Thomas Cook airlines complaint

swivellingmonk

I sent a letter of complaint to Thomas Cook's customer services 7 weeks ago asking for a refund of 4 telephone calls from Egypt to UK (our flight was delayed for 26 hours).

I received a holding letter saying they were busy and would investigate and reply within several weeks but have heard nothing since.

I have since rung them but was told the same.

I have now been out of pocket for over a month.

Does anyone know if there is a way to speed this process up or another body I can complain to - like an ombudsman perhaps?

I have tried ringing the Air Users Council (although their website implies there is not a lot they will do), but no-one ever answers their 'phone!

lmunro45

Hi there,

Where did you book your holiday, online or in store?

brightonman123

how much did calls total? any other costs incurred? try caling via their sales team, and asking what to do / contact.. if they fob you off, ask for duty manager as someone must know.. also as 'all calls are corded', i bet they want to fix any probs before the bosses find out..!

or, check their website, and lodge a complaint (if option available?) on contact page- may firms have this, and gets seen by peeps in charge.. supposedly.

failing that, if you feel its worth it, amd no luck from a recorded delivery 'final request, then go for a small claim in county court.

Pollycat

Did you put in a claim for compensation for the delayed flight too?

If so, did you include the cost of the 4 calls in that claim?

If you did claim for the delay, what stage is that claim at?

Polly

swivellingmonk

Thanks for the responses so far.

I booked the flight as a package bought through travelsupermarket.com.

The flight back was delayed by 26 hours (the front wheel blew up as we taxied on the runway and a new one had to be flown out from Manchester). TC were actually very good and gave us all overnight accommodation, food and drink.

I have claimed just over £15 for 4 calls as the delayed flight legislation says each person is due 2 calls each and we were never offered this (had to ring family, cancel work etc).

I put my claim in writing to their Customer Services and included a copy of my mobile 'phone bill.

It's not a lot of money but it's very frustrating that I seem to be waiting for them and there doesn't appear to be anything I can do about it.

SAS0

For Thomas Cook / MyTravel / AirTours try to ring people below:

Complaints
If you wish to register a complaint regarding the sales process, please write to:
Thomas Cook Customer Services, PO Box 6238, Basildon SS14 9WY.
If you cannot settle your complaint with us, you may be entitled to refer it to the Financial Ombudsman Service, Customer Contact Division, South Quay Plaza, 183 Marsh Wall,
London E14 9SR. Telephone: 0845 080 1800.

delwynshd

I understand your flustration but at the end of the day the wheel blew up on the aircraft, I wouldnt be complaining to be honest I would be thankfull that the plane wasnt able to take off, it could of been alot worse when landing in manchester and it blew up then

psalmon

is there an e-mail address for Thomas Cook I can use to complain? My recent flight was delayed for 4.5 hours once we were already on the plane and they didn't offer us any food or drink whatsoever - I'm in Canada working so it's not convenient to call their customer service line so is there an email address I can use to send my complaint? I can't find it on their website.