We’ve just received some very good news at TUI HQ. This weekend, Thomson and First Choice clinched the top spot in a poll carried out by the Sunday Mirror. In the tabloid’s biggest EVER travel survey, readers voted us their favourite tour operators, with Thomson Airways very narrowly missing the top spot to come in at number 2 in the airline category. We’re pretty excited to say the least, so thought we’d say a little thank you. After all, if you’re happy, we’re happy…
It seems to be recurring theme but I too have sent a complaint by online form which took several attempts and by letter with photographic evidence of the holiday further marred by useless resort reps and false promises by Thomson. I have never yet received any sort of acknowledgement. The worry is that we had already booked next years holiday with Thomson ( had we already have travelled I doubt we would have used them) I have spent a lot of money already with this company and don’t want to lose any more! i was prepared to give Thomson the benefit of the doubt, and blame the hotel menagement and the in resort reps but this lack of after sales service is appauling. I suppose before we go on the next one a very helpful Thomson staff member will call and ask if they can relieve me of more money for airport parking, creches and other holiday extras but if I need to talk to them about their failings, they are impossible to contact!
Hi Katie, When did you send your complaint to the After Travel Team – and can you confirm your booking reference with us so we can check the status for you.
I made a complaint via your online form 26 days ago regarding negative aspects of our holiday experience. So far no response or acknowledgement whatsoever. Very disappointing. I was planning to leave it 28 days before I escalate any further however looking at some of the posts in this thread it seems to be a common theme not to receive a response. Do I need to escalate to ABTA to ensure that my complaint is dealt with?
Hi Robert, I’ve sent an e-mail to you and you should receive this shortly.
My family and I just returned from Cancun. The staff on both our Thomson flights were fantastic and really made our journey. I travel with my eldery parents and they staff were brilliant. Thank you!
Hi Sarah, It’s great to hear that you enjoyed your holiday in Mexico. Where did you stay? ^Hollie
I have been waiting 35 days now for a response from Thomson. I sent all relevant documents and filled out the online form and have phoned Thomson on a few occassions to follow this up. I waited the 28 days and now have been waiting a further 7. Not even a phone call from them to be updated on the situation. Trying to phone Thomson and always on hold for nearly 30 minutes. I have now sent my complaint on to ABTA. We even saw people having the same problems on holiday as us on WATCHDOG! Thomson please get in touch, or do I need to report to a tv programme just to get an answer from you?
Hi Ashley, I’ve sent you an email.
How Thomsons/First Choice recieved this award baffles me. Complaint went in over 30 days ago now, had an acknowledgement and promised a response within 28 days….still nothing. From these comments it does not suprise me. Absolutely ruined my honeymoon. From building work at 2am in the morning, to rude hotel staff & employees, thats just the start. it was just a disaster. According to ABTA rules a non response automatically makes them fully liable and accepting fault so I assume this is why we have yet to recieve a response?!
Hi Stacey, I’ve just sent you an email. ^Hollie
I have used Thomsons on many occasions so decided to book a surprise holiday for my husband for his 50th birthday, we are going in January 2013 and will be away on his actually birthday, when I booked it in 1 of your shops I specifically said it was a surprise and they assured me this would be kept a surprise BUT, someone from your sales team rang and asked to speak to my husband and asked if he was looking forward to his forthcoming holiday and would he need any extras purchasing!!!!! I have made a complaint in the shop and also online but as yet have not even had as much as an appology, and this holiday has cost me a lot of money as I wanted it to be special but thanks to your great customer service this had now been ruined..
Hi Debbie, I’ve sent you an email. ^Hollie
In September of this year I went on holiday to Cyprus and stayed at the Nissi Park Hotel.
The holiday was booked at First Choice.
I am a disabled person who has to use a wheelchair, or crutches, to get around.
Before booking the travel agent confirmed with Thomson that there was a room available on the ground floor. This being necessary as this hotel does not have a lift.
We arrived at the hotel only to find that the room had been booked on the lower floor, in this country the first floor, and not on the ground floor. they do not have ground floor rooms at Nissi Park.
With great difficulty and a lot of help I got up the stairs, and then found that the rooms my family and I were given were right at the end of the hotel as far away from all amenities as they could have possibly put us.
This caused me a lot of distress and I could not leave my room and get about without being helped, which again upset me as I felt that others could not enjoy their holiday as they had to be there for my benefit.
My holiday was a disaster and caused me a lot of stress and I did not enjoy myself at all.
I did complain to the travel rep at the hotel but have not heard anything since.
