Thomas Cook — service promised, charged but not provided

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

We, my husband and myself, bought a deluxe group tour package of 6 nights and 7 days for assam and meghalaya starting from 24th nov to 30 nov 2018 from thomas cook thru their website thinking its a big brand and we will have a good time but sorry to say its a crook company. We are feeling cheated. We were were clearly told that even if there are two passengers, an escort will be there because its a group tour. On reaching guwahati, we were assisted till shillong hotel check in only and after that we were at the mercy of the driver. No escort was provided.

On calling thomas cook, we were told that for 2 people they do not provide escort. It is not written anywhere on their site. However, later on we were able to get a confirmation mail from their marketing and sales head, that he checked the conversation recording and agent did promise the escort/representative even if only two people are there. Still for balance days they did not provide any escort.

The driver took us for a ride, since we were not aware of the area, he dropped us at a place at live root bridge, from where no one was going and we had to go down 650 meter instead of 450 meteres. Also at mawlynnong village also he dropped quite far from where we had to get down 50 odd stairs and then climb almost same number of steps. When we reached the village we found that till last point cars were parked.

Also drive made us parking fee, which was already included in the package cost. On confronting only, he agreed to pay.

Also drive made us pay parking fee, which was already included in the package cost. On confronting only, he agreed to pay.

We are both 58 plus, and we took the group tour so that we do not have to exert without any guidance in a hilly area. We kept requesting thomas cook, if they can not provide escort, they should bring us back to delhi as we did not want to continue, or provide services they charged for, but nothing was done.

Our hotel in shillong was not of deluxe category. Food, service all was very bad.

We have been charged for guide, deluxe hotel but not provided.

Also due to no escort, we have gone thru a lot of mental and physical harrassement.

We request you to kindly intervene and get us the refund of 25 k towards guide charges, difference between deluxe and non deluxe hotel charges (We were given alpine international an oyo property instead of deluxe hotel in shillong) also for the physical and mental harrassement got thru driver due to lack of escort.