letter of complaint

audbod38

hi ive drafted out a letter of complaint to direct holidays just looking to see if anyone can help tweak it up or advise me what should maybe be taken out


In regards to following booking.
Booking ref. XXXXXX
Lead Name. XXXXXX
Dep Date . XXXXXXX
Hotel . XXXXXX

To whom it may concern,
I have found myself having to write to yourselfs in regards to above holiday. I booked this in June 2008 so imagine my dismay to find out on the 5th January 2009 that the rooftop pool and bar area would no longer form part of our holiday, so i promptly called customer services to be told that they didnt know anything about this so called new ruling.

However with this new found information i decided to look into it myself, not only did i find that only Thomson Holidays customers would be allowed access i also found that Thomas Cook were no longer sending people to this hotel after April 2009. So with my new information i called back, i spoke to Paul who did indeed inform me that Thomas Cook /Direct Holidays were no longer sending people here and that i would receive a letter informing me of this in due time.

When i asked how long it would take i was told a few months as they were currently dealing with end of april/may time holidays. As i found this unacceptable i decided to call back, only to be told i would be staying here as they had received an email from resort stating that my holiday would be honoured, so i asked about the rooftop pool area again to then be told i wouldnt be staying here and they would look into alternative accomadation.

Now after all this time i am still unsure if i am going on a holiday i booked in June 2008 because i find your staff incompetent , and unable to tell the truth. So now i want a written gaurantee that i shall indeed be staying at the Flamingo Oasis hotel and that i will have access to the rooftop pool and bar area, as this is what was stated in brochure i booked from.
Please do not insult my intelligence by sending out a reply stating that it will usually be honoured ,and if any changes have to be made i will be informed or that i will be upgraded to a better hotel.

So simply all i want is what i booked no more ,no less and a straight answer. A written reply that gaurantees my booking at the Flamingo Oasis AND access to the rooftop pool and bar area. IF these cannot be gauranteed then i want a refund of all monies already paid to you in respect of said holiday, by way of cheque in the lead passengers name with 14 days of receipt of this letter.

I would also like to inform you that i shall never book a holiday with the Thomas Cook Group again after the way i have been treated over this shambles and the lies i have been told, i think it is a terrible way to run a company and i shall be informing anyone i know who is about to book with yourselfs to think again.

I look forward to hearing from you within 14 DAYS from receipt of letter.

staffie1

audbod38 wrote: »

hi ive drafted out a letter of complaint to direct holidays just looking to see if anyone can help tweak it up or advise me what should maybe be taken out


In regards to following booking.
Booking ref. XXXXXX
Lead Name. XXXXXX
Dep Date . XXXXXXX
Hotel . XXXXXX

To whom it may concern,
I feel compelled to write this letter of complaint in respect of the above holiday. I booked this in June 2008 so imagine my dismay to find out on the 5th January 2009 that the rooftop pool and bar area would no longer form part of our holiday, so I promptly called customer services to be told that they didn't know anything about this so-called new ruling.

However with this new found information i decided to look into it myself. Not only did I find that only Thomson Holidays customers would be allowed access, I also found that Thomas Cook were no longer sending people to this hotel after April 2009. So with my new information I called back, and spoke to Paul who did indeed inform me that Thomas Cook / Direct Holidays were no longer sending people here and that I would receive a letter informing me of this in due course.

When I asked how long it would take I was told "a few months as they were currently dealing with end of april / may time holidays". As I found this unacceptable I decided to call back, only to be told I would be staying here as they had received an email from resort stating that my holiday would be honoured, so I asked about the rooftop pool area again only be told I wouldn't be staying here and they would look into alternative accommodation.

Now after all this time I am still unsure whether I am going on a holiday I booked in June 2008 because I find your [staff incompetent, and unable to tell the truth]. So now I want a written gaurantee that I shall indeed be staying at the Flamingo Oasis hotel and that I will have access to the rooftop pool and bar area, as this is what was stated in the brochure I booked from.
Please do not insult my intelligence by sending out a reply stating that it will usually be honoured, and if any changes have to be made I will be informed or that I will be upgraded to a better hotel.

So simply, all I want is what I booked - no more, no less, and a straight answer. A written reply that gaurantees my booking at the Flamingo Oasis AND access to the rooftop pool and bar area. IF these cannot be gauranteed then i want a refund of all monies already paid to you in respect of said holiday, by way of cheque in the lead passengers name with 14 days of receipt of this letter.

I would also like to inform you that I shall never book a holiday with the Thomas Cook Group again after the way i have been treated over this shambles and [the lies i have been told. I think it is a terrible way to run a company and i shall be informing anyone i know who is about to book with yourselfs to think again].

I look forward to hearing from you within 14 DAYS from receipt of letter.