I feel that I paid a lot of money only to have a very upsetting holiday and I couldn’t wait to get home
Hi Wendy, I’m really disappointed to hear about issues which you experienced on your holiday. I’d recommend that you contact the After Travel Team in regards to your query as they’ll be able to investigate this for you. If you’d like to contact the team, please complete the online form – http://www.thomson.co.uk/editorial/send-us-an-email-postTravel.html.
Ok so iv just been trying to place a complaint about the service iv been in receipt of and apparently i cant even do that and i was told that if i did place a complaint nothing could be done anyway. This is shocking! Im meant to be going on Thursday the 4th of October but iv had some difficulty with my travelling partner who can no longer come. If i cancel and try to claim iv been told that my reason is void or invalid so i went about searching for a new partner to go with me but no one can make it unfortunately. The only option i had left was my oldest son who is 8, i was told i could change the passenger name to his for £70 but when we went to do this it turned out i couldnt. Understandably i was annoyed as i had been told this was fine! I stand to lose nearly £1000 and am not amused! What can be done, there has to be something…
Hi Carys, I’m sorry to hear about the problems you’ve experienced. I believe you’ve contacted us on our facebook about this and the team have responded.
I to have sent e mails to thompsons regarding a holiday we went on in Aug 2012.
I was surposed to be an adult only hotel but there were young children stopping in the hotel. I have also sent two letters and still no reply, last letter i sent was recorded post, i feel that thompson has really let me down this time. I feel like im being ignored and i dont find this acceptable.
Hi Mark, If you can confirm your booking reference with us then we can chase this with the team for you.
I to have sent e mails to thompsons and still had no reply.We went on a adult only holiday and when we arrived there were children.I have now sent two letters second one by recorded delivery.Im still waiting for a reply.I feel that thompson have really let us down this time.
Iv not got my booking number as iv had to close my e mail account as it has been hacked.But we traveled on Aug 5th 2012 and returned on the 13th Aug.We stopped at the Angela hotel costa del sol.
Hi Mark, I’ve just spoken to the team and you should receive a call about this.
Believe it or not, I too am waiting for a response to my now 30 day old complaint. After Travel Support feel that an acknowledgement letter stating they might take longer to answer because it’s the busy period is acceptable. Worse still, when I contacted After Travel, to find out what was happening with my complaint, they claimed not to have received it, and were caught bang to rights, when I stated I received an acknowledgement from them personally!
Yes, I too effectively feel like I am being ignored, for what should be a relatively straightforward complaint resolution. Especially since it was logged at the resort (with on-site reps), and also when arriving home. It wasn’t a bad holiday, but it wasn’t a great one either, marred by our issues. Unlike some, I’m not wanting a full refund, but I do believe the value of the family holiday I went on in August, was compromised by inadequacies & promises with the booking process, then again at the resort. Shame. As a result, I don’t believe what I have requested back is unreasonable.
Also, Correct if I’m wrong, but under the ABTA rules, aren’t you supposed to reply within 28 days (? So why, then do I have to contact Thomson, instead of the other way around ). Perhaps I should raise with ABTA?
As a consultant, my time is expensive, and will shortly become chargeable!
Hi Dave, It’s disappointing to hear this. If you’d like to send us your booking reference and any further details across in an email, we can look into this with our After Travel team for you. Please send this to thomsoncares@thomson.co.uk.
Email sent – still no update now at 39 days and still increasing, with no guarantee of when it will be looked at. Quite frankly, appauled at the experience before, during and after travel service that I have received from Thomson
Hi Dave, I believe our After Travel team have been in contact with you about your complaint. An Advisor is looking into your concerns and they’ll get back to by Friday.
Appauled! At Thomson after travel. It seems Thomson doesn’t care, as the email address suggests.
41 days……. I got my response and have been dismissed, being basically called a liar, that i could not have possibly booked the room i supposedly did. As far as thomson are concerned they have closed this case. ABTA, here i come. Disgusted.com
Hi Dave, It’s disappointing you feel this way. Your within your rights to speak to a third party should you be unhappy with the information you’ve been given.
Sent my compliant on August 28th! and have not heard nothing at all.
Now you would think that with the economy being how it is today, A company as big as Thomson would like to keep their customers and want them to return year after year. After we work hard to scrimp and save for our annual holidays the least they can do is at least a courtesy call to say they are investigating our complaint!!! And that it will take longer than usual.
Hi Sarah, I’m sorry to hear this. If you’d like to email us your booking reference number we can take a look into this with our After Travel team for you. Please send your details across to thomsoncares@thomson.co.uk.
If you haven’t even received an acknowledgement then it’s unlikely it’s been put on their system. (as I found out, despite receiving an email from one of their team) -
‘if your happy we are happy’ perhaps you should add ‘and if you are not happy we don’t want to know’.
