Aftermath - A Letter to Thomas Cook

Trip Start Jun 22, 2012
Trip End Jul 20, 2012

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Flag of United Kingdom  , Scotland,
Tuesday, July 24, 2012

After all our trials and tribulations I should have known that the worst was still to come - What? you might ask - BUREAUCRACY - I am forced to make the following appeal to Thomas Cook as NO one else is listening

24/07/2012 Thomas Cook
Signature Australia

Customer Relations

Dear Sir or Madam:

 In 1969 I took my first Cook’s holiday,
and in the intervening years have had many Cook/Thomas Cook trips, many Great
some poor and a few downright bad, but when we got home we always found that
Thomas Cook would do something, even if it was just sympathy and making sure
that our next trip was better.

So it was with no hesitation that when we decided on our "Memorable Trip" to mark my retirement and our youngest daughter leaving home to go to University, that we would come to Thomas Cook to organize it.

We decided that we would travel to New Zealand stopping off in Singapore and leave our daughter in NZ with her sister, with whom she would travel and we ourselves would make our way to Australia and visit several Cities and enjoy all the sights that we had only ever read about. So with the help of Kath [Thomas Cook, St Andrews] we booked flights, selected and booked Hotels and even booked a return trip to Hong Kong to meet my daughter next month when she makes her way home.

On the 22nd June at Edinburgh we were offered and accepted a chance to upgrade our seats from Heathrow, to make our trip better we paid £567. The Edinburgh flight was delayed and of course we were late [by five minutes] for the connecting flight to Singapore, mainly due to the dreadful service and complacency of Flight Connections at Heathrow.

As a result we had to spend the night in London and were put on a Singapore Airlines flight the next night, all in separate seats with no sign of the paid for upgrade, in which my daughter suffered very badly, she has a severe nut allergy which we registered with you at the beginning as we carry an epipen at all times, all this fell on deaf ears of the staff.

All of this might even have been accepted but when we arrived in Singapore, guess what? No luggage which did not appear until the 29th of June in Christchurch, so, we had no luggage, which contained all our clothes and all my medication in Singapore, in Sydney and for several days after our arrival in Christchurch, we had even to collect it as they were unable to deliver when it finally arrived.

Please Help Thomas Cook

Help me get my upgrade money back, as BA are reluctant to discuss it

Help that we had a dreadful flight to Singapore

Help, that we have LOST two days in Singapore and a nights Hotel plus all the phone calls and the stress that we were put under

Help that we had No Luggage for SEVEN days and all that entails, which eventually arrived damaged and one piece had to be replaced and we even had to pick it up ourselves

Help to change the schedule of our return trip to avoid a nightmare re-occurrence of not meeting our daughter in Hong Kong – all we wish is for the Edinburgh Flight to be earlier

Thomas Cook – we booked through you for the security of your company, rather than the Internet to save money, as your adverts are always telling us to do – SO HELP – PLEASE!!!

If you wish to know more please feel free to read my blog



Mario De Angelis

*** I will update you on this folks - as the story unfolds or does not ***

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