Anyone think we have any chance of progress with a complaint to Thomson?

You will not know unless you try!

Did you make a complaint in resort and complete a form? Much as many of you were ill a TO will still use the lack of complaint in resort as an excuse for not paying out.

Did you get names/telephone numbers of others also effected.

I suggest that you write a simple letter of complaint with bullet points concerning your complaint. Please do not make it into an epic, those that read them regard such letters as the usual whinger and reject them. The letter should be sent by post - recorded delivery/signed for service. That also enables you to track it online. Much as people like to fire off an email they never seem to arrive.

They are required to reply within 28 days or will say they are investigating. Either way the 28 day clock starts again from that or when you write back.

Have you consulted your doctor? If so and they have done tests then that can be of help.

Please keep us informed so we can assist.

fwh

I think we were very naive in not complaining in resort. We learned several other passengers on our flight had done so.

Symptoms had largely gone by return home, so did not consult doctor.

Still, as you say, we can but try. Have been expecting to see something in the news about the health risks to tourists in Madeira since the floods but nothing yet.

Thank you for your advice.

Might be an idea to speak with your doctor. These things stay in the system for some time and he might possible be able to arrange for tests.

I would still write the letter, you were not the only people effected and I think others may also have complained. I take the view that all it costs is a little time to write the letter and the cost of a stamp.

fwh

Have written the letter, though I feel well now, so don't want to trouble the doctor.

I have made the point that I know that other holidaymakers on our flight have complained and, also, that I informed the rep that I had been ill. The hotel also knew, as we needed directions to the Pharmacist.

Please keep us posted.

By the way welcome to HT - why not browse the various sections - you never know you might just be able to help somebody - we are a friendly bunch in here.

fwh

Thanks for that. Someone on another website mentioned this one.

Must admit found it a bit confusing at first. Maybe something more on the home page explaining the purpose of the site etc would be a help for the bewildered.

Will certainly keep visiting!

Was it a Thomson or Thomas Cook holiday?

Thomson

Sorry keep confusing the two. Definitely Thomson.

Hi rugbyballs ... you may perhaps be able to give some advice to pagansue, who is concerned about her trip to Madeira on Monday ... please click here.

David

We have just returned from Madeira on a Thomson holiday, too, and we seem to have had more or less the same experience as rugbyballs. We had tried and tried to postpone or cancel the holiday as we were so concerned about all the press coverage, stories about sewage, no clean water, no walking trips, etc. We were absolutely disgusted with Thomson's attitude, which was basically one of - 'now we've got your money we have no interest in your holiday any more, it's just too bad, get on with it'. So rather than lose a lot of money (we'd only booked 2 weeks earlier but had splashed out on a 5* Quinta) we went.

When we arrived, late and in torrential rain (which the rep wouldn't go out in, but expected us to) we found that the hotel had left a note telling us not to drink the water in the room. Fair enough, but they didn't supply us with any bottled, and charged 2 euros for, I think, 300ml! We still used the tap water for cleaning teeth, possibly shouldn't have done but were not told not to and didn't think about it for a few days.

Whether it was the teeth-cleaning, or the coffee or tea we had in town, or a bug caught from someone else, we will never be able to prove, but mid-week I came down with the worst bout of gastro enteritis I have ever known, still not feeling 100% even now. We did get the doctor in because otherwise I'd have ended up in hospital, so at least I have some proof that I was genuinely poorly.

I am always so careful when overseas - even in Asia I have never been ill so I know it wasn't my own carelessness. We did hear of quite a few other cases too, and of course the resort reps were saying that it was probably a bug brought in on a cruise ship. But I have my doubts - the infrastructure is still in turmoil even though such a hugely efficient clean-up operation is well underway. Is it likely that all the cafes, etc. are boiling their water for 10 minutes before serving each customer? More information needs to be given to visitors to the island at the moment. No-one wants Madeira to suffer from a drop in visitor numbers - but it doesn't help to be in denial, either.

We intend to contact Thomson again now we are home, not sure what good it will do but at least we are not alone!

It's reassuring (in a way) to know that someone had a similar experience to ours.

I suspect any letters to Thomson will fall on deaf ears. The only way I can see anything being done is if the Press pick up on this.

Anyone got any contacts?

Actually if you search through on Trip Advisor then this bug was about before the Madeira floods happened. It appears to be Norovirus that has affected many places in this country.

Pippa

Firstly, we don't know which virus it was. Secondly, the issuing of complimentary bottled water by the hotels immediately after the disaster was suspicious to me.

Who can be sure?

We have now received our reply to the complaint to Thomson.

As expected, they don't want to know. The letter is very bland in tone. They say that as there was no disaster declared or Foreign Office advice not to travel, this meant that customers could travel as normal.

They state that the water in all the hotels was tested and found to be ok. They also say that there was no interruption to supply, which was not quite true. They don't address the question of why the hotel issued bottled water.

They don't address the advice from their rep to stay in the immediate area of the hotel and the fact that the hotel shuttle bus to Funchal never ran, though those of other hotels did.

There is no reference to our complaint, that in the immediate aftermath of the disaster that they dealt with it badly. They simply quoted 'terms and condition' and gave us no options such as alternative dates or venues.

There is no offer of any kind of recompense. We wonder if there is anything further we can do and if other complainants have got anywhere.

They don't address the question of why the hotel issued bottled water.

I've stayed in hotels before where as an extra benefit to guests, hotels have placed complimentary bottles of water in the room each day. When used they are replaced by the housekeeper. Could it not be simply that this was a service offered by the hotel?

I don't see how you can complain that they provided complimentary bottled water.

My point was that it was done only in response to the crisis. I am not complaining about it, simply stating that it was suspicious. This was a feeling shared by many Thomson clients.

and if they hadn't supplied bottled water? I don't think they could have won either way.

They made a very sensible response to the health crisis, which unaccountably coincided with the Madeira floods.

It was their letter blaming the problem on the virus brought out by English holidaymakers, that did not endear them to some guests.

I actually liked the hotel very much and would happily return.