Ocean Village Cruise
Posted: 11 Aug 2009, 23:05Recently back from an Ocean Village Cruise on 30th July booked via Virgin Holidays. Very satisfactory and enjoyable cruise would highly recommend it. Unfortunately Virgins choice of airline i.e. Thomas Cook Airways was absolutely appalling. Our return flight was delayed some four hours, which initially was ok since we were left on board ship. Arriving at Hereklion airport we were given 'complimentary' snack (bagette and fizzy drink). As we were boarding all passengers had a letter shoved into our hands informing us Thomas Cook were unable to take us home and we were flying Air Finland instead (see their website only 3 aircraft and one of them is permanently sublet).
Although this aircraft (very old Boeing) maybe certified to fly it was the oldest bone shaker we had ever flown in!
The air Finland staff were nice enough although they didnt seem to have a clue what was going on and apart from serving disgusting food and having the cheek to still charge for beverages. The Air Finland staff did apologise for having to charge for drinks so clearly Thomas Cook had directed they should. the cabin staff totally detached themselves from the passengers. The front toilet was quickly out of action. the plane was freezing cold and by this time it was very late, many children on board (including ours) all tired and cold. No blankets were available and no pillows.
Generally the plane was in poor state of disrepair, stained carpets and seats, tape holding some of the arm rests together.
the 2 members of staff from Thomas Cook who were on the plane remained aloof and detached throughout offering no apology or explanation.
The icing on the cake was when we arrived at baggage reclaim shortly after 12 midnight we then waited almost 3 hours to collect our luggage. It would appear that Thomas Cook had either not bothered to inform Service Air that 3 of their flights were arriving late or that they wouldn't pay for extra baggage staff at that time of night. Can anybody shed light on this? Although BAA and Service Air came to talk to the by now very irate passengers, nobody from Thomas Cook bothered to show their faces.
Would be interested to know if Virgin Holidays have discussed contingency plans with Thomas Cook in events of this nature and do they know whats going on? Will be writing to Virgin Holidays as our contract is with them. Would appreciate to know if there is a named person we should contact rather than just Customer Services.
Although this aircraft (very old Boeing) maybe certified to fly it was the oldest bone shaker we had ever flown in!
The air Finland staff were nice enough although they didnt seem to have a clue what was going on and apart from serving disgusting food and having the cheek to still charge for beverages. The Air Finland staff did apologise for having to charge for drinks so clearly Thomas Cook had directed they should. the cabin staff totally detached themselves from the passengers. The front toilet was quickly out of action. the plane was freezing cold and by this time it was very late, many children on board (including ours) all tired and cold. No blankets were available and no pillows.
Generally the plane was in poor state of disrepair, stained carpets and seats, tape holding some of the arm rests together.
the 2 members of staff from Thomas Cook who were on the plane remained aloof and detached throughout offering no apology or explanation.
The icing on the cake was when we arrived at baggage reclaim shortly after 12 midnight we then waited almost 3 hours to collect our luggage. It would appear that Thomas Cook had either not bothered to inform Service Air that 3 of their flights were arriving late or that they wouldn't pay for extra baggage staff at that time of night. Can anybody shed light on this? Although BAA and Service Air came to talk to the by now very irate passengers, nobody from Thomas Cook bothered to show their faces.
Would be interested to know if Virgin Holidays have discussed contingency plans with Thomas Cook in events of this nature and do they know whats going on? Will be writing to Virgin Holidays as our contract is with them. Would appreciate to know if there is a named person we should contact rather than just Customer Services.