Having just returned from a 2 week break at the Hotel Miami in Es Cana. I wasnted to quickly air my views on Thomson's.
Upon arriving at the hotel without a rep on our coach, we expected to find something mentioning a welcome meeting the next day. As we arrived just before midnight and found nothing on the boards, we checked all throughout the next day. For nearly 7 days there was nothing at all from a Thomson rep. Not a mention of a welcome meeting, excursions or anything. After 7 days there was a sheet of paper on the board mentioning that they no longer have reps in our hotel, and that the only way to speak to one was by contacting them by phone. Now this to me is very, very poor considering this is Thomson's, and not some small two bit tour operator.
A rep would have been very helpful when we had a problem trying to convey a complaint we had with the hotel. But we had to muddle on on our own.
Luckily we'd been to Ibiza on many occassions, but would hate to have thought what it would be like for someone holidaying in Ibiza for the first time.
Also, we were lucky enough to meet-up with a wonderful First Choice rep by the name of Jodie. She sorted out 3 excursions for us, she remembered our names and always had a smile and a chat. We honestly couldn't praise her enough. The third excusion we were due to go on was unfortunatly on the evening that I injured myself playing volleyball. She went out of her way to get us a full refund even though we canceled at the very last minute.
As far as I'm concerned, Thomson's have now lost my business.
Anyone else had problems with them?
I think this a sign of a "downsizing" operation by Thompsons
I believe the idea is to do away with a lot of the locally (hotel) based reps and rely on a central contact point in case of any emergencies.
It well could be a common occourance across all resorts.
I believe the idea is to do away with a lot of the locally (hotel) based reps and rely on a central contact point in case of any emergencies.
It well could be a common occourance across all resorts.
Nope, I think Thompson are great and the comment about them downsizing confuses the hell out of me as they clearly just merged with Lunn Poly and are supported by the international tourist company TUI! 
When I travelled to Ibiza with them recently they where superb particularly at the airport.
There new policy of having a dedicated telephone line that can be reached 24/7 is a far better system in my opinion and you don't have pushy reps in your hotel trying to sell you excursions the whole time. This is something which in the past I have heard complaints about the other way... so they can't win sometimes I suppose.
When I travelled to Ibiza with them recently they where superb particularly at the airport.
There new policy of having a dedicated telephone line that can be reached 24/7 is a far better system in my opinion and you don't have pushy reps in your hotel trying to sell you excursions the whole time. This is something which in the past I have heard complaints about the other way... so they can't win sometimes I suppose.
My problem with them is that for the first 7 days we heard or saw nothing from Thomson's at all. No rep and no mention of anything in the hotel. I'm still of the opinion that this is very poor from such a large company.
This is a poor show from Thomson's. When you book a holiday through a tour operator you are also booking the services of their reps.
To not have a rep on your coach nor any contact within the first 7 days is not good at all.
There should at least have left a folder in your room with contact numbers for emergencies.
Part of a holiday complaint procedure is the first notify your rep in resort to enable them 'to try to put right any problems' without this then a future claim could have been put in jepordy. You would have had to prove that there wasn't any contact details.
I would write to Thomson's and ask for an explanation after all you could have been on a 7 day holiday which would have meant you had no access to a rep at all.
To not have a rep on your coach nor any contact within the first 7 days is not good at all.
There should at least have left a folder in your room with contact numbers for emergencies.
Part of a holiday complaint procedure is the first notify your rep in resort to enable them 'to try to put right any problems' without this then a future claim could have been put in jepordy. You would have had to prove that there wasn't any contact details.
I would write to Thomson's and ask for an explanation after all you could have been on a 7 day holiday which would have meant you had no access to a rep at all.
"Nope, I think Thompson are great and the comment about them downsizing confuses the hell out of me as they clearly just merged with Lunn Poly and are supported by the international tourist company TUI!"
This is what I was refering to
http://news.bbc.co.uk/1/hi/business/3703198.stm
scoop wrote:
Fair enough, however the article clearly says as well that other firms are stuffering as well due to a general down turn in the global market. This article only goes to prove that they are generally one of the strongest in the market, they are surviving IMO.
The job losses are mostly down to the fact that people are now using the internet to book their holidays. I used the internet to book mine this year however only a couple of years ago I would have probably used the high street, its easier to see what you are getting, there is no pressure or time constraints and its often cheaper as well.
