Thomas Cook India — delay in providing documents and extra charges

I have paid full amount as and when they requested as per the package cost a month before the travel date. They have provided the flight ticket in a day after the payment and promised me that the travel documents/vouchers are shared 3 to 5 days before the travel date.

I started following up with them from 5 days before the travel date for my documents/vouchers. Every time a new executive is assigned and they answered me that my file is under process, vouchers are ready and just that the back end team need to send me those vouchers through email. The same answer was given to me till one day before the travel date.

I guy from insurance team called me about my travel insurance and then i asked him about my documents/vouchers. He then verified my file and told me that i need to pay some xxx amount in order to get my vouchers as per the system. I was surprised that this came up just a day before the travel date. He also promised me that i will get my vouchers max by an hour after payment. All those executives who talked to me before this call even on the same day have never told me about this. At the end after paying xx amount on last day, i got same email saying we are processing and will get back to you by end of the day.

I sent so many email during these days and i got responses after a day or two and sometimes there is no reply even from them. And the funny thing is, today (One day before travel) an email is received saying that in case no response from our team 48 hours then you can escalate it to next level where as i had only 24 hours left for beginning of the travel.

I lost complete trust on this company and i advise others to think thrice before going through thomas cook india.

I am also referring my file number "f[protected]" in case thomas cook india wanted to find more details on this and check all the communication happened with me.