I’m writing to advise you that we emailed your after travel service to complain about a terrible experience we had on one of your package tours. Initially we received an email back to say that they were unable to read our email in the format we had sent it therefore I resent immediately in a new format asking for confirmation that it could now be read. Five emails later asking the same question again and again someone finally responded to say it could be read yet a month on I’m still waiting to hear how my complaint will be dealt with!
Not only did we not get the holiday we paid for and worked hard for we now have to spend yet more time chasing Thomsons up. Please can you advise how you are sticking to the ATAB guidelines when responding to your customers?
Hi Melissa, I’m disappointed to hear about that. Our After Travel Team do have a response time of around 28 days. If you feel that this time has passed, and would like me to chase your complaint, please send me your reference number so that I can contact the After-Travel Team.
Thanks for your reply,
I have been waiting over the 28 days here is my booking reference number. I look forward to hearing what is happening with regard to my complaint.
Melissa Rogers
Hi Melissa, Do you have your other reference that you can send over as that reference isn’t recognisable on our systems? Thanks
Hi,
This is the full number we have.
Lead passenger Melissa Rogers
Hi Melissa, I’ve passed your details over to the After Travel Team and asked that this be picked up as a priority. ^Hollie
I sent a letter of complaint on 20th June regarding issues we experienced on our honeymoon in Protarus, Cyprus in May. After not receving a response after a couple of months I copied and pasted the letter into the online complaints and sent that. I have still not had any response.
It appears that complaints on here actually get a response, so lets see if it’s third time lucky!
Hi Paula, I’ve just checked your booking and can see that an Advisor has investigated your letter and is just waiting for the response to be quality checked. I’ll send an email to our After Travel Team and ask that they put a chaser on this for you. ^Hollie
My daughter still has an outstanding complaint since the end of May 2012! Despite complaining on line and by phone she was told it was her responsibility to physically get off her seat whilst in the travel agents, grab a brochure, and double check what the travel agent was booking as it is not the agents job to show you what they have booked. I questioned why you would need to go to the travel agents then, and was told for advice!! So, if you ask for South Miami Beach hotels expect North Beach and something that resembles a ‘red light district’. Not much you can do when you are a young woman of 20 years old stranded in Miami. So, my advice would be book your holiday yourself, after all you can’t rely on them to book it for you.
I’m disappointed to hear that Sue. Where did your daughter send the complaint to? If you’ve got her reference number, please can you provide this to us so that we can chase this for you?
Hi Amarita, my daughter’s complaint has gone to the local First Choice Branch, escalated to a gentleman at First Choice Customer Relations, ABTA, Customer Relations at Hayes and Jarvis who have supposedly escalated it further. Offered 50% off hotels last week, which my daughter refused considering it was costing her £21+ to get to South Beach each time. Advised today by Hayes and Jarvis despite having over another week, they are still investigating the complaint. Also, they couldn’t speak to me as it was 5.30pm and ‘ we’re out the door’. Mind you, they have only had 4 MONTHS so far!! Hayes and Jarvis reference number is 10001660/A633907.
Hi Sue, If your daughter would like to send us her booking reference and any further details in an email, we’ll be able to check this with the relevant team for her. She’ll be able to contact us at thomsoncares@thomson.co.uk and we can look into this as soon as possible.
i wanted to book an extra week onto my already booked holiday,dates available.Thomsons want to charge me an admin fee of £50 per person for the privelage. I DONT THINK SO. AND NEXT TIME I BOOK A HOLIDAY IT WONT BE WITH THOMSONS
Hi, I’m sorry that you weren’t aware about the amendment fees which we charge. If customers wish to amend any aspect of their holiday, we do have certain amendment fees in place. These are to cover the administration work which needs to be done in order to action the change. This information is also within our terms and conditions.
Just rtnd from Thomson Holiday. First package trip in years. No wonder travel agents of this type are going bust. They told me the seats l wanted werent available so l paid for other seats. At the airport the seats were avsilable. I could pay again. I had to do this both ways. On hol. they told me they would fix it fot rtn. They didnt. Also sat hour and half on coach at airport no reason given. Rep. disappeared on hols. Had to use text system absolutely useless. Never again. Booking agent overseeing complaint. DIY
hol. for mer never Thomson again.
I’m disappointed to hear about your experience Keith. Have you contacted the After Travel Team about this who’ll be able to investigate this for you?
have just received a letter from thomson about my complaint, have tried the after travel sight but like everyone else I cannot find it.
I am not happy withe the outcum of my complaint i feel I am owed £50 thomson has stated it was refunded at the time of booking, this was not possible, as I paid the full amount on line then sent in a voucher for £50. thomson could not know I was going to do this as the voucher could be used any time over the next 18 months. have had a letter from thomson stating I was given £50 off my booking, but they have not supplied me with a breakdown of the bill showing my refund.
