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Neilson have just cancelled our ski holiday - fishy?

 Poster: A snowHead
Poster: A snowHead
Just had an email from Neilson cancelling our holiday to Hinterglemm in January Evil or Very Mad . Apparently, it's all Thomas Cook's fault.

Quote:
Since Thomas Cook ceased trading last week, we have had to make a number of changes to the flights for our winter holidays.


Except we were on Jet2 flights. Checked the flight numbers and they're still going and still showing availability. Awaiting a full explanation but, meanwhile, anyone have any thoughts?
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Bummer. At least you have a bit of time to sort an alternative.

Are they still advertising the same accommodation?
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 Well, the person's real but it's just a made up name, see?
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Neilson no longer belongs to TC. As I recall it was sold to a private equity investor. But perhaps some of the accommodation arrangements were still tied in with TC. Strange that Neilson have cancelled and not offered you an alternative.
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TC were massive in the air charter business and theiur failure as well as that of Monarch Airlines last year has dramatically reducued the amount of available aircraft for the package holiday industry
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@Scarlet, they're not going to Salbach/Hinerglemm at all now, (at least not that week, haven't checked other dates). Both hotel and flights are still available but they've just cancelled and blamed Thomas Cook! That's what bugs me. Hotel, the Alpine Palace, my favourite ski hotel ever, is twice the price booked independently so that's a no go. I am soooooo cross!

@dickiedann, yes but why would that affect us? We were already booked on Jet2 and they still have availability?
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@maggi, perhaps Neilson have a mix of contracted and optional accommodation and have prioritised allocated flights to bookings on contracted (rather than optioned) accom?
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@maggi, you aren't having much luck with your holidays.
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@maggi, annoying that it’s so expensive. There are lots of nice hotels in Austria, so maybe take the same flight if you can and book something else yourself? Still might struggle with the price though, I guess. Do jet2holidays do skiing in Austria, or are they summer only?

@under a new name, that’s what I was wondering. Maybe @maggi is one of only a small number of bookings, or a small number with the Jet2 flight, and they’ve just pulled the plug on the lot.
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@maggi, I would definitely be having a word with trading standards- sound very fishy!
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@maggi, What a bummer! Sad Perhaps take up Nicky J's suggestion of a word with trading standards?
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@maggi, Thomas cook.de and .be both use that hotel, bet neilson was tied into their contracts?
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Thanks everyone. I'm sure it has something to do with profits or losses somewhere and they're looking for someone to blame. Hoping for more clarity* when they reply.

@Zorrac, why would that be? They're separate companies and have been for years?

*Ah, clarity! Anyone else notice that every time a politician says, "Let me be clear", in the middle of the waffle there's a big, fat lie. Maybe it's true with holiday companies? We shall see.
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@maggi, Neilson only seem to be offering very limited hotels in St Anton or Mayrhofen now. Puzzled

I had similar issue with them about 5 years ago. They cancelled our family holiday hotel about 4pm, 22 Dec when we were scheduled to fly out 8am, 23 Dec. They blamed hotel overbooking.
They offered an inferior alternative both in terms of resort and hotel. I, justifiably I think, made a fuss and played hardball. They relented and moved us to a different resort, better in the circumstances, but in a much superior hotel, at their expense.

I think that would be my approach now, though obviously you have more lead time to sort something out compared with what I had. Negotiate and play on their reputation, rather than rely on your rights strictly according to consumer law initially.
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 You know it makes sense.
You know it makes sense.
@maggi,
Quote:

Ah, clarity! Anyone else notice that every time a politician says, "Let me be clear", in the middle of the waffle there's a big, fat lie. Maybe it's true with holiday companies? We shall see.

Yes, 'let me be clear' or 'I've been absolutely clear' are the buzz phrases recently.

Never mind that they're absolutely WRONG or have made a BALLS UP of it, as long as they're clear Mad Mad
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@maggi, I would not be surprised if Neilson had an arrangement that purchased rooms from the thomas cook group subsids. My parents hotel (not in Austria I may add) many years ago had a large tour operator who was allowed to do the same thing with a small number of small specialist operators.
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PeakyB wrote:
I think that would be my approach now, though obviously you have more lead time to sort something out compared with what I had. Negotiate and play on their reputation, rather than rely on your rights strictly according to consumer law initially.


^ +1
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Obviously A snowHead isn't a real person
This is worrying! I'm waiting for confirmation of what is going on with our trip. We are going to the Dolomites but flying into Innsbruck from Gatwick....well were until TC.....

When I spoke to them at the weekend, they assured me suitable flights were being arranged.
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 Well, the person's real but it's just a made up name, see?
Well, the person's real but it's just a made up name, see?
So checking the website they are now only offering our holiday with flights from Birmingham only.....

They will be recieving a phone call in the morning. We really have our heart set on where we have booked and have always had good experiences with Neilson.
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@Fridge03, probably still worth waiting. I can see why they wouldn’t be selling any new holidays when they haven’t secured new flights but doesn’t mean they aren’t actively trying to find seats for existing bookings
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Quote:
We really have our heart set on where we have booked
But aren't you saying that you can still go Puzzled - albeit from Brum? Or is your heart set on LGW too?
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Could be hotel rooms bought from TC or many other things. Lot's of angry people will be surfacing as holidays get ruined. But as long as you get your money back you should be able to find something else magical to do instead.
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"Could be hotel rooms bought from TC …" this is most likely, or a link left over from when they were owned by TC
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maggi wrote:
. Hoping for more clarity* when they reply
.


