Hi,
Can anyone advise if they experienced any problems with Thomas Cook in Crete between May and June this year, and also if they had stayed at the Anthoussa Spa Resort in Stallis? My family and I had major problems, with our holiday being changed at the last minute, and sent to unsuitable alternative, and would hate for anyone to have gone through what we did.
Chris
Thomas Cook
5 posts • Page 1 of 1
by MawMcD on Tue Jul 29, 2008 07:23 am
Hi Chris,
Really sorry to hear you have had problems I know how it feels so can fully sympathise.
We are due to go to Zante this thurs 31st July, we booked it in may 2007 We booked as early as we could as we are a family party of 17 people going to celegrate my fathers retirement and we recieved a letter from Thomas Cook on saturday 26th 6 days before departure saying that both my parents and my aunt and uncle do not have accomadation at the resort we are all meant to be staying at together!
Their solution is to send them the other side of the island you can imagine our response to that!!!!
It appears they have been over selling holidays and the resort is over booked for the whole of the summer season so many other families are sadly going to experience problems. It is just not acceptable and they do not seem to care!
Julia
Really sorry to hear you have had problems I know how it feels so can fully sympathise.
We are due to go to Zante this thurs 31st July, we booked it in may 2007 We booked as early as we could as we are a family party of 17 people going to celegrate my fathers retirement and we recieved a letter from Thomas Cook on saturday 26th 6 days before departure saying that both my parents and my aunt and uncle do not have accomadation at the resort we are all meant to be staying at together!
Their solution is to send them the other side of the island you can imagine our response to that!!!!
It appears they have been over selling holidays and the resort is over booked for the whole of the summer season so many other families are sadly going to experience problems. It is just not acceptable and they do not seem to care!
Julia
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by chris251174 on Sun Aug 03, 2008 09:23 am
Hi Julia,
I know by now you're away on your holiday, and so sorry to hear what Thomas Crook has done. I hope you enjoyed it the best you could under the circumstances. We also booked a year in advance, and went away with family also. We paid our money promptly and as agreed, and TC picked our holiday and couldn't care less on what we'd asked for. They sent a family with 2 children 16 months and 3 years, put them in a resort in the middle of nowhere, up 2 steep hills to the apartment, up 2 flights of stairs, into an apartment with stairs in side, metal door stoppers and nails sticking out floor, and to put the cherry on the cake not even a cot bed! Well done Thomas Crook, you take customer service to a new level.
I know it may not help the situation, but they can't even resolve or deal with your complaint in a appropriate manner either. Terms and conditions seem to go out the window. Our complaint form on holiday was ignored, our complaint form on return didn't receive a reply within 28 days, we did not receive the compensation for late change in holiday, taxi transfer not given, sea view not given, and ended up sending a letter to Abta who kindly acknowledged our letter, and now await a reply.
Let me know how you and you family got on
Regards
Chris
I know by now you're away on your holiday, and so sorry to hear what Thomas Crook has done. I hope you enjoyed it the best you could under the circumstances. We also booked a year in advance, and went away with family also. We paid our money promptly and as agreed, and TC picked our holiday and couldn't care less on what we'd asked for. They sent a family with 2 children 16 months and 3 years, put them in a resort in the middle of nowhere, up 2 steep hills to the apartment, up 2 flights of stairs, into an apartment with stairs in side, metal door stoppers and nails sticking out floor, and to put the cherry on the cake not even a cot bed! Well done Thomas Crook, you take customer service to a new level.
I know it may not help the situation, but they can't even resolve or deal with your complaint in a appropriate manner either. Terms and conditions seem to go out the window. Our complaint form on holiday was ignored, our complaint form on return didn't receive a reply within 28 days, we did not receive the compensation for late change in holiday, taxi transfer not given, sea view not given, and ended up sending a letter to Abta who kindly acknowledged our letter, and now await a reply.
Let me know how you and you family got on
Regards
Chris
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by lizm on Fri Nov 14, 2008 12:26 pm
Sorry to hear you have had problems. My concerns were over a loyalty discount voucher not being acknowledged. However, the major issue is with their Customer Services and the way they are treating people with contempt. You cannot get answers from them and you are just pushed around the system probably in the hope that you get fed up and go away. I am now pursuing the issue with ABTA because Thomas Cook are just ignoring my correspondncej.
My other major concern is the way the bigger companies are swallowing up the smaller ones and as a consequence removing choice. Thomas Cook and Thompson are only interested in putting people in large complexes which they probably own or have a business interest. The small villages which rely on tourists using their facilities such as Tavernas and Bars cannot survive with competition from 'All Inclusives'. Not everyone wants to be packed together with hoards of other people. With so few independent travel firms left the prospect does not look good; where does the Monopolies Commission feature in all this?
My other major concern is the way the bigger companies are swallowing up the smaller ones and as a consequence removing choice. Thomas Cook and Thompson are only interested in putting people in large complexes which they probably own or have a business interest. The small villages which rely on tourists using their facilities such as Tavernas and Bars cannot survive with competition from 'All Inclusives'. Not everyone wants to be packed together with hoards of other people. With so few independent travel firms left the prospect does not look good; where does the Monopolies Commission feature in all this?
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by JonGardiner on Tue Apr 28, 2009 21:31 pm
Hi
Just for information, we sent a letter of complaint to Neilson (part of Thomas Cook) with regard to a skiing holiday in January. The complaint centred around excessive noise from regular rock bands playing in the building we were staying in!!
To date, we have only received one standard reply saying they will look into our complaint and 'endeavour' to respond within 28 days (in line with ABTA guidelines). Nearly 3 months later we have heard nothing further, so, like yourself, we have now involved ABTA.
We feel this lack of response to be totally unacceptable -to what was a real nightmare at the time -and one which ruined our skiing holiday in what was described in the brochure as a quiet resort!!! ie La Tania
Jon
Just for information, we sent a letter of complaint to Neilson (part of Thomas Cook) with regard to a skiing holiday in January. The complaint centred around excessive noise from regular rock bands playing in the building we were staying in!!
To date, we have only received one standard reply saying they will look into our complaint and 'endeavour' to respond within 28 days (in line with ABTA guidelines). Nearly 3 months later we have heard nothing further, so, like yourself, we have now involved ABTA.
We feel this lack of response to be totally unacceptable -to what was a real nightmare at the time -and one which ruined our skiing holiday in what was described in the brochure as a quiet resort!!! ie La Tania
Jon
- JonGardiner
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