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AIBU?

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Original poster

Thomas Cook, robbing b*stards!

82 replies

tillytoodles1 · 22/02/2019 18:45

My DH passed away after we'd booked holiday flights, so I offered it to my brother. TC want £100 admin charge per name change and another £47 as the seat prices have gone up.

OP posts:
eternalopt · 22/02/2019 21:24

*What is appalling about that?

I am sorry for your late husband but unfortunately they are not. They are a multi million pound business why would they change the rules for someones husband dying...*

Because it costs them nothing. Log onto a system and change the name. Takes seconds. It's a rip off in normal circumstances. In this situation, it's also heartless

eternalopt · 22/02/2019 21:25

*What is appalling about that?

I am sorry for your late husband but unfortunately they are not. They are a multi million pound business why would they change the rules for someones husband dying...*

Because it costs them nothing. Log onto a system and change the name. Takes seconds. It's a rip off in normal circumstances. In this situation, it's also heartless

kateandme · 22/02/2019 21:36

BrizzleMint best comment ever.we need to use this on every dickhead comment on here now :D

prettypossums · 22/02/2019 21:41

I had to cancel Lufthansa flights when a family member died. I had to provide a copy of the death certificate, but they refunded me in full very promptly, and were very nice about it.

m0therofdragons · 22/02/2019 21:43

I'm so sorry for you loss. Unfortunately this is what insurance is for. Holiday companies are not known for their compassion. They will have firm policies in place to follow in these circumstances (this doesn't mean I agree with their policies). I would escalate and hope you get a senior member of staff who will waive the admin charge.

BrizzleMint · 22/02/2019 21:44

BrizzleMint best comment ever.we need to use this on every dickhead comment on here now :D

Thank you Blush

Potcallingkettle · 22/02/2019 21:47

Check your bank account and your husband’s. If you have anything more than a basic account, chances are there is free travel insurance on it.

Boobiliboobiliboo · 22/02/2019 21:49

Because it costs them nothing. Log onto a system and change the name. Takes seconds. It's a rip off in normal circumstances. In this situation, it's also heartless

No. They have to pay for IT, software, networking, servers, staff, pensions, training, Internet, electricity, phone line......... to enable that change to be made. And if the flight prices have increased since booking they will charge that as well.

ContinuityError · 22/02/2019 21:50

Hate to say it, but a certain budget airline are much, much worse - when a family member died during her holiday they were appalling. Ripped up the return ticket in front of the bereaved husband and then charged him excess luggage for bring her belongings back.

AnneElliott · 22/02/2019 21:51

That's awful op. I agree publicity is probably the best way to get this sorted.

Terrible way to treat people who are bereaved.

Slippiepippie · 22/02/2019 21:55

I agree its awful and possibly doesnt cost them as much but it is a business and there are terms and conditions aswell as rules and regulations.

Unfortunately they probably thrive off unfortunate circumstances like this where people are losing out on holidays or similar because of the increased prices to change details.

Dungeondragon15 · 22/02/2019 22:02

No. They have to pay for IT, software, networking, servers, staff, pensions, training, Internet, electricity, phone line......... to enable that change to be made.

If the time taken to make a change is only a minute then the cost will be nothing like the price they are charging. They are not just recouping their costs, they are profiting out of someones misfortune.

Dungeondragon15 · 22/02/2019 22:04

I had to cancel Lufthansa flights when a family member died. I had to provide a copy of the death certificate, but they refunded me in full very promptly, and were very nice about it.

BA refunded me when MIL died too.

Boobiliboobiliboo · 22/02/2019 22:04

If the time taken to make a change is only a minute then the cost will be nothing like the price they are charging. They are not just recouping their costs, they are profiting out of someones misfortune.

Part of the charge is to discourage people from booking cheap holidays and then selling them on.

RedSippyCup · 22/02/2019 22:05

ContinuityError please tell me that was Ryanair because I already know they are bastards - I can only afford them or EasyJet!