I'd ring them up and keep repeating the point that the jet2 flights and hotel are still available and what are they going to do about it as booking now would cost you a lot more, politely but firmly.
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I’d just book the Jet2 flights and also the hotel direct, I don’t see why you’d want to book through a T/O, ok it might be cheaper but I’d rather be in control rather than at the whim of some 3rd party. Once my trips are booked I forget about them and know they’re going to happen, might pay a bit more but I prefer to know it’s sorted.
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I’d just book the Jet2 flights and also the hotel direct, I don’t see why you’d want to book through a T/O, ok it might be cheaper but I’d rather be in control rather than at the whim of some 3rd party. Once my trips are booked I forget about them and know they’re going to happen, might pay a bit more but I prefer to know it’s sorted.
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@Markymark29, I think @maggi said that the hotel is quite a lot more expensive booked direct than through Neilson?
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since you have them blaming Thomas Cooks & Flights, I would play hardball with that & tell them your flights are Jet2
My guess is Jet2 have increased prices & they have dropped a ball cock.

They have to offer an alternative or better at no cost or offer a refund. I think that choice is up to you (they are prob. trying to get out paying for the Jet2 flight).
Contact ABTA/ATOL
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@Hells Bells, ....then find another would be my advice in that case if it’s an issue. T/o’s drive prices down and the hotels don’t get what they are due - I’d much rather pay my €’s knowing it’s going to the locals and their happy staff rather than Tui etc Directors bonuses.
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 You know it makes sense.
You know it makes sense.
I agree with Mr.Egg I think Jet2 have hiked up their prices or dropped flights due to more demand elsewhere. We were flying with Neilson with Jet2 which is now with Flybe, not a problem but curious to know why flights and destination airport were altered when supposedly with an unaffected company.
Hope you get some answers and somewhere sorted.
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 Otherwise you'll just go on seeing the one name:
Otherwise you'll just go on seeing the one name:
Sounds like they're in trouble.
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Whitegold wrote:
Sounds like they're in trouble.


Who? Neilson?
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So received communication from Neilson today.

We are now flying with Jet2. Still into Innsbruck, virtually the same times. The only change, we are now going from Stansted rather than Gatwick. Bit of a pain but not the end of the world. Just happy to still be going on our trip to the lovely Dolomites!
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Well, the person's real but it's just a made up name, see?
Are there no Snowheads who work for Neilson who might have real knowledge of the situation?
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@Fridge03, sounds like a reasonable outcome from a difficult situation. Let’s hope they can achieve similar for all.
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People commenting about Jet2 flights going up in price are barking up the wrong tree. If it was originally Jet2 flights Neilson would have booked them already, not be taking a holiday booking and sorting the flights after. It doesn't work in that way.
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lambert wrote:
Are there no Snowheads who work for Neilson who might have real knowledge of the situation?


To be fair to Neilson, I think that they have been handling the situation pretty good so far. I know that's easy for me to say now that I know my holiday is still going ahead (albeit with some changes) and I wouldn't be saying that had the opposite happened.

But when I've rang them, they have answered promptly. Emails I've received replies back in a timely manner. They have given me as much information as possible and not passed me from pillar to post.

I'm basing this on the mess I had to wade through with BA recently with the strikes in September. Days without replies, confusion when I did actually speak to someone. Had to chase 3 times for refunds etc.
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Won't the answer be that whilst the OP was on Jet2 others going to the resort/hotel were on TC flights. Flights cancelled, majority of Neilson guests no longer able to go, no longer viable to take hotel, rooms cancelled, ergo holiday cancelled despite Jet2 flights still available.

So (maybe) linked to TC collapse as stated.

Though imo Neilsen should have a duty to honour the booking they have taken, it's a contact after all, though I imagine therein lies the problem as it will be written into the actual contract that they can pull the rug.
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Markymark29 wrote:
I’d just book the Jet2 flights and also the hotel direct, I don’t see why you’d want to book through a T/O, ok it might be cheaper but I’d rather be in control rather than at the whim of some 3rd party. Once my trips are booked I forget about them and know they’re going to happen, might pay a bit more but I prefer to know it’s sorted.


Not entirely bullet proof though is it. Hotels can go bust just like TO's, and I've more than once had an email from Ryanair, Jet2 or Easyjet telling me they have changed a flight. Last one was a couple of weeks ago when Ryanair emailed to say they'ld moved a flight from lunchtime Sunday to 6am Monday! Clearly we took the refund instead, but then had to go sort an alternative.
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Update. Now had a reply from Neilson.
Quote:
Unfortunately the impact of losing Thomas Cook flights has meant we have had to review our whole winter programme. Regrettably we have had to remove some destinations as a result of this, one of those being Hinterglemm.


So basically, not enough customers going to Salbach/Hinterglemm for them to make money. And yes, according to their T&Cs they can just cancel us with no penalty, other than offer a refund, even thought they've had our money for months (early booking discount). Off course, that doesn't work the other way round Evil or Very Mad .

My son and his girlfriend were also booked with Neilson. He did have Thomas Cook flights and it was us, initially, that was sympathising with him! He has now heard that his holiday to St Anton is going ahead because Nielson have secured flights with, you've guessed it, Jet2 rolling eyes . They, however, are staying, not in an independent hotel but in a Neilson chalet hotel, which is, I guess, where the plot thickens. Major losses if they don't get guests to their own hotels/chalets so stuff the rest of us who want to go to resorts where there are none.

Legally, we don't have a leg to stand on but it stinks.
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@maggi, come visit us in Ski Amadé instead. Jet2 flights from EMA. Accommodation chez flangesax. You know it makes sense... snowHead
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