Thomas Cook, misleading pictures and text on booking Green Garden & Siam Park

BLUis

mynameistallulah wrote: »

Why would you not read something that said Important Information as soon as you saw it, did you think it was not important enough?

Thanks for your oh so helpful advice......

We did this booking on a smart phone, so the writing was tiny. If it was so IMPORTANT, then TC should have made it more obvious!

I only saw the VERY SMALL writing AFTER it had been pointed out to me by customer services at TC when I rang to query it with them.

BLUis

ferf1223 wrote: »

I agree...when it's so clearly stated as being included for all guests, they should have some sort of "*park tickets may be excluded for late bookings - please check the T&Cs for your particular booking" or something like that...ewhile I also think it's important to read the 'important information' not sure it would ever occur to me that something that was said to be included for all wasn't in some cases....that's not all guests then...

I think this would have been a fair way of doing it. When you read everywhere on the website and in the brochure that the water park is included in the price, you dont automatically assume that it wont be for a late booking!!

Had it said when you clicked the price for the holiday that because it is a late booking and therefore didnt include the tickets, then we wouldnt have booked it.

mynameistallulah

BLUis wrote: »

Thanks for your oh so helpful advice......

We did this booking on a smart phone, so the writing was tiny. If it was so IMPORTANT, then TC should have made it more obvious!

I only saw the VERY SMALL writing AFTER it had been pointed out to me by customer services at TC when I rang to query it with them.

Why would customer services need to point it out to you when it has already been pointed out on the website? You can't blame someone else for your disinclination to read what you are agreeing to.

photome

BLUis wrote: »

I think this would have been a fair way of doing it. When you read everywhere on the website and in the brochure that the water park is included in the price, you dont automatically assume that it wont be for a late booking!!

Had it said when you clicked the price for the holiday that because it is a late booking and therefore didnt include the tickets, then we wouldnt have booked it.

IMO thats how it should have been

BLUis

mynameistallulah wrote: »

Why would customer services need to point it out to you when it has already been pointed out on the website? You can't blame someone else for your disinclination to read what you are agreeing to.

You quite clearly dont get what I am saying.

We didnt even see the line that said Important Information, let alone read it!! It was hidden at the bottom of the page, in among some other, very small writing and on my phone was almost impossible to see (going back now and doing a dummy booking, I can see it!) We HAD read the terms and conditions, why would you need to see other information that wasnt in there??

They have been deliberately misleading on their website in order to get people who have unwittingly not seen this 'important information' to but the tickets separately on their website.

What is wrong with them being up front with customers and stating when picking a date that tickets are not included? Why hide it in a small line at the bottom of a page?

mick_vandick

Its right next to the 'continue to book' button at the bottom, it is pretty obvious, even on a phone...

photome

mick_vandick wrote: »

Its right next to the 'continue to book' button at the bottom, it is pretty obvious, even on a phone...

I am usually one who advocates its in the T and C, but in this case it states it is included in large print on the first page, I dont think you should be expected to read small print to find the opposite.

BLUis

Just been talking to someone at TC - even he said its misleading!!!!

BLUis

Well, just to let you know, we have had a result. After a couple of phone calls and an email to the customer services manager we have now got unlimited passes to the water park for the week!

joerugby

BLUis wrote: »

Well, just to let you know, we have had a result. After a couple of phone calls and an email to the customer services manager we have now got unlimited passes to the water park for the week!

Congratulations, well done for persisting