Thomas Cook left us without money

robins66

For some years now I have booked my currency, the day before travelling, for collection at the airport with Thomas Cook. This year, I couldn't find an option for Thomas Cook at Manchester airport. I checked for stores near home to collect on the way to the airport. I eventually ordered for the Swinton branch. On the day we were travelling, we left in time to collect the currency from the shop. However, when we got there, there was a sign on the door saying the store would be shut until 2pm on that day. Surely if they have accepted currency orders for collection, there should be somebody available to deliver the currency to the customer.
Our flight was at 1.40pm, so there was no way we would be able to call back later. We arrived at the airport to find that Thomas Cook does not operate in Terminal 1 anymore, leaving us with no money for our holiday.
On arrival in Venice, we had no money for the taxi and had to wait an hour and a half for someone to come and pick us up. We had planned to go on a gondola, but with no Euros to spend, we had to give that a miss too.
I spoke to Thomas Cook and got the following email from them:

Thank you very much for contacting us about your currency I am sorry that you were unhappy with the service.

I have looked at this and can see that the money was reserved and no payment was taken from your account.
We would like to apologise that the website can not update training sessions for our stores.and the inconvenience caused.

I would like to thank you very much for taking the time to give us your feedback.



I replied saying their response is totally unsatisfactory as it caused considerable stress, inconvenience, and financial loss, as, when I was eventually able to change some currency, it was a much inferior rate.

That was over a week ago. Since then, I have not had any acknowledgement or response.
Can anyone suggest what I should do next.

fifeken

robins66 wrote: »

Can anyone suggest what I should do next.

You can try to claim your additional costs again from Thomas Cook and follow up in the Small Claims Court if they still refuse. I wouldn't bet on your chance of success though.

For the future, plan further ahead and always have a back up plan.

Is there any reason you couldn't use an ATM in Venice if the money was still in your account?

robins66

I didn't have my debit card, just my credit card. I do plan well ahead normally and in this case. Currency is ALWAYS booked for collection from the airport but the rate is only held for 24 hours normally, so i usually book it the day before to collect at the airport. I always take the cash to pay for it and have done the same without any problems for many years.
When I booked to collect it in-store, I checked the opening times first. I also had the choice of two or three different stores. Had Thomas Cook notified me, either by email or phone to say the Swinton store wouldn't be open until late on that day, as the currency was ordered for that specific day, for collection during their normal opening times, I could have made alternative arrangements. They DID have my details to be able to do this.

I planned ahead, to collect from Thomas Cook at the airport.
My backup plan was to reserve and collect on the way to the airport.
Thomas Cook scuppered both. They stopped operating in the airport and shut the shop I had chosen, on the only day I have ever made a reservation to collect currency from their shop.

fifeken

I'm not saying Thomas Cook are blameless - far from it. Store closure periods should be built into their system so anyone ordering from that branch could be told before committing to the order.

However, I think your approach to the whole episode has been naive, and I don't think you'll get much, if anything, from TC.

Planning to collect from Thomas Cook at the airport obviously failed. You could have collected from Travelex at the airport (with a rate guarantee) but didn't.

You didn't have a back up for when you were in Venice.

PeacefulWaters

If you leave things until the last minute you run the risk of things like this happening.

Mistake 1: not checking your required collection point exists.
Mistake 2: leaving it late.
Mistake 3: relying on one retailer when there are dozens in the market.
Mistake 4: not having a backup plan beyond that retailer.

Your other options in Manchester were Travelex or their foreign currency ATMs (you say you had your credit card). On the day I'd expect a shocker of an exchange rate but it would at least sort out the arrival taxi.

On arrival, while I've never been to Venice I'd guess they have ATMs and bureau de change desks that provide local currency.

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All that said, you made an order, they accepted it and then gave you no option to fulfil it. I think they have a liability for additional costs incurred and for distress.

I'd suggest making a written complaint stating exactly what you want. E.g. apology, £32.78 for the inferior exchange rate and £50 for the stress caused. I find moany complaints get an apology. Specific demands get money. It sounds like you should have money - so tell them that's what you want to resolve things.

If they refuse, the small claims court is your next step.

Take a screen shot of their advertised opening hours:
http://travelagents.thomascook.com/store_info.php?store=1322#hours

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You might want to look in to prepaid currency cards next time you travel. Top-up online, use in overseas ATMs and reuse on your next trip.

And always take multiple backups. Debit card, credit card and secondary credit card. If things go wrong you have a fallback position.

Have a read of this:
http://www.moneysavingexpert.com/travel/cheap-travel-money

malkie76

I think essentially it's your fault for leaving things too late and relying on one provider. You had options in the airport which you didn't take. This would have been a lesser rate, but no court will care.

You've been stressed out by your own actions, not TC.

The opening hours approach doesn't hold any water - no company are legally required to have all branches open at all times. They retain the right to close for operational reasons, and you cannot claim financial loss for something you could have avoided.

The website contains the disclaimer;

No warranties, promises or representations of any kind, express or implied, are given as to the accuracy of any of the information on this Site or as to the nature, standard, suitability or otherwise of any services offered by us or on our behalf. We shall not be liable for any loss or damage of whatever nature (direct, indirect, consequential or other) that may arise as a result, directly or indirectly, from the use of any of the information or material contained on this Site and/or the use of or access to any other information or material via web links from this Site, or any inability to access this Site.

I'd move on, and next time sort your cash out the week ( or days ) before.
Even a loss of £25 in exchange rate isn't worth ruining your holiday - you should have purchased at the airport or from an ATM abroad.

peachyprice

If you had the cash on you to buy your currency on the way to the airport why didn't you just buy it when you got there from another fx retailer?

Yes, TC were to blame for the initial balls up, but you did nothing to help yourself, you chose to travel without currency when there were options available at the airport.

CKhalvashi

TC were to blame for the initial incident, but OP didn't help the situation.

OP, if you had a card with you, any card, I'd have advised using that then seeing if TC would refund the interest/cash fee/worse exchange rate paid.

When I'm abroad, I use whatever card I have with me, and sort it out when I get home/back to hotel.

CK

bazzyb

robins66 wrote: »

I didn't have my debit card

You would have needed this to collect your money from TC anyway, so wouldn't have got the cash even if the store was open.

lea2012

Thomas Cook were not unable to give you your money, nor have they failed to meet your transaction. They were just unable to do it at the time you wanted them to do it.
How did they know you would be arriving at 1.40pm? Surely at that time there would have been someone in the branch (I presume the training was taking place in the office/staff room) and if that was me I would have stood knocking on the door or even called them on the phone as the telephone number is usually on display outside somewhere. I'm guessing you got a confirmation of some sorts of your expected transaction, which again will have had a telephone number on it that you could have called who would have been able to assist you.

Overall you left it to the last minute and it failed.

pelirocco

they are still advertising currency exchange at manchester ?

http://www.manchesterairport.co.uk/manweb.nsf/content/RETAILERThomasCook