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As soon as they have your money the attitude changes!
Member Name: elaine_cart1
Advantages: Had nice weather on the holiday, they were very polite when I booked the holiday
Disadvantages: flights times and date changed without notifying me! didn't see rep after 1st day!
I booked a surprise holiday for my partner to go to Egypt.
The staff were very freindly and helpful in the Nuneaton store, and advised me to go to Egypt at that time of year to be guarenteed the weather as it was in January.
The booking process was easy and fast and I only had to pay a short deposit as I was booking about a year in advance.
The flight times were fantastic we flew early morning and left Egypt in the evening which was what appealed to me about the holiday as it was all inclusive so we pretty much had a whole extra day!
So my experience so far was fantastic, but it was to get a lot worse!
I received a letter about 3 months before we were due to go advising me the flight times had changed and the way it worked out it took about 20 hours off our holiday! I was not happy with the change especially when we had arranged taxis to the airport. I spoke to the travel agents and they couldn't appologise enough and said that they do have the right to change the flight times. So i left it at that and re-arranged my transport to the airport.
About a month before we were due to go was when a lot of airlines were going bust, we hadn't heard anything so we thought we were lucky to have been on one that was ok.
It got to about a week before and I thought I had better just check. I went into the travel agent and it turned out that we were one of the unfortunate ones that was on an airline that was no longer trading! But they advised me that they had arranged another flight company to take us but the holiday dates had changed!! I asked why we hadn't been informed and they said they had written to us, I stood my ground and said that we hadn't received anything! Then another lady came out the back office and said that they had had a problem with the printer on one of the days and had not printed out the letters! They were not apologising this time and made me feel like i was causing an inconvienience! I said it would have only taken a phone call but they didn't seem bothered!
They said if i wasn't happy they could change it for a different holiday, but would only do one at the same cost. I managed to arrange it with my work to go on the amended days so off to Egypt we went!
When we arrived the Thomas Cook rep who didn't speak much english did the welcome meeting and we only had about 2 other english couples there. We later realised that day that we were pretty much the only english people there! There was no socialising the entertainment was mainly done in German! We arranged a trip through our rep and I asked him to arrange a birthday cake for partner, he said it was all sorted and i just needed to speak to the host who was on the door of the restaurant on the day.
Well I was quite embarrassed when the host looked at me like I was an idiot when I asked about the cake! And after that day the rep was not seen again! So much for the reps being there to help you!
I was very dissapointed by the whole process, I know some things in the hotel can't be helped by the travel agent but surely the rep should be on hand more than once a week to help!
When we returned I wrote a letter of complaint to Thomas Cook and surprise surprise we never heard anything back.
For a company with such a well known name you would think the customer service would be a bit better but I think there attitude is to get the money off you and then they couldn't care less!
Summary: wouldn't book through Thomas Cook again, very dissapointed
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