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[alfie]

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 

[Martin_1962]

ABTA complaint time

[Black Knight]

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.

[Plomien]

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

[alfie]

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.

[tunnie]

do you have a copy of the orginal agreement? They should have given you one when you signed it.

[mantahatch]

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.

[STMO999]

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.

[Dishevelled Den]

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.

[Martin_1962]

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?

[alfie]

Hello Martin,Paid by both methods,deposit was£780, leaving a balance of £1368.
   regards Alfie

[Martin_1962]

Claim back on CC - you get benefit of the doubt

[alfie]

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.

[tunnie]

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.

[Kevin Wood]

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