Reserved seats for flight

Traveller2018

I would like to know my next step in complaining about the following ...


We booked seats on a Thomas Cook flight in September for 6 travellers to Mexico. These were booked for both for the outbound and inbound flights. Outbound we received the seats we booked. Inbound we did not receive the ones we booked. These were all paid for to an expense of over £300 for both flights.


There was a group of 6 of us travelling - inbound seats we booked to have 2, 2 and 2. Turned out that we had a 2 and a 4 configuration. We specifically wanted the 2,2,2 and that's why we booked.


I have complained about this with the usual "we will get back to you within 28 days ...." but its now over 28 days with no reply so I am wondering what my next step should be. I have emailed them 2 weeks ago and again before this post. This holiday was booked through a travel agent, I have emailed Thomas Cook direct, should I get the travel agent involved also?

Westin

Was the issue perhaps down to an aircraft change on the inbound flight?

Sounds like you were still together although not in the 2-2-2 rows you hoped for and booked.

What is it you are hoping for? Thomas Cook may refund possibly 4 or 6 of the inbound preseat assignment fee.

mgdavid

I'm fairly sure with TC you select the option to pay to book seats, and self-select the actual seats at the time of booking. Are you saying you did this and the seat allocation was changed later on by TC? Can you give complete details of the process you followed?

Westin

It looks like that was the process mgdavid.

I have twice had my preselected seats changed by TC. In both cases the aircraft type had changed. In one case ‘free-seating’ was applied when we boarded the aircraft. The second occasion our extra legroom seats were no longer available.

It can be a little annoying at the time, especially when extra space seats on a 5hr + flight had been booked but it is not the end of the world. In hindsight better to fly on time or with a small delay than to wait for the correct type of plane and a long wait for it.

In both of my cases I wrote to TC to claim a refund on my seating. They refunded me although it was probably 28+ days later.

steve1500

All airlines state in their T&C's that they may change your seat allocation, even if you have paid for it.


If you have paid for you seat you will be refunded