http://www.holidaytruths.co.uk/viewtopic.php?f=49&p=1487343
I am determined to get what happened to me to the top of Google to ensure other ladies are aware of what can happen to them when they think there are on a safe Thomson excursion
Saturday 4 September 2010
BT phone bill received today - Thomson calls
£4.10 in phone calls whilst on hold to Thomson customer service regarding my Turkey complaint for last month alone (August).
Yet still no resolution. I feel like Thomson do not care. We went on holiday in May. Ash cloud has been blamed etc but come on Thomson's - nearly 4 months to deal with a serious complaint - ridiculous!!!
Yet still no resolution. I feel like Thomson do not care. We went on holiday in May. Ash cloud has been blamed etc but come on Thomson's - nearly 4 months to deal with a serious complaint - ridiculous!!!
Friday 3 September 2010
Mmmmmmmmmmm I wonder if I will be classed as a Thomson complaint trouble maker - interesting document to follow!!! Personally I think being shouted out and assaulted on a Thomson excursion is a valid complaint - what do you think? Don't get me wrong I am sure some customers are out for whatever they can, but the vast majority like my Thomson complaint will be genuine yet get ignored.
http://www.timesonline.co.uk/tol/travel/news/article4962668.ece
http://www.timesonline.co.uk/tol/travel/news/article4962668.ece
Thomson Customer Service - what is that???
http://www.reviewcentre.com/reviews2065.html
http://www.udjamaflip.com/rant-blog/19-business/44-thomson-complaint-resolved-buthow.html
http://www.stuckon.co.uk/blogger-wins-compensation-from-thomson-for-miss-sold-holiday-883.html
http://www.holidaytruths.co.uk/viewtopic.php?f=49&t=147984&sid=8523cbaf01eb310813c11441ff85a3d6
http://www.holidaytruths.co.uk/viewtopic.php?f=49&t=109239
http://forums.moneysavingexpert.com/showthread.php?t=2543985
http://www.udjamaflip.com/rant-blog/19-business/44-thomson-complaint-resolved-buthow.html
http://www.stuckon.co.uk/blogger-wins-compensation-from-thomson-for-miss-sold-holiday-883.html
http://www.holidaytruths.co.uk/viewtopic.php?f=49&t=147984&sid=8523cbaf01eb310813c11441ff85a3d6
http://www.holidaytruths.co.uk/viewtopic.php?f=49&t=109239
http://forums.moneysavingexpert.com/showthread.php?t=2543985
My Turkish Spa Nightmare - Thomson Excursion
My husband, two children and I went on holiday to Icemeler in Turkey first week of June 2010. On arrival in Turkey we were met by a Thomson rep and on the coach transfer to Icemeler from Dalaman the rep was very friendly but unprofessional. She was trying to sell the excursions on the coach ready for the following days welcome meetings stressing that we must book with Thomson and not with street traders selling excursions. In particular she stressed about Turkish Spas and how customers had been sexually assaulted in the past through booking on the streets and going to back street places. She told us about incidents of customers being touched up and told us that Thomson customers have been conned so you should book with Thomson as there are no hidden extras and nothing is seedy.
The following day my Mum and I followed advice and booked for a Turkish Spa and massage at the Thomson welcome meeting and arranged it for later that afternoon. We paid £30 each for Turkish bath with all extras including full body aromatherpy massage so everything was included.
The minute we arrived at the spa we were met by an English lady and were told what the treatment would entail and were pressurised to pay another 30 Lira each for face masks. She wanted extra money for all sorts of other things such as the jacuzzi but we said we would leave it, she did the hard sell but we declined.
After our Turkish baths we were taken separately for full body massages in private rooms which like the Turkish baths were done by men. It seemed very professional but I still did feel very vulnerable when he took my bikini top off and it was just the two of us in a very small room. After about half an hour he kept pointing to my back but didn't speak any English - he mentioned knots and smiled, he carried on for about five minutes and then disappeared. He came back with an 'interpreter'. Instead of bringing the English lady he brought a smartly dressed Turkish man who's English was terrible - alarm bells should have started ringing. He kept pointing to my back smiling saying he will be gentle and the massage continued. Turns out he was the spa manager.