Hi, I’m sorry you feel that way. If you wish to contact the After Travel Team, please contact them using the following link – http://www.thomson.co.uk/editorial/send-us-an-email-postTravel.html. ^Amarita
Just googled Thomson Complaint response times and find this place!
Have to say I’m not surprised by the number of complaints on here about complaints not getting any response!
I’m also one sat waiting for a response to a complaint (as not received a promised refund on a cancelled excursion on my honeymoon to name 1 thing), it being 22nd day of a claimed up to 28). Seems their after holiday customer care is atrocious.
I was originally would of been happy to book with them again, but if I’m likely to be waiting as long as some of the people on here not sure I will now.
Interestingly a Thomson feedback form arrived the other day. Won’t be completing that anytime soon…
Hi Damian, Our After Travel team are working hard to respond to all complaints as soon as possible. You can call them to chase this on 0844 871 0882 and they’ll be able to look into it for you. I’m sorry you’ve been disappointed.
Always found Thomson customer service excellent.both their head office and travel shop at Allerton road Liverpool…only ever had one minor situation, sorted out with in two weeks!! Also wrote a letter of praise to them recently…how many others bother to do this when things go right or do we all just whinge!!
The downside now to Thompsons Airways is the dreadful catering, taste and presentation, on board since they dispensed with in flight meals. Feel sorry for the crew having to handle it!!
Anyway lets all cheer up!! John
Hi John, Thank you for your comments and feedback. I’ll be sure to pass this onto the relevant team.
I have just r ead all the above comments and could not agree more, firstly the after travel survey site does appear to be non existant. The complaints department do eventually reply to complaints but word their letters so that they do not answer your questions, just a load of flannel. I must agree we are very annoyed that they do not seem to want happy customers, basically they are the No. 1 company take us or leave us we have plenty of customers. After travelling with thomsons for many years this is our first complaint and basically we have been told where to go!
Customer Service is non existant. Another unhappy customer so what.
Hi, I’m sorry you feel that way about the service. We’ve got the Contact Us page for the After Travel team where you send your details to them. If you’ve not been happy with the reply given, I’d advise to go back to them firstly. If you’re still unhappy then you can speak to a third party for further advice.
i have just received a reply from my holiday complaint asking me to complete a short survey which I have tried to find on the link you provided but it dosn’t seem to exist . it’s so annoying as I have already waited over 6 weeks for a reply to my complaint and I am still annoyed at the response I have received. Thompsons seem to have everything tied up in there favour and don’t seem to like to listen to genuine complaints .I have cruised with Thompsons many times and always enjoyed my holiday never once complaining about anything but when I have a complaint I am told that the feedback from that holiday was excellent so in my mind you only listen to what you want to hear,well word of mouth is also important and anyone asking me about my cruise and experience on the Island Escape (RUST BUCKET) Has been told not to go anywhere near that ship.There were a number of guests complaining while I was on board ,a lot of them First Time Cruisers and I was telling them it was a shame they had to pick that particular ship as I have always had fantastic cruises with Thompsons.Still Annoyed all I Have been offered is sorry sorry sorry ,not good enough!
MRS J MATHER ONE VERY UNSATISFIED CUSTOMER.
I’m sorry to hear you’re unhappy with the response from the After Travel Team, Josephine. You’d need to speak to the team again if you wanted to discuss this further with them. Here’s a link to their contact details – http://www.thomson.co.uk/editorial/legal/contact-us-package-holidays.html
I am very shocked to see that Thomson have won this award as they must be one of the worst customer service teams in the business.
I have been waiting over 30 days for a response to my complaint. I haven’t recieved a call, or e-mail, or any form of correspondence to even say that they’re even processing my complaint. I have just tried ringing, for the 2nd time, but after waiting over 30 minutes (again, for the second time on a non-free phone number) I have decided to try again tomorrow.
If I don’t recieve a response within the next couple of days, I will be raising my complaint further with the ABTA who believe I have a case.
For reference, my ref number is
Thank you.
Hi Jordan, How did you make your complaint with the After Travel Team?
