Fly Thomas Cook

mmmsnow

I've discovered that their complaints section says that all complaints will be dealt with in one working day. I've now complained and I'll see if they get back to me tomorrow.

mmmsnow

Well, I don't think I'll be using Flythomascook in the future! They took a full week to get back to me via e-mail and they have just marked my complaint as "solved" without getting in touch with me (they were supposed to phone!) or providing me with any information on how the complaint has been resolved.

I think my complaint's been sitting on their system too long and someone's just ticked a box to make it go away without actually looking at it.

I just tried the Thomas Cook webchat and again, the guy tried to fob me off with their 0871 number and when I asked about complaints, I was told there was an 0844 number! I can't imagine why a large company is charging customers who are complaining (i.e. something has already gone wrong) to pay money to get in touch. I guess they don't really care about their customers or repeat business.

Anyway, I replied to the e-mail that said the situation was resolved, asking for clarification. It'll probably be another week before I hear anything back.

What started out as a little annoyance has really put me off an entire company!

Flyboy152

mmmsnow wrote: »

Well, I don't think I'll be using Flythomascook in the future! They took a full week to get back to me via e-mail and they have just marked my complaint as "solved" without getting in touch with me (they were supposed to phone!) or providing me with any information on how the complaint has been resolved.

I think my complaint's been sitting on their system too long and someone's just ticked a box to make it go away without actually looking at it.

My first thought was, they would come back a week later and say, "thank you for your enquiry, we will back to you sometime this millennium." But what you got was even funnier (well it would be if wasn't so flipping ridiculous ).

I just tried the Thomas Cook webchat and again, the guy tried to fob me off with their 0871 number and when I asked about complaints, I was told there was an 0844 number! I can't imagine why a large company is charging customers who are complaining (i.e. something has already gone wrong) to pay money to get in touch. I guess they don't really care about their customers or repeat business.

Anyway, I replied to the e-mail that said the situation was resolved, asking for clarification. It'll probably be another week before I hear anything back.

What started out as a little annoyance has really put me off an entire company!

I wouldn't even attempt to to persuade you to fly RyanUnfair then.

mmmsnow

Flyboy152 wrote: »

I wouldn't even attempt to to persuade you to fly RyanUnfair then.

I don't fly Ryanair as I feel that travelling with them is far too stressful and not cheap enough to offset the inconvenience. I actually looked at them for a flight to Paris a few years ago and they were £10 more expensive than Easyjet, even though Ryanair were flying to Beauvais and Easyjet to CDG. Since then, I don't even bother.

I've used Thomas Cook in the past and, while I've never been ecstatic with their customer service, they've been okay up until this point.

mmmsnow

After several e-mails on my part (and NO CALL BACKS! In fact, they responded to my call back request by e-mail), Flythomascook are no telling me I paid with a Credit Card. This is definitely not the case (I don't actually have a CC that would allow me to book the flights since I have very small credit limits) and I have proof that the money came out of my debit account on the same day that the flights were booked.

I have now asked for the address of their complaints department and the address and name of their CEO. I know this is only a matter of a few pounds but I can't believe how bad their customer service is and I now want to see how it's resolved.

wealdroam

May be of some use sometime...

SayNoTo0870 gives a possible geographic phone numbers for Fly Thomas Cook...

01733 842110

sirmarcus

OP....Suggest you escalate or complain to Ian Derbyshire, Thomas Cook CEO, Retail UK, via sending him an email at [EMAIL="ian.derbyshire@thomascook.com"]ian.derbyshire@thomascook.com[/EMAIL].

Good luck and hope this helps.

mmmsnow

Thanks, Wealdroam, but that's one of the first things I tried. That number gives only a voicemail message that tells you to call the 0871 number!

Sirmarcus, Thomas Cook and Flythomascook are two separate companies. I have contacted both of them and TC keeps telling me that they are not linked with Flythomascook and so can't deal with my complaint. I need the details of the Flythomascook CEO and that information isn't forthcoming

halibut2209

You seek Henry Sunley

http://www.breakingtravelnews.com/news/article/flythomascook.com-introduce-tunisian-flights-from-leeds-bradford-airport/

sirmarcus

OP...Try sending an email to Frank Pullman, MD of Flythomascook (aka Thomas Cook Airlines) at [EMAIL="frank.pullman@thomascook.com"]frank.pullman@thomascook.com[/EMAIL].

Wait 3 days for a response.

Details of Frank at http://www.canadianaffair.com/en/airline_partners/thomas_cook.asp.

Good luck.