Thomas cook nightmare!

Lindawestwater

Hi all I was hoping for a bit of advice, October 2015 I travelled to Tenerife on a family holiday for 1 week with Thomas cook with my husband and 3 small children, when I got off the plane my pram wheel had been broken so I filed a report at the Iberia desk in the airport then when returning home there was a huge mess at the airport, I was told that me, my husband and 3 children wernt on that flight (which we were) this was obviously very distressing as I had my children with me in a foreign country, when we was finally found to be on the flight they told us that they could give us a seat but we had to sacrifice our choose your seats that I had previously paid for resulting in myself and my children being split up from my husband on the plane, then when we landed I went to collect my pram to find it had been broken further, the parasol attachments had been snapped off, I reported this at the Thomas cook desk at Manchester airport and then contacted Thomas cook customer relations when I got home aswell as visiting the shop, I explained the whole ordeal and provided proof only to be told that Thomas cook would not accept any liability, I had to then pay for a new pram as Thomas cook had destroyed the one I had and I never got refunded for the choose your seats either, could anyone help me if there is anything else i could do? thanks in advance and sorry for the long essay.

Grumpelstiltskin

If you look on the Thomas Cook website it tells you all buggies, prams etc. must have a protective cover, did yours have a cover?

Rainbowgirl84

Claim on your travel insurance?

elsien

I think I possibly have a slightly different interpretation of nightmare.
Broken pram and sitting away from other adult. Annoying, inconvenient, and worthy of complaint, yes. Nightmare, no.

Grumpelstiltskin

elsien wrote: »

I think I possibly have a slightly different interpretation of nightmare.
Broken pram and sitting away from other adult. Annoying, inconvenient, and worthy of complaint, yes. Nightmare, no.

And it happened over 6 months ago.

photome

OP why have you waited 7 months to complain, not sure if buggys have the same protection as cases, ie the airline will replace if damaged and the damage is reported properly.

as for the seats IMO you should have been refunded if you didnt get the seats you paid for

lea2012

It's a shame about your pram and I would have been annoyed about my seats too.

Have you put this in writing to Thomas Cook. You need to send them a letter or email, a phone call often isn't enough.

Make sure you remain factual and not too emotional in your letter. Try to avoid words like dramatic but do explain that you paid for a service you did not get and would like a refund.

It sounds like you might not get much assistance with your pram but you can only see.

Archergirl

I think you claim should be with the baggage handlers, not TC

photome

Archergirl wrote: »

I think you claim should be with the baggage handlers, not TC

It's normally the airline that compensates for damaged baggage, just not sure if buggys are included in "baggage"

Not that it matters I doubt the OP will be back

ThumbRemote

Grumpelstiltskin wrote: »

If you look on the Thomas Cook website it tells you all buggies, prams etc. must have a protective cover, did yours have a cover?

This is neither clear nor consistent on their website:

'Must have' here: https://www.thomascookairlines.com/en/book-plan/extras/baggage/infant-baggage.jsp
'Recommended' here: https://www.thomascook.com/baggage/flying-with-children/
No mention in the T&Cs: www.thomascook.com/ota/pdf/Booking_Conditions_and_Holiday_Information.pdf

If it's not in the T&Cs agreed when booking, I don't think they can disclaim liability on these grounds.

ThumbRemote

Lindawestwater wrote: »

Hi all I was hoping for a bit of advice, October 2015 I travelled to Tenerife on a family holiday for 1 week with Thomas cook with my husband and 3 small children, when I got off the plane my pram wheel had been broken so I filed a report at the Iberia desk in the airport then when returning home there was a huge mess at the airport, I was told that me, my husband and 3 children wernt on that flight (which we were) this was obviously very distressing as I had my children with me in a foreign country, when we was finally found to be on the flight they told us that they could give us a seat but we had to sacrifice our choose your seats that I had previously paid for resulting in myself and my children being split up from my husband on the plane, then when we landed I went to collect my pram to find it had been broken further, the parasol attachments had been snapped off, I reported this at the Thomas cook desk at Manchester airport and then contacted Thomas cook customer relations when I got home aswell as visiting the shop, I explained the whole ordeal and provided proof only to be told that Thomas cook would not accept any liability, I had to then pay for a new pram as Thomas cook had destroyed the one I had and I never got refunded for the choose your seats either, could anyone help me if there is anything else i could do? thanks in advance and sorry for the long essay.

On the face of it you should be due a refund for the seats and the value of the pushchair, but you'll need to provide some extra information.

You've clearly had some correspondence with them, so what is their excuse for not accepting liability?

In your correspondence, did you mention the refund for selecting seats? What did they say about that?