I am writing this email after receiving poor feedback from TCIL Management. This is with reference to my holiday package booked in December, 2011 (Ref no: F110004188). This company has offered me a cheque of Rs. 3000 for all miss outs & poor service but my questions still remain unanswered as to how a company like this can have such terrible miss outs.
I approached TCIL to plan my trip however amazed to see the overall mismanagement in planning. Basic essence of holiday is comfort which was missing during the trip & I have to suffer a lot to move/coordinate things without any response from Thomscook agents/representative. I chose “THOMAS COOK” due to its brand name however disappointed to see such mismanagement.
This was a Mauritius trip with Dubai in Jan 12.
We reached Mauritius on 5th Feb, 12 where our so called TC representative met us at the airport & explained the tour. Afterwards, he didn’t even bother to call once & ask how my trip is going. I called him for clarification in my Package as it was supposed to be a honeymoon package however hotel was not communicated about it. As per them, my holiday was booked under normal package. I chose this hotel after checking the website & their offers for Honeymoon couples but I wasted almost 2 days in coordinating for same with my local & India TC representative without any positive confirmation. I have wasted my time in coordinating the stuff in Mauritius however was not aware that TCIL will not even bother to reply me on same.
The missmanagement continues in Dubai also. As per my package I was supposed to reach Dubai on 12th early morning however my flight was preponed. On contacting TCIL India representative, I have been given 2 local Dubai numbers & asked to contact these numbers on arrival. I also asked to communicate the same to Dubai team to arrange for an early pickup however surprised to find NO ONE at the airport in the middle of night.
I reached Dubai & tried contacting the numbers provided however there was no response. Both numbers were continuously ringing however no one picked up (tried almost 70 times between 2:30 AM to 7Amon 12th Feb). I was made to wait at Dubai airport for 5 hrs without any intimation or info. I finally called INDIA TC agent at 8:30 AM IST after which pickup was arranged. Imagine a person sitting in an alien country without any response from his travel agent. This is shameful. I don’t expect such poor services from a brand like yours however it was proved again & again during the trip.
I rose below points to TCIL & escalated as per service grid to Mr. Vijay Sethi who called this an unfortunate event & didn’t take any ownership. I am surprised to see how people at such levels in did’t take the ownership of missouts/poorservices. When I raised this to Mr. Madhav pai, he didn’t even bother to reply. It’s very unfortunate to see how customers are treated in THOMAS COOK.
Summary of issues:
Travel agents don’t respond to calls.
Services are missing and people don’teven bother to respond.
No clarity on trip plan & local agentsdon’t communicate properly.
What went wrong was my question and appreciate if ownership is taken for same. I have spent almost 6 months in getting a replay where TCIL takes ownership of whatever went wrong however received nothing & offered Rs. 3000 to suppress the issue. This is really unfortunate and I will ensure my colleagues/friends will choose some other better travel operator to plan their holidays.