Thomas Cook complaint / Not happy with Compensation rewarded

gazzebo69 · 7 February 2011 at 2:30PM

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 seats 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 us 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
--> We 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.

dmg24 · 7 February 2011 at 2:34PM

You can ask, but only they can tell you what the answer will be.

HXDave · 7 February 2011 at 2:48PM

If you have it in writing that they have admitted they messed up and provided poor service, then at least this is a start. You say the 'compensation' you have been offered is a little low, however without knowing the full details, and what they have offered, it's difficult to judge. It may be that the offer is indeed a good one, or alternatively it mightt be, as you suggest, low.

However i would initially write back requesting that due to the nature of the party that you require a cheque settlement as opposed to a voucher settlement. Initially, i would hold onto the voucher first just in case they withdraw the offer altogether. If they write back asking for the voucher, only release the voucher back to them when you have it in writing that they have agreed to refund cash / cheque.

If they still refuse to offer you cash / cheque, threaten them with Arbitration through ABTA, if you think the case is strong enough.

HXDave.

gazzebo69 · 8 February 2011 at 9:50AM

Basically, in the premium seats you are meant to get some extra entertainment and complementary headphones and some refreshment goody bags for the jouurney. They had no suitable headphones on the journey out and no headphones at all on the journey back, this gave us a really poor experience for the entertainment. Because of this, they turned off the TVs with about 3-4 hours to go because of so many people complaining. I was advised by the air steward to complain.

The other issue was with their customer services at Manchester airport..So bad it was unbelievable.

I have a letter from them, which took like 4 months to get here, I had to go to Abta in the end because they were just ignoring me.

Think I will write back explaining, that a voucher is no good because it won`t get used at all this year, and it would be difficult to split this up between the party that travelled. See how that goes.

Though I can see them taking another 4 months or so to answer. They ain`t very quick at responding.

Many thanks for your comments folks.

Regards
Gazzebo.

littlereddevil · 8 February 2011 at 1:25PM

I agree a voucher is totally unsuitable between 7 people. Hold out for some other offer.

ferf1223 · 8 February 2011 at 10:38PM

Did you get the other benefits of the premium option? How much additional did you pay for the premium option and what was the value of the voucher?

I understand you have another issue (the customer service issue you mentioned), other than the headphones and resulting lack of entertainment...but it would seem there are a lot of other benefits included in the premium service.

Speedier check-in through a dedicated desk
30kg baggage allowance
Priority aircraft boarding
Dedicated cabin with fewer seats and more crew
Wider, leather covered seats for additional comfort and more personal space
Complimentary personal care kit
Sparkling wine on boarding
Complimentary bar service throughout the flight (excluded Champagne)
Upgraded menu with a choice of main course for your main meal
Personal headsets for you to use while on board

Obviously they think that you are due something...if it were me, I would try for an extension of the voucher...what would the value for each passenger be if it was split 7 ways? Would everyone use it? Wouldn't it have more value to be kept whole (assuming you could use it)? But I wouldn't really hold your breath...and I'm not sure how much I would focus on the lack of headphones thing - as it's not like the full additional cost of your tickets for the upgrade went to that.

gazzebo69 · 9 February 2011 at 10:02AM

Hi.

From the list given the following we got

Speedier check-in through a dedicated desk
30kg baggage allowance
Priority aircraft boarding
Wider, leather covered seats for additional comfort and more personal space
Sparkling wine on boarding
Complimentary bar service throughout the flight (excluded Champagne)
Upgraded menu with a choice of main course for your main meal

These were missed out

Dedicated cabin with fewer seats and more crew
Complimentary personal care kit
Personal headsets for you to use while on board

There wasnt a dedicated cabin crew, because they serviced the whole aircraft so it made it hard to get refreshments, however, that bit I didnt point out in the complaint because I wasn`t too fussed.

There wasnt any decent personal headsets, so they turned the TVs off about half through the return journey and I had to make a contraption on the journey out to make two single headsets work as one, it wasnt very good and the movie experience was very poor because of it.

It was the cabin crew who initially approached me and explained I really should complain because it was not on and they had tried to get equipment for the flights.

We also didnt get the refreshments bags which I would have been handed to freshen up with.

Again all this paid for, but not given.

We got £30 per person back, in a voucher of £210.00. Which am not sure if its a good value or not. Think we paid £165 per person for the premium seats. The voucher though is not suitable as I cannot split this and we`ve all booked for this year, and it runs out at the end of the year.

Sometimes I say sod it and don`t complain, but the Thomas Cook customer service desk at Manchester airport really annoyed me, so I thought sod it, I`m going to give them my comments.

Basically, the tickets were incorrectly printed for one passenger, just one initial out, a R instead of a B. Again mistakes are made, am happy with that. We checked our booking confirmation to see we hadn`t made the mistake and we didnt, it was a mistake at the ticket printing. Check-out mentioned to us that we should see TC cust service rep to see if we could get this ticket reprinted. We did and she was arrogant, wanted £40 for her troubles, when I mentioned it was TCs fault, she said she didnt care, go away, £40 quid or no new ticket.. at one point she was almost shouting.

My main gripe is basically the loss of the inflight entertainment and complimentary refreshment bag.

I`m gonna write to em and see if they can convert the voucher into a cheque or something, if they say no, I will contact ABTA and get their opinion.

I am off premuim seats this year, but with Thomsons. My mum and dad did this two years back and they said it was a much better service. I think TC have done away with Premium Seats now though.

Many thanks for your advice, keep em coming.

Cheers

Gazzebo.

jillie1974 · 9 February 2011 at 11:54AM

have you booked a thomas cook or airtours holiday this year? if so the voucher can be used for that one

if not you can write and ask for a cheque

gazzebo69 · 9 February 2011 at 12:23PM

The holiday has been booked with Thomsons this year so I can`t even use it on that one.

Think I will write to them and explain a voucher is no good and see how that goes. We certainly won`t be able to use it before it expires.

Many Thanks
Gary.

ferf1223 · 9 February 2011 at 10:08PM

gazzebo69 wrote: »

My main gripe is basically the loss of the inflight entertainment and complimentary refreshment bag.

That was kind of my point...I've been on flights before with no IFE due to malfunction...it happens...it's why I bring my own entertainment.

I do understand that no IFE on a long flight can make the flight last forever, I have had it happen personally and it does seem like the most disasterous thing in the world...but it's not really something I would expect compesnation for.

Personally, I think that £30/pp is fair compensation given which items were missing...I understand that the TC crew suggested you complain...but I'm not sure how much more you could expect for loss of IFE and a flight bag (most of which we normally end up binning ourselves).

I get that there are 7 of you, and I get that the voucher expires before you could use it again...but if it were me, I would be going for an extension of the voucher and call it a day...or if they won't extend it, whoever can use it should use it...or sell it to someone who can (if it's transferrable) and the 7 of you have a night out.

luci · 9 February 2011 at 10:55PM

If they have admitted liability, which they have by offering a voucher, you have a good case to take it further. I would write back rejecting their offer and asking for a cash settlement.