Topic: Thomson Holidays...Bunch of *****

[youtookmyname]

Went on holiday with the missus in June t'Egypt for two weeks. Had a great time apart from one of the trips we went on. It was advertised as a VIP boat cruise with BBQ and free beer etc. Now as I was diving for most of the time we thought it would be nice to spend a day together chilling on a boat being pampered and getting lashed while eating BBQ food courtesy of a butler. There was also supposed to be snorkelling included in the trip at amazing reefs.

The rep who sold it to us told us 'the booze will be flowing and there will be so much food you wont be able to finish it. There will be bbq steaks, shrimps, chicken etc,'. We were both well looking forward to it and off I popped doing my diving while she soaked up the rays.

Fast forward to the trip. We get on the boat and are immediately told no alcohol on board! The boat takes us down to the first reef.....which is in front of some of the other people on the boat's hotel and far from amazing!...and off we go snorkelling at the speed of light. Now luckily I am a well qualified PADI diver and a decent swimmer, but the dive guides bombed off at top speed giving us no time to really look at the reefs. This arl girl was on the trip and I ended up having to help her as she couldn't keep up with the pace of the swimming and was really struggling badly. This endurance test happened twice more before 'lunch' was served. Most guests decided to sack off the snorkelling as they were knackered from the first one.

Lunch was grilled fish and rice with a bit of limp looking salad. No BBQ in sight.

To cut a long story short, they conned us. No booze, no BBQ and the snorkelling was more like an endurance test. So naturally I wrote a letter of complaint wanting a refund. The slimy twats have written back to me today saying as I didn't report the complaint in resort I cannot have a refund.

I am livid. The reason I didn't report the complaint at the time was that I was so pissed off I would have twatted the rep if I had seen him. Now they are trying to wriggle out of it by saying no refunds because I didn't report it at the time.

So, avoid thomson, and if anyone can advise me on my next step....as I want that cash back, we paid £50 each, I would be grateful!

[Kez]

Do they have some sort of customer services line? Call that and explain that their reply isn't satisfactory and that you want to speak to someone senior. See where that gets you. If that doesn't work, try finding an HQ number or address and writing there? Oh, and tell them you'll write to Watchdog - does that still exist?

[Grobbelrevell]

Who did you write to?

Thats no doubt a standard response that the minians will have copied via template and then hoped you would give up.

Ive always found going higher up the hierarchy at each step usually helps. Id start by getting the head of customer services number and try them.

If you get no luck there either, find out who their superior is, and go direct to them and so on.

Gotta say i went to Sorento with Thompsons and found them to be unhelpful and very uninterested when i eventually had enough and complained about certain aspects of our hotel there.

Good luck anyway mate. Dont let em off the hook, thats no doubt what they are hoping for. Cant stand big companies like that that seem to think they can send you a template letter and just disgard you. Stinks mate.

[Kez]

Got to ask, which hotel were you in when you stayed in Sorrento?

[TheKid.]

Never been with Thomson but went to Cuba with Thomas Cook last year and were fucked around on a speedboat excursion (first of all the coach never turned up at our hotel, so they said oh you can do it another day, when exactly the same thing happened and a rep from another company had to pay for a taxi for us to get there!!).
We complained "in resort", and got fuck all back from it.  My girlfriend also complained when we got back, and again was fobbed off with a standard email reply.

Just been to Florida with Virgin, and can say that i think i'll be using them from now on - completely hitch free holiday, which really amazed me seeing as Florida is probably filled with the most potential hitches of any destination!!

[Grobbelrevell]

Got to ask, which hotel were you in when you stayed in Sorrento?

Grand Hotel Flora.

Apparently a 4*. Was nothing of the sort though. Their brochure was misleading and the rep didnt want to know if you had an issue with anything.

They had "ran out" of feedback forms when i asked for one before we left 

[youtookmyname]

I wrote to their customer services dept and got a letter back from a customer services advisor. The letter pissed me off no end as it completely skirted around any of the complaints I made. It basicly said other people have been on the tour and think it's great. My complaint was that it was falsely advertised.

I just checked my contract with them and it says in the 'our agreement' bit that I am supposed to report it in resort first as if I don't then they may not be able to deal with a complaint. So I might be fucked there.

