Thomsonfly (lack of) customer service
Join Date: Mar 2007
Location: Aberdeenshire
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Wub
What appalling service and a pathetic response to your complaint.
Unfortunately though, that is what they wanted, you basically to go away. In other words they got off with it. The staff member dealing with the complaint will not be in the slightest bit interested whether you return as a customer or not. Sad but true.
I would have pursued this right to the bitter end, taking free legal advice as well. Even if it was for only £10, it is the principal of the matter and the fact that nobody is taking ownership when things go wrong.
A couple of years ago I had a minorish complaint with one of the big TO. We had booked a rail holiday in Switzerland and our return flight to Zurich from Aberdeen were via Amsterdam with KLM. When we received our tickets from our Travel Agent it informed us that we must confirm our return flights 72 hours before leaving. I spoke to the TO rep the day before we needed to do this and she said she had never heard of this and that the TA was "scaremongering" I asked her to check it out and she said she would contact her Head Office and let me know the next day. When I saw her the next day there was no mention of this so I asked her again and she replied "Oh yes I contacted HO and you do not need to reconfirm your flights" I could tell instantly she was lying.
Needless to say, got to ZRH to check in 8 hours before our flight from AMS to ABZ to be told that the flight is full and only one seat left and nothing could be done until we got to AMS. So a very stressful flight, and at AMS the KLM staff were just not interested and basically said we do this all the time, you will just need to wait at the gate. To cut a long story short, we both did get on the flight and only knew we would be on the flight 10 mins before departure. We didn't get to sit together which caused some stress to me as I am not particularly fond of flying. The moral of the story, the flight should have been confirmed by the TO!!
However, I wrote a complaint letter to the TO and fortunately I was lucky enough to have an email contact for a senior executive. I really thought they would just brush me off after all I wasn't out of pocket, however I did get a nice apologetic reply and a cheque for £50 which was totally unexpected but a very nice gesture.
What appalling service and a pathetic response to your complaint.
Unfortunately though, that is what they wanted, you basically to go away. In other words they got off with it. The staff member dealing with the complaint will not be in the slightest bit interested whether you return as a customer or not. Sad but true.
I would have pursued this right to the bitter end, taking free legal advice as well. Even if it was for only £10, it is the principal of the matter and the fact that nobody is taking ownership when things go wrong.
A couple of years ago I had a minorish complaint with one of the big TO. We had booked a rail holiday in Switzerland and our return flight to Zurich from Aberdeen were via Amsterdam with KLM. When we received our tickets from our Travel Agent it informed us that we must confirm our return flights 72 hours before leaving. I spoke to the TO rep the day before we needed to do this and she said she had never heard of this and that the TA was "scaremongering" I asked her to check it out and she said she would contact her Head Office and let me know the next day. When I saw her the next day there was no mention of this so I asked her again and she replied "Oh yes I contacted HO and you do not need to reconfirm your flights" I could tell instantly she was lying.
Needless to say, got to ZRH to check in 8 hours before our flight from AMS to ABZ to be told that the flight is full and only one seat left and nothing could be done until we got to AMS. So a very stressful flight, and at AMS the KLM staff were just not interested and basically said we do this all the time, you will just need to wait at the gate. To cut a long story short, we both did get on the flight and only knew we would be on the flight 10 mins before departure. We didn't get to sit together which caused some stress to me as I am not particularly fond of flying. The moral of the story, the flight should have been confirmed by the TO!!
However, I wrote a complaint letter to the TO and fortunately I was lucky enough to have an email contact for a senior executive. I really thought they would just brush me off after all I wasn't out of pocket, however I did get a nice apologetic reply and a cheque for £50 which was totally unexpected but a very nice gesture.
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Join Date: Aug 2007
Location: Southampton, UK
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quick update - my initial email has been replied to, and I have been asked to send a letter to them with the details and the boarding passes.
No mention of a reply to my other points in the email to them.
So the process so far has been:
1 - Thomsonlfy make a mistake at check-in
2 - I have to call the call centre
3 - they tell me to email webrelations
4 - I email webrelations
5 - they tell to send them a letter.
Would it not have been more efficient if:
a - check-in at Malaga had given me £10
b - check-in at Malaga had told me to write a letter
Re the other poster with the missed pick up - that happened to us and another party at Ibiza a few years ago; the travel company didn't have reps on the coaches; the bus pulled up at 3:00am (pick up scheduled at 3:20am), and drove on immediately. When we got a taxi to the airport, the rep told me that "as she couldn't prove I was lying" she would give me a refund on the spot - nice customer relations, even for 4:00am!
No mention of a reply to my other points in the email to them.
So the process so far has been:
1 - Thomsonlfy make a mistake at check-in
2 - I have to call the call centre
3 - they tell me to email webrelations
4 - I email webrelations
5 - they tell to send them a letter.
Would it not have been more efficient if:
a - check-in at Malaga had given me £10
b - check-in at Malaga had told me to write a letter
Re the other poster with the missed pick up - that happened to us and another party at Ibiza a few years ago; the travel company didn't have reps on the coaches; the bus pulled up at 3:00am (pick up scheduled at 3:20am), and drove on immediately. When we got a taxi to the airport, the rep told me that "as she couldn't prove I was lying" she would give me a refund on the spot - nice customer relations, even for 4:00am!
