We constantly read stories that the reps are a waste of time - The TO does not bother.
On Saturday a friend of ours returned from Benidorm where she was visiting her daughter. She is employed by Thomsons to run the Blanket Trips and is based in a hotel.
Two people complained to her that they had been unable to see a rep all the time they were there. She apologised and offered to get a message to them if it was urgent, but the rep would be there at whatever time.
She was then told that it was nothing to do with the rep being there at a scheduled time.
They should, and I quote "Be there all the time just in case we want to see them"
They told her that they would be complaining on return and seeking compensation.
fwh
That's an unreasonable interpretation of the T.O.'s responsibility, I agree. I did however read somewhere (the 1992 Package Tour regs, I think) that travellers should have access to the principals - a phone number to their office, or access to a local representative or agent.
Your friends generous offer to pass a message along should have been siezed upon - alternatively, the rep could leave a message book in each hotel's reception area wherein the holidaymaker can leave a request for contact if needed. With mobile technology, text messages and/or phoning the rep's mobile could help.
I can say it's some years since I attended a rep's meeting or sought their assistance but I did need some help last July upon arrival at the hotel in Orlando having suffered a 14.5 hour delay only to find the hotel had one and not the two rooms booked and paid for. I rang the T.O.'s orlando office - they were as useful as a chocolate teapot. I resolved the issue with the help of the hotel and never did get the requested phone call from the manager of the T.O.'s local office - even though we were resident in the same hotel for 14 days. As far as I'm aware, no rep from the T.O. ever called at our hotel - so contacting them by 'phone was the only (and acceptable) option.
It would help if they respond though.
The T.O. - Travel City Direct.
Your friends generous offer to pass a message along should have been siezed upon - alternatively, the rep could leave a message book in each hotel's reception area wherein the holidaymaker can leave a request for contact if needed. With mobile technology, text messages and/or phoning the rep's mobile could help.
I can say it's some years since I attended a rep's meeting or sought their assistance but I did need some help last July upon arrival at the hotel in Orlando having suffered a 14.5 hour delay only to find the hotel had one and not the two rooms booked and paid for. I rang the T.O.'s orlando office - they were as useful as a chocolate teapot. I resolved the issue with the help of the hotel and never did get the requested phone call from the manager of the T.O.'s local office - even though we were resident in the same hotel for 14 days. As far as I'm aware, no rep from the T.O. ever called at our hotel - so contacting them by 'phone was the only (and acceptable) option.
It would help if they respond though.
The T.O. - Travel City Direct.
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