Now I just rang up the number on the letter and got told to continue my complaint I have to write to them again. Pain in the arse but I am going to do it. I can also go to ABTA who can arbitrate on my behalf. However, ABTA charge 80 quid to arbitrate on the amount I am seeking so I would only get a few quid back by the time they have done their business....and that's if I win.

Either way, I am off work at the moment so have time on my hands. I will be penning a reply to them, and will also come up with as many other ways of wasting their time so even if I don't get my money back, I sufficiently waste their resources to the tune of £100 of man(or woman) hours

[Kez]

Grand Hotel Flora.

Apparently a 4*. Was nothing of the sort though. Their brochure was misleading and the rep didnt want to know if you had an issue with anything.

They had "ran out" of feedback forms when i asked for one before we left 

Have seen the Flora on many occasions and it's never appealed due to its roadside location.

[Grobbelrevell]

Have seen the Flora on many occasions and it's never appealed due to its roadside location.

Thats one of the things that i found misleading. The fact that it was directly opposite a petrol station and on the main road was not highlighted in the brochure when we booked.

Was a bit gutting when you saved up all year and were shown to a room that looked like it was decorated in the 60s with all its brass and then the balcony was overlooking the petrol station.

Actually asked to move to the other side that overlooked the pool and the receptionist just laughed and casually spat out. "No rooms left", which was bollocks as well.

I wasnt the only one not happy with the place either. Lost count of the amount of people that were complaining about it.

Thomsons seemed to forget that by putting their name to a hotel that is clearly not bothered about the interests of their guests reflects upon them.

[Marcus6]

I already do.

Anything that has / had links with Tottenham is to be avoided at all costs

[Grobbelrevell]

Send a letter to this address:
THOMSON TRAVEL GROUP (HOLDINGS) LIMITED
GREATER LONDON HOUSE
HAMPSTEAD ROAD
LONDON
NW1 7SD



In writing your letter of complaint you need to follow a few basic rules:
 
  1. Assemble all the facts in chronological order before you start the letter.

2. State the booking reference at the head of the letter.

3. Describe the nature of your complaint in detail, again in chronological order.

4. Make reference to the description of the holiday in the brochure, or any other pre-booking material, or statements made to you by the travel agent and make direct comparisons with what they actually delivered

5. Illustrate the points you are making by reference to photographs or other documentary evidence you may have acquired.

6. Describe any action you took or reports you made at the resort to any company representative. Give names whenever possible.

7. List any extra costs you may have incurred by direct consequence of the company failing to meet their obligations.

8. Make reference to any legal requirement of which you are aware, including the company's obligations under the Supply of Goods and Services Act etc.

9. Specify in positive terms the remedy you require. If you feel that the holiday was a total disaster due to the provable fault of the tour operator, demand compensation in a sum of money that reflects that situation. Do not demand ludicrous sums as it may harm your case if you later take legal action to recover.

10. DO NOT put your complaint in an e-mail to 'Tracey' on the help desk. With most tour operators, 'Tracey's' job is to lose it and get rid of you! She has a book of standard letters to send to people who complain and it is not usually until you have got past your fifth letter that Tracey has to put any original thought into her reply. Even assuming Tracey has passed school leaving age, she does not have the training or authority and is certainly not paid enough, to indulge in original thought.

11. DO discover the name and address of the highest placed person you can find in the company and address the letter to them. They will hate their staff for not heading you off sooner! Our useful addresses may help, if not follow the link from that page to Company's House, where a simple search will get you the registered address of the company. Then address the letter " For the Personal Attention of, The Chief Executive Officer"
12. ALWAYS send the letter by recorded delivery mail. The Head Honcho's secretary will then get it on her desk and have to do something meaningful with it. There are two other benefits: 1. you can later prove that they received it. 2. It sends the message that you mean business. It may cost a couple of pounds, but it is a very good investment.

13. Include copies (don't send originals) of any photographs, brochure descriptions, letters from the tour operator etc, that back up your case.

14. mention that you have spoken to Travelwatchdog who have shown an interest in your case.
 
