David Burling is Managing Director for TUI UK & Ireland (Thomson / First Choice UK) and try this david.burling@thomson.co.uk

Thank you very much Kiltman ... appreciated.

Pat

A handy website me thinks http://www.ceoemail.com/

Hi Kiltman,

Thanks for the link, but unfortunately I cant get onto it
I've also just fished typing up a long letter to the MD of Thomson, saved it to draft, pressed "send" button, but it hasn't gone through, Went onto drafts to try and retrieve it, but it's not there ... any ideas? am I looking in the wrong place to retrieve it?

Pat

Well Thomson youwere warned, this is now all overtwitter and Facebook it is being forwarded on by others and already 8 people
that were going to use you next year won’t because of the way I have been
treated so far a loss to Thomson between £3000.00 to £8000.00 and I wont stop
forwarding it on until as many people as possible know how you treat your
customers Martin Worst service Ihave ever had
this is very long winded but please read on, this was meant to be a surprise
holiday for meeting my sister and friends, I have recently booked a holiday
with Thomson on 13th August 2016, this was done in the Reading Brach 16/18
Queen Victoria Street Berkshire RG1 1TS. My partner and I specifically asked to
stay in the RUI Tikida Beach hotel Agadir Morocco all-inclusive from the
29-9-16 to 6-10-16, as we were planning it as a surprise for my sister her
other half and two other close friends that were staying in the hotel from the
26-9-16 to the 6-10-16 also booked with Thompson (and have no idea we are
flying out). This was my partners first holiday in years and we were both
looking forward to the break and surprise. Lauren who took the booking did say
oh there are two hotels with the same name Tikida and we stressed again that it
was the beach hotel we needed to stay in. When I got home that night I realized
that Thomson had booked us into the Tikida Palace hotel so I had to wait until
the Monday before I could ring back again. I can’t recall unfortunately who I
spoke to on the Monday but she said it was ok they are the same hotel so I took
her at her word and thought they were on the same complex.
When my e-tickets came through I still felt uneasy about the booking and
checked on the internet to find out they were not together, so I rang again
this time getting hold of Lauren who confirmed they were different hotels and
that there was nothing that could be done without a admin booking fee of
£100.00, I said this was unfair as we specifically had asked for the Tikida
Beach hotel, she said to leave it with her and she would see what could be
done, I waited for the call which did not arrive so had to call back the
following day, I was told we were in the better hotel of the two and that we
could use our bands in there hotel, I asked about any restrictions as this
could be a compromise as we could still do the surprise and spend time with my
sister etc. she said she would check but when she came back to me the news was
even worse (it was that we could not even use our bands in there hotel)
Lauren said to leave it with her again and she would see what could be done and
that she would contact the hotel and rep direct to see if bands could be
supplied to us so we could spend the day with my sister and friends, another
two days passed with no call so I rang back again this time speaking to the
Manger Jamie, he said he knew Lauren had e-mailed the hotel as he had checked
it before it was sent and that she was waiting for the reply but she was of
today and would ring me in the morning
22-9-16 Well guess what it just keeps getting better and better I was told by
Lauren that we could not get bands unless we paid for them at £45.00 each per
day which would of worked out at £630.00 for the seven days, I am both appalled
and disgusted with this and even Lauren said she was shocked at the price.
Although Lauren has tried her best to sort out this bad situation, my partner
is really upset her holiday has been ruined by this event
I am also appalled that we came in to book a specific and clear package of what
we wanted only to find out that we were sold something completely different,
this has totally ruined our holiday and surprise before we have even travelled
and don’t think we will be using you again as a company, even though we were
offered £50 of our next break with you (this is an insult to how we are both
feeling right now), and I’m sure when we do finally meet up with my sister and
the others they will also be appalled and never use you again as a company (so
you have already lost 6 people that won’t use you again).
When we went to do the transfer the beach hotel said they were full even though
when checking on line they weren't they said they could put us into the
shitiest room above the nightclub for one night then move us again the next day
so we decided to stay one extra night in the other hotel. Next day they showed
us a room in the basement much smaller darker and looking at a brick wall. This
was not expectable and they eventually moved us. When we eventually checked out
of the other hotel no transport was provided and we had to wheel our cases to
the other hotel at 10oclock at night. This whole process took three and a half
days to sort out of which we did not use the all-inclusive package we had paid
for as we could not get food and drink in my sister’s hotel. When we left the
rep was abrupt and rude putting us onto a coach that 1 did not have our luggage
on and 2 was not even our coach, telling us to get off again and take our
luggage of the coach. Thomson has a Thomson cares branch for complaints but
guess what they don't care, i have waited until the investigation was complete,
there was no mention of the rep in the resort and no offer of any compensation,
appalling customer service they have fully backed the branch and not listened
to us. I would urge anyone to think twice before using Thomson. Please forward
on if you feel this is wrong and an injustice

