Thomas Cook left us without money

robins66

After speaking to Thomas Cook, they agreed with me completely and without question offered to compensate us.

I had organised this trip down to the finest detail, for 3 families departing on different days and from different airports. I have been travelling abroad for nearly 40 years and for at least the last 10 years, I have ordered currency for collection at the airport 2-3 times a year without any problems. There has never been a need to have a backup plan particularly having checked and ordered for collection in person during normal hours.


There were a number of comments on here that show people misinterpret what has been said and this is then picked up and used as fact by others. Fortunately Thomas Cook listened carefully, fully understood, and agreed it shouldn't have happened and were more than willing to make amends.

fifeken

What have they offered you and what will you do different next time?

NFH

fifeken wrote: »

What have they offered you and what will you do different next time?

Perhaps the OP should use a cash machine next time like most people. Much cheaper that way, particularly using something like the Halifax Clarity Card. Ordering currency to pick up before travelling sounds like some kind of archaic expensive practice from the 1970s.

peachyprice

robins66 wrote: »

After speaking to Thomas Cook, they agreed with me completely and without question offered to compensate us.

I had organised this trip down to the finest detail, for 3 families departing on different days and from different airports. I have been travelling abroad for nearly 40 years and for at least the last 10 years, I have ordered currency for collection at the airport 2-3 times a year without any problems. There has never been a need to have a backup plan particularly having checked and ordered for collection in person during normal hours.


There were a number of comments on here that show people misinterpret what has been said and this is then picked up and used as fact by others. Fortunately Thomas Cook listened carefully, fully understood, and agreed it shouldn't have happened and were more than willing to make amends.

So how were you going to pay for your currency had the shop been open?

PeacefulWaters

robins66 wrote: »

After speaking to Thomas Cook, they agreed with me completely and without question offered to compensate us.

I had organised this trip down to the finest detail, for 3 families departing on different days and from different airports. I have been travelling abroad for nearly 40 years and for at least the last 10 years, I have ordered currency for collection at the airport 2-3 times a year without any problems. There has never been a need to have a backup plan particularly having checked and ordered for collection in person during normal hours.


There were a number of comments on here that show people misinterpret what has been said and this is then picked up and used as fact by others. Fortunately Thomas Cook listened carefully, fully understood, and agreed it shouldn't have happened and were more than willing to make amends.

Was that "thanks" to those who offered constructive assistance?

Doshwaster

NFH wrote: »

Perhaps the OP should use a cash machine next time like most people. Much cheaper that way, particularly using something like the Halifax Clarity Card. Ordering currency to pick up before travelling sounds like some kind of archaic expensive practice from the 1970s.

Even if I'd had the world's most expensive credit card I would have still used it rather than be stuck somewhere without any money.

joerugby

NFH wrote: »

Perhaps the OP should use a cash machine next time like most people. Much cheaper that way, particularly using something like the Halifax Clarity Card. Ordering currency to pick up before travelling sounds like some kind of archaic expensive practice from the 1970s.

I quite liked the 1970s

DTDfanBoy

What an inspirational story


I recently had a similar experience when booking with Thomas Cook. We booked a two week holiday to the Maldives, we paid extra for a private transfer from the airport to our hotel, on arrival no one met us


We were obviously then stuck at the airport for the whole two week holiday :eek: we tried to make the most of it but it wasn't quite the holiday we had planned :cool:


Who did you contact at Thomas Cook OP you've inspired me to claim compensation for their stupidity :money:

robins66

peachyprice wrote: »

So how were you going to pay for your currency had the shop been open?

It was specified in the original post. Obviously you were one of those who didn't bother to read it properly.

peachyprice

robins66 wrote: »

It was specified in the original post. Obviously you were one of those who didn't bother to read it properly.

Where?

I can see nothing about how you were intending to pay for the currency only that you ordered it and booked it, no mention of having paid for it.

The only reference to payment is from Thomas Cook who say you hadn't paid for it. If it had only been reserved, not pre-paid you would have had to have the card with you when you collected the currency.

robins66 wrote: »

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.