Thomas cook system upgrade

Traveller01

In November 2015 I booked a flight with Thomas cool directly through their website. At the time of confirmation I was asked to tick a box in terms and conditions to agree to the terms that if I chose to amend my flight it would be possible with a fee and under the condition that the alternative flight was available.

In December due to a family emergency I called Thomas cook to amend my flight and bring it forward two weeks to a flight that was available on the website. Due to their system upgrading they were unable to find my details and therefore could not make amendments. The flight centre had no information on when my details would merge into their new system and simply told me to call everyday (I was in Central America a trying to get home) after one week of calling I was advised to book and emergency ticket and that my original ticket would be fully refunded.

Since returning to the Uk I have went through over 9 hours of calls emailing and facebooking to find information regarding my refund. Until I filed a formal complaint I received no help. I am told now to wait for one month until my complaint is processed.

I am due the full refund of my original ticket however what compensation am I due
If any?

This is my first post in this forum please move is if it's in the wrong place.

Thank you

fifeken

Traveller01 wrote: »

I am due the full refund of my original ticket however what compensation am I due
If any?

Why would you be due compensation? They may have been a pain to deal with, but it sounds like you've got what was promised.

callum9999

What reason do they give for it taking a month? If they're disputing it then you'd better hope they have a phone recording backing up your side of the story (I assume you have nothing in writing?). Suggesting you make a new booking and they'll fully refund the old one is not the normal way to deal with this.

fifeken wrote: »

Why would you be due compensation? They may have been a pain to deal with, but it sounds like you've got what was promised.

How does it remotely sound like they got what was promised?

It doesn't sound like there's any compensation due though.

fifeken

callum9999 wrote: »

How does it remotely sound like they got what was promised?

The refund is on it's way (the way I read it), and that is what they signed up for.

callum9999

fifeken wrote: »

The refund is on it's way (the way I read it), and that is what they signed up for.

Ah sorry about that, my interpretation was "wait a month and see what you'll get then", not the refund will be there in a month. Re-reading it, either could apply.