I sent a letter of complaint to you regarding the flight home from our holiday on May 29th Flight Ref Tom 249 Malaga-gatwick
at the Angela hotel Fuengirola (lovely hotel)
we are totally dissatisfied with the service we recieved on the flight home, booking ref for letter ,cant read signiture Customer support Team Wigmore house Luton
I sent a letter of complaint and recieved a reply on 26th June
saying they would be in touch and it might take 28 days
On July 27th I phoned ,they said letter in the post with second class stamp ,it is August 6th today still the letter has not arrived
I have been trying to ring Customer Complaint service for 2 hrs no reply the number you give out just rings and rings
I am looking into this as you are Abta Reg, some one must be able to help
I would like to warn anyone travelling who has mobility problems,
We have traveled with this company for many years but it seems to have totally changed
We were diverted from Gatwick to Stanstead, left sitting on the plane
the air conditioning was turned of while the plane was refueld
This took over a hour we were then told we had to leave the plane
we were told Transport was wating for us at Lower level at Stanstead to take us to Gatwick
This was another long wait
My husband needs help with transport to the plane this
was booked with Thompsons extras well in advance
We had no help at all
Getting to the Airport building was very difficult
We hadproblems with luggage ,no transport ,never saw a thompson rep at all
Easy jet rep was very good, I explained we were Thompson passengers he gave us advice and found our luggage for us
We never say a Thompson Rep from being told to leave the plane
it is now Aug 6th,I cant get a reply from telephone number 0844 871 0882 Started ringing at 9oclock did not put the reciever down till 10 30
We had to pay for Taxi from Stanstead Home as we had no advice or help ,my husband was looking very tired after travelling for over 25 hrs
I had to drive to Gatwick to collect the car
I have incured a lot of extra expence and Thompson dont even care enough to reply
Mary Goddard
Hi Mary,
I’m sorry to hear you’ve not received a response from the After Travel Team regarding your complaint. I’ve checked the system and can see a letter was written on 19th July and was checked, authorised and sent out on 6th August so it should be with you in the next couple of days. I’m sorry for the delay but if you have any other problems, please let us know.
Hi Rhiannon
It is Aug 11th, we have not had a reply from the After travel Team, they told me it had been posted on 3rd August
second class stamp
My problem is very simple
1 I booked with Thompson extra for help for my husband who finds it difficult to walk at the airport
2 no one could help at Maliga airport,they had no staff, but a lot of staff, including a Thompson manager, were helping to sort out any one who had overweight suitcases
3 No help at Stanstaed even though we had been sitting on a plane for 90 mins.
4 no help as to were our luggage had been taken to at Stanstead a easy jet rep helped us .
5No coach to take us to Gatwick as promised
I paid for a Taxi home
Then had to go to Gatwick to fetch my Car
we paid extra be met at Gatwick airport
thompson have given me no expaination ,no help
I find it very difficult to understand why a complaint about a holiday ending May 30 hasnt been sorted by August 11
I have had no reply from the After travel tea
Mary Goddard
Hi Mary, I do appreciate your frustrations so I’d recommend contacting the After Travel Team on 0844 800 3100 to ask why your letter has not yet been received. As mentioned in my previous post, it did show that this was authorised on 6th August so I would expect this to arrive tomorrow if it’s been sent out by second class.
Hi Rhiannon,thankyou for telephone number
it is Monday 13/08 2012 ,
We have not recieved letter from Thompsons ,But I have contacted the After travel team on the number you gave me
so thankyou for helping. I have been told,
The letter to me is still in the post it, will come the middle of this week,do you believe that ?
The gentleman explained to me that Thompson are not responsible for helping at the airport ,it is the airport authorities that provide this service
I feel this must be made clear to the traveling public
as I booked with Thompson extra ,and the tone of the adverts all ways seems to say Thompson are ready to help.
They offer this service as part of the package and i booked with Thompson not the airport,i also hand a paper in at Check in.
If the infomation he gave me is correct then why do you advertise a service you do not provide?
I pointed out to him there were a number of reps at Malaga
checking overweight luggage , but his answer was
Do you want your journey to be delayed ,while we help people
my answer Yes ,if we had not been kept waiting we would have had more time to walk slowly
This must be explained to people travelling with mobility problems ,
I will contact ABTA see if they can offer any advice
Thankyou for your help,when you read down these letters
you see the problem, the after Travel team are not helping
I was also told me Thompson dont have to answer in 28 days
so this can just go on and on
Mary Goddard
Hi Mary, We’re unable to directly help through the Social Media team with After Travel complaints so I’d advise to again speak to them if you’ve not had your response by this time. If you’re unhappy with the response, you’d need to go back to them again. It’s at your discretion if you decide to take this further as per ABTA or a third party for further advice. I’m sorry for the disappointment caused.
Hi ,It is 22nd Aug I arrived home 29th May
Still no reply to my complaint
Will send registed letter ,
Mary Goddard
Hi Mary, Can you send us your reference number, and we’ll see if we can chase this for you.
