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cammybrigade09
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06-05-2008 07:33 PM
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Joined: 06 May 2008
Posts: 4
| I have just been hung up on after 49 mins on hold to Direct Holidays Customer Service. I think this is my 10th to 15th call to them. I could SCREAMMMMMMMMMMM. Due to bad health we can not go on hols in July to Gran Canaria and not havn Travel Insurance as take it out a few weeks b4 we go usually (never again). We decided to cancel hols but to our surprise were told if we do cancel we can actually re-book as long as we take our hols within 12 wks of original departure date. To say the least we were delighted. So after calling and paying the rest of of our deposit on Sat explaining where we wanted to go etc to the girl she was going to transfer £480 deposit to new hols, she tried to get onto the Sales team but couldn't and I was promised a call at 240pm to do booking. No call to date (Tues 730pm) Bank hol Monday came and went and I called this morning hold for 18mins) to be told definetely can't book another holiday more or less the way the Admin of Cancelling prev hols was done can't transfer £480 anymore. Surely this can't be right. Asked to speak to supervisor after holding for 49 mins they then hung up on me. I am fuming mad does anyone know if I can take this further?????????
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Jan.C
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06-05-2008 07:56 PM
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Joined: 08 Jan 2004
Posts: 2271
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| The only thing you can do is send a letter of complaint, but they have 28 days in which to reply and usually do take up the full 28 days and you do need to sort this out quicker so I suggest you persevere on the phone stick to your guns , and also send a letter of complaint through just to have it in writing as well.
Make a copy for yourself and note the date which it was sent.
Sorry I cant be of more help.
Jan :) xx
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My Latest Review: May 2008 Express By Holiday Inn Derby Pride Park, Derby (9/10)
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cammybrigade09
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06-05-2008 08:01 PM
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Joined: 06 May 2008
Posts: 4
| Thanks Jan Will Do
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calamityjane
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06-05-2008 09:03 PM
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Joined: 12 Feb 2008
Posts: 10
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| Looks like we will have to scream together, i too am having the same problem
On a recommendation i booked our Hol to Las Vegas with Direct Holidays before they were taken over by Thomas Cook. I have had nothing but problems getting through every since, emails are ignored and telehones are never answered.
The facility to handle my holiday on line has been removed since the take over. We fly in 3 weeks and I have been sent incorrect tickets and schedule. I finally got through after 30mins on hold last week
and was told everythign would be respolved, but so far nothing and my emails reject and my calls are never answered.
I have emailed ABTA but got reply saying they are busy and will respond 10- 14 days. you could try sending them a complant via the ABta website, the ABTA number for the company is ABTA V6896
http://www.abta.com/consumer-services/travel_problems/how_to_complain_about_a_holiday
Good Luck
Jane
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Rondetto
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06-05-2008 09:25 PM
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Joined: 11 Feb 2006
Posts: 2303
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| These companies have an obligation to you as the customer. Get on to ABTA and ATOL. tell them of your predicament and tell them this has to be sorted urgently.
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My Latest Review: Apr 2008 Diplomatic Hotel, Benidorm (10/10)
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isawlashings
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07-05-2008 10:13 AM
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Joined: 13 Sep 2006
Posts: 212
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| This proves that using your credit card is the best option, for the few extra pounds you can just dump your problem on them and let them sort it out.
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My Latest Review: Jun 2008 Ibiscus Hotel, Rhodes Town (10/10)
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tenpin
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07-05-2008 10:40 AM
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Joined: 19 Nov 2004
Posts: 1497
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Know this does not help in this case, but a lesson can be learnt here, by taking out insurance when booking a holiday can pay dividends when things go wrong.
Do make sure your plan includes all cancellation problems, yes it will cost you a few pounds more, and yes do read the small print.
You younger people can take out annual insurance for peanuts and it is well worth it.
Us older ones have more problems and my insurance cost over £300, but when we cancelled a holiday last year ten days before we went, Saga paid back the full amount within 20 days, thus saving us over £3500.
I do hope you can sort this out satisfactory and that your health recovers soon.
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My Latest Review: Sep 2007 Thomson Spirit Cruise Ship (8/10)
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jasper123
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07-05-2008 06:34 PM
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Joined: 04 May 2008
Posts: 2
| try direct_holidayyourholiday@mailuk.custhelp.com
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kcjones
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09-05-2008 03:56 PM
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Joined: 27 Apr 2008
Posts: 1
| I have every sympathy with anyone who tryies to dealt with Thomas Cook in any way. I have to say that they are the worst company we have dealt with, ABTA we not brilliant either. We booked a two week holiday in Orlando with what was My Travel a super company who had problems years ago but in the end were super. We agreed a total price over the phone, paid a deposit and waited for the letter and confirmation. My travel were then taken over about a week later by Thomas Cook. Well we got three different invoices, 3 different prices, 3 different carriers, 3 different flight times, 2 different baggage allowances and then a free car appeared, each time nothing showed the deposit paid. After speaking to them on the phone a number of times, yes lots of on hold time to boost their profits, writing and emailing them we were told each time no problem they would sort. In the end we got nothing so went to ABTA who were very busy, I wonder why. We eventually got someone in Thomas Cook who had a name and was actually interested in sorting out the problems. We eventually got the lot in writing except for the deposit which was lost. We had to prove we had paid it by sending a copy of our bank account. To date they have still not found it or issued a new invoice although the person still dealing put it in writing that we would not have to pay again. OK they may have some problems with the merger but this was no joke. It took about 4 months to get sorted as far as we have and we do not go away for a couple of months yet.
