Couple’s hitch glitch
Thomas Cook have apologised over a wedding mix-up
A HOLIDAY company has apologised after a wedding gaffe.
Thomas Cook accepted responsibility for almost ruining a holiday wedding – and then blaming the unhappy couple.
Reps said documentation for the ceremony was not right, leading to almost 36 hours of worry for Gary Halman and his bride Gosia.
But, after a stressful day and a half, when they thought they could only get a blessing, reps said the same documents were enough.
Now Gary and Gosia have received £500 compensation after asking us to take up their case.
Gary said: “We recently booked a wedding in Cyprus through Thomas Cook.
“But their wedding coordinator told us we could not get married and could only have a blessing.
“She said my Polish wife did not have the correct translation paperwork.
“We were totally stressed but a day later we presented the same documents again and this time they were accepted.”
Gary said Gosia’s divorce papers and consent to marry documentation were in Polish but the town hall, where the ceremony was due to take place, would have accepted them.
Thomas Cook now admit that the documents were acceptable.
But an earlier letter from the company to Gary blamed the couple and initially refused compensation.
It said: “I won’t be able to offer compensation for your experience.
This is because the wedding documentation that was provided to the wedding coordinator in the first instance was lacking the freedom to marry certificate which led to the delay in the wedding being able to go ahead.”
The letter made no reference to the blame laying with Thomas Cook. But it turned out that it was. We put Gary and Gosia’s complaint to Thomas Cook.
A spokeswoman admitted: “Unfortunately, due to human error, Mr Halman was incorrectly informed that his wedding paperwork was incomplete.
“This was quickly rectified in resort and the couple were able to go ahead with their wedding as planned.
“We have apologised and offered a gesture of goodwill for this oversight, which we’re pleased has been accepted.”
Thomas Cook contacted Gary after I asked them to get it sorted and made the offer of compensation.
The compensation, remember, which Thomas Cook had earlier said would not be paid because it was his fault!
Gary said: “Most people would give up when faced with a giant company like Thomas Cook.
“I almost gave up because it was too hard for me.
“But I decided to hand it over to Mr Justice and it was then that Thomas Cook paid out the compensation.
“At first they tried to fob me off with £375 but they changed it to £500 cash.”