| Address: | Hyderabad, Andhra Pradesh, 500049 |
| Website: | www.thomascook.in |
This is in reference to the Thomas Cook travel recently completed for package Exotic Kashmir with Daksum, commenced on 1st of May 2016. Reference Booking ID/Customer Code - G[protected]
We went on this trip with family thinking it will be indeed a great trip and as your agent said that the extra money you take as compared to your competitors is for the unmatched professional service you provide which will make the trip memorable.And the trip was indeed memorable but for all wrong reasons and let me just highlight a few of them below.
1. The houseboat 'Mother India' had a dilapidated bathroom with leaking sink broken shower curtain .The wodden panels in the bedroom had wide gaps ensuring minimum privacy. I did not create much fuss thinking it is the first mismanagement.
2. We had Daksum in the itinerary for which there was a group of 6 only. Hence a separate car was provided. Nobody from Thomas cook, specifically Tour Manager Devesh & Sampres Parrera did not bother to check AC is not working. We have to go Phalagam from Srinagar on a non-AC vehicle. When asked why AC is no there, the reply from driver was we dont need AC going forward and accommodate today. He promised to fix it which never happened. After much quarrel with Mr. Teja (Tour Manager) I got an AC vehicle from Day 4 onwards.
3. No local tour guide was provided for the first two days quoting a reason that a tour guide is not required in this tour, we a group of 6 was literally on our own. I have to reason on this point also with Mr. Teja that Thomas Cook is committed to provide a local guide however small the group is as per tour itinerary. After much reasoning a tour guide was arranged from Day 4 onwards
4. The new local guide was completely useless and had no info on the history of the gardens at srinigar or any other place. Looks to me he was just a travel companion. The driver has more info Instead. On top of that instead of protecting the tourists from local touts, they encouraged them. For e.g:- there was no requirement of another local guide in Gulmarg, he could have easily managed that job. I did not understand why taking a 2nd level local guide in Gulmarg is so mandatory.
5. The entire tour had no specific lunch stops and most of the days they stops were taken at 3.30 -4PM
6. Hotel at Srinagar Paradise Gateway was worst .The rooms dusty, leaking bathroom, no hot water, worst food . Even the hotel staff were rude when complained on the problems. And Thomas Cook rates it as 3 star. On top of that heater was separately charged, why you do not include such basic amenities in tour cost.
7. At Gulmarg we released Gondala ride cost was not included in our package while it was included in other package of thomas cook. Why such a difference, did we incurred more cost by staying Daksum instead of Gulmarg like the other groups ?
8. On return day, I was sent with my group to airport early though my flight time was later. I had to wait 3 hrs in airport for no reason. Why Thomas Cook could not arrange the Delhi flight people can go separately than Mumbai flight, they could have easily formed the group and arrange for transport like it was done on the 1st day. This shows how mismanaged the tour managers are.
9. Since most of the hotel was of Paradise Group, we found the same dinner Menu in all places. You should take extra care that we are getting some variety. Any simple request for my 4 yr old kid of plain dal and over boiled rice was not taken care anywhere.
10. What was the job of the Tour Managers. I found them only briefing the next day plan, most of the time they were not available to listen to our complains. They lack the personal touch I had experience in my previous tours.
As you see the Tour was completely mismanaged from Day 1. I felt the tour managers do not know how to meticulously plan each and every task. Why in the world I have to complain on all the above points when I was supposed to enjoy the trip. Instead everyday I landed up calling the tour managers complaining which completely ruined my mood and interest to carry on this tour.
These are the few takeways from the trip which charges 34000/ and claims to be the best of the lot .I claim a 40% refund for the reasons quoted above. Please escalate this feedback to the correct channel in Thomas Cook. I will appreciate if you can update me on the refund process/status.
The feedback will be posted in social media too so that other common people don't get conned by reputed tour companies like you.
Note:- I am a repeat customer of Thomas Cook. My first trip was to Egypt in 2014 with this company where I had the most memorable experience of my life. I did not found a single reason to complain on that trip which was awesomely managed, and I do appreciate Mr. Nikhil who was our tour manager for his personal touch in all our requests . For the very same reason, I had booked my current Kashmir Package blindly. What I did not realize is that Thomas Cook maintains different quality standard in international and domestic tours.
Thanks,
Ayan
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