Omega Owners Forum
Chat Area => General Discussion Area => Topic started by: alfie on 10 October 2009, 08:38:34
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Booked next years holiday a few weeks ago in my local Thomson travel agents,asked them to match the web deal on it,ok no problem £336 pp free kids as well.
All seemed to go well,completed all the booking process,confirming all the that the kids were free,So I signed on the dotted line,and left the shop a happy man. BIG MISTAKE.
Invoice arrives a few days later, stuffed into drawer after a quick look,until the balance of deposit was due.So this week I go to make the payment and guess what,NO FREES KIDS and the 4 adults had been charged the full brochure price.So instead of a holiday costing £1344 it now priced at £2148.
Now I know what you are going to say,serves him right,never sign anything until you check it,he*s a stupid sod for want of a better word.But this travel advisor was so professional, in the way that she dealt with booking the holiday,we were completely at ease with her.
So crunch time arrive,I had signed,they want payment in full or if I cancel they want £780 of me.Thomson customer services are next to useless, they keep singing the same song as the shop,you signed you pay.
Please let this rather long letter be a warning to other trusting but stupid grandfathers who planned to take their family on holiday next to CHECK EVERYTHING on the booking form, and not trust the nice smiling advisor sat opposite them.
Thanks for reading this, feel better already. regards
Alfie and family
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ABTA complaint time
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Not overly clued up on this subject. I'd hold off paying at the moment, document all letters. Don't bother contacting them by phone.
Try having a look here, you'll get some good information
http://tinyurl.com/yh7cdka
Hope you get it sorted
R.
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ABTA complaint time
I agree, either that or demand to speak to a manager and don't get off the phone until you have spoken to one :y
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Hello again everyone, forgot to add that since I booked this holiday,the manageress and the advisor have moved onto another branch.
In reply to the letter about speaking to the manager,we visited the shop yesterday and staged a sit in until the branch manager phoned customer services,but still no joy they want their money in full,NO COMPROMISE,NO REFUNDS,. But we did drive a few customers away when they were told of the problems that we were trying to sort.
Regards Alfie + Family.
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do you have a copy of the orginal agreement? They should have given you one when you signed it.
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I no it is not much use now but I have now had 2 great holidays with lastminute.com They have come in at under half the price for our Austrian summer holiday this year with the same operator as we used the year before.
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If you found a web deal why didn't you take it? Booking anything online generates a confirmation email and there's no arguement.
As an endorsement: I recently made a complaint, by phone, to the housing association. After a week I had heard nothing, so rang them. No record of my complaint and no record of a phone call. I logged on to their website, logged a complaint and got the all-important acknowledgement. Now they have to act.
'Tinternet has it's uses.
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The first thing to do Alfie is be prepared to take the matter further.
I would contact the manager of the Thompson branch concerned – in writing – sending a copy of all correspondence to the Thompson main office.
In your letter you should state the nature of your complainant in clear, concise terms – enclosing copies of all relevant documents – and tell them what you expect them to do.
Here’s the bare-bones of a letter text you’ll be able to parse to suit your circumstances (courtesy Which? Advice)
Begins
To complain about tickets that are not what you ordered:
Your address
Suppliers address
Dear Sir/ Madam
Ref: tickets for (event) on (date)
On (date) I purchased (xx) tickets from you for (event). At the time of purchase it was clearly stated that the seats were (add details that are wrong, for example, the location or date). However, upon receipt of the tickets I noticed that the seats were (explain why tickets are not what you ordered).
I only agreed to pay (£xx) for the tickets based on your description. And, under contract law, you must provide tickets that match the description given at the time of purchase. By not providing tickets as described at the time of purchase you are in breach of contract.
Following your failure to provide replacement tickets (my letter/ phone call dated xxx) I am exercising my right to reject the above tickets and claim a refund.
I am returning the tickets (enclosed). Please send a full refund, within ten working days or I shall take the matter to STAR (if a member) or the small claims court without further reference to you.
I look forward to hearing from you.
Yours sincerely
Ends
In all correspondence you should retain copies and ensure that it’s sent by recorded delivery. There’s little point in using the telephone.
