Thomson - drowning in complaints

m22kk56_2

Having returned from my 5* Thomson holiday on 1st June, I immediately dispatched a written complaint on the grounds the hotel was dirty, smelly and very far off 5*

They quote 28 days as response time, but I waited 38 days for a very poor written response that referenced a country I have never even visited. When I asked them to do a better job of investigating this, I was told it might be another 28 days.

I'm still waiting and the girl on their helpline said they are dealing with a huge backlog in date order. She said they are working 53 days behind. Surely this is appalling service for a top travel firm?

Just wanted to warn others - there are clearly a lot of unhappy Thomson customers out there...

pickpocketlocket

The response you received is clearly unacceptable, but to suggest that there are "clearly a lot of unhappy Thomson customers out there" is unfair - it could simply be that they do not have enough staff to deal with the complaints that they have.

m22kk56_2

I accept your point but either one of two things must be true

1. Thomson is unwilling to provide the required resources to deal with customer complaints and is comfortable with such a backlog (after all, they might find a lot of complainers give up)

Or

2. They have a deluge of complaints and are struggling to cope.


Whatever the answer, it is wholly unacceptable and no one from Thomson will discuss it. All complaints must be in writing

richardw

Some of those complaints could be cola was included in the AI holiday and Coke was excluded etc

markwilkinson

m22kk56 wrote: »

Surely this is appalling service for a top travel firm?..

I think this is where your problem originates. Thompson are not a top travel in my opinion and if I could get away with it I would never use them. However, we are generally quite restricted on our holiday dates and sometimes we have no option but to use them (if we want to go away).

littlereddevil

I thought they HAD to reply within 28 days?

jonesMUFCforever

OP did you not complain whilst on holiday?
Could not a rep or hotel management have helped you first?

stephb34

Where did u go?

m22kk56_2

Yeah we complained to rep at the time, also called the UK 'helpline' but no good.

The room in our 5* hotel had big black mould patches and it stunk of damp. We wasted the first day of 7 looking at alternative rooms but they were all just as bad.

We went to Rui Palace Punta Cana, Dominican Republic.

Thomson dismissed it saying sometimes tropical hotels smell bad. They told us we should have asked for a dehumidifier - but the hotel did have any at all. Surely a 5* hotel has a dehumidifier? They also made a couple of references to our holiday in Mexico - I've never been to Mexico!!!

I thought they had to reply in 28 days, so will look into this thanks

prowla

jonesMUFCforever wrote: »

OP did you not complain whilst on holiday?
Could not a rep or hotel management have helped you first?

So no to the first and yes to the second.

interstellaflyer

prowla wrote: »

So no to the first and yes to the second.

Read the post above yours, OP did complain to the rep at the time and said they spent the first day looking at alternative rooms but they were all the same.