I'm not surprised Thomas Cook have gone under

[Burningcheeks]

Their service was shambolic. I actually got up & walked out mid-booking because they gave me no confidence at all. The staff didn't know their arse from their elbow. I was trying to book one of their packages to the Monaco Grand Prix & it was costing thousands. They were making a complete balls of it. If that was happening on the shop floor I wonder what else was happening higher up? I feel very sorry for all those let down & the enormous number of ensuing job losses.

What an inconsiderate thread. There a thousands of people affected by this news today, employees wondering how they'll pay rent/mortgage, will they even get this months pay? And now they have to listen to opinions like this about their levels of skill. Maybe you were a crap customer OP - those happen too.
Not forgetting all those people who have lost holidays, weddings or are stranded abroad.
One bad experience doesn't mean all employees were bad or deserve this. The Grand Prix was only a few weeks ago, maybe the employee who served you was distracted by the threat of today, its been rumbling for a while now.

Obviously I feel bad for the employees but I am amazed that people still use travel agents at all.

We went with TC the last 2 years, because they did a direct flight, whereas the alternative was to fly to the capital city and then get another flight on the country’s flag carrier - it would have taken all day, instead of a few hours!

I feel sorry for all those made redundant, and the hotels with unpaid bills - they probably got really screwed down on price anyway!

It has gone bust due to large debts it has had for years when it bought Mytravel etc. Bad business model with CEO etc expanding holiday side of business when the airline side was the successful side.
MarthasGin awful position for you to be in - my DH is in the same position. He went in yesterday to get his own personal tools. Been told to go to a meeting later today but currently online looking at jobs

It managed to see off the other national chains, such as Lunn Poly, AT Mays, Going Places, Co-Op etc and managed to be "last man standing" on the High Street

Dunno which high street you're on Kazzy but I still have a Co-op travel agent in my high street.

It seems so TheCanterburyWhales doesn't it.

You have to be a really self-centred arsehole to conclude that a company went bust because you received poor service from them once.

Not really. If one customer's experience is crap, chances are that it's not an isolated case. Not only will that customer not go back, but neither will others who've had poor experience, and they'll all be telling their family and friends to avoid too, so it's a cumulative effect.

For any business, success is all about keeping the customers they have - and to that, they need to provide good customer service. That's the way to build a good customer base providing regular repeat business. Keeping existing customers is a lot cheaper and easier than forever trying to market for new customers.

There a thousands of people affected by this news today, employees wondering how they'll pay rent/mortgage, will they even get this months pay?

When these national chains took over the High Street, killing off hundreds of independent travel agents, did the staff feel sorry for all the others made redundant or who lost their businesses?

I went into a large TC store a couple of years ago to book a few days in a large European city. A really basic request, but nobody in the whole store had any knowledge of the destination. They were very nice and as helpful as they could be with zero knowledge but it was a big factor in me not ever going back there. Customers need these places for professional guidance but when none is available, you might just as well do your own internet research. I’ve had the same in TUI and actually was so put off by the person’s total lack of really basic knowledge that I made an excuse to politely leave in the middle of the booking. Staffing needs to be carefully managed and planned so that between those on duty, they have a lot of expertise.

It is a shame because it could have been a great service.

When these national chains took over the High Street, killing off hundreds of independent travel agents, did the staff feel sorry for all the others made redundant or who lost their businesses

What so you think they deserve it @Kazzyhoward 🙄🤦🏻‍♀️

They were not the reason for the demise of independents.

When these national chains took over the High Street, killing off hundreds of independent travel agents, did the staff feel sorry for all the others made redundant or who lost their businesses?

I should imagine way before the time of most employees!
Some appalling attitudes.

I'm confused. Atol protection means that they should provide and pick up the bill for repatriation ( like an insurance company) but apparently the government and the good ole taxpayer is picking up the bill, will ATOL be refunding the government ?

I know people need to repatriated and quickly too but I hate how a big business can go bust and even the so called insurance/protection scheme isn't fit for purpose and the government end up paying. Someone upthread said that holidays would cost more if the cost of the real protection needed was factored in, perhaps they should cost more.

