Thomson -After sales service

Michael131

We had a medium issue with Thomson about our holiday/flight when we returned. If you phone they tell you to write in or E mail. We took the E mail route and got an automated response saying they would reply within 28 days. No reference number given to the case, so you cannot chase them up. After sales service indicates SERVICE but this surely is not so when it takes 28 days to even get any sort of response. Has anyone else had problems with Thomson after they returned from their holiday.

richardw

They've got your money, why should they bother?

Repeat business ? Who cares?

jackieblack

Michael131 wrote: »

Has anyone else had problems with Thomson after they returned from their holiday.

From varios posts I've read on here, yes, lots!

movingon

This happened to us.
We had a 'medium' problem in resort, spoke to the rep and nothing was resolved. We wrote when we returned home by email and heard nothing for weeks. Eventually, when the holiday was a faded memory, a random person telephoned us, and proceeded to tell us over and over, what a fantastic and experienced in-resort rep that particular person was (and that basically we were wrong). Although the person on the phone was very polite, we were left in no doubt that he thought we were a pair of moaning minnies and that if we wanted to go elsewhere for our next holidays, he could not give a stuff.

Martin85

It is most annoying when you received an automated response with no reference number. I would have thought Thomson might at least allocate a reference to each query/complaint. 28 days is far too long to wait to receive any kind of personal response relating to the original E Mail. I know some people whinge about everything but they are probably in the minority, and most people who contact Thomson have a justifiable concern, that at least requires investigation and an answer. I do not think that Thomson care about customer loyalty and certainly do not reward regular customers in anyway.If your query is about long delays that is different issue and has been covered in other forums but if it is something to do what happened on flight or is connected with the transfers or the hotel then there should be a better system set up by Thomson to deal with these with a quicker response time.

Archergirl

Do they have a facebook page?

jhe

Archergirl wrote: »

Do they have a facebook page?

yes they do

LadyL2013

Post on their Facebook wall. Making your complaint public seems to make them respond!

lea2012

Has the 28 days actually passed yet? The emails usually say 'up to 28 days'. At this time of year, being low season I would expect you would get a response a lot quicker. In the height of the summer season, and towards the end of the summer season I would expect it to take a lot longer.

Imagine how many 'complaints' Thomson actually have to deal with? I'm not saying that Thomsons are apalling and have a lot of real issues to deal with, but as an ex rep and someone who has worked in the travel customer service department for many years you would be surprised by what people actually complain about.

I have dealt with people who complained that the rooms had been repainted since they last stayed and they didn't like the new colour (lemon if you'd like to know), or people complain that they had requested a sunny balcony but couldn't see the sun (they called at 10pm at night when they'd just arrived!). Thomsons will have just as many equally trivial complaints to answer too, and each and everyone will have to be looked at and responded too. Then there's the second, third, fourth etc complaint letters to respond too as well. It all takes time.

I'm not sure what Thomson class as a medium issue but it sounds a little bit more than the examples above but I would just suggest waiting a while and seeing what they come back with. 28 days is not excessive by any means, especially if it is a response from the hotel / airline / coach company or whoever that they need to wait for. Not everyone is as fast paced as we are in other countries and don't see the rush to respond.

ABTA also suggest that 28 days is a standard and reasonable wait time too, so don't worry if they haven't got back to you yet and don't expect more than what they can give either.

wilko116

I think there are 2 points raised on this forum. The first being the time Thomson takes to respond and the second more importantly, in my opinion, is not issuing a reference number for the complaint/query made. I consider the every communication should be allocated a reference number that way you know it has been logged and have a point of reference for the future. It does depend on the nature of the complaint but surely Thomson could send a holding reply saying it is waiting to hear from the airline/hotel/representative, it would add a personal touch. 28 days is a long time and at that should be the maximum before returning with definitive response. If Thomson require more information they should come back to the customer within 14 days allowing them time to investigate further.