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Complaint against Thomas Cook travel agency for CHEATING CUSTOMERS

Complain ID : CCN022878   54  

Travel Complaint Complaint Date: September 27, 2016
Modified date: October 3, 2016
I Booked Simply Thailand Tour G160005557 / 58 on 9th March 2016 with tentative travel date of 15th June 2016 for total 4 passengers. My date of travel was not confirmed so I asked several times before booking but Mr. Mayur Kamthe told me to inform Thomas Cook one month in advance if I want to change the travel date & I need not have to pay any date change charges.

My father expired on 5th May 2016 so I immediately intimate Mr. Mayur Kamthe to postpone my travel date. I have sent several emails but did not get any confirmation hence I raised online request on Thomas Cook Website. On 20th May 2016 I received email from Mr. Kedar Ramnathkar to postpone travel date for undecided date. Please find attached snapshot of the email for your reference.


From 23rd May 2016 till 7th July 2016 I was trying to get in touch with Mr. Kedar Ramnathkar regarding replacement / cancellation of one passenger along with future travel dates but he never responded back to me. Almost after 55 days on 7th July 2016 Mr. Kaushik Desai responded back to me regarding my queries. I raised few queries regarding additional sightseeing along with availability to travel on 12th November 2016 on 29th July 2016 with no luck.

In between I received calls to make payment of balance amount but I told them my date of travel is not fixed so please update your records. Your executive assured me they will update my comments for both booking. I replaced one passenger on 1st August 2016 as per earlier discussion with Mr. Kaushik.

There was no responses from Thomas Cook though I was sending several reminders. Mr. Kaushik was asking me to pay date change charges which later on he waived off . I asked him to replace Mr. Gaurav Samel with Mr. Kaustubh Mate who was booked under other PNR. But I don’t know why he replaced Mr. Kunal Samel .

On 6th September 2016 Mr. Kaushik forced me to pay date change charges if I want to change date of travel for other 2 passengers. I denied to pay any additional charges since my date of travel was undecided & I never told you to book my seats for 18th September 2016 tour. He said he will come back to me but he never. On 17th September 2016 another hero of your organization Mr. Vijay called who do not know how to talk with customers. He was arguing with me & other passengers to travel on 18th September 2016. He was not ready to listen anything. He involved Ms. Gandhi & Mr. Kaushik who was repeating same things like recorder along with Mr. Vijay. He said I have to pay charges for date change.

Final verdict was given by Thomas Cook is I need to pay additional charges for other two passengers.

Kindly help to resolve the issue.

Regards,
Nimish S

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