Got this off the following site mate. Have a look its got some useful info on it. You can contact them as well and they may be able to offer some good advice.

http://www.badtravel.co.uk/Complaint%20Letters.htm

[Veinticinco de Mayo]

All tour operators rip you off.  You've got the web. Don't use them.

[JamesG L4]

From the off lie, tell them you did complain as soon as you got off the boat - then ask indignantly, 'Has MY complaint NOT been logged? What sort of operation do you people run?' etc

The rule when dealing with turds like this is to lie if they get you into a corner, if they ever call a customer a liar then secretly celebrate and ask to speak to the head honcho.

[Scally McBeal]

It seems to me that this is quite simply a contract which Thomson have breached - you contracted for one thing and experienced another altogether - and one that was worth considerably less money. I'd focus less on the snorkelling bit and more on the lack of alcohol and barbecue - things that you had contracted to buy and which they failed to provide.

It's less hassle for them to reimburse you than to keep fighting you about it. I am not sure I would lie about complaining when you were in the resort, but definitely make it clear that the terms of your contract with Thomson, as set out to you by the rep in the resort, were that there would be a bbq and booze and that these were not supplied.

I suspect that they are on legal thin ice with that "you must complain in the resort" thing. Casting my mind far back to law school, it may be a breach of the Unfair Terms in Consumer Contracts Regulations, although check that with someone who has studied it more recently than I have. Oh, and the mention of the Supply of Goods and Services Act is spot on. You could do worse than throw that into any conversation you have with them.

[bryanod]

My brother wasn't allowed on his flight home from heraklion with them last year cause he was only there an hour before the flihgt...he had 'slept in'...not blacked out as he tells my parents

Ended up in airport for few hours, plane to brum and very expensive flight home from there!

[Kez]

Thats one of the things that i found misleading. The fact that it was directly opposite a petrol station and on the main road was not highlighted in the brochure when we booked.

Was a bit gutting when you saved up all year and were shown to a room that looked like it was decorated in the 60s with all its brass and then the balcony was overlooking the petrol station.

Actually asked to move to the other side that overlooked the pool and the receptionist just laughed and casually spat out. "No rooms left", which was bollocks as well.

I wasnt the only one not happy with the place either. Lost count of the amount of people that were complaining about it.

Thomsons seemed to forget that by putting their name to a hotel that is clearly not bothered about the interests of their guests reflects upon them.

If it didn't say that the hotel was on a main road that's pretty poor on Thomson's part. Have had a quick look online and it says that it's "conveniently" located on the main road and all standard rooms overlook that road. As for your thing about the decor, that sort of old fashioned glamour with the highly polished floors, old arm chairs and wooden furniture is pretty standard for hotels in that area. The rooms look rather pokey though!

[Grobbelrevell]

If it didn't say that the hotel was on a main road that's pretty poor on Thomson's part. Have had a quick look online and it says that it's "conveniently" located on the main road and all standard rooms overlook that road. As for your thing about the decor, that sort of old fashioned glamour with the highly polished floors, old arm chairs and wooden furniture is pretty standard for hotels in that area. The rooms look rather pokey though!

Yea ive since seen that the website now mentions the road. It didnt at the time we booked though as there is no way i would have booked the place if it had.

Maybe they had other complaints and updated it, i dont know.

And yes the rooms were a bit pokey. Was ok if you had booked a 2 or 3 star, but to advertise this as a 4 star? Certainly not. Not a standard that i would class as 4 star anyway. Maybe thats the difference between ourselves and thomsons!

[blurred]

All tour operators rip you off.  You've got the web. Don't use them.

IS the right answer.

[youtookmyname]

IS the right answer.

This was booked online via thomson making a substantial saving. I did try to book the flight and hotel separately but it came to more than if I did it via them. Only reason I went to this specific place was because there are some world class dive sites nearby.

[youtookmyname]

It seems to me that this is quite simply a contract which Thomson have breached - you contracted for one thing and experienced another altogether - and one that was worth considerably less money. I'd focus less on the snorkelling bit and more on the lack of alcohol and barbecue - things that you had contracted to buy and which they failed to provide.