After about 20 minutes I could hear my Mum outside asking where her daughter was, I could hear her saying "please do not ignore me and help me find her". My Mum came into the room and told me I had been conned for extras. The interpreter marched in and yelled "you book extra physio massage". Turns out the Thomson minibus had left without us. I jumped up and was literally topless with two big Turkish men standing over me demanding that I pay them 90 Liras (about £45). I ran out dizzy and nearly passed out because didnt have time to relax following the treatment and literally jumped up ran and got dressed. The way the spa manager invaded my personal space was awful and very scary especially with his angry manner.
After being bullied and shouted at for over fifteen minutes we demanded a Thomson rep come to the spa which was over half an hour away from our apartments. Eventually he shouted at me and said "get out of my spa if you can't afford to pay I will, I have loads of money". It was funny how his English suddenly seemed much better!! We left and were very shaken up. It turns out the same interpreter had tried to con my Mum too along with the other guests - we saw a Swedish lady also reluctantly handing over notes.
What should have been a relaxing day was awful, extremely scary and left us shaken up. It ruined our entire holiday.
Once back at the hotel I phoned Thomson Turkish office to lodge a complaint but was diverted back to Thomson Customer Service in England, the customer service rep I spoke to could not believe what had happened and was shocked, he put a note on their system and advised me to speak to my rep in resort the following day and log an official complaint. I spoke to my rep and she asked me to write a statement which I did, she refunded us the £30 we paid. I mentioned how unhappy I was and how scary it was, she said the statement would be looked into and seemed sympathetic. She said she could not refund any extras the spa made us pay but we could take this up once home.
I explained I was very shaken and upset, she said the complaint would be logged and dealt with, I asked if we could receive a letter back from Thomson Holidays once home to explain what had been addressed at the spa and she assured me this would happen. I am worried this will happen to customers on a daily basis.
On return home I sent a letter explaining what had happened expecting Thomson to respond to my complaint within the 28 days they promise. That did not happen. Ten weeks later and after numerous phone calls chasing them up I was left a 1571 message saying that a payment and letter was in the post. When I received the letter there was no payment just a £100 gesture of goodwill for my next holiday along with a standard template apology letter - no acknowledgement or explanation of what I went through.
I have chased this up a number of times since and each Thomson customer service adviser I have spoken to has been good and has said the lady who dealt with my complaint will phone me. Guess what ..... she never did. THOMSON CUSTOMER SERVICE IS APPALLING!!!! Eventually after being like a dog with a bone the Thomson customer service assistant phoned me. Oh my goodness she was sooooooooooo rude!!!!!!!!!!!!!!!!!!!!!!!! She spoke over me and said that they merely resell the excursion for other operators and what happened is nothing to do with them. I could not believe her manner - so much for good Thomson customer service!!! I asked to speak to a Manager and have been assured one will phone me back ..... lets see!!
The interpreter was waiting for us in reception and was shouting aggressively at me pointing in my face - I cannot put into words how scary it was, he was very aggressive. I said I didn't book extra time and he was sarcastic and said I had. I explained I had no money and he said their own minibus would drive me back to our hotel and we could pay them there, the driver would wait until we handed over the money!!!! Many thanks to the lovely Thomson Holidays who did not even check if we were ok!!!
The following day my Mum and I followed advice and booked for a Turkish Spa and massage at the Thomson welcome meeting and arranged it for later that afternoon. We paid £30 each for Turkish bath with all extras including full body aromatherpy massage so everything was included.
The minute we arrived at the spa we were met by an English lady and were told what the treatment would entail and were pressurised to pay another 30 Lira each for face masks. She wanted extra money for all sorts of other things such as the jacuzzi but we said we would leave it, she did the hard sell but we declined.
