Fly Thomas Cook

mmmsnow

Thanks for the e-mail address, sirmarcus. I've just written a (rather long) account of the poor customer service I've received and sent it off to Frank Pullman.

I got so annoyed when I received the poorly written e-mail saying that I'd paid by CC and not debit that I wrote a lengthy e-mail to my money heroine, Diana Wright at The Sunday Times. I basically said that, although this is a small matter, it might affect lots of people and her readers should be made aware of the situation. It might be that the Flythomascook on-line system is not recognising debit cards and people are being overcharged left, right and centre. God knows.

I'm now not bothered about the £4 overcharge, it's the customer service I find particularly shocking. I'm now interested to see if they manage to resolve this. They've already lost me as a customer so now I'm just curious as to what happens next on their side!

IndigoBlue_2

I never had this when I booked with them, is it a VISA debit card?

mmmsnow

Yup, it's Visa Debit and I chose that from the drop-down menu. It's still a debit card and the money came out of my current account the next day.

mmmsnow

I've had a response from Frank Pullman's office, saying that the Management Support team are going to look into "my concerns". If anyone else has problems, I would recommend using the e-mail address that sirmarcus provided!

sirmarcus

mmmsnow wrote: »

If anyone else has problems, I would recommend using the e-mail address that sirmarcus provided!

Glad to have helped:j. Keep us posted and good luck for a successful outcome.

mmmsnow

A veritable flurry of activity today:

This morning (while I was out, of course), I received a call back from the company. The woman was very nice, left an answering machine message asking me to call her back ON THE 0871 NUMBER to discuss the card I used to pay for the flights.

A few hours later, I get an e-mail telling me that they made a mistake and they have overcharged me. I'm having the princely sum of £4 refunded.

After reading this, I called the number provided by the Management Support team and spoke to a lovely gentleman to tell him that the matter had finally been resolved (after about 8 e-mails from me!) and to stress how unimpressed I was with their customer service. Especially the fact that there was no way for me to get in contact with them without being charged extra for the privilege.

He says the Management Support team are having it looked into further so I'll keep you posted.

mmmsnow

Finally got a call back when I was in! Anyway, FTC needed my card details to refund so they called and got them.

At no point did the agent apologise for the error the company made or the hassle I've had! It was ridiculous: I've e-mailed them several times (maybe in the 10s now), requested call backs that never came, been called a liar and finally, I get someone on the phone and they just ask for the card number and say "Ok, that'll get refunded to your card."

I work closely with the public and I'm aghast at their communication skills (the e-mails from them were verging on illiterate - obviously written in a hurry with no thought to the problem, only to quickly get it out of the way) and the basic errors in customer service.

Anyway, now I've been sent another confirmation for the flights. Worryingly, this shows the same amount as before and now I can't get into the on-line system to check that my pre-booked seats have still been pre-booked (I don't know if the refund is going to mess this up as it seems to require re-confirming). When I try to check, I now get a message saying that I can't change or view my booking on-line and to phone their 0871 number.

One step forward, three steps back!

mmmsnow

Well, I got a call from one of the Management Support team yesterday and they are sending me £25 as a gesture of goodwill (I was offered £50 of vouchers but I refused).

I don't think I'll be using Flythomascook in the future - the customer service is appalling. I'm still unable to log into the website to check if my pre-booked seats are still pre-booked! Anytime I try input my booking reference, the website says, "The booking reference you have entered cannot be viewed or changed online. Please call us on 0871 230 2406 (Please note that calls to this number are charged at charged at 10p/min. Please check with your service provider for charges.) for changes and cancellations to this booking." I think I'll wait a couple of days and, if I still can't log in, call the Management Support team again.

Flyboy152

mmmsnow wrote: »

Well, I got a call from one of the Management Support team yesterday and they are sending me £25 as a gesture of goodwill (I was offered £50 of vouchers but I refused).

I don't think I'll be using Flythomascook in the future - the customer service is appalling. I'm still unable to log into the website to check if my pre-booked seats are still pre-booked! Anytime I try input my booking reference, the website says, "The booking reference you have entered cannot be viewed or changed online. Please call us on 0871 230 2406 (Please note that calls to this number are charged at charged at 10p/min. Please check with your service provider for charges.) for changes and cancellations to this booking." I think I'll wait a couple of days and, if I still can't log in, call the Management Support team again.

Hmmmm...sounds like you had a bad deal there. I would have accepted the fifty pounds and sold the vouchers on E-bay.

rogue_element

Perhaps you can share the phone number for the managment support team then, if others are unhappy?