Thomas Cook — Print all in new window tho160529: bizzare cruize holiday to singapore

Address:	Mumbai City, Maharashtra
Website:	www.thomascook.in

Dear Thomas Cook Team,

This mail is to inform you about the terrible service that your company has organised for the holiday booked by my parents, N K Mehta and Anubhuti Mehta.

We had booked an all inclusive package with Thomas Cook hoping that we will not have to do anything but enjoy the trip, but thanks to the wonderful planning by your team the following incidents took place:

1. Initial itinerary was booked for 27th May 2016 even though Thomas Cook was well aware that my father is an Indian Air Force officer and requires permission from Ministry of Defense to travel out of country. After writing multiple mails the booking was changed to 28th May 2016 however from the beginning we had made it clear that nothing before 29th May 2016 will be acceptable. Still they adjusted and took the flight.

2. The new flights booked for travel were with a layover at Kuala Lumpur. Why? When there are so many flights direct from New Delhi to Singapore why was a flight with layover booked?

3. As per the new itinerary (PFA) the pickup from the airport is scheduled at 1330 hrs from the airport to the cruise. However if you check the cruise ticket (PFA) 1330 is the last time to check in to the ship. WOW isn't that perfect? I mean no consideration for the travel time.

4. No contact details were shared. The least you could have done is shared the contact details of the driver for pickup and/or the vehicle details. Even Ola & Uber share the details of the driver and vehicle in advance because it helps in locating the driver and vehicle. That isn't for fun you see.
Just one emergency number was given which no one answered even after multiple calls. Screenshot attached.

5. No address for the Cruise port mentioned anywhere. Why was it impossible to share the boarding location for the cruise by your company? I'm sure boarding location doesn't change every day. So your team knew it way in advance. When my parents had to take a cab they were not aware where to go, causing additional delay in reaching the destination.

6. As far as my personal interaction with Mr Anirudha Sisodia, the behaviour was extremely rude. Your company failed to provide any sort of communication details to us on time still somehow he managed to put the blame entirely on my parents. Seriously 10/10 for CRM. That's how you talk to a worried son whose parents are in a new country with non existent "experts" from Thomas Cook.
This does not even include the way he misbehaved with my father. Not answering calls, denying help during web check-in etc are just the starters.

7. The Hotel booked in Singapore is just below standards. Paying 2 Lakh rupees gets you such a hotel room? Find the photo attached of the bathroom. Even my hostel room was bigger than that room. Learn something from makemytrip if you can't do it on your own.


Well now this has crossed all limits of tolerance. So as a last warning or chance whatever you may call it I am writing this mail with the following demands:

1. New Cruise itinerary be booked and with all details by handed over to my parents in Singapore. Make sure it is either the same or a better room than the one for which they have paid.

2. A new and much better hotel be booked for my parents. A hotel below 3/4 star will not be acceptable. Inform me the name of the hotel before booking, I will verify and approve.

3. Return ticket be changed and DIRECT flight be booked to New Delhi.

Revert with a solution within 24 hours, and in case you can not do the same let me know. I will myself book the return tickets and the rest will be taken care of by the Police and the Consumer forum.

Extremely unhappy and disgusted customer,

Nitigya Mehta,
Manager, Bharti Axa Life Insurance.
Mob: [protected], [protected]