Help - Thomas Cook /Onur Air

[dragon]

Our original flights were booked with Thomas Cook and they've transferred us to Onur Air. We need to contact them but TC are not being helpful at all. After numerous phone calls and emails they told us to contact Onur air on their own website even though our booking was with them. We have sent emails to the address listed on the website under 'information' but no contact from them either. Any suggestions from anyone?

[Bigdaddydawg]

I would go back to T.C. and be very firm with them. Ask for the name of the person you are speaking with and make a note of it. If you can't get anywhere with them ask to speak to a manager or supervisor, always ask for their names as it puts them right on the spot and you're more likely to get a positive answer.
If you have to you should follow up the phone call with an e mail, if you can get someone to give you an address.
Good luck Dragon.

[andyjp]

i am flying in june and had the same with thomas cook they changed my flight to onur air,i also needed some questions answered and found their customer service line useless,in the end i contacted the t/c shop i booked with and they sorted things for me.
was there something particular that you needed to know that maybe i can answer?

[marjorie arnold]

I don't know what email address you used for thomas cook, but after days of phoning I contacted a shop and they gave me [email protected] I contacted them and they replied quickly and efficiently. I don't know what is going on there but clearly they have major problems.When we booked in feb to go in May they blamed updating their computers, I booked again last week to go in August and they are still giving the same excuse. They kept referring me to their web site but that could not answer my question, an email to the above again did. You have booked with them and it is their responsibility to answer your questions, they took your money.

[dragon]

Finally hit a brick wall with Thomas Cook. After phoning a long list of telephone numbers apparently there is only one for Fly Thomas Cook. It rings for ages and ages whilst the music is one song only 'what a wonderful world' on a link over and over again. This isn't too bad for the first 30 minutes but then it starts to become annoying. It is quite an achievement when you get a voice on the other end of the phone as you usually get cut off. Because Thomas Cook cancelled the flight and put Onur Air on instead they cannot make any arrangements at all and we have to apparently contact Onur Air direct.

I've gone through the whole thing of the contract being with them and not Onur Air but they say that they only have an email address and one telephone number which we have to use ourselves to contact Onur Air. I contacted their Head Office and logged a formal complaint and that as far as it's gone so far. The level of service from them is abysmal and I even mentioned to one man I spoke to that if he was wise he'd look for a job elsewhere as this company is definitely going down the plughole. I was surprised by the answer which was that he wouldn't book with them and he worked in their Customer Services! Says it all really.

The next stage is Consumer Direct which is a part of the Office of Fair Trading and see what they have to say.
It could have been worse though as if the emergency shareholders meeting they held yesterday hadn't gone the way they wanted they would have gone bust even though they had the money from the banks and should have been ok until next April.

[jeffg]

i contacted TC with a query in which i enquired abiut a nuber of issues this is the response
Unfortunately as you are not flying with Thomas Cook airlines, I am unable to answer your queries.
The flight is operated by Onur Air.
You will need to contact them to see if they can pre book your seatsfor you.
The thomas cook shop which you booked with may be able to do this on
your behalf, and they will also be able to look into how much yourluggage allowance is.

Kind regards,

Samantha
Pre travel admin
I then replied with
I have to say i find it very strange that you cant answer my query, I
booked my holiday with your company irrespective of the aircraft
provider , I would have thought you would have some useful information
you could provided me with. I have to say i am dissapointed as you seem
to be washing your hands of the situation we find ourselves in.
We have booked many holidays with Thomas Cook in the past and found the
service they have provided to be first class, that is until the airline
provider has changed from Thomas Cook to Onur Air, we feel that due to
the attitude of your company our future holidays will be booked through
a different provider.

And the final nail in TC's coffin is this reply

Although the flights have been booked with us, it is going with a
different airline. As we do not operate the aircraft we are unable to
help with regarding booking extras, api etc for this flight, this will
all be done on the day of travel. We can only help with Thomas Cdook
fligts.

I am sorry that this post is so long , but i had to keep stopping to let the red mist clear, whatever happens see you all on the 22nd

[dragon]

Same here jeff. I didn't contact Consumer Direct today as I'm still seething, perhaps I'll be ok tomorrow and I intend to get them to follow up the case as I feel pretty sure that as our contract is with Thomas Cook it is their responsibility. This has already dragged on for a month and we are not having answers to our emails with Onur Air either. As we go in a few weeks we haven't got the time for Consumer Direct to resolve the matter so I suppose we'll have to ring Onur Air direct and the office we need to ring is in Antalya apparently. Just hope that they will deal with it by phone better than they deal with their emails.

If what we've experienced so far is typical of TC customer service then they deserve to go under. From what I've read online in the past few days there are an awful lot of unhappy customers who say that they will never book with them again.

[jeffg]

To be fair to TC this is the first real problem we have had witn them , and we have booked Florida hols with them on many occasions mainly because a personel friend of ours works for them and she has always sorted out some benefits, but will be seriously cpnsidering other providers now