Thomas cook fraudulent charge

ijk10001

Booked a package holiday with Thomas cook. The flights were with TUI who already offer 20kg hold baggage allowance per adult included in the price. While booking for the package holiday with Thomas Cook this was not made clear infact it is made clear only hand bag is allowed. So I paid an extra £100 so two adults could take  20kg x 2 hold baggage.

I then find out when booking my seats via TUI website that this is included in the TUI price anyway so I go back to Thomascook to ask for a refund. I then get quoted this is not refundable.

https  /    support.  thomascook.com/en/support/solutions/folders/80000683261

Can I remove my baggage after I have booked?
Unfortunately not. Once your booking has been confirmed, we're unable to remove any extras such as hold baggage.

This to me feels like a scam when ThomasCook is charging for something which comes for free and misleading the customer that this is not free.

Not sure what my options are to try and get the £100 back

Westin

Whilst TUI package holidays include luggage on TUI flights, I did not think checked baggage was included on just TUI flight only.  Thomascook.com would have packaged up using TUI Airlines flights with checked baggage added and charged as extra. Where are you seeing the TUI flights including 20kg of checked luggage?

NoodleDoodleMan

TUI flights only prices do not include hold luggage.

ijk10001

Thank you. I paid extra to select my seats via the Thomas Cook site. I could not select my seats via the Thomas cook website. So I logged into TUI website and went to select my seats as advised. We are a party of 3 adults and 3 children. All 3 adults had 20kg hold luggage allocated to them. However on the Thomas cook site I had brought only 20kg x 2 hold luggage. That is when I realised all adults get the 20kg hold luggage included even though book via a third party in this case Thomascook. I am sure Thomas Cook knows about this

Westin

ijk10001 said:

Thank you. I paid extra to select my seats via the Thomas Cook site. I could not select my seats via the Thomas cook website. So I logged into TUI website and went to select my seats as advised. We are a party of 3 adults and 3 children. All 3 adults had 20kg hold luggage allocated to them. However on the Thomas cook site I had brought only 20kg x 2 hold luggage. That is when I realised all adults get the 20kg hold luggage included even though book via a third party in this case Thomascook. I am sure Thomas Cook knows about this

But that does not seem to be the case. The default is 0kg luggage. 

I don’t think TC have mislead or scammed you.

ijk10001

Thank you. It is possible I could have got this wrong. And certainly would be great to know I have not paid for this unneccessarily.

However when I went back to TC with this they did not explain it this way.

If TC had pointed me to the TUI website which states the below it would have been very helpful. Thank you all the for the replies

Flight only
If you're booking a flight only, then you'll have 10kg of hand luggage included. The maximum size of this should be 55x40x20cm. You can also pay to add checked-in luggage, weighing either 20kg or 25kg, depending on your booking. If you booked in a store, you should visit or get in touch with the store where you booked, or give us a call on 0203 636 1790. Prices also vary by destination.

Sandtree

ijk10001 said:

If TC had pointed me to the TUI website which states the below it would have been very helpful. Thank you all the for the replies

Its always better to look at a vendor's website as when you look at large (or specialist) vendors they can have non-standard terms/offerings. The company we booked our Maldives holiday had sea plane transfers as standard but if you went to the hotel's website it would have said you get a boat transfer but upgrade to a plane. Some companies also strip out standard options to be able to appear cheaper to those that dont look at the small print.

TELLIT01

I didn't realise Thomas Cook had risen from the ashes.  It probably explains why they are using TUI flights.

CKhalvashi

TELLIT01 said:

I didn't realise Thomas Cook had risen from the ashes.  It probably explains why they are using TUI flights.

Yes, the brand is now owned by Fosun, and from what we've heard in the trade are no longer an easy company to deal with (I don't deal with them so can't confirm directly).

For OP, TUI flight only doesn't include hold luggage so the charge will be the case. If you were on a TUI holiday sold through Thomas Cook then you may have a valid complaint, but this doesn't appear to be the case.

NoodleDoodleMan

The flights were with TUI who already offer 20kg hold baggage allowance per adult included in the price.

What is your source of this information ?

In my experience TUI have only ever allocated a hold luggage allowance on their own branded package holidays and cruise bookings.

Hotel packages were generally 15kg as default - the higher 20kg allowance only applied to their more expensive portfolio of selected hotels.

Not sure when (if ?) 20kg became standard.

ijk10001

What is your source of this information ?

Hope the explaination below makes it clear.

I had to pay extra to be able to select seats of my choice before departure so was advised by TC to log into TUI website to do this. When I logged into the TUI website I could see all the 3 adults had already been allocated hold luggage of 20kg. I saw this and made an assumption that 20kg hold luggage was included as standard as with TC I had only booked for two adults to have the 20kg hold luggage.