After our Turkish baths we were taken separately for full body massages in private rooms which like the Turkish baths were done by men. It seemed very professional but I still did feel very vulnerable when he took my bikini top off and it was just the two of us in a very small room. After about half an hour he kept pointing to my back but didn't speak any English - he mentioned knots and smiled, he carried on for about five minutes and then disappeared. He came back with an 'interpreter'. Instead of bringing the English lady he brought a smartly dressed Turkish man who's English was terrible - alarm bells should have started ringing. He kept pointing to my back smiling saying he will be gentle and the massage continued. Turns out he was the spa manager.
After about 20 minutes I could hear my Mum outside asking where her daughter was, I could hear her saying "please do not ignore me and help me find her". My Mum came into the room and told me I had been conned for extras. The interpreter marched in and yelled "you book extra physio massage". Turns out the Thomson minibus had left without us. I jumped up and was literally topless with two big Turkish men standing over me demanding that I pay them 90 Liras (about £45). I ran out dizzy and nearly passed out because didnt have time to relax following the treatment and literally jumped up ran and got dressed. The way the spa manager invaded my personal space was awful and very scary especially with his angry manner.
After being bullied and shouted at for over fifteen minutes we demanded a Thomson rep come to the spa which was over half an hour away from our apartments. Eventually he shouted at me and said "get out of my spa if you can't afford to pay I will, I have loads of money". It was funny how his English suddenly seemed much better!! We left and were very shaken up. It turns out the same interpreter had tried to con my Mum too along with the other guests - we saw a Swedish lady also reluctantly handing over notes.
What should have been a relaxing day was awful, extremely scary and left us shaken up. It ruined our entire holiday.
Once back at the hotel I phoned Thomson Turkish office to lodge a complaint but was diverted back to Thomson Customer Service in England, the customer service rep I spoke to could not believe what had happened and was shocked, he put a note on their system and advised me to speak to my rep in resort the following day and log an official complaint. I spoke to my rep and she asked me to write a statement which I did, she refunded us the £30 we paid. I mentioned how unhappy I was and how scary it was, she said the statement would be looked into and seemed sympathetic. She said she could not refund any extras the spa made us pay but we could take this up once home.
I explained I was very shaken and upset, she said the complaint would be logged and dealt with, I asked if we could receive a letter back from Thomson Holidays once home to explain what had been addressed at the spa and she assured me this would happen. I am worried this will happen to customers on a daily basis.
On return home I sent a letter explaining what had happened expecting Thomson to respond to my complaint within the 28 days they promise. That did not happen. Ten weeks later and after numerous phone calls chasing them up I was left a 1571 message saying that a payment and letter was in the post. When I received the letter there was no payment just a £100 gesture of goodwill for my next holiday along with a standard template apology letter - no acknowledgement or explanation of what I went through.
I have chased this up a number of times since and each Thomson customer service adviser I have spoken to has been good and has said the lady who dealt with my complaint will phone me. Guess what ..... she never did. THOMSON CUSTOMER SERVICE IS APPALLING!!!! Eventually after being like a dog with a bone the Thomson customer service assistant phoned me. Oh my goodness she was sooooooooooo rude!!!!!!!!!!!!!!!!!!!!!!!! She spoke over me and said that they merely resell the excursion for other operators and what happened is nothing to do with them. I could not believe her manner - so much for good Thomson customer service!!! I asked to speak to a Manager and have been assured one will phone me back ..... lets see!!
The interpreter was waiting for us in reception and was shouting aggressively at me pointing in my face - I cannot put into words how scary it was, he was very aggressive. I said I didn't book extra time and he was sarcastic and said I had. I explained I had no money and he said their own minibus would drive me back to our hotel and we could pay them there, the driver would wait until we handed over the money!!!! Many thanks to the lovely Thomson Holidays who did not even check if we were ok!!!
Follow up complaint letter Thomson
Mrs C ********
*************
*************
2nd September 2010
After Travel Customer Support
TUI UK
Wigmore House
Wigmore Lane
Luton
LU2 9TN
For the attention of a Manager
REFERENCE: 10/3210422/CC
Dear Sir/Madam
This is a follow up of my previous letter, email and numerous telephone calls which have obviously not been dealt with the seriousness it requires.
