I booked a flight which was cancelled due to Volcanic Ash with FlyThomasCook through an agent called Vacation Travel. When the flight was first cancelled I was promised a refund within 7 - 10 days. After two weeks they contacted me again and said I would get the refund within another 2 weeks. Then when nothing happened I contacted them again....and was promised a refund within a further 2 weeks. The latest excuse is that Thomas Cook was unable to do a BACS payment to Vacation Travel due to the fact that their credit card details had expired. (Obviously no-one at Thomas Cook knows how to use a phone or email and request new details). Therefore they said they were raising a cheque which would take up to 14 days to be delivered to Vacation Travel. (Apparently Thomas Cook cannot afford first class stamps!). Now they are saying that it will take up to 30 days to send this cheque. This would bring the wait up to 11 weeks after the flight was cancelled. I realise they have hundreds (perhaps thousands) of payments to process but I also know that they are taking hundreds of new bookings every day and they are not taking 3 months to process these.....on the contrary they expect immediate payment by credit card when booking. If they expect us to do this - they should be able to do the same!

[Senior Moderator's note: moved from a thread in the Accor forum to Travel Buzz for the mods there to decide where it might best go. And Andreaat62, welcome to FlyerTalk!]