Misleading Customer Services (Thomson Holidays)

Member Name: Gmac

Product:	Thomson Holidays
Date:	25/09/09 (49 review reads)
Rating:

Advantages: Good holidays

Disadvantages: Very difficult to get through to customer services and not interested.

Having a bad experience with Thomson Customer services. We were booked to on a Thomson cruise but due to work commitments I had to cancel the cruise so I phoned up customer services after repeated attempts I finally got through to an advisor. I explained the situation that the cruise would have to be cancelled and the advisor informed me that I would have to pay the rest of the deposit as I had booked it with Portland, I had to tell him it had been booked with Thomson online and that I had already paid part of the deposit and extra. Because of this confusion I requested a written bill from them for the rest of the deposit. Before finishing the conversation I asked if I needed to send written confirmation to cancel it and he said no it was already in the computer that the booking was now cancelled. Months later I started getting requests for the full amount of the holiday from the billing department. I phoned up and queried this and they told me the holiday was still live. They tried to put me through to customer services but because they were busy and they cut me off after 15min. I tried to call again to tell them that the holiday had been cancelled, since then I have wrote to them twice informing them that I had cancelled over the phone and had been given assurance that it was cancelled. Both letters have totally ignored what I said and they even told me that I should have taken out their insurance. To add insult to injury we have now had another letter saying that they had past the money owed over to a debt collection agency, my wife on opening the letter called the customer services and was passed to 6 different people who couldn't help deal with it. There is no way I'm going to pay for their mistakes so it will probably end up going to court as Thomson need to be held to account for the mis-information or at worst their deceitfulness. Would advice if calling customer services to take names of who you are speaking to and all the details of the call or use recorded mail in case you need to go to court.

Summary: Very bad custemer service advice could cost you the full price of the holiday.