Angry pensioner's dispute with travel agent over cruise mix-up
A PENSIONER has been left disappointed after he received tickets for a cruise around France – when he believed he had booked one for Italy.
Alan Millar, 69, who lives in Fishponds Road, booked the "cruise-and-stay holiday" through Thomas Cook at The Mall in Cribbs Causeway.
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Alan Millar from Eastville who booked a cruise around Italy and ended up with a cruise around France Picture: Chas Breton BRCB20120511C-002
He and his friend Bill Shelldrake visited the travel agent in February to discuss a holiday with one of the representatives there.
Mr Millar claims he went through various options with the agent, who recommended a cruise to Naples and Rome.
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Having never seen this part of Italy Mr Millar was pleased to sign an agreement and put down an £800 deposit for the £1,400 holiday.
He claims the travel agent brought him the form, having already circled the price of the holiday in the Thomas Cook brochure.
But when Mr Millar received his tickets on Saturday, May 5 he was startled to find that the details referred to a cruise off the coast of France.
It does visit the Italian port of La Spezia so that holidaymakers can visit Florence, but does not sail to Naples or Rome.
Instead it docks at Corsica, Barcelona, and Toulon and Cannes in France.
When Mr Millar went back to Thomas Cook to complain he claims that the travel agent who had originally asked him to sign the form disputed that there had been a mistake.
"He kept saying that we had spoken about this cruise that stops in France, but I had my friend with me and we both swear that this was never discussed," he said.
"If that cruise was spoken about then why did the travel agent only write on the brochure page for the Naples and Rome cruise?
"It doesn't make any sense at all. I was so looking forward to visiting this part of Italy and had saved up for this two week holiday. Thomas Cook has refused to correct the error and won't give me any money back.
"I'm going to have to go on this other cruise but it's not the one I booked."
A spokeswoman for Thomas Cook said: "We pride ourselves on the expert advice provided in each of our stores, so we're sorry that Mr Millar believed he had booked a different type of cruise- and-stay holiday.
"We urge all customers to carefully check the written confirmation that is sent to them and to make contact with us if they have any concerns.
"Regrettably, Mr Millar did not contact us when his documentation originally arrived and at this late stage it is not possible to adjust his booking, as the other cruise is now fully booked."
Comments
by Jduck
Tuesday, May 15 2012, 12:29AM
“This is unsurprising given the general standard of customer service in Britain. Mr Miller, persist with your complaining and you will eventually get an apology and some compensation for the fiasco caused. I really wish retailers, whether selling goods or services would take some responsibility for their shabby customer service. The customer is (almost) always right. Even if the customer is wrong, its generally something that could have been avoided if the sales staff knew what the heck they were doing! Sort it out Thomas Cook.
To those who think Mr Miller should have been more vigilant...get real, he is 69 and was trying to book, probably a well deserved holiday. The whole point of these sort of companies is that they are meant to make the whole experience easy breezey! Otherwise he would just have booked the damned thing direct!
I would be swamping Thomas Cook with my complaints on his behalf if this poor chap was a relation of mine. In fact, if you want to give me further facts I'll happily write a poignant letter for you Mr Miller!
If I was you I'de probably refuse to go on the cruise (make it very clear why and put it in writing to head office), and demand to talk to their management, if they give you hassel just let them continue their naff customer service giving you even more reason to complain. Keep demanding for a manager to resolve it. Eventually you will have the cruise you paid for and some compensaion to boot. Do not give up...you are the customer, you have paid for customer service!”
by torysarecool
Monday, May 14 2012, 12:38PM
“This is disgusting. I hope he takes this all the way to the ECJ.”
by GREASYRON
Monday, May 14 2012, 12:15PM
“I had a similar disappointment recently. I bought what i thought was a chicken tikka slice from Greggs but when I got it home I realised to my horror that it had sultanas in it. I mean, that's coronation chicken isn't it? I hate coronation chicken.”
by DockLobster
Monday, May 14 2012, 11:43AM
“How can it be a trip around France when it only visits the South?”
by katachua
Monday, May 14 2012, 11:34AM
“So if I book a holiday in Blackpool with Thomas Cook and the documentation they send me specifies Ulan Bator in the small print at the bottom of Page 3 then it's my fault?”
by lolly60
Monday, May 14 2012, 11:18AM
“Why didnt he get in touch with them stright away and not leave it to the last minute ,maybe they could have sorted it out then .”
by dcbbramwell
Monday, May 14 2012, 10:49AM
“Not surprised about Thomas Cook, they once forgot to book my suite in Tenerife even though I had all the paperwork etc and hotel couldn't accommodate us so had to make own arrangements and then it took 3 months to get some money back - will never use them again!”