Thomas Cook Complaint Email Address Suggestions

mrsides

Hello

Could anyone help I need to complain about a holiday with Thomas Cook, which email addresses would be best to use?

Thanks

Mark

Westin

Unable to help with an email address but there is a customer forum site which is well monitored. I'm sure on there you will find someone quick to tell you.

http://https://getsatisfaction.com/thomascook

OnlyMe123_2

Go straight to the top - harriet.green@thomascook.com

budgetflyer

OnlyMe123 wrote: »

Go straight to the top - harriet.green@thomascook.com

Might as well sack the full customer service team now that you expect Harriet to deal with all the complaints.

She is likely to be too busy to do her proper job and share price may well dive, but who cares as long as she deals with and wee johnny gets full compo for stubbing his toe on the uneven tiles at the paddling pool.

agrinnall

budgetflyer wrote: »

Might as well sack the full customer service team now that you expect Harriet to deal with all the complaints.

I certainly wouldn't do it as a first step, but twice in the last few months I have emailed the CEO of large organisations and in both cases I've had resolution in a way that I'm pretty certain wouldn't have happened had I just stuck with the normal complaints process. Although both issues were time critical, if they hadn't been I probably wouldn't have done it.

OnlyMe123_2

It got my problem resolved in two days after wasting three months getting the runaround by other departments. I was very disappointed however that she delegated this to someone else rather than taking time out from running the company to deal with this personally.

You've got me worried about the share price now. I've checked and between me sending my email and getting a response the price dropped 0.4p, I hope I won't be held responsible for this.

On a more serious note, you can start your journey here: (I can't post the actual link) formstack/forms/?1529950-EdtYD5Ysr0

but you know where to go if needs be.

whatmichaelsays

Don't email. Complain by post. Yes, it sounds old fashioned and slow, but it is far more effective.

Email complaints get lumped in with the rest of the inbox, only to be delegated to a member of the customer services team that can only give you the responses that they can via phone after 3-5 working days (kind of defeating the point of an email really). Emails are usually read with the same level of apathy that most of us read ours (think about it - if you were getting hundreds of emails a day, you'd find it hard to give every one your utmost attention). In short - email sucks.

Postal complaints usually go to seperate departments and, because they're more unusual, you usually get the readers attention. I've never not got the resolution I wanted with a good postal complaint.

And if anyone thinks that the above email address goes direct to the CEO, they need their head checking

OnlyMe123_2

Dear XXX XXXXXX

Thank you for your recent communication

I am extremely sorry to learn that you have not been entirely satisfied with our service on this occasion. I have, therefore, forwarded your communication to XXXX XXXXX in my team, with the request that she investigates the matter and responds to you on my behalf. She will be in touch with you as soon as she has reviewed your concerns. In the meantime, should you need to contact her, please call 111 111 1111.


Kind regards
Harriet Green



Quote from Harriet Green interview at managementtoday.co.uk

"I do all my own email. I have a system and I do delegate, of course, but the only person who accesses my main Thomas Cook email address is me."


Are you saying she has been lying to us?