I do agree though that a rep should have been on your transfer. I think it may have been a unique situation for some reason as when I travelled a couple of weeks ago there was reps at the airport and different again reps on board the transfers and again you should have had some sort of information posted in your hotel, something differently fell down on your holiday and deserves a complaint. However all I was saying was that I personally welcomed the reduction of reps in hotels and the introduction of the 24/7 local line, it makes them more accessible when you want them and far away when you don't!
I would just like to make a comment towards your comments made above!
I was a Thomsons Holiday Rep in Ibiza last year, however i no longer work for the company.
In Thomsons defense I can confirm that it does NOT state in the brochure that there will be a Thomsons rep on every transfer, this is not possible with the ratio of Thomsons reps to the number of flights coming into Ibiza airport. Surely you should see that point!
In addition, look at other large tour operators in the business such as Airtours for example 1 rep to nearly 6/7 hotels, how do you think they manage>? I will tell you...... they dont!!!! Thomsons are one of the only tour operators who have reps in their hotels along side thomas cook and certain countries within first choice!
I see your valid point that you should have had some form of information as to the facilites and excursions available or some sort of welcome meeting! When i was working for Thomsons i was a rep for 4 hotels covering three areas of ibiza, santa eulalia,escana and sargammassa, i guess my guests where lucky that i was organised and able to manage the 4 but some hotels are hard to manage just the one!
As for Thomsons and downsizing, Thomsons have not only just merged with lunnpoly they have always been in the TUI group!!!! Thomsons however have just been taken over by another director who i feel has disruppted there way of working as customers in surveys feel that they no longer feel the need of a rep!!! hence the heading of a newspaper not so long ago saying "the death of the holiday rep" many of society have contributed towards the decisions of the tui group in the downsizing!!!!
As for turning business away from Thomsons, they are a major brand within the travel industry and the brands that TUI as a group hold Thomsons is only a fraction! they own lunnpoly, britannia, crystal holidays, something special and many more including many german firms!!!
I guess to understand the problems that tour operators face in pleasing the needs of all customers there is never a breaking point where this is possible in any business, there is always someone who expects more, unfortunately for the person who initially made this forum it was you! I can only but hope that you find more enjoyment and satisfaction from another holiday in the future.
Thomsons is not a bad company, remember s**t happens and someone has to be at the end of the spectrum to receive it! Its a part of life!!!!!
xx
I was a Thomsons Holiday Rep in Ibiza last year, however i no longer work for the company.
In Thomsons defense I can confirm that it does NOT state in the brochure that there will be a Thomsons rep on every transfer, this is not possible with the ratio of Thomsons reps to the number of flights coming into Ibiza airport. Surely you should see that point!
In addition, look at other large tour operators in the business such as Airtours for example 1 rep to nearly 6/7 hotels, how do you think they manage>? I will tell you...... they dont!!!! Thomsons are one of the only tour operators who have reps in their hotels along side thomas cook and certain countries within first choice!
I see your valid point that you should have had some form of information as to the facilites and excursions available or some sort of welcome meeting! When i was working for Thomsons i was a rep for 4 hotels covering three areas of ibiza, santa eulalia,escana and sargammassa, i guess my guests where lucky that i was organised and able to manage the 4 but some hotels are hard to manage just the one!
As for Thomsons and downsizing, Thomsons have not only just merged with lunnpoly they have always been in the TUI group!!!! Thomsons however have just been taken over by another director who i feel has disruppted there way of working as customers in surveys feel that they no longer feel the need of a rep!!! hence the heading of a newspaper not so long ago saying "the death of the holiday rep" many of society have contributed towards the decisions of the tui group in the downsizing!!!!
As for turning business away from Thomsons, they are a major brand within the travel industry and the brands that TUI as a group hold Thomsons is only a fraction! they own lunnpoly, britannia, crystal holidays, something special and many more including many german firms!!!
I guess to understand the problems that tour operators face in pleasing the needs of all customers there is never a breaking point where this is possible in any business, there is always someone who expects more, unfortunately for the person who initially made this forum it was you! I can only but hope that you find more enjoyment and satisfaction from another holiday in the future.
Thomsons is not a bad company, remember s**t happens and someone has to be at the end of the spectrum to receive it! Its a part of life!!!!!
xx
What happens when a Travel agent downsizes in a hotel. A lady who was booked to go to Mexico was told she could not go to her chosen hotel as the hotel pulled out of its contract with Airtours.
