Complaints Grievances against Thomas Cook India Ltd

To
JAGO GRAHAK JAGO

DT 4/4/16
Sub:- Complaints/Grievances against Thomas Cook India Ltd.

Ref:-1. Booking File No. G150020710 & Incident: 160102-001604]
2. Tour confirmation letter dt. 22nd Dec, 2015
3. Correspondence with Thomas Cook


We have recently undertaken a tour conducted by Thomas Cook India Ltd . Tour name and other details are given in Table No 1.

Table no1.
TOUR NAME TOUR CODE TOUR DEPARTURE DATE TOUR COMPLETION DATE TOTAL GUESTS
Scenic Kerala - DLX TCSCEDLX261215 26th Dec’15 31st Dec’15 17

Our complaints/grievances on the tour are as follows.

1. Our tour was Delux type and there were 17 members (guests) in the group (refer table 1). Vehicle type and number of vehicles to be provided by Thomas Cook as per their confirmation letter was “ As per group size” . This was clearly mentioned in their confirmation letter in two places- table 2 & Information 1 and in their email reply dt. 08/01/2016

Table no 2. TRANSPORTATION CONFIRMED
Services Vehicle Type No of Vehicles
Airport Transfers, Sightseeing & Intercity transfers as per itinerary (AC will not work on Hilly areas) AC Vehicle As per group size

Information 1
All transfers & sightseeing by AC vehicles (except for the hilly drives) - Vehicles as per group size

Email from Thomas Cook dt 08/01/2016
" We use Deluxe 2 X 2 Coaches or vehicles such as Tempo Traveller, Tata Winger, Chevrolet Tavera, Mahindra Scorpio, Toyota Qualis, Tata Sumo or similar as per the availability of vehicles and actual size of the group."

2. Our group (Deluxe group) was merged with another group (Standard group) and transported together in a 35 seat bus in place of 2 tempo travelers (17 or 20 seat). This change was contrary to the above terms of confirmation letter. It does not mentioned about merger of groups. This has caused a number of problems/ inconveniences/ concern for safety for us, we could not enjoy the tour, few are mentioned below

(a) The tour consisted of places that are located in hilly region, with narrow roads and sharp curves. The 35 seat bus took more travel time than a tempo traveler. For example it is mentioned in their itinerary that the travel time from Cochin to Munnar as 4hrs but the bus took 10 hours time. This was the situation in most parts our tour, we were spending more time in travel and reaching hotels late in the evening, no time for shopping or famous Kerala oil massage etc.

( b) During bus journey we were concerned about safety since many times the bus had to go to the edge of the road for giving way to vehicles

(c) The two groups were put in different hotels and throughout the tour, we were dropped last and picked up first. This had also resulted in long journey hours for us.

(d) As per the tour itinerary we were to visit Cochin on the 2nd day and then proceed to Munnar. But the itinerary was changed and we proceeded directly to Munnar. Neither we could visit Tea Garden, Munnar on that day because we reached after closing hours nor Cochin on last day because of lack of time management by the organizers..

We complained to Thomas Cook in writing on 02/01/ 2016 followed by email. Further correspondence through emails took place between us and Thomas Cook. Complaints [Incident: 160102-000202].

In their last email dt 11/01/2016 they mentioned that
“we regret that we shall be unable to communicate with you any further on the same matter”

Since we are not satisfied with the replies given by Thomas Cook and they closed the matter, we are approaching you

Summary of our complaint
1. Why two groups were merged, where it is mentioned in their letter
2. Why Tempo Traveler of 17 seat capacity, to suit our group, was not provided as agreed .
The 35 seat bus was “Over Size” for our group of 17 members
3. Itinerary was not completed
4. Concern on safe travel in a big bus on narrow ghat roads.

What we want
Suitable financial compensation towards inconveniences caused, wrong transport provided and incompletion of tour itinerary by refunding the amount paid to Thomas Cook
.akhil swami and neeraj swami