Thomas Cook - what you need to know - MSE News

Natbecky

Hi all.

We booked our holiday to Florida in January with Florida4less... who were then bought by Thomas Cook ( which we didn’t know) our holiday has been passed to Hays travel now who have finally sent us our booking information and itinerary but it’s all incorrect, wrong accommodation, car hire missing etc also atol certificate is incorrect. They are demanding we pay and tell us we will get correct information sent over before we fly but they have advised it might be few days before we go( we fly start of jan) we are refusing to pay until we receive correct information and CAA have told us not to accept the incorrect atol certificate but Hays won’t budge. Because we won’t pay they are now saying we are cancelling our holiday and refuse to refund what we have paid already which is nearly £3000. We have now lost faith in Hays completely and want a refund as don’t trust them but how can we get one as this is not the holiday we booked and we surely aren’t meant to agree to incorrect booking information as it’s our contract?

bobblebob

Just got emailed by Rightpath. They want confirmation of my booking and proof i paid. You would think my booking was straightforward. Booked and paid deposit thats it. They literally want everything i have to prove i have a booking and paid for it.


What sort of system do Thomas Cook run?


Also can anyway confirm that [EMAIL="claim@protectclaims.com"]claim@protectclaims.com[/EMAIL] is a legit email? My booking is on the Rightpath system but seems protectclaims are dealing with my refund

prm1

bobblebob wrote: »

What sort of system do Thomas Cook run?

Or probably more appropriately ... did Thomas Cook run?

It seems their computer folk saw the writing on the wall ... and left a little bit of a mess!

gordyfu

same here BobbleBob. I got home from work and found an email from Protect claim around 7.30 at night.

I have a difficult one to prove as I have 2 separate claims, one for me and one for parents who I treated, and I paid by gift voucher as my company gives us discount buying that way, so Protect want proof of gift vouchers, proof I bought gift vouchers from bank statements and then receipt from Thomas cook which is their booking document... Ive had to put it all on a spreadsheet showing how each transaction links!!

Ill update here if anything else happens

bobblebob

Interesting because my flights werent with Thomas Cook, i have to print off and sign a declaration confirming i want a refund, wont use the flights and for the CAA to cancal the flights

So presumably everyone with a TC holiday and flights with a different airline have to sign this form?

Nala89

Protect Claims are dealing with my refunds. I Paid the majority of my 2 holidays via Direct Debit but made some payments by debit card. The Direct Debits were refunded automatically and pretty quickly to be honest. I sent all docs as requested for both my claims to Protect Claims a couple of weeks ago. This week I received a form to fill in my bank details but it only referenced one of my claims. Will see how it pans out.

bobblebob

prm1 wrote: »

Or probably more appropriately ... did Thomas Cook run?

It seems their computer folk saw the writing on the wall ... and left a little bit of a mess!

Thing is i could view my booking on the TC website along with payments i made. So the information is in a database somewhere. Why hasn't the CAA got this?

And it appears people are getting sent forms to provide their bank details to the 3rd party people handling their claim. We provided these already on the CAA form, so why do we need to provide them again? It all seems a mess

bioboybill

Anybody else still waiting for refund by credit card? I contacted Sainsbury's credit card on the day TC collapsed. I have called twice. The second time I was totally messed about on the phone for about half an hour continually being asked new security questions only to be told they will process my claim within the statutory 60 days. I then received a request for more info about 4 weeks later. I sent that back 3 weeks ago and have heard nothing. 60 days has easily passed unless they only include work days.

SL1960

Just had an email about my second claim asking for proof of payment - about a week ahead of when it should be due for refund. It looks like these 3rd partys are just asking for the same info the CAA would have before they 'simplified' the process. I know they've a big job on but clearly the people owed the money are not at the heart of the process, and I do wonder if those on this forum knocking us impatient ones have claims outstanding or are just 'posters' with no idea of the worries some face.

TAD63

I have received a response from my bank regarding my complaint . They refused to initiate a chargeback as I did not pay Thomas Cook direct for flights but through GoTo Gate on skyscanner. Under charge back scheme you can claim for goods or services not received and I complained that I did not receive the goods. They have not upheld my complaint as they say Gotogate were an intermediary and simply providing a service, which they did provide . I will now need to go to the Ombudsman. It beggars belief that you can pay a company a few thousand pound for flights and when these aren't received you have no claim against them whatsover. Whereas if the money had been paid direct to Thomas Cook I would be covered. It appears there is no responsibility whatsoever on GotoGate. I am not quite sure how to present this to the Ombudsman in a way that may question this anomaly.