Thomas cook Hays travel HELP

natbecky1234

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?

TELLIT01

From other posts I've read there seem to be many issues with TC holidays which have been passed to other companies, so I wouldn't be so fast to blame Hays for the problems. Get advise from CAA in writing and then approach Hays again.
Did you have an initial itinerary from Florida4less? If so have you shown that to Hays?

natbecky1234

Thank you for your reply

CAA say we need to contact Hays,
Hays have the itinerary from Florida4less and are still making mistakes on their revised versions. They emailed the other day demanding payment by 4pm, we still didn't have correct paperwork from them or an ATOL certificate copy (Which the CAA also say we need) when we said we were not paying until its correct they told us we would be cancelling our holiday and would be charged

They don't reply to emails, letters or phone back, they only call us or email for money and then they money collecting department can't transfer you to anyone else or deal with anything they just take money.
This really is the most stressful holiday ever

We just want a refund of what we have paid now as don't trust Hays (our payments have all been to the freedom travel group before all this happened)
Florida4 less say we can have refund - deposit. Hays on the phone said refund - deposit but Hays in email say no refund at all. we are meant to travel in just over 2 weeks

Ganga

Are you able to visit a Hays Travel shop to discuss this face to face ?

leylandsunaddict

Florida4less are still trading. They're an independent agent and part of the Midcounties Co-op group..

natbecky1234

They are now Co-op again but not as they were ....
we booked with Florida4less in 2018 after checking they were part of co-op as we trusted them, they didn't tell us that they were bought out by Thomas Cook then when Thomas Cook collapsed we found ourselves in the mix. All outstanding Florida4less holidays were transferred to Hays and now the co-op bought Florida4less back and are selling new holidays but can't/won't deal with us.

natbecky1234

Hays shops won't help as classed as online sale so we can only deal with their online team ... in a Hays shop we don't exist in the system.