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Thomas Cook - what you need to know - MSE News

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  • Protectclaims are getting on my very last nerve now ,
    They have known for weeks they are going to be receiving telephone calls from frustrated passengers so why havnt they implemented a fit for purpose telephone service ?

    You ring, an automated voice them answers and plays a pre recorded message, the phone then starts ringing again, then it connects and you think you've finally got someone to talk too then it just goes dead like they have put phone down .

    Not good enough, why cant they simply put you in a queue and tell you the approx wIt time, or simply have a message saying were receiving a high number of calls call back later , Dont they realise how unprofessional it is for the phone to just go dead ?

    Ide love to know how much this outfit is being paid , on a scale of one to 10 for frustration in getting through they are off the scale, 3 days I've tried now and failed,
    I've just checked my log, 47 times I tried on Thurs and 63 times on Friday and failed to speak to anyone ,
    Absolute joke, get some more staff , it's not like you never knew this was coming.
  • Its pretty disgraceful. I contacted CAA on sat morning - they said Protect Claims would send the funds by Sunday. It did not happen. I tried to phone the CAA, now you cant get hold of anyone, theres no waiting list. Have the CAA done a runner as it were?! I wouldnt be surprised, the whole thing has been such a farce.
  • And so the farce continues,
    Its time to stop making excuses for the CAA now, they have had over 2 months to get staff and sytems in place to deal with the numbers they must have known was going to be contacting them , it's not rocket science is it, get more telephone staff to cope with the demand ,

    All day yesterday couldnt get through, some people were posting s screenshots of being on hold for hours, it's just not acceptable , This morning cant get through either, no reply to emails etc, Thomas cook top brass were hIled before an enquiry, isnt it time the highly paid top brass at the CAA had to explain themselves too ?

    Protectclaims have finally put an automated message on the telephone lines instead of having people hanging on , I cant believe its took them weeks to do so , a poor showing since this has been going on for weeks, should have been done much sooner to avoid frustrating those owed refunds even more.
  • Indeed, number 0300 303 2800 at CAA, cant get through at all. Same as yesterday. So they have just decided to switch off the network basically, theres no waiting line anymore. How utterly pathetic is that? I have half a mind just to wade through any linkedin CAA employees.......who can i contact and tell me wheres my bloody money!?
  • I checked my bank account on Friday and no refund, having read various online details I checked my spam/junk email and found one from protect claims. I moved it from junk but it has disappeared. Does anyone have details of what I need to send back and what address it need to go back to please?
    I think it asked for, proof of booking, confirmation of payment from TC, credit card statement with payment on and fill out refund form but no idea where from. Thanks in advance
  • bobblebob
    bobblebob Posts: 1,068 Forumite
    Part of the Furniture 500 Posts Name Dropper
    Claim Status: AWAITING REVIEW*

    Correspondence (from the customer or a third party) has been received on 10 December 2019 and the Claim is waiting to be looked at by an assessor.

    Got that on the checker noe. Was pending approval and now back to this. Havent sent anything too them recently!!
  • bobblebob
    bobblebob Posts: 1,068 Forumite
    Part of the Furniture 500 Posts Name Dropper
    Someone posted this on fb. I will repost here. This wasnt me but another customer
    . I have just come off the phone to the CAA helpline number and spoke to a lovely genuine guy who openly told me they had no clue when people were getting paid, their system doesn’t allow them to see that information or the status of people’s claims. All they can check is if yours is a Thomas Cook booking and If it is ATOL protected. He said they have a lot of very young people in there that are just telling people what they want to hear and are also taking a lot of abuse. He said to completely ignore the statuses of the portal as that is generic as are the automated emails. He also said they had now been told to tell people that we would be paid by the end of this week but then admitted he wouldn’t put his life on it. He basically said you will definitely get paid I just don’t know when as it has all been a complete shambles. It was nice to get his honesty if nothing else and I even wished him a good day as I imagine those poor staff haven’t had very many of them lately. Amazing how a bit of truth calms you down even if it’s not what you want to hear
  • I too finally managed to get through to the CAA today after being on hold for over an hour, , really helpfull chap , at end of the day it's not their fault and they must be getting loads of stick on phone, its management above them to blame who dont have to deal with the public's frustration , I was polite but honest about the frustration, he agreed and himself said it wasnt fair etc , he said we would get paid eventually once all our requested docs were in , I asked why the CAA had sub contracted such an incompetent lot as protectclaims, and I'm not going to drop anyone in any !!!!! but let's just say he did not disagree with my view,

    So I'm ready for the long game and if I have to go to the small claims court to get my rightful refund thats exactly what I will do, my claim is a bit more complex than others as I paid with multiple thomas cook gift cards and on trying get receipts for each n every one some going back over 18 months , but protect claims seem to want to match each used gift card up to which payment , and it's near impossible as the system just processed it as a gift card , n obviously once used n credited to account we just threw away .
  • Small claims? Behave, you will just be quicker waiting like everyone else.
  • Bradders,
    Re read my post, I said i will if I have to not that I was ,
    Many people have already been refused refunds for gift card vouchers and cash payments, hence my reference to long game and me retrieving my statements etc and if they then still refuse then thats the route I will take.



    Hope this clarifies the situation.
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