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  • FIRST POST
    • debz111
    • By debz111 14th Nov 19, 8:19 PM
    • 9Posts
    • 3Thanks
    debz111
    0 WOW
    Booked with Thomas Cook, but TUI flights/hotel
    • #1
    • 14th Nov 19, 8:19 PM
    0 WOW
    Booked with Thomas Cook, but TUI flights/hotel 14th Nov 19 at 8:19 PM
    Hi, I'm looking for some advice. My parents booked a holiday with Thomas Cook a few weeks before their collapse. They submitted their claim re. refund and have now received a response that it has failed, as although they booked with Thomas Cook, they were acting as an agent for TUI and the ATOL certificate is through TUI, so they need to take it up with them.
    They have today been to TUI to be told that they had TUI flights (which they were aware of) and it was a TUI hotel so they should have gone on holiday, and pointed out to them that the company on their booking says Thomson.
    Is this correct? As far as they were aware they had booked with Thomas Cook, whilst they were aware that their flights were with TUI, how are they supposed to know it was a TUI hotel, and how are they supposed to know that Thomson is TUI? They were also told their tickets would be posted out to them, which they never received.
    They did pay by credit card, if that makes any difference?
    Is there anywhere else they can go with this?
    Any guidance/advice would be much appreciated.
Page 1
    • FutureGirl
    • By FutureGirl 14th Nov 19, 8:26 PM
    • 1,203 Posts
    • 498 Thanks
    FutureGirl
    • #2
    • 14th Nov 19, 8:26 PM
    • #2
    • 14th Nov 19, 8:26 PM
    It was all over the news that if your flights / hotel were with another airline then those holidays would be going ahead. Did they not try and contact Thomson?

    What does it say on their ATOL cert? Tui / Thomson or ThomasCook?
    Goal; Debt free by Oct 2020.
    • Westin
    • By Westin 14th Nov 19, 8:45 PM
    • 2,105 Posts
    • 1,544 Thanks
    Westin
    • #3
    • 14th Nov 19, 8:45 PM
    • #3
    • 14th Nov 19, 8:45 PM
    Sounds like this was a TUI holiday booked via a Thomas Cook retail shop (however an unusual combination).

    Their holiday documentation would have indicated a TUI holiday. Very sad if they missed their holiday. I really cannot see this ending well for them.
    • debz111
    • By debz111 14th Nov 19, 10:02 PM
    • 9 Posts
    • 3 Thanks
    debz111
    • #4
    • 14th Nov 19, 10:02 PM
    • #4
    • 14th Nov 19, 10:02 PM
    I believe their ATOL certificate says Thomson, they just thought that was part of Thomas Cook. They're in their late 70s, so I think they just thought they'd booked with Thomas Cook.
    • Westin
    • By Westin 14th Nov 19, 11:32 PM
    • 2,105 Posts
    • 1,544 Thanks
    Westin
    • #5
    • 14th Nov 19, 11:32 PM
    • #5
    • 14th Nov 19, 11:32 PM
    I believe their ATOL certificate says Thomson, they just thought that was part of Thomas Cook. They're in their late 70s, so I think they just thought they'd booked with Thomas Cook.
    Originally posted by debz111
    I donít think it will as Thomson changed to TUI 18 months ago.

    Can you look and check their certificate?
    • bradders1983
    • By bradders1983 15th Nov 19, 8:01 AM
    • 924 Posts
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    bradders1983
    • #6
    • 15th Nov 19, 8:01 AM
    • #6
    • 15th Nov 19, 8:01 AM
    I donít think it will as Thomson changed to TUI 18 months ago.

    Can you look and check their certificate?
    Originally posted by Westin
    Either way, it probably didnt say Thomas Cook, so they are more than likely screwed.
    • Grumpelstiltskin
    • By Grumpelstiltskin 15th Nov 19, 8:24 AM
    • 2,530 Posts
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    Grumpelstiltskin
    • #7
    • 15th Nov 19, 8:24 AM
    • #7
    • 15th Nov 19, 8:24 AM
    T am 75 years old but I certainly know the difference between Thomas Cook and Tui.

    As well as knowing the difference surely if they booked in the Thomas Cook shop they would have been shown a brochure with Tui plastered all over it.

