Has Thomas Cook gone down hill? (Thomas Cook)

Member Name: HS28

Product:	Thomas Cook
Date:	08/03/09 (388 review reads)
Rating:

Advantages: the actual hotel was lovely and staff there very helpful

Disadvantages: poor subcharted airlines, delays, lost luggage, after service non exisitant

Something went funny with package holidays last year and instead of going down in price the nearer you got to the destination they went up! So in about June I realised I better book the holiday and was determined to get back to Sorrento having enjoyed a 4star stay there 5 years ago with Thomson.

Ease of Booking and cost

I scoured the deals myself in travel agents and on line so did my research. The hotel I had previously been to was unavailable and Thomas Cook seemed to be the most competitive so I got a weeks half board holiday to the Hotel Vesuvious and what they called a 5star hotel for just under £600 for August. I was gob smacked at how much package deals had gone up by but as it was August I accepted was a price you just have to pay. Booking via the internet was a breeze a few clicks and your money is theirs! You get a discount for booking on line but I made sure I unchecked the meal on board charge as it was only a couple of hours flight and you never get fed much on the plane. I also unchecked the insurance box too and booked my own. I got some nice emails counting me down to the day every week which were full of tips to buy more Thomas Cook Products but hey they have to make a living! All the information needed was emailed and I think it was a ticket less flight. So I counted down to the trip going from a regional airport. The details said we were flying with Air Bee and I though where had Thomas Cook Airlines gone but realised they were sub charting so I looked it up and though oh it still looked ok.

The check in and flight

Checking in was a breeze only 2 desks but no queues but they did say oh you are delayed a little. Anyway went round the shops and had some food but whenever we checked the boards nothing seemed to change and no announcements made on when we would leave. We ended up being delayed a few hours but when you are outbound the excitement of the holiday always easies the boredom and waiting. As this was an afternoon flight though it meant we would reach the Hotel to near enough midnight as there was an hour transfer from Naples to Sorrento. On the plane we were squashed in and it was an awful old plane and the crew were Italian and seemed quite stressed. We were given the in flight meal even though we didn't pay for it and when we opened it found you got a bun, Philadelphia and a sweet. Felt so sorry for the poor people that paid a tenner either way! Finally made it to Naples and waited around for half an hour or so until we could leave so we didn't reach the hotel until about 1am. The return journey was an experience to remember. We got picked up at the hotel on time and the rep said the flight is delayed so we will take a leisurely journey back to the airport. All the passengers complained to the rep about the meals on board and she just said everyone has let Thomas Cook know. She was nice though and gave us our questionnaire to fill in so we put down the experiences we had in the hotel and on the flight. Anyway Naples is small airport and we were delayed nearly 4hours but got no food vouches as was under the EU time. Once on the plane we were offered the food again and told them we hadn't ordered it but still given the bun and sweet! Got back into the airport and noticed the luggage machine came on a bit too quick! Then suddenly the dreaded announcement came all passengers on Air Bee come to ServisAir. Great news the plane was too heavy so they left the entire luggage behind. The sneaks they didn't have the guts to tell us in Naples and waited until we got to England to tell us. So an hour later after queuing and filling in a form we went home with our hand luggage which with security these days doesn't contain a lot. I had to phone ServisAir loads to eventually get help and know where my luggage was. A week later it had been to Rome and Brussels before making it to Newcastle and then back to mine. It's a good job I have lots of spare clothes and makeup at home. Must say the people I personally spoke to at Servis Air were very helpful.

The hotel

As it was a half board you get a meal as you arrive and this had been there quite a while so a little stale. The staff were ever so helpful here and brilliant and easy to deal with. We got to our room and thinking this was 5star in Thomas Cook's eyes was expecting a treat. Well what a shock- a tiny window with no balcony and the toilet flooded and you could swing a cat. It was not even worthy of 2 star let alone 5star accommodation. Obviously at peak times these rooms were used up to. Went to reception to complain who gave us two room choices and then got one with a balcony and bigger room. I must say they were wonderful and it wasn't their fault but Thomas Cooks who misled us on the booking and expectations when you go for a 5star.

The hotel was fantastic but not as good as the Thomson one from a few years prior (Nastro Azzurro). There was a lovely pool and you got towels but it did fill up quick. The hotel itself was very grand and reminded me of the 50s and very posh waiters etc. The breakfast was great and you had a buffet choice every morning and could order coffees and cappuccinos etc from the waiter when they greeted you to your table. On an evening the meal was a set menu but usually with three or four choices for each course. You could get salad at the start from the buffet and it the main courses were served to your table. For additional prices you could purchase wine, soft drinks etc. We were lucky enough to be there when the end of the fish season happened which meant the hotel had an outdoor party with a band. I cant fault the way the hotel was as it was super but I think that Thomas cook have over rated it as 5star when it's a 4 star.

The actual resort is great and lots to see and do and I we made sure we saw Pompeii and Herculaneum as well as Sorrento and Naples. The hotel had a courtesy bus to take you into Sorrento and ran frequently for free. If you go on excursions don't use Thomas Cook as they overcharge and for Pompeii you just need to get the train for about 1euro 50 each way and the fee into Pompeii is relatively cheap too. Italy is expensive and with the pound going downhill you will feel the pinch so be smart in what you buy. We also went to Capri which I love although I suggest you pay for a taxi from the port to the town and share with some others as its quite cheap and saves a long queue and squashed ride on the cable car. Didn't make it to Ischia unfortunately but will definitely revisit Sorrento for a third time sometime soon.

Overall I would say the Hotel and Resort were fab but Thomas Cook as a package Holiday Company were a big let down. Sub charting the flight to substandard carriers is not good enough and losing a whole flights luggage is out of order. Also the rating of the hotel was over rated and the rep wasn't the one who fixed the problems it was the Hotel direct. I definitely wont Thomas Book it next time as I have had better package holidays with other companies for cheaper prices which give a better all round service. The only good thing about the company is they have used a nice hotel and they are good at taking your money in one click on the computer. The after service is useless as they wouldn't speak to me had to speak to servis air who went out of their way to help. Thomas cook will only respond to letters once they have got your money you don't mean anything to them as a customer if things go wrong.

Summary: a poor effort from a major holiday company on this occassion