Made a few amendments - mainly grammatical - just to make it look a bit more professional.
Please be careful making remarks (highlighted blue above) that may be construed as libelous, in case things turn nasty.

audbod38

Thanks for that, i will reword a few things before i send it off.

kemmyjoe

Hi
I too have written a letter of complaint to a Thomson group company (my second one) regarding not applying a free lift pass to my booking when the holiday I booked had advertised one. I have threatened to go to ABTA if I do not receive satisfaction. You can look up ABTA and they have a complaint form you can submit on line. You can look up the holiday company's ABTA No. if you can't see it on their letterheading.

mountainofdebt

audbod38 wrote: »

hi ive drafted out a letter of complaint to direct holidays just looking to see if anyone can help tweak it up or advise me what should maybe be taken out


In regards to following booking.
Booking ref. XXXXXX
Lead Name. XXXXXX
Dep Date . XXXXXXX
Hotel . XXXXXX

To whom it may concern, - I would find out who the Customer Services Director is; otherwise this is just going to get put in a pil eof compliant letters.

I regret to find myself having to do this but I am forced to write to you regarding the conflicting information I have received about the above holiday, which was booked in June of last year, from your Customer Services Department.

At the beginning of this month I found out (how?) that I would not have access to the hotel's rooftop pool and bar area. I therefore promptly called your Customer Services Department who knew nothing of this.

However on further investigation not only did I discover that I would not be able to access the areas but that after April 2009 Thompson Holidays were not longer sending clients to the hotel. Once again I contacted your CS Department, who confirmed that this was indeed the case and that I would receive a letter, to this effect, in due course.

After pressing the representative as to when I would receive this letter I was told that as they were currently dealing with holidays due to take place at the end of April/ May,the letter would not be received for some time. As you will appreciate this is unacceptable if alternative arrangements have to be made.

After some deliberation, I contacted the CS department again at which point I was assured that I would be holidaying at the resort and then, when pushed regarding the access to the pool area, was told I would be offered alterative accomodation and not necessarily at (insert name of hotel)

So, as you can see, I am none the wiser as to what the situation is :

- Am I going on holiday at (insert the name of resort)
- Am I staying at (insert name of hotel)?
- Will I have access to the rooftop pool and bar area?

The reason I chose (insert name of hotel) at (insert name of resort) was specifically due to (insert one or two reasons) and to leave it to chance that these reasons will be catered for by alternative accomodation is one that I am most unhappy about.

I therefore would be grateful if you could clarify the exact postion of this holiday and the options open to me should I find that you are unable to supply the holdiay booked from your (name and version of brochure)

I am sure that you would agree with me that the level of service I have received thus far falls far short of that someone expects from a company of your reputation.[/ quote]


This is my version of your letter - what do you think?

In fairness I think no holiday company would offer a guarantee that you would be staying at a particular holiday - what if it burnt down for example or there was an outbreak of some disease?

If you get chance there was an item on the Radio 4's you and yours about writing letters of compliant this friday - and you can listen to it again over the internet - there are some interesting points made which may be useful

audbod38

Any ideas on how to find out who the CS director is ? . When i asked today on phone i was just advised to address it too customer relations dept. Ive tried looking on net but cant find anything.

mountainofdebt

This relates to the board when they published their 2008 Annual Report - it doesn't say who is in charge of CS ....I think I would address it to either the chief exec or the guy in charge of the UK

http://ara2008.tuitravelplc.com/tui-ar2008/pages/businessfinancial/management-board

RHemmings

I think that the letter has too many long sentences. I think the meaning would be clearer if the letter was rewritten to use shorter sentences that state just the facts.

Over a decade ago, the Sunday Times gave away free books in
their "One Hour Word Power" series. Very small books that you were supposed to be able to read in one hour. I found the book "Crisp, Clear Writing in one hour" very useful. It's still available on the second hand market.

http://www.amazon.co.uk/Crisp-Clear-Writing-Hour-Wordpower/dp/0749315210/ref=sr_1_1?ie=UTF8&s=books&qid=1233477835&sr=8-1

Pollycat

Hi audbob

If you've not already sent the letter (I hope it IS a letter and not an email and that you've sent it R/D), I have a few points.
I did a long rewrite of your letter but lost my internet connection. :mad:

Letters of complaint should be short, unemotional and only contain things that are relevant.

I will say that I think this should be taken out:

I would also like to inform you that i shall never book a holiday with the Thomas Cook Group again after the way i have been treated over this shambles and the lies i have been told, i think it is a terrible way to run a company and i shall be informing anyone i know who is about to book with yourselfs to think again.

You're not giving them any incentive to put things right.
By all means, NEVER book with them again - and tell anyone who'll listen what a !!!!-up they've made - BUT DO IT AFTER THEY'VE SORTED IT OUT - or tried to sort it out.

How did you find out that the rooftop pool & bar were not available to TC but was to Thomson customers?
What is the reason?

What do the TC terms & conditions say about changes to your holiday?

Finally, how big a part of your holiday is availability of this pool/bar?

If they DO just decide to refund your money, would you be able to book another holiday that is acceptable to you for a price you can afford?

RobertoMoir

Totally agree with Pollycat - don't tell them that you're not going to use them no matter what - not only is it un-needed words in a complaint letter, and these should always be direct to the point - but it's not giving them an incentive to do anything for you.

By all means avoid them afterwards, but don't be in such a rush to tell them.

foxxymynx

Perhaps say that they have the oppertunity to uphold your custom, may get you treat better than something along the lines of "nevre dealing with you again after this"