Thomas Cook is holding our refund

By DAILY MAIL REPORTER
Updated: 06:43 EST, 4 August 2008

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False promises: Thomas Cook offered a refund but refused to act on its goodwill offer

At the last minute we were told our spring holiday flight to Tenerife from Teesside airport was full. It had been booked through Thomascookfly.com. Thomas Cook offered us the alternative of flying from Newcastle airport, at a different flight time, but stressed that if this was unsuitable, we would be given a full refund.

We declined the offer, and the next day, April 24, I applied for the full refund of our tickets which had cost £438.

I am still waiting for it. My local Citizens' Advice Bureau has sent three letters to Thomas Cook on my behalf. In June, Thomas Cook promised I would have a total refund with seven to ten days, but it was the same story.

My wife and I are in our late 70s and have been advised to go to the small claims court procedure to get our money back. Can you help?

H.L., Hartlepool.

Margaret Stone, the Mail's Money Doctor replies: When Thomas Cook over-booked the flight it had to inconvenience you with a change of flight and airport. So it rightly offered a full refund if the new arrangements weren't suitable.

So far, so good - but then it wasted all that goodwill by failing to act on its own promises.

This is another example of no one, particularly in the inappropriately named 'customer services' departments, bothering to listen to a customer who has a genuine complaint or query relating to the service they have received.

Following my call to Thomas Cook, your refund 'was processed as a matter of urgency' and the cheque should now be with you.

The company has apologised for the upset and inconvenience, and is also sending a £100 voucher as a gesture of goodwill.

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