Good luck with thomas cook garry ! I have complained to them about 2 recent incidents on holidays, both to do with their incompetant reps. Both years i got the exact same letter back, please give them time to look into it, then an apology that our holiday didnt meet their high standards. But no offer of compensation etc. just didnt want to know. With both letters being absolutley identicle, youd wonder if they even read the complaint.
Last year when we arrived our rep handed out our welcomepack on the bus then told us she wouldnt be going with us as there was no need, and off she went to another coach. It didnt matter to us as we have been before but there were first time visitors/travellers who were just getting dumped off at their hotels and looking a bit bewildered. I dont go near them at all, they are a waste of time, nice to you when they are trying to sell you their extortinate trips at the welcome meeting. First year on the island we asked about the mountain trip, think it was 60 euro per person ( 4 of us ) we were told we had to go by bus. when they heard we wanted to hire a car they were raelly doing the hard sell for avis, but luckily i had been on this forum and we got a car at a fraction of the price and drove to the mountain where it was on 8 euro each. big saving. The price they wanted for the one trip for 4 people would have almost hired our car for a month!!!!
As I say good luck, and hope you have more patients than I did with them...