It is October I travelled home from Spain 29th/30th October 2012
Have not recieved letter from Thomsons to explain why our journey home was so terrible
I have sent all details to ABTA
Mary Goddard
Hi Mary, Can you send your reference number to us please?
Have recieved letter fromThomsons after contacting abta
they have sent me a letter dated August 17 2012
I will contact them again and send reply to abta
they do not even mention the fact we had no help with my husband having mobility problems am sending letter back to customer services in the morning 21 Oct 2012
we travelled home on May 29th
Hi Mary, From reading all of the posts I can see that you’ve had previous contact with us. Can you please forward me your booking reference number so I can look into this for you. I can see that our After Travel Team have responded to your complaint. If you’re unhappy with the response then you can contact then again to reopen your case.
have sent another letter to Thomson after travel team
Paid again for recorded delivery
This is the most strange company I have ever heard of
They sent me a reply Dated Aug 17th 2012
No explanation as to lack of help for my husband who had booked mobility
Mary Goddard
Hi Mary, It’s a shame to read this. Can you send me your reference number so I can check your second letter has been received.
Can anyone advise me where I go to next, I still have not received the refund Thomson agreed that I am due. I sent a letter on the 5 July for which I have not received a reply. I have called the after sales team a number of times with no luck as all operators busy. I called 08448710882 & 08442097337 yesterday and on hold for ages, as all operators busy and I gave up. Complaint.
Original comment 27/06/12
Hi Angela, I’ve just checked the notes on your booking and can see that you spoke to our After Travel Team on 8th August and they advised that your refund would be actioned for you that day. So, you should receive it really soon. ^Hollie
Me and my partner went on holiday in June to Ibiza, we really liked the resort of Es Cana and our hotel The Coral Beach. However, the service that we recieved from Thomson was none existant. We had no welcome package, no rep meeting-therefore could not book any excursions (which we were really looking forward to), the rep was never at the hotel when your company stated that she would be present. Furthermore, our pick up times were wrong and we received no information about pick up times or departure, we spent our last day on the phone to the holiday line. Additionally, I sent a complaint about this to you over a month ago, therefore I have been ignored, if I knew this was the service we would receive abroad we would have booked with Olympic.
Hi Rebecca, I’m sorry to hear about the issues which you had on your holiday. I’ve just checked our systems, and it doesn’t appear that we’ve actually received a letter from you. Can you let me know where you sent this to?
I sent it online.
Hi Rebecca, It sounds as though the complaint hasn’t gone through correctly when you’ve used the online form as my colleague Amarita hasn’t got a complaint on the system. Have you spoken to the After Travel Team directly at any point on 0844 800 3100?
I have spoken to the lady who we booked the holiday with from the Accrington store and complained to her about your service, that doesn’t surprise me that you haven’t received my complaint, it seems to fit right in with the service I received on my holiday. This is currently adding to my annoyance.
Hi Rebecca, I’m sorry about this. You’ll need to re-send this through the online form or as my colleague mentioned, you can call the After Travel team and speak to them directly.
Booking Ref Lead A Bruce
I refer to our correspondence acknowledged by your Gary Wilson on 14/7/2012 who advised that Thomson has never received the original Customer Service Form competed by your rep Megan Watkin-Bennett at Barcelo Hamilton in Menorca on 5/6/12. These were scanned and sent to your office, I have sent subsequent e-mails and on trying to get some response again tonight was kept on hold for 15 minutes then transferred to after travel support whish is not closeed. I AM GETTING EXTREMELY angry with Thomson. I EXPECT the courtesy of a reply and my refund cheque.
A Bruce
Thanks for your post A Bruce. I’m sorry to hear that you’ve not received a response from our After Travel Team. The team do have 28 days to respond to complaints as per Abta guidelines and I can see that they received a call from you on 14th July to raise the complaint with the team so they do still have until 11th August to get back to you. I understand that you filled a customer service form in whilst you were in resort but we do ask customers to also raise a complaint with our After Travel Team on their return so this can be fully investigated with the information they’ve been given by the Resort Team. But I’m sorry for any disappointment this has caused. Please contact us again if you’ve not received a response by 11th August and we’ll chase this with After Travel for you. Alternatively, you can contact them directly on 0844 871 0882.
I have just returned from one of your ¨Platinum Resorts ¨The Jaz Mirabel Beach in Sharm. I had visited this hotel 2 years ago and had the most wonderful time and its the only hotel we have ever returned to. What a Mistake……… The first room we were allocated was filthy dirty, broken furnature , plaster missing from the walls and the whole of the glass shower cubicle hanging waiting to fall off. We refused to stay in this room anad the reception gave us a room below , which was pretty mush the same without the dangerous hanging glass. Our luggage was not bought to us so my husband had to go and collect it. Its very late at night by this time but we start to unpack and realise the safe is smashed and the fridge doesn’t open. I again asked to be moved but was told they were full..totally untrue. Early the next morning , waking us up 5 workmen turned up to fix the safe and fridge only causing more damaged.
