Right... booked a holiday with Thomas Cook in our local branch to go to Monte Carlo on 6th October for my girlfriend's 30th birthday.
As you do, sitting down with a customer adviser who was helping us find the best deal for Monte Carlo in October. Before we went in to arrange this, we had a brochure from them stating that there is a 'free' helicopter arrival from Nice to Monte Carlo during the period 01 May to 31 Oct. We both clearly remember at the time requesting that this offer was for inbound because we wanted to arrive in style and I was planning to propose to her around that event. We also remember discussing with the adviser (with the Manager sitting in to help us find a good deal) that we would arrange transport from the hotel to the airport on the way home as it would be cheaper to do it ourself.
We had the paperwork in the other day stating that the helicopter transfer was for outbound, which was completely wrong. I called them yesterday and spoke to the Manager who was involved in the deal and I mentioned the fact that we wanted the inbound ride. She then went to 'categorically' claim that she 'remembered' us saying we wanted it to be outbound (so she is claiming I am lying?!) and this was what was set up. She then went to claim that for the price we paid, we were extremely 'fortunate' and should 'count ourselves lucky' that we have a helicopter transfer included in the package we got considering how cheap it was, even though it was in the brochure? She also claimed that the brochure only included this transfer for outbound only.
This morning, I picked up the brochure and it states that holidays booked between 01 May and 31 Oct would include the free helicopter arrival (inbound) and that outbound was included if the holiday was booked between November 09 to March 10.
I'm fuming that 1) she claimed I was wrong / making something up and she was right 2) she claimed the brochure is stating something that is completely wrong and 3) that we should count ourselves lucky that this is included in the package considering how cheap it is, even though the deal is listed in the brochure?
On top of that, I went in at the start of the month and agreed with someone that I can pay £200 that day and the rest (£293) at the end of this month. She then at the end 'threatened' me that again we were lucky not to have the holiday cancelled because we did not pay the full balance at the start of this month and that she did us a 'massive' favour of allowing us to pay the rest at the end of the month.
Now they are claiming that Cresta, who run the package, cannot change this transfer to be inbound, unless we pay an additional £80 per person to get it, and that the transfer was only included for outbound. It is for my girlfriend's 30th birthday which I want to be perfect for her, especially as I want to propose
Would you be fuming at how this has been handled by a so called 'Manager', who you think would know better when it comes to dealing with customers? Would you go in the branch and have it outright and demand an entire refund if it cannot be resolved?
As you do, sitting down with a customer adviser who was helping us find the best deal for Monte Carlo in October. Before we went in to arrange this, we had a brochure from them stating that there is a 'free' helicopter arrival from Nice to Monte Carlo during the period 01 May to 31 Oct. We both clearly remember at the time requesting that this offer was for inbound because we wanted to arrive in style and I was planning to propose to her around that event. We also remember discussing with the adviser (with the Manager sitting in to help us find a good deal) that we would arrange transport from the hotel to the airport on the way home as it would be cheaper to do it ourself.
We had the paperwork in the other day stating that the helicopter transfer was for outbound, which was completely wrong. I called them yesterday and spoke to the Manager who was involved in the deal and I mentioned the fact that we wanted the inbound ride. She then went to 'categorically' claim that she 'remembered' us saying we wanted it to be outbound (so she is claiming I am lying?!) and this was what was set up. She then went to claim that for the price we paid, we were extremely 'fortunate' and should 'count ourselves lucky' that we have a helicopter transfer included in the package we got considering how cheap it was, even though it was in the brochure? She also claimed that the brochure only included this transfer for outbound only.
This morning, I picked up the brochure and it states that holidays booked between 01 May and 31 Oct would include the free helicopter arrival (inbound) and that outbound was included if the holiday was booked between November 09 to March 10.
I'm fuming that 1) she claimed I was wrong / making something up and she was right 2) she claimed the brochure is stating something that is completely wrong and 3) that we should count ourselves lucky that this is included in the package considering how cheap it is, even though the deal is listed in the brochure?
On top of that, I went in at the start of the month and agreed with someone that I can pay £200 that day and the rest (£293) at the end of this month. She then at the end 'threatened' me that again we were lucky not to have the holiday cancelled because we did not pay the full balance at the start of this month and that she did us a 'massive' favour of allowing us to pay the rest at the end of the month.
Now they are claiming that Cresta, who run the package, cannot change this transfer to be inbound, unless we pay an additional £80 per person to get it, and that the transfer was only included for outbound. It is for my girlfriend's 30th birthday which I want to be perfect for her, especially as I want to propose
Would you be fuming at how this has been handled by a so called 'Manager', who you think would know better when it comes to dealing with customers? Would you go in the branch and have it outright and demand an entire refund if it cannot be resolved?
![[TW]Fox](/data/man-of-honor/2009.png){kind=avatar}