Then she was informed that Airtours had downsized and the remainder of rooms went to thomson, some rooms were honored others were sold (including her room) to thomson customers.
Its confusing and upsetting that you can get so many different explanations from the ta.
Then she was informed that Airtours had downsized and the remainder of rooms went to thomson, some rooms were honored others were sold (including her room) to thomson customers.
Its confusing and upsetting that you can get so many different explanations from the ta.
I found that not having a rep to be quite poor. I like to attend the Welcome meeting as they can often advise of what not too do, where to avoid and generally provide you with lots of useful tips. They allow you to ask lots of information. Unfortunately never even had a glimpse of one.
Although there was a First Choice Rep who was in the hotel every morning between 9am and 1pm and often they came back later on. Had to ask her the questions I need the answers to,.
Carol
Although there was a First Choice Rep who was in the hotel every morning between 9am and 1pm and often they came back later on. Had to ask her the questions I need the answers to,.
Carol
we went with thomson for 5 years running with no complaints, last year howeverwas different. The rep was there alright, on the coach at the welcome meeting. But, we had our hotel room robbed, everything took, while i was in it, I know you should lock your door all the time even when you are in it, but I was only (ahem) on the loo, safe was open as i was getting ready for a night out, we haad everything taken. It took my family just under 3 days to mail us replacement money, But during that time, we run out of everything, including drinking water. The rep was not interested at all, no help at all.
my 7 year old daughter ended up in hospital quuite poorly, dehydration etc etc.
Thompsons, no way never again
my 7 year old daughter ended up in hospital quuite poorly, dehydration etc etc.
Thompsons, no way never again
we went with thomson for 5 years running with no complaints, last year howeverwas different. The rep was there alright, on the coach at the welcome meeting. But, we had our hotel room robbed, everything took, while i was in it, I know you should lock your door all the time even when you are in it, but I was only (ahem) on the loo, safe was open as i was getting ready for a night out, we haad everything taken. It took my family just under 3 days to mail us replacement money, But during that time, we run out of everything, including drinking water. The rep was not interested at all, no help at all.
my 7 year old daughter ended up in hospital quuite poorly, dehydration etc etc.
Thompsons, no way never again
That is appalling to say the least!
Did you make a complaint about it? If so what happened with it if you don't mind me asking? I am sure it will be of interest to people here, the nature of the site been what it is and all.
Also I hope you daughter recovered well!
You should make an official complaint, unless its too late now.
Sorry to hear about that.
Where were you staying ?
Sorry to hear about that.
Where were you staying ?
i notice that a few of the tour operator brochures in small print actually state now that they will not provide rep on coach transfers - there reason being they "want to provide the best possible level of service at the airport and in the resorts" - wonder if this is from feedback from customers, or they just decided to do it themselves?
Been speaking to a work colleague who has just rtuned from a Thompson Holiday to Corfu and he commented on the lack of reps on the coach transfer - which gave rise to a certain amount of confusion amongst people unfamiliar with the resorts (especially at around 2:00 am in the morning.
Another thing which cropped up is that Thompsons appear to have subcontracted the coach transfer organisation to local firms, with the result that to be economical, if there are a few flight arriving within a certain period, they will stay around until ALL the flights have landed and passengers cleared to fill the coaches up - approx hour and a half wait in my workmates case!!
Don't know if that is specific to that destination.
Another thing which cropped up is that Thompsons appear to have subcontracted the coach transfer organisation to local firms, with the result that to be economical, if there are a few flight arriving within a certain period, they will stay around until ALL the flights have landed and passengers cleared to fill the coaches up - approx hour and a half wait in my workmates case!!
Don't know if that is specific to that destination.
We went to cuba last year with Thomson, there was no rep in the hotel, the welcome meeting consisted of a coach arriving at 0930 one morning and all the occupants of our flight were gathered together in a marquee in varaderro...... after the spiel we were all told that we could stay there for the day, feel free to wander around, buy things or whatever.... trouble was that practically no-one had any money with them... poor communication from Thomson. Also had poor advice from their wedding in paradise specialist telephone line about how to pay for our in-resort wedding and extras....wrote to them on our return, but didn't even get an acknowledgement!
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