Should you require further assistance have a look here;
http://www.which.co.uk/advice/consumer-protection-rules-2008/your-rights/index.jsp
http://www.tradingstandards.gov.uk/advice/index.cfm
http://www.which.co.uk/advice/taking-a-dispute-to-the-small-claims-court/sample-letter/index.jsp
http://www.citizensadvice.org.uk/cabdir.ihtml
Remember Alfie, if you dig your heels in you’ll get a result as in most cases the organisation complained about reckons that the complainant will get fed up and let the matter slide.
Good luck.
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Did you pay by credit card?
Sit in every weekend - they will lose a lot of business then.
How much have you paid by deposit and how much do you still owe?
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Hello Martin,Paid by both methods,deposit was£780, leaving a balance of £1368.
regards Alfie
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Claim back on CC - you get benefit of the doubt
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Hello,just to to give you a up date,I have e-mailed my letter to one of the national papers (money matters help sections) hoping that she can sort Thomsons out.
They will not reply to my phone calls now.Did I tell you that the manager and sales advisor that dealt with my booking, have since been transferred to a different branch,so have not been able to have a face to face talk with them.
I would like to thank everyone who has replyed to me ,with suggestions and helpful links,and to say what a great forum this is.
Regards Alfie and Family.
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Just a thought, did you pay deposit with credit card?
Contact them, and ask them to get the money back due to void contract. They have much more power.
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Just a thought, did you pay deposit with credit card?
Contact them, and ask them to get the money back due to void contract. They have much more power.
Agreed. once the credit card's on their back they will sit up and listen.
Kevin
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Hello everyone,just a update on my holiday booking problem with Thomson,just had a visit from Trading standards,they are looking into any criminal intent by the travel agent, but it looks as if.the case will end up as a civil one in the small claims court at my local district court.
It seems that this is not an isolated case,so please check any holiday you make,or you could be a lot of money out of pocket,just like me.
Alfie and family.
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Keep us up to date with the process Alfie. :)
Good luck. :y :y
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My wife booked a flight for her and the kids to go to germany (hannover) for a week.
she booked and paid last year in november.
we got an e-mail saying that her flight there is still ok BUT her flight back has been cancelled as the air line does not fly to newcastle anymore, and she ( they ) would make other arangements for her to return.
we got two e-mails
1 please book your flight from padaborn to manchester cost €404 send us the recept and we will give you the money back.
called them and said its no good its to far to travel.
2 e-mail please book your flight from hannover to southhampton then to newcastle ( only a 6 hour wait for the next flight in south hampton to newcastle and that with two 5 year old bairns.) cost €1248 (without luggage) ,
called again now everything is sorted she has only got a 1 hour wait in south ham. and they paid for it with luggage.
But the moral of the storie is we are all taking the car / ferry next time at under £400 return its a lot cheaper and a lot less hassel.
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Hello everyone,I have been waiting for Thomsons to acknowlege receipt of my formal complaint,which my travel agent told me that they had received on the 23/10/09.They told him ,they had sent me a letter telling me so,never received by me so they are sending another.
They then have until the 21/11/09 to reply with their response to my complaint either positive/negitive,if not I am not pleased with their decision,I must then give them another 28 days to reconsider.If then we cannot reach agreement,am I able to proceed with a claim through the small claims court.
I think that Thomsons try to wear you down by delaying/losing letters and making things as difficult as possible for the customer.
One good thing to come out of this is that I have legal cover/help through my house insurance.
Regards Alfie
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Hello everyone,just a quick update on my problem with Thomson Holidays,they replied to me just one day before their own deadline expires.
They maintain that because I signed the agreement,I am bound by it,they are just going through the motions of customer care and wasting everyones time in the hope that I will accept the holiday cost and pay up.
I must now allow them another 28 days to reply,with either a compromise deal or a complete refuseal to accept any fault on their part. I will serve them with a small claims order from my local county court if their customer care dept don,t come up with anything positive to my way of thinking.
Bye for now,
Alfie
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Hang in there Alfie.
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agreed, hang in there mate. how many other people have they done this to i wonder? bet most will either pay up or cancel as cant be bothered with all the hassle. its a disgrace! >:(
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Yes, stick at it Alfie. Don't let them grind you down. As Cam2502says, they do this kind of thing in the hope you give up.
Hope all turns good :y :y
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Hello everyone,Bad news I,m sorry to say,all the advice that I have received from legal circles,eg trading standards,home insurance legal cover seems to recomend that because I had signed the agreement the court would uphold THOMSONS to be in the right,and order me to pay the full cost.
