Travel operator - Thomas Cook — Travel smooth with thomas cook- A Myth

Address:

Mumbai City, Maharashtra

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: F[protected]. 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. Afterward 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 miss management 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.


Please find below few mail exchanges for reference. This is how TCIL higher management works:


From: "Sethi, Vijay" <Vijay.[protected]@in.thomascook.com>
Date: Sun, 15 Apr 2012 19:32:39 +0530
To: Gautam Jain<[protected]@gmail.com>; Service Quality<Service.[protected]@in.thomascook.com>; Pai, Madhav<Madhav.[protected]@in.thomascook.com>
Cc: Bansal, Surbhi<Surbhi.[protected]@in.thomascook.com>; <gautam3.[protected]@citi.com>
Subject: RE: 'TCIL=150-254' Thomas Cook (India) Ltd. - Mr. Gautam Jain (Mauritius and Dubai)


Dear Mr Jain,

I acknowledge your email on behalf of Mr Pai as he had to travel outside the country on work, hence my email again to you.

Mr Pai has seen your emails and has expressed his regrets for consideration of any further review on our offer as mentioned to you earlier.

Regards,
Vijay Sethi
Thomas Cook (India) Ltd.

From: Gautam Jain [mailto:[protected]@gmail.com]
Sent: Saturday, April 14, 2012 2:13 PM
To: Service Quality; Pai, Madhav
Cc: Bansal, Surbhi; Sethi, Vijay; gautam3.[protected]@citi.com
Subject: Re: 'TCIL=150-254' Thomas Cook (India) Ltd. - Mr. Gautam Jain (Mauritius and Dubai)

Hi Madhav,


Appreciate a revert on below.


Regards,
Gautam JAIN

On Sun, Apr 8, 2012 at 4:32 PM, <[protected]@gmail.com> wrote:

Hi Madhav,

This is With regards to complaint made in last week of feb, 12 regarding my trip.

Please review the case and let me know your view on this. This is a case of complete negligence for which I want a written apology from TC India.

There were few points which I have highlighted and were closed without any ownership.

Also when I have asked for a justified compensation, a cheuqe of Rs. 3K was offered. Please note I have paid close to 2 lacs for this trip however amazed to see the overall mismanagement. If this is the justified compensation for all your missouts, then please give this amount to your people who are working on floors and ask them to provide a service which will lead to customer satisfaction.
This was not expected from a global brand like yours.

Appreciate a revert.

Regards,
Gautam JAIN
[protected]-----
Sent from BlackBerry
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From: "Service Quality" <service.[protected]@in.thomascook.com>
Date: Thu, 05 Apr 2012 17:53:42 +0530
To: [protected]@gmail.com<[protected]@gmail.com>
Cc: Bansal Surbhi<Surbhi.[protected]@in.thomascook.com>; Vijay Sethi<Vijay.[protected]@in.thomascook.com>
Subject: RE:'TCIL=150-254' Thomas Cook (India) Ltd. - Mr. Gautam Jain (Mauritius and Dubai)

Dear Mr. Jain,

Kindly allow me to refer to your e-mail dated April 5, 2012.

As sought by you, please find the reference of Mr. Madhav Pai -- Chief Operating Officer – Leisure Travel Outbound. His e-mail id is Madhav.[protected]@in.thomascook.com

Thank you,

Warm Regards,

Dilkhush K. Dehnugara

Service Quality & Customer Care

Thomas Cook (India) Limited - Mumbai

Visit us at: www.thomascook.co.in

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From: [protected]@gmail.com ([protected]@gmail.com)
Date: Thursday, April 05, 2012 01:24 PM
To: Service Quality (service.[protected]@in.thomascook.com); Vijay.[protected]@in.thomascook.com (Vijay.[protected]@in.thomascook.com)
Cc: Bansal Surbhi (Surbhi.[protected]@in.thomascook.com)
Subject: Re: Thomas Cook (India) Ltd. - Mr. Gautam Jain (Mauritius and Dubai)


Can you please share complete escalation grid.


Regards,
Gautam JAIN
[protected]-----
Sent from BlackBerry
Please consider the environment before printing.


From: "Service Quality" <service.[protected]@in.thomascook.com>
Date: Thu, 05 Apr 2012 13:02:36 +0530
To: [protected]@gmail.com<[protected]@gmail.com>
Cc: Bansal Surbhi<Surbhi.[protected]@in.thomascook.com
Subject: RE:'TCIL=150-254' Thomas Cook (India) Ltd. - Mr. Gautam Jain (Mauritius and Dubai)

Dear Mr. Jain,

As far as our offer of atonement is concerned, kindly regard our proposal of cheque worth Rs. 3,000/- as final.

Also, having attempted to address your concerns several times as seen from the below trail of e-mails, we wish to submit that this is our concluding communication in this regards.

We look forward to your understanding towards closure of the matter.

Best Regards,

Vijay Sethi
Senior Vice President & Head – Tour Management & Customer Service
Thomas Cook (India) Limited - Mumbai