Thomas Cook Airlines - Rubbish Customer Service

PompeyPete

The Thomas Cook rep is probably just as frustrated as you.
He/she will be looking after people at several hotels, and probably running around like an headless chicken.
I'd rather be stuck in the hotel than the airport.

bagand96

Very Poor
I'm still on holiday in Tunisia (well not sure you'd call it holiday). .....

While I appreciate this must be very frustrating for you, it is one of those situations that is goign to be a bit "messy".

Thomas Cook will have consulted with local authorities and the British Foreign Office before making a decision like this. They won't have taken it lightly, but they do have a responsibility towards you and your safety.

Its no mean feat to organise the logistics of getting their customers out. They will have to organise flights for a start. Thomas Cook aircraft will have a timetable of routes to operate today that probably doesn't include Tunisia, so re-arranging schedules and staff, as well as getting aircraft out there will not be instantaneous.

In situations like this information can be frustratingly scarce, however thats probably because the situation is so dynamic and plans are changing and being rearranged very quickly.

They can't just conjure up coaches and planes out of thin air. - and there is also no point in giving you information unless it is certain. Foreign Office advice is to respect the advice of your tour operators and local authorities. Like I said, frustrating as it is, at least Thomas Cook have listened to the advice of authorities and taken decisive action based on your safety.

bagand96

yorfit64, not sure if you are still sat in your hotel without info, but Thomas Cook do have information on their website regarding the evacuation from Tunisia: http://thomascooknew.custhelp.com/cgi-bin/thomascooknew.cfg/php/enduser/std_adp.php?p_faqid=510&p_created=1293120708&p_sid=oz91Veik&p_accessibility=0&p_redirect=&p_lva=&p_sp=cF9zcmNoPTEmcF9zb3J0X2J5PSZwX2dyaWRzb3J0PSZwX3Jvd19jbnQ9NSw1JnBfcHJvZHM9

They are operating 6 flights today, 4 to Manchester and 2 to Gatwick. These are not timetabled flights, Thomas Cook don't usually operate these, so to be fair to them, if the decision was only taken last night and they are getting 6 aircraft out there this afternoon, thats pretty good going.

lisyloo

Really would not book or recommend to go with Thomas Cook again - their inability to communicate or organise clearly is causing considerable stress amongst the holiday makers at the hotel in Kantaoui.

This is a reflection of the riots/protests going on in the country.
I think you have to be understanding in this situation.

I've been with Thomas Cook before and they were brilliant.

pinkcandyflossprincess

I read on bbc news that some people are stuck in hotel but not being allowed internet acess- id suggest you read up any live news updates yourself, whilst your hotel is safe and there is no threat to tourists form what we in uk are being told, the situation in monistir seems to be very unpredictible with looting and the police seem to be the worst with tear gas which may inflame crowds more.
I really feel for you as im due out this month and looks likes it may be cancelled but its better they act and be over cautios then you get left out there and it turns nasty.
I have to say i am quite shocked as tunisians as a whole dont really act like this so they must be pretty irate to have got to this!:eek:
fingers crossed and keep us updated xx

yorkieboy_3

yorfit64 wrote: »

I'm still on holiday in Tunisia (well not sure you'd call it holiday).

They have told us we are evacuating but the message came in the middle of the night to some holiday makers with Thomas Cook but not all. We were told to be ready to leave by 7.

At 12 O clock we are no nearer knowing whether we are going, when, what day but have been told that we must stay in reception.

THere is no trouble in the resort at all, nor has there been.

No communication and now the rep has left the hotel and not told us when he is coming back.

Quite appauling.

Really would not book or recommend to go with Thomas Cook again - their inability to communicate or organise clearly is causing considerable stress amongst the holiday makers at the hotel in Kantaoui.

Hi Yorfit64

I'm guessing you were in the Marhaba Palace?

We were there too and I completely agree with you. Thomas Cook made a complete and utter Abortion of the whole job, for our Hotel.

We finally got to the Airport on Saturday after sitting in Reception for the whole day on Friday. We were told to stay there as there would be Evacuation Buses running back and forth all day. In the end only 3 buses were sent and these buses were Evacuating between 2 and 6 people at a time. There were at least 50 people in the Marhaba Palace.We were led to believe by the Tunisian Based Rep at the Airport that Thomas Cook had flown their UK Based Reps home on Friday, leaving only a Skeleton Staff of Tunisian Based Reps to look after us.

When our bus finally came at 11:15 on Saturday there was only a Driver on the Bus and no Rep. For all we knew he could've been anyone, taking us to anywhere to do anything to us.

There were many Elderly and disabled people left to wait from Friday until Saturday with some in Wheel Chairs.

My main complaint is that Thomson managed to keep their Customers fully informed. They arranged for buses to clear out Hotels in one go, unlike Thomas Cook who were trying to Evacuate few from many.

I brought back the hand scrawled Info. letter that a Thomas Cook Rep sneeked into our Hotel. They either sneeked in, breaking the Curfew or came in without Uniform and didn't make themselves known to the Guests waiting in Reception. I also brought back the typed and informative Info. letter from Thomson, just to show how Amaturish Thomas Cook were.

All in all, for the 50 guests at the Marhaba Palace, not Thomas Cook's finest hour.

gazzebo69

Folks.
I made a complaint to ThomCook for various reasons on a recent holiday. They service was poor with many missing services in the premium setas we booked and they also messed up our tickets causing no end of problems at the airports.

They have admitted that they provided this poor service and sent me a voucher to spend with them.
However, I have a couple of problems with this.
--> There is no way I can split the voucher between 7 people.
--> The same 7 people are unlikely to travel again as it was a one off holiday
--> I have already booked my holiday this year, and the voucher expires at the end of the year so I won`t even be able to use it.
Now, can I dispute this voucher and ask them to refund that amount in cash/cheque etc., or maybe an extension on the voucher as there is no way I will get to even book another holiday until next year. I also think that the settlement is little low, but neh mind, this has dragged out way too long.
Has anyone had any experience in this, whats my options here, can we go back and tell them the voucher is not good enough, or will I just be wasting my time.
Many thanks in advance for any info given.

Regards
Gazza.