It's less hassle for them to reimburse you than to keep fighting you about it. I am not sure I would lie about complaining when you were in the resort, but definitely make it clear that the terms of your contract with Thomson, as set out to you by the rep in the resort, were that there would be a bbq and booze and that these were not supplied.

I suspect that they are on legal thin ice with that "you must complain in the resort" thing. Casting my mind far back to law school, it may be a breach of the Unfair Terms in Consumer Contracts Regulations, although check that with someone who has studied it more recently than I have. Oh, and the mention of the Supply of Goods and Services Act is spot on. You could do worse than throw that into any conversation you have with them.

great, thanks for this advice. Had a quick peep at the Unfair Terms in Consumer Contracts Regulations act and one clause in particular seems to stick out.

 (4.—(1)  In these Regulations, subject to paragraphs (2) and (3) below, "unfair term" means any term which contrary to the requirement of good faith causes a significant imbalance in the parties' rights and obligations under the contract to the detriment of the consumer.)

 By forcing me to log a complaint DURING my stay in resort it created a significant imbalance in my rights and obligations. For example, if the excursion was on the day prior to my departure I would not be able to complain. Further, the only available method of complaint was via a telephone line which would incur futher costs to me.

Will give that a whirl...

[Grobbelrevell]

This was booked online via thomson making a substantial saving. I did try to book the flight and hotel separately but it came to more than if I did it via them. Only reason I went to this specific place was because there are some world class dive sites nearby.

Exactly. People say book online and avoid agents. The vast majority of websites ARE agents sites. A lot of the ones that arent directly agents are affiliaries and thus links you to the agents indirectly.

Plus the few where you can go independant, as has been said, often you pay more for the privalege.

[youtookmyname]

Exactly. People say book online and avoid agents. The vast majority of websites ARE agents sites. A lot of the ones that arent directly agents are affiliaries and thus links you to the agents indirectly.

Plus the few where you can go independant, as has been said, often you pay more for the privalege.

It's fine when you are travelling in Europe to cities but in Africa it's a bit of a shit. If you have ever been to Dahab or Nuweiba you will know that it's a ballache to get to either place from the airports and not as simple as just booking a flight via easyjet and a hotel via laterooms.

[Something Else]

I had a similar problem with Thomas cook over an issue with a trip.

I complained in resort and was told it would be sorted once i got home by the UK hq and I neednt do anything as I would be contacted by them within 2 weeks of my return.

3 weeks after I got home I rung up and complained about not receiving any info from them, they knew nothing about it and told me it was a resort issue and they would have to wait for info from them.

A few phone calls later and a fair few arguements with the people on the other line I sent them a letter explaining the issue, the money I wanted back and that I had got that travel regu lation company, cant remember the name now. Anyway once this was done i got a phone call apologising for the problem and offering me what was only 25% of what I had paid, I told them to fuck off and explained the amount of money I had spent with the company in the last 3 years and that I would take it as far as I needed too.

Ended up gettin shed loads of holiday vouchers and a cash refund

Moral of the story, act as much of a TWAT as they do and you will get it back

[Emo Phillips]

You're getting your revenge by pointing out how shit they are.

Threaten a lot more bad word of mouth - they won't like that...

[Millie]

I complained to My Travel about an excursion a few years ago - I wrote directly to the CEO and I received a full refund for the trip and some compo on top for my trouble

[Grobbelrevell]

I complained to My Travel about an excursion a few years ago - I wrote directly to the CEO and I received a full refund for the trip and some compo on top for my trouble

Thats the key point that maakes a huge difference.

Deal with someone with the authority that can actually do something about your issue. Also with a person that actually CARES about your complaint.

[Veinticinco de Mayo]

That assumes that you believe that the CEO of MyTravel actually reads his/her own mail. In reality all such missives will be filtered out by a PA who will probably forward them to the complaints department. 

[youtookmyname]

found that the ceo is a Peter Rothwell, but not sure if he is based at the german address or at the luton one.

Any ideas?

[Grobbelrevell]

found that the ceo is a Peter Rothwell, but not sure if he is based at the german address or at the luton one.

Any ideas?

Just send two letters. One to each! 

[youtookmyname]

This is off in the post in the morning.....any advice?


