Denied Boarding by Thomas Cook as travelling with infants

adenze

Booked flight with Thomas Cook for an adult with two infants both under two (18months and 4 months) travelling to Greece. Confirmed with customers services that it was ok but was told that i needed to pay for for a seat for the older infant. I booked and paid for tickets online. On the day of the flight, got to the airport on time and checked it and got issued boarding pass with no problems.

When it was time to board flight, got stopped by a manager who said i couldn't board because i had two infants. I explained that I had confirmed with customer services and also checked in with no issues. Manager asked if I had a car seat but I said I had a buggy which had a detachable seat for an infant so I could use that. The manger refused and said i couldn't board. She also said that I would not get any refund. Bearing in mind that at the time all my luggage was on the plane. So all my luggage was taken off the plane and I was denied boarding. At no time, was i told that I could only travel with a car seat when buying the ticket, speaking to customer services or checking in.

I had to go back home and ended up buying another ticket with another airline the next day to travel.

Can you please tell me what my options are, as I want to sue Thomas Cook? I am really upset and angry.

bagand96

Well the first place to start is Thomas Cook customer service. Have you spoke with them since returning from holiday? I'm supposing their argument will be the older infant was not safe in the seat on their own.

You will also need to go though their T&C's to see exactly what they say about travelling with infants.

agrinnall

I couldn't find anything on the Thomas Cook site that covers your situation. I did find this, but it's on another site and is three years old.

Two Infants travelling with one accompanying adult are acceptable for travelonly if the second infant, if aged between 6-24 months, is seated in an approved infant car seat, and the applicable fare has been paid.
Skycots are not available on any Thomas Cook Airlines UK Flight.
Infant car seats may be used, provided a seat has been booked for the child. The car seat must be supplied by the adult(s) travelling with the child and cannot be provided by Thomas Cook Airlines UK. The seat must be able to be secured in the aircraft seat facing forward and must be of rigid construction.
Pre-Flight Services for Thomas Cook Airlines UK must be notified when an infant car seat is to be used and will be pleased to discuss the regulations in respect of car seats.


http://www.atab.org.uk/2011/04/infant-information-for-thomas-cook-airlines/

That does suggest that it must be on the TC website somewhere but I don't know where.

tomtontom

The info given by agrinnall is covered in the FAQs. Did you check whether your buggy seat is classed as an approved infant car seat?

Voyager2002

bagand96 wrote: »

Well the first place to start is Thomas Cook customer service. Have you spoke with them since returning from holiday? I'm supposing their argument will be the older infant was not safe in the seat on their own.

You will also need to go though their T&C's to see exactly what they say about travelling with infants.

I think that telephoning these people is a waste of time, and might even alert them so that they destroy evidence of their mistake...

Personally, I would begin by getting evidence of the incorrect advice given. Find a way to record calls: then telephone to repeat your enquiry about travelling with two infants so that you get it all on the record.

Next, write a complaint letter simply saying that you were unhappy about your conversation (give date and time) and ask that a supervisor listen to the call and provide a transcript.

Regardless of what is written in an obscure set of T and Cs, a customer has a right to rely on what they are told when they telephone to check things out.

Since you bought valid tickets; followed the airline's instructions and checked in on time, I would imagine that at the very least you have a right to 'denied boarding' compensation under the EU Directive.