When I was assaulted on a Thomson’s excursion I cannot stress enough how much of a terrifying ordeal it was, the two men were extremely aggressive shouting pointing in my face for over fifteen minutes. The customer service representative Corin who is supposed to be dealing with my complaint has upset me further today with her attitude and lack of respect towards my serious complaint.
It took over nine weeks to receive an initial response to my letter despite chasing the complaint. Corin eventually left me a voicemail message explaining a full letter and payment was in the post where in fact what I received was a standard template letter slightly amended which did not address any of the issues in detail and a token £100 off my next Thomson holiday – no detailed apology, acknowledgement or assurance that it had been dealt with by the overseas team and spa in an appropriate manner.
I have phoned twice to follow up my complaint and explain that I am disgusted with the response and the Advisers have been excellent and have said Corin will phone me back as she is dealing with it, despite being told this twice no phone call was ever received. Today 2nd September 2010 she has finally phoned me back after chasing her for a third time and a voicemail was left. I returned her call at approximately 4.40pm today 2nd September 2010 (from telephone number 01204880280 to telephone number 08448711476) and Corin’s attitude was appalling, rude and disrespectful. Please can my telephone call be listened to so you can hear how unprofessional she was, her manner was condescending. I put the phone down feeling extremely upset and have asked for a Manager to phone me back but do not believe that this lady is going to pass my message on. She spoke over the top of me rudely and seemed to condone what happened and said it is Turkish culture to hard sell. She said she can see how it would have upset me but cannot help me further. Corin explained that Thomson’s merely sell the excursion on behalf of other operators; if this is the case then why were we told it is not safe to book on the streets? What is the benefit of booking through Thomson’s at four times the price?
My main complaints which have still not been addressed are as follows:
1) The mis-selling and misrepresentation by the transfer representative and holiday representative regarding the trip. They said it was safe and all expenses were covered when it was clearly not. Thomson’s are liable for all that their staff say to customers, so Thomson’s are responsible for this misrepresentation. Surely Thomson’s are required to undertake a certain duty of care to their customers?
2) The spa people themselves demanding money with menaces - a crime in just about any country in the world. Thomson’s were negligent in allowing me to be subjected to a crime by one of their suppliers on an excursion booked through them.
3) Thomson’s were negligent in abandoning us there when the minibus left without us (we were in an enclosed spa, we were not off sightseeing and forgot the time!) without checking that we were safe.
4) Thomson’s did not follow up my in-resort complaint appropriately. A crime had been committed and I was not advised to inform the Police in Turkey. It is obviously too late to do that now so Thomson’s were negligent in their initial response when I reported the matter to both their Customer Services team in the UK and their in-resort staff. Filling in a Customer Service Report is only an acknowledgement of an issue, not a reactive response to a crime.
The experience ruined our holiday and left me frightened and at risk. I feel my complaint has been ignored and brushed under the carpet which is completely unacceptable.
I am giving a further deadline of two weeks by when I expect a reply by letter and expect the way Corin has dealt with my complaint to be looked into especially the telephone call today and her rude manner.
As an outcome I want assurance that this will never happen again to other customers, a proper acknowledgement and apology for what happened along with compensation. A voucher for £100 off my next holiday is no value to me whatsoever I have lost all confidence in Thomson’s as a company. This experience completely ruined my holiday.
I have travelled with Thomson’s for many years including getting married in Barbados with Thomson’s Weddings in 2003 I cannot believe the customer service I have received from a company which I thought was the best.
I look forward to a full response to this letter within 14 days and if I do not receive a satisfactory response or a reasonable offer of compensation I intend to recover the full cost of the holiday through the small claims court at the earliest opportunity.
