was just wondering if anyone can help me!
Me and my family have just returned from florida with Thomson last week.
We had booked premium seats for both flights as my dad suffers pains in his legs on long haul flights so he likes to have the extra room.
Everything was ok on the way out but the way back was a different story.
We arrived at the airport amd he man at the desk started to check us in and then stated that we were over our baggage allowance. We were all confused at this as we had 23kg on the way out and so we obviously had to return to the UK with 23kg and our baggage allowance was stated on the tickets as 23kg.
The man at the check in desk then stated that one of our party did not have a premium class ticket. At this point we all started to get confused and a bit anxious as we were worried and confused. The man at the checkout desk then went and found a Thomson representative to help solve our problem.
After around 10 minutes he returned with the rep and we explained the situation. At this point I would like to state that this rep was very rude and unhelpful and didn't try and explain what was happening. She then went off and made a phone call when she returned she stated to my father that he had cancelled our premium seats and had a full refund which he had received into his bank account. We all started to get a little frustrated as my father does not own a bank account and paid the full amount of the holiday in cash and had most defiantly not cancelled the seats or received any refund of any kind. After explaining this to the rep she implied that we were lying and that we had received a refund, as you can imaging we were starting to get a little bit angry at this accusation.
We then asked her to phone back the office she had just phoned and ask for a better explanation as the one she had given us was completely untrue. She proceeded to make the phone call then returned back and told us another complete lie which was that we had received a letter on the 9th of April saying that we could not have premium seats on our return flight. We had not or still have not received a letter from yourselves explaining this so again we were confused and the rep was making out that we were lying again. We then tried explaining that this had not happened and that we wanted to be sat in Premium as this was stated on our tickets and we had paid for this luxury.
The rep then just decided to leave us and when we tried asking for her name and some written information about what had happened she refused and said she had to leave. We were then stranded at the check-in desk with no support in the situation that had arisen.
The check in assistant then went on to say that we needed to pay an excess baggage charge of $120 dollars as you can imaging we weren't very impressed and indeed upset that we had paid for the privilege of been allowed extra luggage and now we had to pay again. It is impossible for us to fly out to America with 23kg of luggage and then return back with less.
So we ended flying home in economy even though we had paid for premium class in which my father was in a lot of pain and discomfort on the return flight all because of your services, we also ended up paying 120 dollars for baggage and we had to put up with being treated with no respect from the staff.
What should I do???????????/
Hi Cheri,
Here is a link to Thomson Complaints.
http://www.thomson.co.uk/editorial/faqs/how-to-contact-thomson/complaints.html
Hope you get it resolved, what a downer for you to endure at the end of your holiday.
Angie.
Here is a link to Thomson Complaints.
http://www.thomson.co.uk/editorial/faqs/how-to-contact-thomson/complaints.html
Hope you get it resolved, what a downer for you to endure at the end of your holiday.
Angie.
Sounds a complete shambles! You have my sympathy.
However, what you can expect to get from Thomson is a refund of half the extra you paid for Premium seats and a refund of the excess luggage charges. You will need to send them a photocopy of your boarding passes as evidence that you did not get the right seats, plus a copy of the excess baggage bill. Keep the originals and give the amount of refund you require. Keep your letter short and sweet. Lengthy rambles get ignored.
However, what you can expect to get from Thomson is a refund of half the extra you paid for Premium seats and a refund of the excess luggage charges. You will need to send them a photocopy of your boarding passes as evidence that you did not get the right seats, plus a copy of the excess baggage bill. Keep the originals and give the amount of refund you require. Keep your letter short and sweet. Lengthy rambles get ignored.
The minimum you should receive back is the cost of the return flights in the premium cabin and the costs of the excess baggage that you should not have had to pay as you had already paid for 23k on the outbound.
What a shambles, I dont understand why if it was clear on your tickets that you had premium cabin and that you had 23k the check in clerk queried it in the first instance ?
Was it something that came up on their computer screen when they tried to check you in ?
What a shambles, I dont understand why if it was clear on your tickets that you had premium cabin and that you had 23k the check in clerk queried it in the first instance ?
Was it something that came up on their computer screen when they tried to check you in ?
I wonder if you flew out on Ex First Choice plane which has 63 seats in Premier Green Seats and back on Ex Thomson which has only 31 seats in Premier Blue Seats, and they had to put some people in Economy.
snowyboy wrote:I wonder if you flew out on Ex First Choice plane which has 63 seats in Premier Green Seats and back on Ex Thomson which has only 31 seats in Premier Blue Seats, and they had to put some people in Economy.
Mmm. I think if that is the case we have had this query on the complaints forum before, but I can't remember the outcome. There might be some information on there that would be helpful to the OP.
You say you paid in cash. As you wouldn't have been able to do this online, i expect your father booked through an agent. Do you have an ATOL receipt from the agent who made the flight booking? It should show the cabin class and the money you paid.
Alarm bells are ringing here, if they are saying that money was refunded into a bank account (and your father doesn't have one), it has been paid into someones account. Someone has cancelled the upgrade. You need to find out from Thomson, who's account they paid the money into and on who's authorisation it was done (they have to have written notification). Sounds like it could be a fraud. Not on your part, but whoever dealt with your booking. The company the fraudster works for might not be aware.
Alarm bells are ringing here, if they are saying that money was refunded into a bank account (and your father doesn't have one), it has been paid into someones account. Someone has cancelled the upgrade. You need to find out from Thomson, who's account they paid the money into and on who's authorisation it was done (they have to have written notification). Sounds like it could be a fraud. Not on your part, but whoever dealt with your booking. The company the fraudster works for might not be aware.
I can see the word beginning with f has been blanked out and I understand for legal reasons, so lets see if 'something fishy' works!
Anyway, I hope you get an answer and it works out well.
Anyway, I hope you get an answer and it works out well.
The pax needs more than the half of this and that he needs compensation for stress caused,the easy way is get your solicitor to write the letter of complaint not cheap but it will let Thomsons know you mean business.
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