

Thomas Cook have finally phoned me back and guess what...yes, I am entitled to the Airport Lounge. Apparently there has been quite a few complaints to Thomas Cook with the same query and the Web Support Team (e-commerce) have been writing them off against the business.
Due to the time it's taken for them to get back to me, they have also offered me free drinks and headsets on the flight as well.
If anyone else faces this problem, please don't give up but do ask to speak to a manager straight away. If I'd have insisted on speaking to someone in authority from the start, I don't think it would have taken this long to get my query solved.

Thank you to everyone whose posted...:T

pelicanos_2

Happy Days all round !

Now we can all have a well earned rest. Just hope the weather is good now.:j :T

Ps/ Can we sue them for the weather. lol

cazzashirley

Hi there load of bull, I worked on that team when it was in MT, and we can't possibly see every screen only your booking which goes through to booking system, they are trying to pull a fast one.....
Regards
Carol