A dream family holiday turned into a nightmare for one group of travellers after Thomas Cook messed up their booking.
Annette Musgrove, from Cramlington, Northumberland, was horrified when she discovered her brood were booked on to different flights following a trip to Disneyland Paris.
As a result of the blunder, she was forced to fork out £2,500 on top of the £7,500 she’d already paid for the trip so everyone could be sat together. This was especially important, she said, as two of the passengers were aged three and four.
Travel [email protected] Annette Musgrove and her family, including four grandchildren, planned and booked the magical holiday to Disneyland in Paris at Thomas Cook’s Metrocentre branch
Recalling the chain of events, Annette, said: ‘We only realised when we were on our way to the airport – it was the two youngest girls who are just three and four years old – they had been put on a different flight with their uncle and his friend.
‘Two young lads with two little ones and their mother was on a different flight, it was not on.’
After frantically trying to resolve the situation with AirFrance and Thomas Cook, the family were forced to book five additional seats on a plane to Newcastle.
They managed to snag the last seats on the plane for the four members of the family who had missed their earlier flight and the mother of the two little girls.
Treasured memories: Annette said her family had a great time at Disneyland but the trip was ruined by the flight mix-up
Annette said the booking mishap was especially upsetting as she was travelling with younger members of the family
Annette, who booked her holiday via Thomas Cook’s Metrocentre branch, said: ‘It was horrible, so stressful, it really ruined the end of the trip.
‘The trip was supposed to be a big family treat, we’ve had a bad year and wanted to get away together and be with the little ones. We we’re all so excited.
‘They loved it, it was just so amazing, the kids had a brilliant time with all the characters but it was hard coming back to this.
‘We used a travel agent because it was such a big group, you’d think they were used to things like this.’
Thomas Cook offered to refund to the family the money they spent on flights
The family complained to Thomas Cook as soon as they arrived back in the UK, but claim the holiday firm told them they were ‘awaiting a response from Disney’ before they could do anything.
When contacted by ChronicleLive, Thomas Cook offered to refund to the family the money they spent on flights.
A spokesperson for the firm said: ‘We are extremely sorry for the issues Ms Musgrove and her party experienced flying home and we acknowledge that an administrative error was made.
‘Our team are making contact with Ms Musgrove to apologise and to issue a refund for the additional flights she purchased so her party could fly home together.
‘We will also be offering a gesture of goodwill for the inconvenience caused.’