Yours sincerely
MRS C ********
TEL: *********
*************
*************
2nd September 2010
After Travel Customer Support
TUI UK
Wigmore House
Wigmore Lane
Luton
LU2 9TN
For the attention of a Manager
REFERENCE: 10/3210422/CC
Dear Sir/Madam
This is a follow up of my previous letter, email and numerous telephone calls which have obviously not been dealt with the seriousness it requires.
When I was assaulted on a Thomson’s excursion I cannot stress enough how much of a terrifying ordeal it was, the two men were extremely aggressive shouting pointing in my face for over fifteen minutes. The customer service representative Corin who is supposed to be dealing with my complaint has upset me further today with her attitude and lack of respect towards my serious complaint.
It took over nine weeks to receive an initial response to my letter despite chasing the complaint. Corin eventually left me a voicemail message explaining a full letter and payment was in the post where in fact what I received was a standard template letter slightly amended which did not address any of the issues in detail and a token £100 off my next Thomson holiday – no detailed apology, acknowledgement or assurance that it had been dealt with by the overseas team and spa in an appropriate manner.
I have phoned twice to follow up my complaint and explain that I am disgusted with the response and the Advisers have been excellent and have said Corin will phone me back as she is dealing with it, despite being told this twice no phone call was ever received. Today 2nd September 2010 she has finally phoned me back after chasing her for a third time and a voicemail was left. I returned her call at approximately 4.40pm today 2nd September 2010 (from telephone number 01204880280 to telephone number 08448711476) and Corin’s attitude was appalling, rude and disrespectful. Please can my telephone call be listened to so you can hear how unprofessional she was, her manner was condescending. I put the phone down feeling extremely upset and have asked for a Manager to phone me back but do not believe that this lady is going to pass my message on. She spoke over the top of me rudely and seemed to condone what happened and said it is Turkish culture to hard sell. She said she can see how it would have upset me but cannot help me further. Corin explained that Thomson’s merely sell the excursion on behalf of other operators; if this is the case then why were we told it is not safe to book on the streets? What is the benefit of booking through Thomson’s at four times the price?
My main complaints which have still not been addressed are as follows:
1) The mis-selling and misrepresentation by the transfer representative and holiday representative regarding the trip. They said it was safe and all expenses were covered when it was clearly not. Thomson’s are liable for all that their staff say to customers, so Thomson’s are responsible for this misrepresentation. Surely Thomson’s are required to undertake a certain duty of care to their customers?
2) The spa people themselves demanding money with menaces - a crime in just about any country in the world. Thomson’s were negligent in allowing me to be subjected to a crime by one of their suppliers on an excursion booked through them.
3) Thomson’s were negligent in abandoning us there when the minibus left without us (we were in an enclosed spa, we were not off sightseeing and forgot the time!) without checking that we were safe.
4) Thomson’s did not follow up my in-resort complaint appropriately. A crime had been committed and I was not advised to inform the Police in Turkey. It is obviously too late to do that now so Thomson’s were negligent in their initial response when I reported the matter to both their Customer Services team in the UK and their in-resort staff. Filling in a Customer Service Report is only an acknowledgement of an issue, not a reactive response to a crime.
The experience ruined our holiday and left me frightened and at risk. I feel my complaint has been ignored and brushed under the carpet which is completely unacceptable.
I am giving a further deadline of two weeks by when I expect a reply by letter and expect the way Corin has dealt with my complaint to be looked into especially the telephone call today and her rude manner.
As an outcome I want assurance that this will never happen again to other customers, a proper acknowledgement and apology for what happened along with compensation. A voucher for £100 off my next holiday is no value to me whatsoever I have lost all confidence in Thomson’s as a company. This experience completely ruined my holiday.
I have travelled with Thomson’s for many years including getting married in Barbados with Thomson’s Weddings in 2003 I cannot believe the customer service I have received from a company which I thought was the best.
I look forward to a full response to this letter within 14 days and if I do not receive a satisfactory response or a reasonable offer of compensation I intend to recover the full cost of the holiday through the small claims court at the earliest opportunity.
Yours sincerely
MRS C ********
TEL: *********
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