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“Mis-advised on more than one occasion”

written by Domas on 10/07/2013

Two prices quoted for the same holiday, given wrong advice as to what the difference was in price and for what! One price was for Villa and the other for main complex,(£90.00 difference),we opted for the Villa, but was advised by loveholidays.com that this was for an upgrade on the flight so didn't bother to book upgrade. Untrue. Told by Thomas Cook 95 days before departure that upgrade should have been requested at the time of booking! and as such all upgrade seats were gone.(At Gatwick though we were offered upgrade seats whilst waiting to check-in for £99.00 pp.)Thomas Cook representative said that loveholidays.com had been advised of this change in 90 day rule policy over a year before.We requested assistance direct with Thomas Cook Airlines at Gatwick as required on loveholidays.com's booking form but were advised by them that our booking agent, loveholidays.com, should have done that for us! Overall we had a great holiday in Cuba but it was marred by bad handling of our booking and the worst 9hr(x2) flight(s) we have ever been on and we have flown on over 12hr flights before. Great legroom but no bottom space, the seats are too narrow.That's why we wanted the upgrade. In a nutshell, great holiday, pity about the booking of it. If going on holiday to Cuba and want wider seats, upgrade when you book!