Thomas Cook make a true cock-up with customer service

12 August 2015

rooster-1372458-1280x960Everyone makes mistakes, and the joy of today's social media-obsessed society is now everyone can learn about everyone else's mistakes quick as a flash. And that's just what has happened to a poor unfortunate at Thomas Cook who accidentally transferred a customer to a live sex line. Oops.

Wide-eyed and innocent, 19 year old Lauren Baker had called the holiday company to check her booking for her upcoming trip to Amsterdam. Unfortunately instead of transferring Lauren’s call to ‘flexible trips’, the call was instead connected with a sex chat line. Fortunately, Lauren had the social-media inspired presence of mind to put the call on loudspeaker, and Lauren’s boyfriend Matt, was quick to video the experience, which was later shared on Facebook.

On the recording, a woman can be heard saying: “Well you’re a lucky boy today then, aren’t you?” to which a man replies: “I think all my dreams have come true.”. The conversation continued in such a smutty vein for around 45 seconds. Which is roughly how long it takes.

However, unusually for today’s grumbly society, Lauren and Matt were not outraged at the shocking treatment they had received, and they didn’t demand compensation for the damage to their delicate sensitivities. In fact they found it amusing:

“We couldn’t believe our ears. I realised straight away what it was,” Baker said. “I was so shocked, I didn’t know what was going on - I thought it was maybe some kind of practical joke at first,” said Lauren.  “I was really confused, both of us were. It’s a bit weird, but quite funny.”

Lauren called Thomas Cook again the following day where a manager told her the operator had mistakenly dialled 0844 instead of 0800 and said it was a ‘genuine error’.

Thomas Cook did amend the couple’s booking for them free of charge, but failed to see the funny side of their accidental cock up. In fact, they seemed quite put out at suggestions that this was part of a ‘virtual reality’ experience to give callers destined for Amsterdam a taste of what might be to come. Figuratively speaking.

A Thomas Cook spokesperson said: “Thomas Cook always seeks to innovate with a view to providing a quality experience across the holiday journey, and offers its customers the opportunity to ‘try before they buy’ in many instances. From expert retail agents offering personal recommendations to our use of varied technologies including online videos and Virtual Reality headsets in our travel shops, we are dedicated to ensuring our customers know what to expect from their preferred destination when choosing to travel with us.

“In this instance, the link-through to the sex chat line was caused by human error, and is in no way indicative of any desire on Thomas Cook’s part to reflect certain aspects of what customers might expect when travelling to Amsterdam.

“Thomas Cook would like to apologise to Ms Baker and Mr Geddes for any offence caused.”

Snigger.

TOPICS:   Social Media   Travel

1 comment

  • Ian
    The explanation from Thomas Cook doesn't ring true. According to Ofcom's current Telephone Numbering Plan, adult entertainment services must use numbers starting 098. Some older services are also allowed to use numbers starting 0908 or 0909. These services do not use numbers starting 084 or 087.

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