    I am afraid that if they were so clueless were they safe to go abroad?
    • debz111
    • By debz111 15th Nov 19, 5:04 PM
    • 9 Posts
    • 3 Thanks
    debz111
    • #8
    • 15th Nov 19, 5:04 PM
    • #8
    • 15th Nov 19, 5:04 PM
    T am 75 years old but I certainly know the difference between Thomas Cook and Tui.

    As well as knowing the difference surely if they booked in the Thomas Cook shop they would have been shown a brochure with Tui plastered all over it.

    I am afraid that if they were so clueless were they safe to go abroad?
    Originally posted by Grumpelstiltskin
    Wow, thereís no need to be rude. Iím sure at the time if they had been shown a brochure, they wouldnít have thought they would need to be clear on whose brochure it was. They were just there to book their first package holiday in 10yrs.
    I am afraid if you need to be so unkind maybe you should rethink the point in you viewing and responding to these posts.
    • debz111
    • By debz111 15th Nov 19, 5:21 PM
    • 9 Posts
    • 3 Thanks
    debz111
    • #9
    • 15th Nov 19, 5:21 PM
    • #9
    • 15th Nov 19, 5:21 PM
    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.
    • stephb34
    • By stephb34 15th Nov 19, 6:06 PM
    • 2,036 Posts
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    stephb34
    Unfortunately i think all is lost as the holiday existed so they should have gone on it. I think all they can do is try their credit card but i wouldn't hold your breath. What a lot of people don't realise is Thomas Cook as a shop sold most tour ops not just TC holidays. Did they fill in their claim online themselves it should have rung alarm bells when the ATOL number wasn't for TC or Airtours or another part of the TC brand. They wouldn't get tickets as TC were shut as who would forward them on. What date was the holiday for? Is there a reason they didn't pop into a TUI shop before to ask for help or why didn't they ask you?
    • NoodleDoodleMan
    • By NoodleDoodleMan 16th Nov 19, 10:30 AM
    • 1,216 Posts
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    NoodleDoodleMan
    Is there anywhere else they can go with this?
    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.
    Last edited by NoodleDoodleMan; 16-11-2019 at 10:34 AM.
    • Ganga
    • By Ganga 16th Nov 19, 3:21 PM
    • 1,900 Posts
    • 1,094 Thanks
    Ganga
    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.
    Originally posted by NoodleDoodleMan


    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.
    ITS NOT EASY TO GET EVERYTHING WRONG ,I HAVE TO WORK HARD TO DO IT!
    • TELLIT01
    • By TELLIT01 16th Nov 19, 5:50 PM
    • 7,302 Posts
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    TELLIT01

    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.

    .
    Originally posted by NoodleDoodleMan

    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
    • By leylandsunaddict 17th Nov 19, 4:52 PM
    • 1,744 Posts
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    leylandsunaddict
    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.
    Originally posted by debz111
    Thomson? Really? The name had been TUI for 2 years prior to TC going bust. Thomson didn't exist when your parents booked.
    Last edited by leylandsunaddict; 17-11-2019 at 4:57 PM.
    • leylandsunaddict
    • By leylandsunaddict 17th Nov 19, 4:55 PM
    • 1,744 Posts
    • 1,229 Thanks
    leylandsunaddict
    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.
    Originally posted by TELLIT01

    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
    • By iwb100 20th Nov 19, 2:38 PM
    • 162 Posts
    • 180 Thanks
    iwb100
    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.
    Originally posted by leylandsunaddict
    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
    • By seatbeltnoob 20th Nov 19, 5:18 PM
    • 747 Posts
    • 194 Thanks
    seatbeltnoob
    Id hate to be in their shoes.
    • NoodleDoodleMan
    • By NoodleDoodleMan 20th Nov 19, 5:24 PM
    • 1,216 Posts
    • 457 Thanks
    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
    • By waamo 20th Nov 19, 6:23 PM
    • 8,291 Posts
    • 11,355 Thanks
    waamo
    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.
    Originally posted by iwb100
    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.
    This space for hire.
    • stephb34
    • By stephb34 20th Nov 19, 7:27 PM
    • 2,036 Posts
    • 937 Thanks
    stephb34
    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.
    Originally posted by waamo
    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.
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