TUI holiday, Thomas Cook flights

ViviRay

I had a recent package holiday which was booked through TUI, though the flights were outsourced to Thomas Cook.
We decided to have extra legroom on the way home. We paid TUI staff at the hotel for the additional legroom seats for our return flight. We were shown a plane seating plan and chose from there.
However, when we got on the return flight the seating arrangement was different to what we had been shown and we had no extra room. I have contacted TUI for a refund on the seats but have been told to contact Thomas Cook myself!!
What is the position when one company takes your money for a service provided by another? I am thinking TUI still have a responsibility to me as they took the payment.
Also, who do I approach if my complaint is not taken seriously?

Caz3121

ViviRay wrote: »

What is the position when one company takes your money for a service provided by another? I am thinking TUI still have a responsibility to me as they took the payment.

Are Thomas Cook disputing that you paid for extra legroom? If you paid for them then the money would have ultimately have been passed to Thomas Cook. You could leave it to TUI to chase Thomas Cook on your behalf but I would expect it to be much quicker to do it yourself

ViviRay

Thanks. There is no dispute I paid. I take your point about going to Thomas Cook myself, but I would like TUI to take the responsibility.