Abandoned by thompsons last day of honeymoon

linsell

Would anyone have any advice please,
My son , new wife and two young children went on honeymoon to a Thomoson sensotori resort for a week . The last night youngest 17 months became very ill . They were due to fly the next day at midday . Cases we're checked in by Thompson early the next morning before the doctor visited . Baby was not allowed to fly home , mum and baby had to stay son and eldest child had to fly home . Several conversations between him and thompsons and insurance company re where mum was going to stay, who was responsible etc . Thompson said it wasn't their problem as the holiday was over . ( would love to know how that is defined. Especially as travelling on Thompson coach and plane to the UK ) my son asked for his wife's suitcase back , was told yes they had 5 hours to intercept it and bring it back . Meantime he has to get on coach , wife left very upset In reception of hotel with sick baby no suitcase , no food , drink etc. son arrives back in UK both suitcase arrive, wife and baby now have no clothes , nappies . It took until 10pm that night before a room was found for her and she had to pay £300 for it . She had to stay 4 extra nights and while there watched various" dubious" cleaning activities ie dirty patio water being swept into pool, baby faeces being left in pool , scooped out and no shut down of pool or cleaning. Baby bad acute ear infection, and talking to others out there , lots of people had become ill with ear infections , chest infections . How and who do they complain to and what can they expect by way of compensation if any . Incidentally my son flew back out with clothes for them as the insurance company did not tell his wife to buy necessities and keep receipts .
Thanks

whitewing

It doesn't sound the kind of experience that I would expect on a 5 star holiday. Has a complaint actually been put in writing to Thompson.

Hope grandbaby is fully recovered.

serenawell

If its a package holiday I would say they are responsible for the customer until they get off the plane in the UK.


Any additional time above and beyond the time you have paid for will have to be paid by your son/insurance company.

linsell

Thanks, no complaint yet as just trying to gather info, they only arrived back yesterday.

Nick_C

Not Thomson's fault that your DIL was unable to fly home. They provided what they were contracted to provide. Presumably, the travel insurance will cover the additional expenses.

hollydays

Your poor daughter. One thing you could do is check thoroughly all tripadviser reviews for the hotel to see if there is anything similar. I don't necessarily think ear infections and pools are caused by bad hygiene though, they are quite common, I think, but that's not to say this was the case here. It's difficult for Thompson because it's prime holiday time, the start of schools which have broken up, they would have been fully booked one imagines.

. I would have expected much better help and guidance from the insurance company,or else expected your son to put his foot down with them.

I'm confused about the cases. It sounds like you are saying they took away their cases before they had finished with them?!how does that work?!

duchy

serenawell wrote: »

If its a package holiday I would say they are responsible for the customer until they get off the plane in the UK.


Any additional time above and beyond the time you have paid for will have to be paid by your son/insurance company.

No they are not. If a customer varies the package that doesn't mean A tour operator is responsible.
The OP chose to stay on and make other arrangements. This came under the insurance arrangements not the package.

GwylimT

In these situations the insurance company are the ones to look to, not Thompson. In many cases insurance companies will reimburse extra nights instead of paying for them up front, you have to remember, at this time I year many places are fully booked and you cannot expect the hotel to turn an arriving holiday maker away.

Like your partner, I was forced to stay on a holiday longer once as my son had an allergic reaction and he wasn't allowed to fly for three days, unlike some are suggesting, it isn't actually a choice. We were in Spain and when I called my insurance company they looked for a room for me, but I also looked at the same time so if I found one first I was able to give the insurance details, as it was I found a room before eve insurance company.

I kept all receipts for food etc (and paid on credit card) the only refund I didn't have to sort myself was the doctors, as they sent the itemised receipt direct to my insurance company.

hollydays

I expect part of the problem was that the ops son was travelling home whilst this was happening, rather than being sat at a computer and phone the whole time.

tomtontom

hollydays wrote: »

I expect part of the problem was that the ops son was travelling home whilst this was happening, rather than being sat at a computer and phone the whole time.

I doubt the son/ husband was travelling for the full four days that the mother and child remained there, plenty of time to speak to the insurer about additional expenses etc.

linsell, I don't understand why your son flew back out to take them clothes - surely they could have bought something out there? Which Sensatori resort was it? I trust the child is now ok?

maman

tomtontom wrote: »

I doubt the son/ husband was travelling for the full four days that the mother and child remained there, plenty of time to speak to the insurer about additional expenses etc.

linsell, I don't understand why your son flew back out to take them clothes - surely they could have bought something out there? Which Sensatori resort was it? I trust the child is now ok?

I'm guessing that the son flew out as he was concerned/wanted to give support. It would be a crazy waste of money to just fly out with clean clothes.


There are two issues as I see it:

• having to stay on a few days due to medical advice. That would be covered by travel insurance (hopefully) but I assume just for baby and one parent. Dad flying out is extremely unlikely to be covered.
• whether Thomson/hotel are in any way responsible for the ear infection due to cleanliness of pool etc. That would be far more difficult to prove but I wish you luck if you want to gather all the evidence etc. Personally I wouldn't bother except maybe give some bad reviews.