Vent re Thomson/TUI resort reps

Blackbeard_of_Perranporth

Kedge39 wrote: »

Not surr if this applies to other tour operators but we have noticed a distinct change in the service by resort reps. We have had holidays over the past few years with Thomson and everything has worked well. Reps at the airport, on the transfer coach and at the resort have been brilliant, but this year was different.
We booked a holiday in Menorca for the last week of May and first week of June. When we arrived at Mahon airport there were about 5 or 6 reps in Thomson/TUI uniforms waiting outside baggage reclaim. We approached then, was asked our names and with a gesture over the shoulder was told the coaches were that way. No reps were outside so we had to ask the coach drivers in order to find our coach. No rep accompanied us on the coach, so there was no info given to us about the island, currency exchange, booking in procedure etc.
On arrival at the hotel, there was no Thomson rep to greet us, we were just left to fend for ourselves.
We booked one excursion, a pirate cruise as we were with our daughter, son-in-law and our 4 year old granddaughter. There was a Thomson rep, from another resort, on the boat. She was basically learning the ropes, and was Swedish. A fellow passenger asked her how many languages she spoke. 2. Swedish and English. As she said, they don't worry about language anymore as most people speak English and they don't have to deal with major problems these days.
2 days before we were due to leave I had a mild heart attack and was taken to hospital. The rest of our party had to return on schedule except for my wife. She went to see the Thomson rep and was told that they couldn't help, she would have to speak to reception herself. Luckily the hotel reception were brilliant. They let her keep our room for the extra time needed. I also need to use a CPAP machine, basically an air pump to keep my airway open at night, so having arrived back at the hotel late evening she asked the rep if there was anyway they could help get this machine to the hospital for me. They have a travelling rep with a car emblazoned with Thomson/TUI logos, but there excuse was, the machine is health related and therefore not within their remit. We were left to fend for ourselves. On my release, the reps, who had ignored my wife for 5 days, we're all sweetness and light asking me how I was. No questions about how we were getting home, no offer to assist us getting to the airport though.
I cannot praise the hotel enough. They even waived any charge for me to stay for 2 nights on my release. And it was an All Inclusive. Well done Stil Victoria Playa, bad show Thomson/TUI.
I made a complaint upon return and all I got was a phone call from a customer service manager, asking if I was ok now and sympathising with us, but stating that although they would look at the resort reps role, it was all down to their not being covered by insurance should anything go wrong if they were to offer help. Pathetic.
Vent over.

So I understand that the CPAP Ventilator was taken on holiday as OP has a pre existing medical condition. As such, did OP take out specialist medical insurance? Although the hotel did over and above, I cannot see what else the reps could do. They are not medical professionals, nor an ambulance services.

Note, the company I work for,mshe I go abroad use specialist insurance for my pre existing heart condition.

Morale. Next time, ensure adequate insurance coverage. Not all countries are like the uk in relation to health coverage and prescription cost.

Next, checks ICD. YES, IT IS STILL WORKING,

hollydays

Blackbeard_of_Perranporth wrote: »

So I understand that the CPAP Ventilator was taken on holiday as OP has a pre existing medical condition. As such, did OP take out specialist medical insurance? Although the hotel did over and above, I cannot see what else the reps could do. They are not medical professionals, nor an ambulance services.

Note, the company I work for,mshe I go abroad use specialist insurance for my pre existing heart condition.

Morale. Next time, ensure adequate insurance coverage. Not all countries are like the uk in relation to health coverage and prescription cost.

Next, checks ICD. YES, IT IS STILL WORKING,

I didn't actually read it as this, I read it as the op was loaned a cpap machine by the hospital.

boqq_2

We went to Saariselka with Thomson last Christmas and it was shambles from beginning to end. Thomson kept changing the itinerary and the place where we were supposed to meet Santa changed from a bespoke resort to something they made do with at the last minute. The reps on the ground were hopeless. My daughter had an accident on the taboogan run. We asked for ice, were told go ask the hotel bar... Didn't been bother to see how she was. Their only interest was in commission. The excursions were half hearted and we were left hanging around for ages. To top it all the so called elves travelled back with us on the plane ruining the magic for the kids.
I am used to coping on my own, don't usually do package holidays but I paid a hefty premium for this holiday but was seriously let down by Thomson.

lincroft1710

boqq wrote: »

To top it all the so called elves travelled back with us on the plane ruining the magic for the kids.

Are you saying the people who had dressed up as elves, travelled on the plane still dressed as elves? Or were they easily recognisable even though they were in "civvies"? But be fair, you could hardly expect them to hitch a ride back home on Santa's sleigh!

nkkingston

I imagine it was Thomson's own insurance the reps were worrying about when it came to medical stuff. Easier just to hand tourists over to the hotel, who'll have better coverage in case you came to sue them later. After all, most reps are just young adults who see it as a paying holiday; though you might hold them to a high customer service standard, there's a certain level of responsibility you can't expect them to take.

DomRavioli

hollydays wrote: »

Don't give people the impression that when travelling in Europe there will be a translator , or liaison though .many hospitals are quick in , quick out.
It's up to the individual to get what they need from their insurance company, and even that may not be simple.

I know for a fact that the vast majority of doctors on that island speak good english, and the ones that don't are able to be translated (there's a few translators who work at the hospital, and always one about).

Liaison are the people who call your insurance company, for who to bill, and to confirm you are covered - this is for non-minor injuries. So yes, I'm guessing that in order for them to leave the hospital they would have needed to use this service, given the nature of the issue and the need to recouperate before flying home.

DomRavioli

hollydays wrote: »

I didn't actually read it as this, I read it as the op was loaned a cpap machine by the hospital.

Hollydays - a CPAP machine is for pulmonary conditions (the lungs). OP had a hospital visit/stay becuase of a cardiac issue.

There is almost no chance that he would be loaned a CPAP for a heart attack, unless yet again the OP has failed to mention vital information, its like putting a plaster cast on a hernia (useless). Its most likely it was taken with him on holiday, or loaned whilst out there for the duration, not because of the hospital stay.

Although the cardiac and pulmonary systems can cause difficulties in one another, CPAP is not used for heart attacks.

hollydays

DomRavioli wrote: »

Hollydays - a CPAP machine is for pulmonary conditions (the lungs). OP had a hospital visit/stay becuase of a cardiac issue.

There is almost no chance that he would be loaned a CPAP for a heart attack, unless yet again the OP has failed to mention vital information, its like putting a plaster cast on a hernia (useless). Its most likely it was taken with him on holiday, or loaned whilst out there for the duration, not because of the hospital stay.

Although the cardiac and pulmonary systems can cause difficulties in one another, CPAP is not used for heart attacks.

Is it not possible the op was diagnosed with sleep apnoea by the hospital, which doesn't sit well with a cardiac problem?

sheramber

Blame the compensation culture for lack of assistance .

If Thomson had arranged accommodation for your wife they would have been held liable for the cost if there was any problem over payment,

If the CPAP machine had been damaged or didn't work again they could have been held liable.

You may know you would cover any extra expense but Thomson don't know you from Adam. There will be others who will expect Thomson to pay for everything.

They don't want to risk getting embroiled in a claim which their insurance will not cover.

As said above, that is what insurance for.

DomRavioli

hollydays wrote: »

Is it not possible the op was diagnosed with sleep apnoea by the hospital, which doesn't sit well with a cardiac problem?

Oh, we're talking zebras now are we?

It is so very unlikely that it would have been picked up, let alone diagnosed in a hospital on holiday. It takes sleep studies to pick that up, not a minor cardiac stay.

Literally, just stop.