Booked with Thomas Cook, but TUI flights/hotel

Ganga

NoodleDoodleMan wrote: »

Unfortunately it seems your parents did not realise they were booking a full TUI package - with Thomas Cook only acting as selling agents.

Same as if they'd booked through any other travel agent independent of TUI.

TUI (presumably) honoured their side of the contract by putting on the flights, transfers and accommodation.

They would consider this a customer "no show" scenario.

However, if they didn't receive flight tickets/boarding passes due to TC's collapse that might put a different slant on things - I honestly don't know how that would pan out.

When was the holiday due to take place - was it soon after TC stopped trading - and had they received tickets or not etc ?

Such details are relevant.

As a footnote - TUI were running packages using Thomas Cook flights as the carrier - when TC went bust this put huge pressure on TUI to try and re-arrange flights to service such packages. They eventually cancelled all such packages and offered refunds or alternative holidays were possible.

Very true,we were supposed to go to Hurgarda with TUI but they were using TC flights,we got our money back from TUI two days after,there was a queue outside of the local TUI shop on the morning TC went bust.

TELLIT01

NoodleDoodleMan wrote: »

However, if they didn't receive flight tickets/boarding passes due to TC's collapse that might put a different slant on things - I honestly don't know how that would pan out.

.

That might be their saviour. If they had no way of obtaining their tickets and boarding passes there would clearly be no way they could travel.
Check all the information they do have as it's also possible there is information in there about how the go on-line at the TUI site.

leylandsunaddict

debz111 wrote: »

Their ATOL certificate definitely says Thomson. They were aware they were on TUI flights, but were not aware it was a TUI hotel. The lady in Thomas Cook found them a hotel based on what they asked for and showed it them on the computer.

Thomson? Really? The name had been TUI for 2 years prior to TC going bust. Thomson didn't exist when your parents booked.

leylandsunaddict

TELLIT01 wrote: »

That might be their saviour. If they had no way of obtaining their tickets and boarding passes there would clearly be no way they could travel.
Check all the information they do have as it's also possible there is information in there about how the go on-line at the TUI site.

Airlines don't issue tickets. All they needed to check in was their passports, the same as with every airline. After TC went bust they should have contacted the company named on the Atol certificate if they had any queries.

iwb100

leylandsunaddict wrote: »

Airlines don't issue tickets. All they needed to check in was their passports, the same as with every airline. After TC went bust they should have contacted the company named on the Atol certificate if they had any queries.

TUI send out tickets via email (they aren't really tickets mind but they are still something). And invites to online check in.

What blows my mind about this story is that nobody thought to actually enquire as to what might happen to their holiday. I get they thought it was Thomas Cook - but did they not look at their documentation and the flight numbers etc and find out? Very weird.

seatbeltnoob

Id hate to be in their shoes.

NoodleDoodleMan

It would appear that the couple assumed their holiday was automatically cancelled when TC went out of business.

Unfortunately for them that was the wrong mindset.

waamo

iwb100 wrote: »

TUI send out tickets via email (they aren't really tickets mind but they are still something). And invites to online check in.

What blows my mind about this story is that nobody thought to actually enquire as to what might happen to their holiday. I get they thought it was Thomas Cook - but did they not look at their documentation and the flight numbers etc and find out? Very weird.

They do indeed email the lead passenger with a subject line that states it's the e-tickets.

They do this at about 25-27 days from departure.

stephb34

waamo wrote: »

They do indeed email the lead passenger with a subject line that states it's the e-tickets.

They do this at about 25-27 days from departure.

They do. The only problem with this is, it would have been emailed to Thomas Cook to forward on to the customer which obviously wouldn't happen. Unless the email address and contact details had been put on the Tui manage my booking section, Tui head office wouldn't know how to contact the customer direct. I presume the head office would hope the customer would contact them one way or another.
I had a customer yesterday who had put a claim in for her TC holiday to Croatia with the CAA, all good. Then she said i've put in a claim for my Shearings cruise with the CAA. I asked her why and she said cause Thomas Cook went bust. Her husband had booked it in a TC shop for a surprise for their honeymoon (they're late 70's) unfortunately i told her there wasn't much hope she'd get her money back as the cruise had still existed as Shearings weren't bust. She didn't grasp what i was saying. How many other people have done this. There should have been a headline post on the CAA website saying if it didn't have a TC flight or Accommodation then they probably weren't affected and to contact whoever they thought was the supplier or seek help from someone who may know the answer ie Citizens Advice etc.