A friend of mine had a pretty harrowing experience with Thomas Cook recently when she inquired for a ticket to Europe, and the agent went ahead and booked the ticket for her without a visa confirmation, and later professed inability to refund more than 50% of her money saying the ticket couldn't be cancelled now without a significant cancellation charge.
Thankfully, when she complained to the manager and threatened legal action in the consumer court, not only did TC agree to refund 100%, but more importantly, sent an apology letter, and a rose, hand delivered to her in office.
Every one makes mistakes, it's the way you recover that matters. Kudos to TC for a great job!
Now, if only ICICI Lombard was listening!
ps: It was pretty heartening to see ICICI Bank take cognizance of Aditya's complaint on my earlier blog post... must say, there's still some hope left!
1 comment:
Few corrections..
The company that screwed up was CSK Tours and Travels.
Not your fault Siddhesh, but I found out recently that they didn't actually work for Thomas Cook.
However, it is important to notice that when I wrote a complaint letter to Thomas Cook, they got in touch with CSK Tours and Travels (a Gold Certified Partner of Thomas Cook)in order to help out.
CSK Tours refunded my cash today - a day before the promised date :)
Like you said - it's all about recovery :)
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