So we have decided to bite the bullet,so to speak,pay the outstanding amount at the last moment,and enjoy the holiday.
Please let my stupid mistake be a warning to anybody dealing with THOMSONS read everything on their booking form,after you have signed you are stuffed they do not make allowances for nowt.The customer care department(now thats a laugh)will now not deal with me directly,I must go through a thrid party.
Best Regards
Alfie + Family
PS solicitors charges are £260per hour, but home insurance will pay,Minus points of that is,£50 excess+ next years policy renewal will increase,not really worth the carrot is it.
ByeBye .
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Hello everyone,Bad news I,m sorry to say,all the advice that I have received from legal circles,eg trading standards,home insurance legal cover seems to recomend that because I had signed the agreement the court would uphold THOMSONS to be in the right,and order me to pay the full cost.
So we have decided to bite the bullet,so to speak,pay the outstanding amount at the last moment,and enjoy the holiday.
Please let my stupid mistake be a warning to anybody dealing with THOMSONS read everything on their booking form,after you have signed you are stuffed they do not make allowances for nowt.The customer care department(now thats a laugh)will now not deal with me directly,I must go through a thrid party.
Best Regards
Alfie + Family
PS solicitors charges are £260per hour, but home insurance will pay,Minus points of that is,£50 excess+ next years policy renewal will increase,not really worth the carrot is it.
ByeBye .
after the trouble you've had and the very poor customer relations, i wont be touching them with a barge pole! >:(
enjoy your holiday anyway mate :y
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Hello everyone,Result at last,phoned Thomsons to find out what it would cost me to upgrade to all inclusive.
The guy that I spoke to on the phone wasn,t sure about the cost,so said he would phone me back.
Well anyhow 30 mins later he did,and guess what,FREE UPGRADE TO ALL INCLUSIVE,this guy had done the impossilbe,where all others had failed to get a result from Thomsons customer support dept he did.
After all my letters to them,they would not budge in their resolve that I should have read their contract before I signed it.
Now they have made me an offer that is to good to turn down,it has made the cost more affordable,so look out Menorca,Alfie and family are coming next year,and I mean to to make the most of it.
Best Regards
Alfie and Family. :)
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Good to hear .. nice little present for Christmas ... :y :y :y :y
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at least you got something out of them,i always go all inc but find it hard to make the most of it cos the beers watered down and the local spirits just dont have that proper taste but yer know youve always got food and drink and i usually dine out 1 nite and have the odd lunch while out and about,the price abroad now is the same as here and can be more so it does pay to go all inc i think plus after supping the chep stuff all day its nice to have a decent bottle of scotch or soco back inyer room :y
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Well done buddy, have a great holiday :y
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Hello everyone,Result at last,phoned Thomsons to find out what it would cost me to upgrade to all inclusive.
The guy that I spoke to on the phone wasn,t sure about the cost,so said he would phone me back.
Well anyhow 30 mins later he did,and guess what,FREE UPGRADE TO ALL INCLUSIVE,this guy had done the impossilbe,where all others had failed to get a result from Thomsons customer support dept he did.
After all my letters to them,they would not budge in their resolve that I should have read their contract before I signed it.
Now they have made me an offer that is to good to turn down,it has made the cost more affordable,so look out Menorca,Alfie and family are coming next year,and I mean to to make the most of it.
Best Regards
Alfie and Family. :)
Get in writing - i.e new invoice, Did you get a name who spoke to?
Make a note of date & time call so they can check the call if disputed about upgrade. Enjoy your holiday
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Hello Iggy, got the written confirmation today,it was signed of by the head of customer sevices.
Best regards,
Alfie.
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Good result alfie, I know it has been an arduous affair for you so I am glad some good has come out of it.
When in Menorca make sure you leave the hotel and visit the rest of the island. There are only 2 hotel resorts on the island as once these were built along with some monstrous villas the locals were horrified and passed a local law which meant all new buildings have to be in the local style thus thwarting any new mega tourist development. All tourism there is a small local run affair apart from the existing Thompsons and the german company that runs the villas.
The result is that the island is relatively unscathed and untouched! We used to sail around there a couple of times a year when the boat was moored in Mahon. Car rental is cheap if booked locally, not sure what it is like through Thompsons reps.
Make sure you visit Ciutadella one of the most beautiful towns you will ever see and the tapas is yummy and the locals are very friendly. Enjoy, it is the unspoilt gem in the Balearics :y