Hi,
Went with family on a Thomson Holiday in May 09.
Raised the following immediately with the rep in resort:
* brochure description errors
* some key equipment (dishwasher, TV) not working and not repaired during holiday
* some safety concerns in villa
* some irritations with lack of servicing of villa as frequently as described in brochure
These were not addressed in resort so we wrote to Thomsons on return following usual guidelines, including sending in a copy of the complaint form agreed with the rep.
Several weeks after writing (and long after the timeline we had requested) we received a voucher for £150 off a future Thomson holiday to be used within 2 years, and this is not transferable.
The letter has not adequately addressed the points we raised.
This seems to be an easy trick for them - they'd sell another holiday or we don't book and it's cost them nothing.
Is £150 reasonable - if it were in cash? The original holiday was > £2000.
My inclination is to send the voucher back, express disappointment and ask for more and in cash. (We asked for compensation in the original complaint letter.)
Is that the best approach?
Should we go to ABTA, Trading Standards or Small Claims?
Any advice on phrases to use in next letter?
Hi brookhouse
I would recommend you contact Pam of Edmunds & Co solicitors on 01922 705134, for a free evaluation.
PM me if you require more info.
Good luck
Roger
I would recommend you contact Pam of Edmunds & Co solicitors on 01922 705134, for a free evaluation.
PM me if you require more info.
Good luck
Roger
As a general rule of thumb never accept a first offer!
The argument of cash versus vouchers is difficult as you can't put a simple cash value on your complaints. Eg, if they had charged a specific supplement for a sea view and you didn't get a sea view then you'd clearly want that cash back. Calculating a cash vlaue for your complaint will be much harder and needs professional advice.
The fact that the brochure was inaccurate is interesting, hopefully you kept it and gathered evidence to prove it wrong. In this case they are straying close to the edge of the law so might be more willing to settle if pushed, they wouldn't want your local Trading Standards Office to start action against them.
The argument of cash versus vouchers is difficult as you can't put a simple cash value on your complaints. Eg, if they had charged a specific supplement for a sea view and you didn't get a sea view then you'd clearly want that cash back. Calculating a cash vlaue for your complaint will be much harder and needs professional advice.
The fact that the brochure was inaccurate is interesting, hopefully you kept it and gathered evidence to prove it wrong. In this case they are straying close to the edge of the law so might be more willing to settle if pushed, they wouldn't want your local Trading Standards Office to start action against them.
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