How to best complain ?

paul2468

Came back from our Holiday in June very unhappy with the trip.....When we went back to thomsons to look for something for next year i mentioned the list of what went wrong on the trip and the sales girl said write it all down and she would send it to head office.
28 days went by so i went back into the shop to be told that thomsons head office had lost the paperwork.
Was told they would send it off again....got a letter ( 2 pages of A4 ) saying sorry we were not happy and they would learn by all of this .....should i just leave it at this ?............i was at least expecting some kind of money off voucher against a future thomson holiday....i dont know what i should do next as it seems that thay have just fobbed us off.

dmg24

Did you complain whilst you were away?

MrSmartprice

Travel operators will always fob you off with their first letter. Address your next letter to their Customer Services Manager, tell them that you require compensation and give them 14 days to reply. (Keep copies of everything, of course.) Their next letter may offer a derisory amount of compensation, possibly in vouchers.

Then write to their Legal Department. Phone first to get the name of a manager there. Tell them that if you do not get a ealistic offer to reflect your disappointment, distress etc, you will sue them in the Small Claims Court. Again give them 14 days.

I am presuming your complaints are proper ones that affected your holiday. Don't let them try to get you to go to ABTA arbitration - it's a waste of time. Insist that you will go to SCC.

MrSmartprice

dmg24 wrote: »

Did you complain whilst you were away?

I would hope they did, and that they have a copy of the report filed by the rep.:o

paul2468

on the letter is a number to quote and also a telephone number and an email address, do you think it would be better to phone and email or to write a letter ?

Stephb1986_2

We have had problems with Thomsons before now 7 of us went to egypt stayed at a hilton my brother got stabbed in the head by a needle that was in his pillow! we told the rep and she said she would report it. we got back wrote a letter to thomsons and basically they didn't give a flying frig. So we will never go with them again.

Steph xx

_Andy_

Did you ask for compensation/vouchers in the letter? If not then it's not surprising they haven't offered it.
Might be worth writing again in response, but you need to specifically state what outcome you want that will mean you'll consider the complaint settled.

dmg24

paul2468 wrote: »

on the letter is a number to quote and also a telephone number and an email address, do you think it would be better to phone and email or to write a letter ?

By ignoring my question, I assume that you did not complain whilst in resort.

How do you expect them to resolve problems if you don't tell someone at the time?

paul2468

dmg........system been down...........having no rep on site we rang the 24hr hotline... (back in the Uk)........and that cost a fortune, and still got no help...all this was put in the letter.