Fuming with Thomas Cook

[lulu bear]

We are booked to go next week to Greece for DDs 18th birthday. This was booked last August so not last minute. We chose the same resort that we went to last year but a different hotel. We all loved it last year and thought we would take DD and her friend as a treat for her birthday. My mum and dad are coming too.
Well the first problem was that the flight time changed by 7 hours each way. Then they changed the airline operator and in the process moved our prebooked seats and mum and dad's extra legroom seats as it is going to be a smaller plane. Finally managed to sort all that after spending £25 on top of my normal mobile bill.
Fast forward to 5pm this evening and I get a call from Thomas Cook apologising but the hotel we had booked (almost a year ago) was overbooked so they have moved us. Not only to a different hotel but a completely different resort altogether. They tried to sell it as an upgrade but the new hotel is nothing like what we would have chosen. Plus the original hotel was on the beach and this new one is 15 minutes away. It is 6 days until we go and we are all gutted. I explained the circumstances and how it was a special occasion and why we chose where we did. The Thomas Cook rep was lovely and very apologetic and said she would speak to the in resort team. However I am not holding out much hope for a positive result. To say I am fuming is an understatement!

[MrsMouse93]

That's really poor service. Hope you get it sorted.

[Blue nose]

I feel your pain. I'd probably phone the hotel direct. Not sure if it would help but I'd want to do something.

[soooexcited!]

That's pretty shocking service. I'm afraid I would be posting on their Facebook page and emailing the CEO. Your not getting what you booked and paid for well in advance. Good luck hope you get it sorted. Our Greek TC flights were changed a few times but it worked to our advantage.

[klr15]

That's absolutely awful. Don't blame you for being so angry. I hope it gets sorted out.

[feelingnuts]

That's terrible give them a hard time! How disappointing for you all.

[papamouse]

this is totally unacceptable.

So DO NOT ACCEPT IT.

Escalate to the head quarters and tell them they cannot mess you around like this.

relations.customer@thomascook.com

here's your rights and their obligations under the circumstances.

abta/holiday-help-and-co...n-they-do-this

[duchy]

If the hotel has overbooked shouldn't it be them you are fuming with rather than TC ?

[Guest]

I would not accept it and would demand refund rather than an alternative. Then book something directly, there is no need to go through Thomas Cook.

[Mr Tom Morrow]

OP. Not very good customer service I must say.

The flight time changes do happen and I would accept that, operational isues and aircraft being re positioned is a hazard we live with.
But the Hotel being 'overbooked' is not your fault and is firmly in Thomas Cooks domain and they are contracted to that hotel for a service to be provided.
Being the cynic I am I suspect they have messed up not the hotel owners.

Personally I would cancel the entire holiday and get the per person compensation off TC you are entitled to.
Now that will probably mean you wont be going as planned but if you do accept the alternative it will prey on your mind and probably ruin the trip.
I hope you get a resolution that suits you.