Thomson nightmare!

taralou

I hope somene can help me, will keep this as brief as poss. My hubbie and I went for a 2 week hol to Egypt last Sept. unfortunately my sister died the start of the second week. We saw our rep asap who told us to go to the local internet cafe and book our own flights home!!! I asked if they could get us on an earlier flight (as loads were going out) but he said it was nothing to do with him and we had to make our own arrangements. I couldn't believe his attitude, anyway we sorted everything out and eventually got home costing us an extra £600. I have written to Thomsons for my money back on the flights we did not use and complained about the rep. All I have had back is the usual sorry blah blah blah, after 4 letters they now refuse to talk to me!! I am now persuing this through my travel insurance but that seems doubtful as I did not declare my sister's illness on the forms. I feel I am in a no win situation, is there anything I can do??

Alan_Bowen

Simple things first. If your sister was ill at the time you booked the holiday and bought the insurance, they won't help. Indeed they should have been contacted immediately even if the policy was valid as they would have wanted to make the arrangements to get you home, at the lowest possible cost to themselves of course.

Normally if you curtail a holiday the operator won't offer any refund as the room has been booked in your name for the week and they can't sell half weeks as there are no flights to put with them. However, any operator, let alone one the size of Thomsons , should have stepped in and offered to arrange a return flight, although usually at your own cost. You have a very legitimate reason to complain and receive an apology, why would anyone go with a package operator if the rep. does nothing for you when you really need them?

withabix

Was your sister on the holiday?

Unless she was, it's nothing to do with Thomsons.

Pollycat

Withabix

Was your sister on the holiday?

Unless she was, it's nothing to do with Thomsons.

I agree with Alan Bowen, even if the sister wasn't in Egypt with them, I would have expected the Thomson rep to at least be helpful in trying to gt them on earlier flights home.

Taralou
Take a look at this website, on the 'Complaints' forum there's a contact number for a lady called Ros who offers HT members free impartial legal advice.

http://www.holidaytruths.co.uk/index.php

Good luck

richardw

taralou wrote: »

I am now persuing this through my travel insurance but that seems doubtful as I did not declare my sister's illness on the forms.

Ooops

Not Thomson's fault is it then?

taralou

Thanks for all the replies, no, my sister was not on holiday with us, my main complaint is about Thomson's and the rep I just feel we have been treated very badly by them. Thanks for the link will have a look at that and see what else I can do. Once again thanks everyone

richardw

taralou wrote: »

my main complaint is about Thomson's and the rep I just feel we have been treated very badly by them.

What did you expect them to do?

susancs

Taralou, I think that this is really not about the money spent on flights to return home. The unexpected loss of your sister, meant that you needed help dealing with the basics of getting home, to be with other family. You seem to have met a very uncaring individual, in the form of the rep you dealt with. I think you would not be persuing this, had he helped you book flights (paid with by your own money) and shown you some kindness in your time of need/grief. Your anger is really directed at the rep and his shabby treatment of you. I think you are right to complain about the rep in question. I do however feel that you are unlikely to get the £600 back you paid on flights as very understandably it was your choice to come home at that time. Don't put yourself under any further stress (you have had enough to deal with, with your sisters death last September) trying to get the money back.

Sam_Bee

What a horrendous attitude shown by the rep, surely their job is to assist (they are representatives after all) and this example shows where they should have gone the extra mile. He / she should have referred you to their superior if they felt they couldn't handle the situation (understandable if they were very young or an emotional cripple).

However, this is entirely a case for travel insurance, and for reasons you've said, I don't think they will assist. But do explain the situation. I can't see any point in pursueing Thomsons for money they will not give.

taralou

Thanks for your kind words, and yes, your right it is not worth the hassle and stress pursuing this matter any further. My main point of this was about the rep and Thomsons attitude and the only thing I have learnt is to never bother booking with them again. I just really wanted to know if other people felt the same way and obviously you all do bar Richardw!!! But there you go!!

Thanks everyone xx

Tozer

richardw wrote: »

What did you expect them to do?

Errr, a) shown some sympathy; b) provided some practical advice (e.g. help look for flights); c) looked into whether there was an earlier chartered flight home; d) justified their own existence by doing something.

What is the point of a rep if they cannot actually help in what are very difficult circumstances.

To OP - there may be some leeway from the insurers if your sister's death was unexpected having regard to her condition before you went.