Association Professionnelle de Solidarité du Tourisme Review

I contacted this association for a file in progress for 4 months, no precise answer, it is necessary to wait without any explanation ....

Hello,

We flew to Mauritius on September 22, 2019 with the agency Thomas Cook. On the night of September 22 to 23, 2019 Thomas Cook publicly announced his bankruptcy, but we were already on the plane. It was then impossible to cancel our trip.

Once arrived, we had several choices: go home and see all the costs incurred for this trip fly away or pay the sum of 2800 with the certainty of being reimbursed by your association. We have therefore chosen to pay 2,800 more.

Back in France on October 04, 2019, we have sent all the supporting documents by registered mail with no response from you to date. We then tried to contact you several times. We confronted different interlocutors who had different speeches: "you will be reimbursed at the start of 2020", then "you have to wait like everyone else, there are too many people", then "March 2020" and for finishing last week we learned that we would be reimbursed "not before 2021".

Beyond the different discourses, we came up against unprofessional interlocutors who sometimes lacked patience in the face of our dismay.

To date, we are expecting a child. This money was intended to prepare for the baby s arrival and provide him with a comfortable life. Today, we hear that we are not alone, but when are we going to recover this money? We are expecting a return with clear measurements and a specific deadline.
Thank you for your interest in our complaint.

To this day after having taken all the necessary steps for the reimbursement, I have had no feedback from them, it has been exactly 5 months today that I am still awaiting a reimbursement, I will now bring in my lawyer to finally speed up the procedures which are too late. I will also appeal to the 50 million consumers.
Mrs Candaux

very unpleasant telephone reception: no listening, a sharp tone and when I say "goodbye madam", no response from her and hangs up on me. Result: more stress. 1 star because forced.

File dating from November 2019 following the bankruptcy of Thomas Cook.
Deplorable contact on the phone at the beginning of the year where I am quickly dispatched by being told to wait.
Today, my file simply does not exist despite the sending of the pieces by registered mail. I have to start all over again, how serious!
Processing this time extremely fast since 30 minutes later, I have a negative response. I will not be reimbursed my deposit of 1,700 ... Hope gives way to sadness, no empathy on the part of my interlocutor and again a quick shipment: and thank you goodbye.
I understand that Ms. must be overwhelmed but if she does not like customer contact, other professions could welcome her.

It has been over a year since I sent a file to APST for reimbursement, following the bankruptcy of THOMAS COOK. After a new request for referral of digitized file in April, since more news. Several unanswered emails

No empathy and above all no response! I still don't know if we are going to Costa Rica at the beginning of February following the purchase in September of a Plein Vent trip in a Thomas Cook integrated agency not included. The APST is my only contact! And yet no response to my various emails, no possibility of having a manager online so that my file can be studied and above all no way of knowing how and in what order the next departures are processed. It is lamentable, we have been taken hostage since September without giving us an answer or a deadline. The interlocutors are unpleasant and confused, they do not have access to the files ...

STA file - Following the receipt of my debt notice by the liquidator, I have been sending emails to APST since the beginning of January but without response. The phone does not even ring and no response to the follow-up email.
If the files are in progress, why no one answers at least to inform of the follow-up.

My file concerns Thomas Cook France: 6 months later, catastrophic management of the file: I am written to ask me for documents which have already been transmitted and I am asked to declare a debt which has already been declared to an organization, which does not more, does not respond and is impossible to reach. During a first telephone call, I was unable to give me any information and I was suggested to send my request by email to a given email address. 1 month later, having had no response, I raised by email and by phone today: Reception just as unpleasant and contemptuous: "We don't have that to do, we have more than 500 emails, I don't can give you no information, you just have to wait, anyway you will not be reimbursed this year, etc ... "Limit, it is our fault!
I understand that the procedure can be long but the people who answer the phone should be trained for this and show more humanity and less contempt. An effort could be made to at least try to answer the questions people are asking. We are facing a wall!

File opened with the APST following the failure of ThomasCook. Hazardous management of my file, 8 months after sending all the supporting documents I receive an email informing me of the closure of my file. Supposedly the TO Fram confirmed to the APST that my trip went well. Obviously wrong, because I had to leave with the company XL Airways which stopped all its flights 1 month before my trip. You say I haven't traveled, prove it to me. Since May no news despite the many reminders with proof by email and LRAR. I did not try the switchboard in view of the comments I will not have received an answer.

10 months that my file is open and no answer on the admissibility and the processing time ... It is more than lamentable ... Thank you for responding to the emails sent to let me know the progress of my reimbursement request.

An APST telephone counselor just hung up on me! Disrespectful and contemptuous behavior.

It is already very disappointing to learn in the press of the bankruptcy of THOMAS COOK group when the agency THOMAS COOK of ILLKIRCH sold us a JET TOUR circuit two days before!

It is even more so to note the contempt of this APST advisor and the lack of response from the group to registered letters from duped customers.

The telephone reception is systematically deplorable: rude, confused and downright condescending. It's been 2 months that my emails have remained without news and as soon as we ask by phone to make an update on our file or to have news we have the right: "we do not have only that to do" "it is however not complicated to understand
I still think that the APST has a minimum of communication to do in its mission. I am not asking for an answer on the purpose of my file, but at least if the file has been received or within what time frame I can expect it to be processed.
A little humanity in your welcome and your services in the face of people's concerns seems to me the minimum. I wish you never find yourself in the situation where you (or at least your telephone reception) leave people.

We finally went on a cruise as planned and everything went well, thank you for your help.