Booked the holiday with Co-Operative Travel on the high street. Was informed the holiday tour operator was Co-Operative Travel themselves. When we arrived in resort all the usual paperwork you recieve was from Co-Operative Travel. All the info in the hotel regarding flights/pick up times was under the heading of Co-Operative Travel. When we attended the welcome meeting the representative said she worked for Cosmos/Monarch. The flights were run by Monarch. Resort transfers run by Orlando Tours.
We had a 4 hour delay outbound and a 26 hour delay inbound. We had trouble with the travel agent themselves. The rep would not answer her phone and the office number she gave us would not answer. And the transfers were stupidly late, not that it mattered in the end!
So who do I complain to? I'm completely confused as to who is responsible for my holiday. My thoughts were to write a letter detailing everything I felt was wrong and send it to each party concerned. But that could just lead to each one thinking they aren't responsible and passing the buck?
Any help would be appreciated. I'm not one for complaining but feel I have no choice in this case.
Personally I'd start with the Co-op. Was there anything wrong with the holiday apart from the flight delay? If it's a flight delay you are claiming for then you'll probably go through your insurance for the 26hr delay. Were you given any refreshments etc due to delay?
Not really looking for compensation or any claims to be honest. I did have to purchase a couple of meals when we really shouldn't have had to and I did end up binning quite a lot of items we were told to remove from our cases, but I doubt I'll get anywhere with that. Just wanting to highlight the problems we had and at least get an apology from someone.
There were numerous things wrong ranging from the way we were treated by the travel agent, the delays, the transfers, the lack of information from Monarch, etc.. etc.. etc..
Basically it seems like each and every part of the holiday was dealt with by a different company and we encountered a problem with each part. I just assumed that with it being a package holiday there would be one company I could write to and leave it with them. I just couldn't figure out who that actually was!
Thanks for your reply.
There were numerous things wrong ranging from the way we were treated by the travel agent, the delays, the transfers, the lack of information from Monarch, etc.. etc.. etc..
Basically it seems like each and every part of the holiday was dealt with by a different company and we encountered a problem with each part. I just assumed that with it being a package holiday there would be one company I could write to and leave it with them. I just couldn't figure out who that actually was!
Thanks for your reply.
Sorry forgot to answer your other question - we were given a night in a hotel with 2 meals and a voucher for the airport. It was more the organisation of the whole thing I had a problem with.
My insurance covers me for £20 per every 12 hours delay. With a £35 excess. So hardly worth the effort. And on top of that I'd have to get proof from Swissport Manchester, which I completely forgot to ask for at the airport.
My insurance covers me for £20 per every 12 hours delay. With a £35 excess. So hardly worth the effort. And on top of that I'd have to get proof from Swissport Manchester, which I completely forgot to ask for at the airport.
You may not have to pay an excess on a delay claim. However you will need proof which you should have been given at the departure airport without having to ask for it.
luci
luci
why did you have to remove stuff from your case?
I'm guessing this was a Cosmos holiday branded as Co-Op Travel (and Orlando were just a bus company they hired). I can see your point about wanting to put on record your thoughts about poor organisation, I'd go with the same letter to head office of both Co-op and Cosmos since you're not looking for compensation. But keep it short and simple as the never get read properly and they will start with the assumption that your are claiming and go on the defensive if they don't get the message.
I'm guessing this was a Cosmos holiday branded as Co-Op Travel (and Orlando were just a bus company they hired). I can see your point about wanting to put on record your thoughts about poor organisation, I'd go with the same letter to head office of both Co-op and Cosmos since you're not looking for compensation. But keep it short and simple as the never get read properly and they will start with the assumption that your are claiming and go on the defensive if they don't get the message.
I probably worded that post wrong. We didn't "have" to remove anything, but we were told to take anything we'd need for an overnight stay in Florida. As you can imagine you don't want to be out in the blazing hot sun all day and sleeping in the same clothes you'd be travelling in the next day, so you'd need a few toiletries.
Speaking to people on the coach they assumed we'd be given a little bit of flexibility when we got back to the airport regards what we could take through security, but that wasn't the case.
I can obviously see why we weren't allowed to take them back through security but if someone had said "whatever you take out will have to be left behind" then it wouldn't have caused any problems as such.
Luci - I have a letter from check in at Sanford but it says the flight will be leaving at 1pm the following day, when it actually left at closer to 4pm. So it doesn't detail the full delay.
Anyway, thanks for all the replies. I'm a little clearer now on what to do so shall be sorting it out over the next day or so.
Speaking to people on the coach they assumed we'd be given a little bit of flexibility when we got back to the airport regards what we could take through security, but that wasn't the case.
I can obviously see why we weren't allowed to take them back through security but if someone had said "whatever you take out will have to be left behind" then it wouldn't have caused any problems as such.
Luci - I have a letter from check in at Sanford but it says the flight will be leaving at 1pm the following day, when it actually left at closer to 4pm. So it doesn't detail the full delay.
Anyway, thanks for all the replies. I'm a little clearer now on what to do so shall be sorting it out over the next day or so.
Please let us know how you get on Wigdean & good luck 
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