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Old 7 Aug 19, 05:12 PM  
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Rebecca_
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Mobile Thomas Cook - extra luggage?

I was wondering if anyone who has flew with TC before knows the answer to this.

I am looking at adding an extra suitcase on to my return flight but the girl on the online chat has told me it's not possible - the only option is to upgrade luggageto 32kg for £50pp.

I have flown with Virgin in the past and been able to add another bag on so I just wanted to know if it is doable or if the advisor I spoke to is right 😕

Thanks
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Old 7 Aug 19, 05:21 PM  
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smi
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We flew with Thomas Cook last August. We added an extra bag for the return flight before we went. I think it was around £50. We just logged onto our booking online and added it on.
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Old 7 Aug 19, 05:54 PM  
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Michelle
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Originally Posted by Rebecca_ View Post
I was wondering if anyone who has flew with TC before knows the answer to this.

I am looking at adding an extra suitcase on to my return flight but the girl on the online chat has told me it's not possible - the only option is to upgrade luggageto 32kg for £50pp.

I have flown with Virgin in the past and been able to add another bag on so I just wanted to know if it is doable or if the advisor I spoke to is right 😕

Thanks
It looks like she's correct as when I go to add luggage it's only giving me the option of 32kg on the drop down, not an extra bag of 23kg. I'm sure it did used to have an extra bag of 23kg for £50.
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Old 7 Aug 19, 06:38 PM  
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Rebecca_
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Originally Posted by Michelle View Post
It looks like she's correct as when I go to add luggage it's only giving me the option of 32kg on the drop down, not an extra bag of 23kg. I'm sure it did used to have an extra bag of 23kg for £50.
So on the excess baggage page on the TC website it says
"If you’re flying with us to the USA in Economy Class you’ll have one hold bag at 23kg weight allowance included in your fare. You can then add a maximum of two additional bags at 23kg each to your booking"

However I'm now speaking to another online advisor who is telling me I can only purchase an extra bag after upgrading to the 32kg.

Seems ridiculous to have to pay £105 for an extra bag when nothing on the website makes it clear that the first bag needs upgrading!
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Old 7 Aug 19, 06:43 PM  
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Michelle
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Originally Posted by Rebecca_ View Post
So on the excess baggage page on the TC website it says
"If you’re flying with us to the USA in Economy Class you’ll have one hold bag at 23kg weight allowance included in your fare. You can then add a maximum of two additional bags at 23kg each to your booking"

However I'm now speaking to another online advisor who is telling me I can only purchase an extra bag after upgrading to the 32kg.

Seems ridiculous to have to pay £105 for an extra bag when nothing on the website makes it clear that the first bag needs upgrading!
On the TC website, my upgrade option it greyed out for some reason I can only do it on the app. It's very strange. I would request a call back from a person, not an online one
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Old 7 Aug 19, 08:00 PM  
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Rebecca_
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Originally Posted by Michelle View Post
On the TC website, my upgrade option it greyed out for some reason I can only do it on the app. It's very strange. I would request a call back from a person, not an online one
I did end up calling them and after a bit of a headache got it sorted in the end.
Cost £70 instead of the £55 it says on the website but I'm just glad I've definitely got an extra bag now.
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Old 7 Aug 19, 08:10 PM  
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They can do it and they added it to my trip but I had to open a complaint to get them to do it
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Old 7 Aug 19, 08:18 PM  
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Rebecca_
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Originally Posted by scottsman View Post
They can do it and they added it to my trip but I had to open a complaint to get them to do it
Do you mind me asking how much it cost you? It took the guy on the phone a while to understand what I was asking for so I'm just hoping it is the right thing! On the booking confirmation that has been resent it doesn't say what the £70 payment was for and there's nothing on my booking yet...
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Old 8 Aug 19, 07:37 AM  
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daisydoo
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I had this problem when I went to New York earlier this year and apparently it is all to do with how you booked.

I booked online and the only option was to upgrade to 32Kg at a cost of £50.

My niece booked the same holiday but she did it in store and she was offered the option of an additional bag at 23Kg.

We spent nearly 2 hours in store trying to sort this out as we could not understand why I could not get the extra bag and she could. Eventually after much back and forth we were advised that it was because of the way we had booked.

Despite several more calls and online chats, I was never able to get more than the 32Kg.

Glad you have managed to sort it now though.

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Old 8 Aug 19, 08:11 AM  
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smi
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I just did a dummy booking with them and there is the option to add extra bags for £50 so not sure why it should be any different once you have booked. I would question with them why it has cost you more!
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