Text of letter dated 17th
May 2008 from Customer Relations
and my response HOME
Text of letter from Thomas Cook ated 17th May 2008
Thank you for your letter dated 30 April 2008.
From reading your correspondence, it would appear that there has been some confusion
over our previous communications, therefore, I would like to offer some clarity.
We received your letter dated 13th March, which had your correspondence attached
dated 8th February, when you requested my confirmation that our Directors Office
and the staff in our Tonbridge store had received a copy of my reply. It was
at this point that I advised you that a copy had been forwarded to both destinations.
I can clarify, however, that both our Directors Office and Thomas Cook in Tonbridge
have received copies of your complaint.
In your letter, you have asked for details of the Chartered Institute of Arbitrators
Scheme. I would highlight, that I am unable to provide this information, however,
ABTA are our regulatory body and should you wish to take this matter through
them, their contact details are: -
Association of British Travel Agents
68-71 Newman Street
London
W1T3AH
To close, I would like to thank you for taking the time and trouble to contact
us and I hope that we may continue to be of assistance to you in the near future.
My reply dated 22nd May 2008
22nd May 2008
Thomas Cook Signature
Customer Relations
2 - 4 Godwin Street
Bradford,
BD1 2ST
For the attention of (withheld)
Customer Relations Executive
Re:- 13840762/66021394
Dear (withheld),
I acknowledge receipt of you letter dated 17th May (received 22nd May).
I fear that your clarification has created more confusion than elucidation.
You state in your above letter that yours of 22nd March confirmed that your Tonbridge branch and Directors Office had received copies of your (Thomas Cook's) reply to me. If you read your letter dated 22nd March 2008 you will see that it doesn't say that at all! What it does do is confirm that your Tonbridge Branch and your Director's Office had received copies of MY letter. I do notice that you do say in the above letter that both Tonbridge and the Directors have received a copy of Thomas Cook's reply to me.
Now this is a further oddity, because you may be amazed to know that Tonbridge have never received a copy! I spoke to them recently and they have not got said letter from you. This is yet another missing missive … how many is it now? Perhaps you would be kind enough to send a copy to them … they are waiting for it, and will be happy to advise me when it has been received. It does make me wonder whether your Director's have received their copy … however, for the sake of getting down to brass tacks, I will assume that they have. If not they can refer to the website. I will now, (hopefully within 2 weeks), respond to your ill-considered, pathetic and patronising reply of 16th January 2008.
Further fascination has been caused by your last paragraph.
You state that you are unable to provide details of the Chartered Institute
of Arbitrators, and that I must contact ABTA direct for such information. You
are obviously patently unaware of your own terms and conditions. I refer you
to page 30 of your publication "Thomas Cook Tours", "The original
tour expert" where it specifically states:-
"We aim to sort out all complaints ourselves, but if this is not possible
your complaint can be considered under a scheme devised by the Association of
British Travel Agents and administered by the Chartered Institute of Arbitrators.
We will give you details of this scheme if you ask".
(If you can't find a copy, I have a spare which I will be happy to send to you).
As I have already asked you for said details in my letter of 30th April 2008,
please be kind enough to forward same by return post. My nine months period
for claiming ends in July.
Yours faithfully,
David Parker
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