I have just received a most unsatisfactory response to a letter of complaint dated 10th July 2007. I have enclosed a copy of my original complaint letter for your perusal.

The letter I received from your Customer Service Advisor failed to address any of the points I raised in my letter. Instead, I was reassured that ‘other customers found the same elements of the tour to be first class.’ Unfortunately, I am not one of those other customers and the tour was far from first class.

After spending well over a thousand pounds with Thomson Holidays I am greatly disappointed that despite my written complaint, no offer of a refund has been made and no explanation as to why the trip did not live up to its description has been provided. I booked the VIP Cruise & Snorkelling trip in good faith based upon the description of your resort representative and booking form. They both clearly stated that there would be a BBQ, flowing drinks and a butler service. This was not the case.

There was no BBQ, no flowing drinks and no butler service. This was described by both the Thomson Resort Representative and the accompanying literature, which I am still in possession of. Under the Sale of Goods Act 1979 traders must sell goods that are as described and of satisfactory quality. The goods were neither ‘as described nor satisfactory’. I am therefore entitled to a refund of my trip fees.

I would be grateful if you could arrange a refund of the total amount originally requested, £158, as soon as possible.

I look forward to hearing from you and to a resolution of this problem. . Please contact me at the above address or by phone on xxxxx  should you require further information to assist with my refund.

[youtookmyname]

Well, finally got the letter back from the MD's office.

It contains IDENTICAL paragraphs to their bog standard complaint response letter I got off the complaint monkey. Granted, there are a few paragraphs that are new but on the whole it is the same letter as I previously received.

They are still standing by the fact that because I didn't complain while in resort there is nothing I can do as in the booking contract it stipulates I must complain while in resort if I have a complaint.

Load of dog's cock if you ask me.

Where next then?

[eLVIScOSTELLO]

Magaluf?

[macc]

Just tell them you did complain in resort, but the rep told you he/she was unable to authorise a refnd so it would have to be put in writing when you got home.

[RedTerry]

A bunch of ***** maybe.

But those trolley dolly's, SWWWWWWWWWWWWEEEEEEEEEEEEEEEEETTTT

[Alf]

Having a nightmare with these about a complaint i made regarding our trip to Cancun last year. They keep trying to stop me tweeting them and getting me to email them instead. Not heard anything back about a complaint made on 28 December.

[wellred82]

I know it's the principle but who uses people like Thompson in this day and age? Surely better bargains to be had booking separately  flights and hotel online ect.


[You may have an iPhone but you are still using the free version of Tapatalk and spamming us with that knowledge]

[Alf]

I know it's the principle but who uses people like Thompson in this day and age? Surely better bargains to be had booking separately  flights and hotel online

[You may have an iPhone but you are still using the free version of Tapatalk and spamming us with that knowledge]

I've got a mate of mine who's very set in his ways with stuff like this. The hotel we stayed in Cancun you couldn't book directly with them. I did tell him on Friday night I won't be going with these again.

[PhilV]

I know it's the principle but who uses people like Thompson in this day and age? Surely better bargains to be had booking separately  flights and hotel online ect.


[You may have an iPhone but you are still using the free version of Tapatalk and spamming us with that knowledge]

My Parents.


They cba with the hassle of organising themselves day by day and sorting it out so they pay for these lot or someone to do it for them, applies to young and old people alike, some people just cba to organise things themselves.

I am the opposite, rather do my own thing haha

[Grobbelrevell]

My Parents.

Likewise. Primarily because that's what they've always done, and neither of them is tech savvy and/or able to use the internet.

[SP]

I know it's the principle but who uses people like Thompson in this day and age? Surely better bargains to be had booking separately  flights and hotel online ect.


[You may have an iPhone but you are still using the free version of Tapatalk and spamming us with that knowledge]

If you use separate suppliers for services, you are liable if things do not join up. With a single supplier, it is all taken care of, and it is always their fault. Is it worth the premium that they charge for being the glue? Probably not, but there is more risk involved.

There are horror stories of renting non-existent properties and the like. With a travel company, they do something for you. With a direct booking, you really are on your own.

I have booked separately for the last 20 years, but are far more wary travelling with my kids and can understand someone taking the lower risk option.