@angryholt - unfortunately these sorts of tales are all too common -if you search on the net you will come upon numerous "unresolved" complaints of this nature with the major T.Os. Personally I have had 3 such issues in the last 8 years - none of which have been resolved to MY satisfaction. Customer aftercare is a joke with Thomson (or Thomas Cook) BUT unfortunately, for some destinations, there is very little choice but to travel with them.

Truly atrocious service I had from their after sales flight delay department too and untold emails letter and calls I've made to CEO and even they don't reply
Thomson have lied twice about posting a cheque that they say got lost so they cancelled without telling me
they refuse to give a tel number for flight delays so if I do ever manage to speak to anyone at after sales i have to relay all story for them to say "sorry I can't help with that as I don't work in flight delays but I can give you an email address "I tell them I've sent 117 emails literally and only ever received one response I have to argue tooth n nail for them to transfer to flight delays who can deal when I eventually get through they either say cheques on way or it's posted
this claim had been going on 6 months and Thomson state 56 days and it's finalised on their website ! Funny how before they get your money n business thomsons can't do enough to help but if there's a problem after you paid or a complaint Thomson don't even acknowledge you
holiday watchdog needs to investigate their policies on lying to passengers and poor and down right rude customer service operatives some of whom have literally hung up on me , one even swore !
they owe me £800 since August they have promised me it's in the post , still not here and I cannot get any replies to emails it's like I've been blocked

There is no telephone number for "Flight Delays" all claims are handled by email or post. None of the people you speak with can transfer you either.

Have you actually been offered compensation? The standard procedure is for them do to a bank transfer so payments by cheque takes longer.

I do know that there is a large backlog of agreed payments by Thomson and constantly bombarding them with emails (or any other large company for that matter) will not speed things up. Each email generates a case number so that actually causes confusion/delay.

I have a case file against them since August 2016, waiting for this invisible cheque to arrive!!! They have been so rude, ignoring calls, emails or answering me back rudely!! They should be taken to small claims court to be honest. Ridiculous.

Wow that's a long time to wait for a cheque. Sounds like you need the help of small claims 👍

Last year I made a claim against Thomson for flight delay compensation via Resolver. I then had problems getting my money. Below is a copy of an email I received which might be of help.

Thomson Non-Compliance People

• Aviation <aviation@cedr.com>
• 13/12/16 at 5:06 PM

Message body



Dear Passenger, We have you on our system as somebody who is still awaiting an overdue
payment from Thomson with regards to your aviation case with CEDR. The airline are currently dealing with a backlog of payments and have asked
that we request your bank details so that they can arrange a BACs
payment. The airline are moving away from issuing cheques and this
should also mean the payment
will be made as soon as possible. The only details needed are the
account number and sort code. If you could please email this across to
the head of Thomson’s legal team on
Adrian.Schwab@thomson.co.uk then he will raise the payment. Similarly, we ask that all subsequent emails with regards to non-compliance are directed to Mr Schwab. If you have received your payment, please could you reply to this email so
that we can remove you from our list and close your case. Kind regards, Nina CEDR Aviation

[table]E:
aviation@cedr.com[/table]
CEDR - Centre for Effective Dispute Resolution
International Dispute Resolution Centre
70 Fleet Street, London, EC4Y 1EU
[table]T:
+44(0)20 7536 6000

F:
+44(0)20 7536 6001

E:
info@cedr.com www.cedr.com

[/table]