Thomas Cook Payment Fiasco

wannaberichbtch

I booked a hotel with Thomas Cook on their website on 19/7/2009, wanted to pay whole balance but would only allow me to pay a deposit. It is not possible to pay the balance on the website and customers have to ring an 0870 number. Have tried this 8 times over the last 2 days at various times of the day with an average wait time of 8 minutes. The system either cuts you off or leaves you on hold for what seems like eternity. Have sent 2 emails - no response and the balance is due tomorrow. Have even tried their new reservations line and can't even get through to that! has anybody successful managed to get through this ludicrous system, and if so can you give me any advice. I think this will be my first and last Thomas Cook booking.

crocodileteeth

Have you registered on their website?
I have also booked a holiday & paid a deposit. I was under the impression that I can just log on, enter my booking ref and pay the balance at anytime up to the deadline.
Alternatively can you not go into a TC travel agents and pay the balance?

wannaberichbtch

They state specifically on the website that payment of the balance "Cannot the moment" be made on line and to phone the payment number (Not even a postal alternative). I can't see the shop accepting payment for an online booking as they receive no credit for it, but I may just turn up at one tomorrow out and hope for an understanding manager.

jhe

i spent 30 mins on hold to thomas cook on friday. when i was eventually answered i was told that it wasnt possible to look into my booking until tuesday{today} the website is being updated, as my query was only to prebook extras on the flight i was advised to phone later in the week, as the phone lines were expected to be very busy today

pavlovs_dog

i have this exact same problem with direct holidays.

I have never successfully managed to pay via the 'dedicated' number that they give you. I always phone customer services instead, moan that the system doesn't work and they take my payment for me.

crocodileteeth

Have just looked on thomas cook and I can definately make a payment online. But that is because I have booked a package holiday. I'm sure the travel agent will take payment.

Warrington-Mike

crocodileteeth wrote: »

. I'm sure the travel agent will take payment.

Have you tried paying at one of thier shops for a booking you made on the internet - they treat you like a leppar

wannaberichbtch

Have found out today that these problems are related to accommodation only bookings for which they use a subsidiary company Flexible trips. I spoke to a lovely lady at Thomas Cook direct who deal with phone reservations. She told me this is a common problem, they can't help as different computer system as are the Thomas Cook shops, she did give me an alternative number (Another 0870) but I was again cut off, 4 attempts today and still no joy. Have Emailed Thomas cook customer services to explain the problem again. Am now considering reporting them to Trading Standards for issuing apparently unmanned premium rate numbers.

emweaver

I booked my mils via phone but can pay online. I do have a nightmare getting through to thomas cook by phone and when I complained they said a half hr wait is normal for them! there is a landline on www.saynoto0870.com to try which makes the wait more bearable

wannaberichbtch

The alternative number does not apply to accommodation only bookings unfortunately. I did receive an automated reply from Thomas Cook today regarding the email I sent yesterday, basically they will respond within 7 days. Could only bring myself to ring them once today, usual thing on hold for 15 mins, put the phone down as couldnt stand the music or automated apology any longer. Makes you wonder what would happen if you needed to contact them in resort. My view on Thomas Cook now is if you want to book with them do it through one of their shops.

rafter_2

I remember when booking package holiday last month on the Thomas Cook site a live help pop up box appeared and I had a quick chat on there to somebody, not sure if you could try that