Agent spends 14 hours trying to change a booking
An independent travel agent grew so frustrated waiting for a Thomas Cook representative to amend a booking that he tweeted the tour operator’s chief executive, Harriet Green, at her personal Twitter account.
Helder Lemos, who runs the family-owned agency Gallivant Travel in the UK, said he had wasted a total of 14 hours trying to change the booking. So he decided to go straight to the top.
To his surprise, at 06.15 the next morning he was tweeted back from the top woman herself, asking for his contact details and promising that someone would get back to him. However, later that day a Cook rep finally responded that they couldn’t amend the booking because the 70-day amendment period had just expired.
Lemos said he would now avoid booking with Thomas Cook, if only because getting support was so difficult. “It’s not worth the hassle, and I know we’re not the only ones,” he said.
Meanwhile, Thomas Cook is assuring agents that new dedicated telephone numbers for agents will be open from next week.