Speaking to the Thompson rep, he had no interest whatsoever as we were not in the mood for buying excursions and nothing at was done.
Our room was never changed, we only had one sheet on our bed, no top covers, our bathroom wasnt cleaned for the last 5 days and I think only a quick sweep was done on every other day. it took 3 days to get toilet paper, one day we had no towels in our room. no spare pillows
and speaking to other guest we had no robes like other guests and the year before, no slippers etc etc. I am assuming now we were given a non used room hence no bedding etc. The staff in general didnt care infact one member so our belongings around the pool in order that he could find them for a reward. it was only for the fact that another member of staff recalled us from our previous stay that they were returned.
I have complained to Thompson but am I really likely to get a reply. I see that they are still rating this hotel as 5 star for 2013, how can this be the case, who checks these hotels are still up to standard. I work in the travel industry and i would choose to throw this hotel out of selection. Even the food had less choice although usually found something edible.
My husband and I decided from day 2 that we would not let this ruin our holiday but I wish now I had insisted that we got all the services we had paid for and not put up with substandard holiday. If Thompson do not reply who should i contact to take things further.
Hi Debbie, I’m sorry to hear about the problems you experienced whilst you were on hotel in Egypt. I’d like to assure you that our After Travel Team do investigate all complaints they receive fully and have 28 days per Abta guidelines to do so. All our hotels are checking by our Quality Assurance Team and we also have Health and Safety Teams which also monitor our hotels. I’m sorry if you’ve been disappointed by your holiday experience with us and I hope you receive a response from After Travel soon.
I have just sent a report but not sure if it went.please advise me.
Hi Elisabeth. Have you sent an After Travel Complaint? If you have, let me know your reference number and I’ll check whether it’s been received.
After searching for this site I have given up.Today I received a letter from Donna Barter from the after travel team in reply to 2 I had sent to them regarding our issues with the Island Escape In May.I found it very condescending and did not give me answers I wanted.I have NEVER needed to complain to Thomson and thought they would be more understanding.The phone no.they gave me to ring could not help me and told me I needed to go back to where we had booked the cruise. We were misinformed when we booked and were told the Island Escape was identical to the Celebration which we had been on twice,but there was no comparison.Maybe you can help.PLEASE.
Hi Elisabeth, I’m sorry that you’re unhappy with the letter which you’ve received from the After Travel Team. If you wish to discuss this with them further, please contact After Travel on 0844 871 0882.
I have sent them a message on the aftertravel page.thank you for your reply.
I cannot believe you can actually advertise this on your web site when you cannot even be bothered to reply to a two page customer satisfaction form I submitted during my holiday about my wedding package I booked with you that tuned into a complete shambles due to the idiot ‘planning’ it.
What’s even more shocking is I repeated my complaints to the email on the bottom of said form, for it to be returned and told to submit them to another web site – of which I’ve done and surprise surprise no reply…
You are an absolute farce!!!
I think the only reason you got the award was lack of choice, your customer service stinks
Hi Vanessa, I’m sorry you haven’t received a response to your customer satisfaction form you submitted during your holiday. These forms help us receive information about your holiday, and help us with our research to see how factors can be improved. If you wish to complain about your wedding package, I’d recommend you contact our After Travel Team who’ll be able to look into this for you – http://www.thomson.co.uk/editorial/send-us-an-email-postTravel.html. If you’ve already done this, please let me know your reference number and I’ll see whether I can check the status of your complaint.
I have a holiday booked for October which we have had to cancel my mother & father in law off as my father in law has just been diagnosed with multiple myeloma cancer. I have called 4 times now requesting a letter to confirm they have been cancelled off and have lost their £350 deposit. No letter to this effect has arrived and I am getting to then end of my teather!! It’s is appaulling that a simple letter cannot be typed and sent to this effect, we are all dealing with the cancer and extra stress and phone calls are not needed at this time in my life.
Hi Emma, I’m sorry to hear about your father in law, and our wishes are with you and your family. If you’ve booked online, you should’ve received an amendment confirmation which is your cancellation invoice. if you haven’t received this, please let me know your reference number, and I’ll be able to check and resend this to you. If you’ve booked with a travel agent, you will need to speak to them direct. ^Amarita
It’s easy to see why Thomson were included in this poll…..Lack of choice!
