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Travel Companies & Shocking Customer Service

10:00am 18th Aug 2010

Recently an aunt of mine returned from a cruise she had in the Bahamas. The holiday started with flights to New York, then flights to Nassau in the Bahamas. 10 days cruising then flights back to New York and a further 3 days for sightseeing before the flights back home. Sounds great. Wrong. My aunt booked her holiday via Thomas Cook.

On the return to NY for the further 3 nights stay at the Crown Plaza Maddison Sq Gdns, my aunt and uncle were called to the reception on their first evening and told that Thomas Cook had not paid for their stay and if Thomas Cook did not pay for the room within 24 hours, they would have to pay for the accommadation themselves and take it up with Thomas Cook on return to the UK. Several attempted phone calls later by both my aunt and the hotel manager to the Thomas Cook emergancy phone number and nothing. No body answered, even the following day no one answered.

My aunt ended up paying the equivalant of £378 for their 3 nights stay. Now this is the astonishing thing. On my aunts reciept from TC she was charged by TC £490 for the hotel. Thomas Cook in reply to her complaint and request for the return of the original payment of £490, as they did not fulfill there end of the contract. Thomas Cook have told her to be grateful and that shee did get her hotel, but it is not TCs fault the hotel had not been paid pre her arrival. So whos fault is it. TC are denying all responsibility.

If you have had bad service from a holiday company, share your experiance with us and you never know what good info we may get from each other.

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