My wife, five-month-old son and I flew to Turkey in May with Thomas Cook for a 10-day holiday â€“ our first trip away since having our first child.
Unfortunately, our bags failed to accompany us on our outbound trip, arriving 20 hours after we did at our hotel. Our son, at his age, needed a fair few changes of clothes and on top of this, the clothes we were all wearing on the journey out were suited for the UK’s cold, soggy spring rather than 30C heat.
We made a few purchases at the hotel shop for the three of us after waiting 16 hours for the bags, which I’m able to claim from my insurance.
However, while we were given paperwork to indicate our bags were not off-loaded with us at the airport, we were not provided with proof that they had been dispatched to the hotel as, when they arrived, they were left with reception without letting us know.
All of this has meant I haven’t been able to get my claim processed by the insurance company. I’ve asked Thomas Cook repeatedly for a copy of their records of the time at which the bag was dispatched from the aircraft in Dalaman and/or the time at which the bag arrived at the hotel â€“ but no response has been forthcoming. JS, London
It is not clear what went wrong, but Thomas Cook has now apologised and has managed to come up with the details you need for your insurance claim to go ahead. It has put this in writing to you. It has also provided you with a goodwill gesture in the form of a Â£50 travel voucher. You are happy with this.
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