With so many smaller better operators gone to the wall we are left to put up and shut up which is a great shame. I flew with Thomson this year 5.5 hour flight, cramped legroom and no entertainment on a dirty aircraft. To be honest, a holiday is what you make it in my opinion and it did little to detract from my overall enjoyment of the holiday. What I did find a shame was the terrible attitude of the cabin crew on both legs of the journey. Outward bound Exeter to sharm 28th June, a stewardess called Jade spent the whole flight mercilessly attacking a “new girl” on the crew whilst being rude to the customers and complaining about children on the flight.
On the return flight 12th June Sharm to Exeter, one stewardsess rammed the trolley into my knee and said ” leave your legs in the isle and they’re gonna get hurt”! My knee was in the isle as the chap in front was reclined into my lap like he was waiting for a head massage!
Another stewardess who referred to herself as the “Old Bird” used questionable language frequently throughout the flight. This was all somewhat amusing and provided the only distraction to the cramped conditions on board. I might well have objected however if I had small children with me.
I am genuinely sorry to see this once great airline in such decline.
I’m sorry to hear that, Tony. We’ll always pass on any comments we received on the blog to the relevant department but have you also raised your concerns with our After Travel Team? – http://www.thomson.co.uk/editorial/legal/contact-us-package-holidays.html
I find it quite shocking if Thomson is a top airline as our experience of them recently is dirty cramped planes, no entertainment with inedible expensive food. An 18 hour delay on the return flight generated a complaint which I am still waiting to be replied on even though it is now 29 days since the complaint submitted and was told by your call centre (10p a minutes to complain!) was being checked and sent to me last week.
Angela, is it correct that ABTA state all complaints must be deralt with in 28 days? If so, will you acknowledge here that Thomson, as well as being unable to get people home on time, is incompetant in dealing with complaints?
Hi John, I’m sorry to hear that you haven’t received a response from our After Travel Team. If you can confirm your booking reference with us, we’ll check the status of your complaint for you.
In February we paid £140 for extra leg room on a 6 hour flight. On the return journey, we had boarding cards with our allocated seat numbers with extra leg room, when we got on the plane another couple (who had not paid for extra leg room seats) were in our seats. We were asked to provide proof payment, which we did, then told we could not sit in the extra leg room seats. Despite a flight report being submitted, a letter of complaint (ref S12/4004977/HM) sent registered post and a phone call, to date we have not received a refund. ?????????
Hi Angela, I’m sorry to hear of the problems you received on your return journey. I can see that a letter was sent out to you on 14th June 2012 in response to your complaint. If you’d like to call our After Travel team on 0844 871 0882 they’ll be able to talk this through with you or resend the letter.
The letter received did not include the refund that I am entitled to.
Hi Angela, If you’re unhappy with the response received, then this is something you’ll have to discuss directly with the After Travel Team.
I e mailed you about my comment on our holiday at the sunrise beach in Cyprus and received a satisfactory letter back from you, you asked for feed back on your service but found the web site address did not take me to the survey! can i just comment on the fact that there are no recent reviews of this hotel on your web site, it looks a little strange and people like myself will just go to trip advisor to find information, my high opinion of Thompson holidays has slipped a little after this holiday if you can not trust a company like Thompson to deliver what is expected who do you go to next time!
Hi Ann, We are aware of the issues surrounding the reviews on our website and are looking for ways in which we can resolve this. Meanwhile, if you wanted to find recent reviews about the hotel you’re travelling to, we’d advise viewing the reviews on Trip Advisor which are also promoted through our website.
I have received a letter from Customer Support Advisor which includes a non existing phone number and a non working www. plus a refund cheque addressed to another person. Plus this was dated 7th June and received today the 23rd. Customer support,I don’t think so.
Hello Mrs McDonald, I’m sorry to hear of the problems you’ve experienced. I’ve just sent you an email so that I can investigate further. Hope to hear from you soon.
I’m personally astounded that Thomson have received this award, my experience has been nothing short of shockingly awful. You sent me to a resort where a large fire had destroyed half the resort (despite telling me prior to travel it was a small kitchen fire and there would be no impact to my holiday) and now I’m complaining about living in a construction site for 2 weeks you are ignoring me! Shocking in my view not something to shout about!
Hi Sara, I’m sorry to hear that. Are you currently waiting to hear back from our After Travel Team? And did you contact them via their online form, phone or letter? If you could confirm your booking reference, I can find out the status of your complaint for you.
Sorry Elaine i have spoken to the Retail Team and they have advised that i need to email the finance department but when i used the email they advised it got sent back undelivered. Can you please confirm what the email address should be or a contact number for them.
Many thanks for all your help and support
Hi Andrew, Sorry about the e-mail given not working, if you’d prefer to talk about it to them you can call 0800 009 3895.