OP im so sorry for your loss Flowers that's atrocious, and Thomas Cook are complete wankers. We were delayed mid flight a few years ago, but because (by their own reckoning, my sums were different) we were 7mins short of a 24 hour delay we were not able to get compensation for missing a day and a half of our 7 day holiday. (issue with arrival airport identified mid flight, 'act of god')
Not only did we not see the rep for the entire week as it was end of season so they were skiving off and not doing the advertised sessions to sell over priced day trips, but they didn't even bother to answer my multiple emails about the delay. I'm never travelling with them again. Ever. Wankers.

Ellie56 · 22/02/2019 22:07

@BrizzleMint

Grin Grin

Dungeondragon15 · 22/02/2019 22:08

Part of the charge is to discourage people from booking cheap holidays and then selling them on.

If that is the case then there is no good reason at all to charge the same fee in OPs case. As I said, BA refunded me when I sent them a copy of my MIL death certificate.

Jaxhog · 22/02/2019 22:17

I am so sorry about your dh, but this is what travel insurance is FOR. I am shocked at the number of people who see it as optional and then get upset when they have no protection when something goes wrong.

Sorry for your loss, but this really does emphasise the need for having travel insurance TC are a commercial organistion, and one in trouble right now. If TC are compassionate, who do you think will be paying for the change? TC won't, we will.

Boobiliboobiliboo · 22/02/2019 22:18

If that is the case then there is no good reason at all to charge the same fee in OPs case. As I said, BA refunded me when I sent them a copy of my MIL death certificate.

Legally, they are perfectly entitled to operate within their own terms and conditions.

Lifecraft · 22/02/2019 22:37

Whilst the OP has been thru an awful time, as others have said, this isn't a TC problem, it's a lack of travel insurance problem.

If the OP had travel insurance, she would have got a full refund from them, and wouldn't be complaining about TC at all.

And as for people saying what BA, Lufthansa etc did for them, they generally charge a lot more for tickets than TC. You can't expect caviar for the price of fish and chips.

ToPlanZ · 22/02/2019 23:21

Hi OP

I'm so sorry to hear Thomas Cook are treating you so badly. They could make an exception given your bereavement but they won't they're an awful company. i won't use them anymore . They left me and hundreds of other passengers stranded in an airport overnight. Every other airline got their passengers out or took them to hotel accommodation. Thomas cook's staff didn't even turn up until hours after the initial delay. One rep freely admitted they wouldn't provide the legal minimum because it would cost them too much.

I did get my money back, it was a struggle even though I was legally entitled to a refund. I was lied to and ignored repeatedly. I had to wage war on their Facebook page to get any movement out of them.

I haven't detailed how badly they behaved in detail as it would be an essay and I don't want to derail. Suffice to say I advise anyone thinking of booking with them not to.

callmeadoctor · 22/02/2019 23:25

Sadly, holiday insurance would have made sense.

jocktamsonsbairn · 22/02/2019 23:35

I am so sorry for your loss. TC are absolute bastards. I have just finally won some compensation from them after 18 months battling even though I had proof that what i had got was not what I had booked. Good luck and contact ABTA to help although it's all on line.
Years ago when I got divorced I honed Canvas holidays and explained the name change (xH for friend), they asked if I was ok, said there was no charge and they were refunding me £10 on my booking to get myself a bottle of wine on them for being brave enough to take 2 dc on holiday abroad by myself at such an emotional time!! (Friend was only coming for 4 days out of 14). I became aCanvas champion but would warn against TC.

Dungeondragon15 · 23/02/2019 09:43

Legally, they are perfectly entitled to operate within their own terms and conditions.

I don't think anyone is saying that they are behaving illegilly. It is a question of whether it is morally fair to profit out of someones misfortune. They will lose customers over this which they may not care about as perhaps they are going out of business anyway but it's not doing them any favours.

Boobiliboobiliboo · 23/02/2019 10:07

It is a question of whether it is morally fair to profit out of someones misfortune.

I’m sorry. They aren’t a charity. Death is a fact of life.

And the OP should have travel insurance, which would have covered it. She didn’t. Not Thomas cook’s fault.

We missed a cinema booking last weekend due to someone being taken ill. Non-refundable tickets so £50 gone.

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