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My Latest Review: Apr 2008 Atlantica Bay Hotel, Limassol (10/10)
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calamityjane
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11-05-2008 02:03 PM
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Joined: 12 Feb 2008
Posts: 10
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| Thank You to everyone who has responded. I have fianlly got an automated response from
yourholiday@direct-holidays.co.uk
not exactly ideal esepcially as states they will respond in 14 days and we go in 16 days, but its the nearest ive got to contacting them in 3 weeks.
Tenpin, I think I will stick to booking a nice cruise with Carol again next year, so stress free.
I sympathise with you re holiday insurance its cost us £350 for 1 weeks incsurance because my hubby ( despite being my toyboy :) ) has ongoing medical problems and has had an operation cancelled so we have had to declare it. However i paid my fee and relaxed a little and now he has a foot infection and is laid up with a foot the size of a balloon!
If we make this holiday which is meant to be a special treat for our 1st weddng anniversary, it will be a miracle.
Jane
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calamityjane
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12-05-2008 06:37 PM
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Joined: 12 Feb 2008
Posts: 10
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| No Bo
I really did only mean a week, this was after several companies refused us insurance and there is nothing major wrong.
My husband is diabetic, awaiting an operation from something minor that troubles him from time to time but all this just bumps the policy up and when you do have a health condtition you cant afford not to have adequate insurance.
jane
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DKM
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26-05-2008 03:44 PM
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Joined: 26 May 2008
Posts: 1
| Thomas Cook Direct - I'm having the same problem. Have tried ringing SO MANY times and after choosing about four options you get left on a music line forever and a day.
I've faxed twice, I've emailed once and STILL NO REPLY. I know for a fact that my holiday no longer exists on the date it was booked for because a Thomas Cook shop confirmed the flight was flying on another day but they couldn't help me further because I booked with 'Direct'. However, does TC Direct bother to write and let us know and it would have been nice to book seats on the flight (which was why I originally started ringing).
Absolutely diabolical holiday company, which I will NEVER use again.
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calamityjane
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26-05-2008 07:17 PM
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Joined: 12 Feb 2008
Posts: 10
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| HI DKM
I do sympathose, i have got through by email to this address
yourholiday@direct-holidays.co.uk
trouble is even when they reply they dont deliver what they agree to do , but at least when i set off on my holidays tommorrow, i have an email from them confirming my booking is right due to their techinical error.
Hope you get sorted
jane
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kapiper
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03-06-2008 05:09 PM
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Joined: 03 Jun 2008
Posts: 1
| I only booked in March - but the balance of our family holiday to Las Vegas is due today. I thought I could pay on the internet, but the service wasn't avialable. I have rung the automated payment line, but keep going round in circles. I have rung the complaints line, but just got put on hold. I have been into 2 Thoma Cook branches in Doncaster who would not take my money.
As my invoice was wrong, I have e-mailed the company 5 times and posted a hard copy of my querie twice. I have had no response.
I don't even know if I am really going on holiday anymore - and after reading all these other comments, wish I hadn't used MyTravel!
Can anyone suggest a way of paying for my holiday and getting the tickets which is less stressfull?
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calamityjane
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05-06-2008 08:12 PM
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Joined: 12 Feb 2008
Posts: 10
My Profile
| Hi Kapiper
im so sorry to hear how much chew your having, you will see from my posts we had much the same ever since TC took over Direct Holidays.
I managed eventually to get through to the payment line about 2pm ish ( many other times I could not get an answer)
If you email to
yourholiday@direct-holidays.co.uk,
you will get an automated response with links where you can send further messages to them. I did get a response from this but they didnt send the correct info as promised but at least i had proof by email that they had made a mistake with my tickets and schedule.
My tickets and my shedule were incorrect right up to me going, we left stressed out not knowing what to expect, but the good news is everything was fine, we had a fab hoilday in Vegas, just got back today ( will post review later). Not a TC rep in sight!
Good Luck and let us know how you get on
Jane
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Gralor
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06-06-2008 05:29 PM
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Joined: 03 Mar 2008
Posts: 29
My Profile
| Take them to Court. Thats what I did and got everything including costs and damages
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calamityjane
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07-06-2008 01:54 AM
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Joined: 12 Feb 2008
Posts: 10
My Profile
| Good for you! Im glad someone beat them, in my case i ended up having a fab holiday despite all the chew beforehand, but its terrible how some people have been treat.
Jane
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Gralor
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07-06-2008 08:49 AM
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Joined: 03 Mar 2008
Posts: 29
My Profile
| Well, I changed to Thomsons and I have to say I found them absolutely excellent in every way. I simply could not fault them even down to little touches like sending me pre printed lables for my cases. I would highly recommend them
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