Very sad for all those losing their jobs due to the elite in the company's incompetence (who I bet won't end up struggling on UC or hoking around for zero hours MW work anytime soon)

I have booked two holidays with them in the last three years and they were really excellent. I have booked holidays online for years but due to health issues that I developed it was much easier and I felt reassured with them sorting everything out, You can organise stuff like this direct with hotels and I have but timezones and language barriers can be an issue.

I've also used them several times in the past and had nothing but good service.

They have went bust because they couldn't cover their costs. Forex had a big impact, a competitive market, demand, a change in the way people book trips. They didn't go out of business because they were "shit".

This thread feels purposefully spiteful. 22000 people are losing their jobs. 160000 people are stranded, a million more have lost their holidays, inc honeymoons and weddings. No need to post a thread saying "well I'm not surprised as they were shit"

Atol doesn't cover flights only.

You have to be a really self-centred arsehole to conclude that a company went bust because you received poor service from them once

I doubt the Op is just going off her one experience to come to that conclusion so many people I know, myself included have had terrible service in one way or another from TC. It’s no big secret that they weren’t brilliant for their service!

Saying that this thread probably isn’t the best idea given what’s happened and how many people are affected from their collapse. It’s very sad all round, for those whose holiday will be cancelled but obviously more for those losing their jobs today.

I’d rather direct my ire at the chief executive and senior executive at Thomas Cook

One man who earns a bonus in the millions for a company that has failed and left thousands stranded?

Yet people bleat on about the staff who work in their shops who would earn but a fraction.

Priorities people.

We flew to Corfu with them this summer and I thought the service was excellent. The staff were extremely courteous, helpful and understanding, we had a screaming baby with us and dd got a bit nervous on the landing. They did all they could to help.

I flew to Vegas on one of their crappy planes. In 11 hours we got 2 drinks that we had to pay for a shit meal . The seat were unbearable. I'm not surprised they went down . Flew to Costa Rica with Thomson (Tui) and that was fantastic. Great planes , great in house service . Thomas Cook are shit

Sadly Brexit and the resulting fall in the pound was the final nail in the coffin for TC as it will be for other U.K. companies that are struggling to survive.

It’s very sad for the staff involved and I feel for them, I really do. Becoming insolvent isn’t always the end of a company - they can get sold on as a going concern - but the fact that TC have stopped trading with immediate effect does mean it’s almost certainly the end of the road. Either there isn’t the money in the business to keep it going a day longer or the business is so dire that there’s no point throwing good money after bad. Either way up, there’s a human cost.

But, aside from that, OP makes a good point. Their customer service wasn’t always all that - in fact sometimes it was bloody awful - and when people only have small amounts of precious money and time they don’t want their holidays ruined by bad service. Throw into the mix a combination of those with a bit more money to spend taking it elsewhere (there are many ‘boutique’ travel agents doing well, plus true bigger luxury brands like Kuoni), people being willing and able to travel independently, and package holidays being less popular (rightly or wrongly they are often seen as mass tourism at ‘Brits Abroad’ resorts with indifferent food, dodgy reps and tourist traps) and you’ve got a business on its knees.

I’m not surprised but I am sorry for those affected.

(the, not true!)

Booking online is great until it goes wrong and your left with no protection and out of pocket.

Not the case at all. If you book online with a credit card, that affords you a certain amount of protection under Section 75. Even debit cards may reimburse under the chargeback scheme if the service you received wasn't as described. Add to that laws around compensation if the flight is delayed / cancelled, and decent travel insurance that covers more than the bare minimum, and you can end up with near-watertight protection. We once booked a budget transatlantic flight online that was so badly delayed that we were eligible for the maximum amount of compensation. This was more than the original cost of the flights and the profit was enough to pay for a short European break later in the year 🤷🏼‍♀️ There's loads of protection out there if a holiday goes wrong; you just have to do your research to find it.

My local one is run by a guy who is a great manager and was very helpful to us. In contrast, the women who has worked there over 20 years was crap when booking my sons 6th year holiday, all she wanted to talk about was her daughter and where she went. She got names wrong and didn't email any follow-up details she promised us. She's still there years later, I see her sitting at a desk whenever I walk by.
She put me off booking with them again.

Such a shame what has happened! A long standing establishment and in my eyes, a iconic airlines used by most brits!

I recently flew with them- plane was very new and clean. Left on time. Couldn’t fault them to be fair.

Ryanair on the other hand- budget, late and simple