Category Archives: Thomas Cook

It never rains, but it pours

Yes, given where I’ve just flown back from, you might have worked out what the song is tonight, for the last ‘double’ blog for a while. You might not guess who’s singing it, unless you look though. Thats right, not Albert Hammond!

Yesterday morning, I had a text (well actually they sent me 2, for some reason?) they moved my shuttle time forward by 15 minutes, because we folk who share shuttles tend to have to fit in with others in the area, to save them cost, which is fair enough. Anyway, irony, just as I’m about to shut down the laptop, pack it away, and get ready to go, the phone rang. Yes, you guessed it, the shuttle driver, saying it was actually back to the original time. Yes, stop laughing, there was a good reason, incident on the freeway, or so he told me.

Anyway, at the newly agreed time of 12.30, I’m stood outside, when the shuttle pulls up. That was when the fun started. He’d managed to get hold of me, and warn me, but had no joy with the other 2 he was meant to be picking up, phones not connecting or something, probably given the wrong number? Anyway, as we were heading off in the right direction, his phone rang. Yes, one of them was contacting him, to see where he was. Thing is, we went to the address he’d been given for her, not there. So now, he rang back, and she gave him a totally different address, thankfully not too far away. Even then, she couldnt tell him where she was, as she didnt know the name of the road she was on! We found her, eventually, so one to go…? No joy, no one at the address he had, so off we headed to the airport.

As we were getting close to the airport, his phone rang. Seemingly the woman we’d never found had rung them to find out where he was. Anyway, he got ‘ticked off’ for not telling them, but for whatever reason, he didnt seem to care too much, part of the job I guess? Finally, as he was dropping us off at the airport, he checked for his next job. Now whether this was just the luck of the draw, or someone at head office was feeling vindictive, but apparently it was 66 miles away from the Airport!

I booked in, and was directed to an escalator to get to the security gates. Fine, except when I get there, I get told no, and get directed to the other end of the building! After that, everything went fine, until this morning.

One of the beauties of premium economy flight, is that your case gets a priority tag, so should be one of the first on the baggage carousel at Manchester. Well…It doesnt appear, and when the dreaded sign, delivery completed, comes up, off I head to the rep’s desk, along with a few others, in similar position. However, just when I fear I’m not getting my case today, lo and behold, she finds a few cases that somehow missed the carousel, and were sat out the back. Yes, my case was one of them!

After that, and with the assistance of a lovely lady, with a mobile phone, I firstly warned the taxi driver about the delay, and then sorted out where to meet him. From there, journey home was straightforward, thank goodness.

Oh, one last thing. For September, I had noted that Expedia had a nice price for a Virgin Premium Economy flight into Boston, and back out of JFK was being offered a couple of weeks back. Of course, by the time I’ve got things sorted, back in the country, price has shot up £200! Thankfully, much to my surprise, and delight, Thomas Cook Airlines wasnt as basic as I expected, albeit I was in Premium Economy, but anyway…

To cut a long story short, they have flights to fit, and its about £150 cheaper than the economy Virgin price is now! I know, I’m hoping the leg room in economy is reasonable, but I’ll take my chance, especially as it will be a much shorter flight. In truth, the outbound flight is a better time too, but yes, only some of their flights have premium seats, and this wont be one of them! Ah well… It never rains, but it pours.

Which leads me to the video. Found this Barry Manilow version of said song, and actually, I think I prefer it!

It ain’t what you do…

…Its the way that you do it! Yes, tell me about it.

In truth, when it comes to receiving customer service, I’m probably more forgiving than most, because its an area I’ve worked in for much of my life. However, there are times, and people who even drive me to frustration, and yes, I met one on Friday.

The rule I’ve always applied personally, is, if in doubt, ask someone, and make sure you’re doing the right thing. It has led to moments when I’ve been 99.9% certain that I’m right, but still feel its better just to make sure, especially on critical matters. Anyway, on Friday…

Normally, when I have anything to do with foreign currency prepaid credit cards, I head to Thomas Cook, as I did on Friday. Their card does all I need, and the staff in Huddersfield know exactly what they’re doing, and you get smooth, professional service. To cut a long story short, I was over in Bradford on Friday, so I thought I’d get it done over there. Not a wise move!

I guess I should have taken the hint when the woman behind the counter was fighting a losing battle to put a currency order into the system, and asked me to wait while she sorted it out. As I now know, like a fool, I did! I should have walked out the door, there and then, but fine, hindsight is a wonderful thing.

I rather gathered she’d never had to issue, and activate a prepaid card before. So after a few minutes of trying to convince the system let her do it, she gave up, and asked for help. The snag was, the woman who she called for help had never done one either. So, instead of the 5 minutes I have spent in the past doing this, in Huddersfield, we were now up to 15 minutes, and no closer to getting it issued than when I had walked in!

Eventually they said they’d won the battle, and quoted me a dollar figure for the amount I was handing over. I misheard, or I would have said something because the figure they put through was ridiculously low. Yes, instead of giving me the sell rate, of around $1.20, they gave me the buy back rate about $1.11! But I only realized this after they’d handed me everything, including the receipt. After all that time (about 25 minutes), I wasnt inclined to start again, for about the sake of $4.50, as I was only putting a small amount on the card to get it active.

So, got it home, registered the card online. Yes, its showing up, but no, its not showing any balance! My suspicion, they havent confirmed something, or they’ve confused the system with the exchange rate they’ve used, or something? So now, on Tuesday, I’m going to have to go into Thomas Cook, in Huddersfield, on my day off, and get the whole matter sorted out. All because 2 people, who admitted they didnt know what they were doing, couldnt ask someone who did, or ask me to go to another branch where they would!

Yes, I’m glad thats not my regular branch! I’ll stick with Huddersfield in future!

The video, as so often, a clue in the blog title. An, err, interesting live vocals performance by a group of people who I suspect were more used to lip syncing!