Top Man At Thomson Holidays?

[Smowball]

If I wanted to write a letter to the man at the top(or woman), or at least someone very senior who would it be? I've tried searching and get loads of different names come up.

[Buenchico]

The vast majority of letters addressed to 'top people' get opened by their PAs, who promptly redirect them to the same customer services team that handle all other correspondence from customers. (When I worked at a railway station we often got letters handed in that were addressed to the Managing Director. We were told that even if they were marked 'Private', 'Confidential', 'Personal' or 'For the attention of the addressee only' we were to send them all straight to our Customer Services department, so (unless Customer Services decided to forward them to the MD) they never got anywhere near to him. So you're probably wasting your time.

However Thomson Holidays is a trading name of TUI UK Ltd. Its Managing Director is Nick Longman and his correspondence address is TUI Travel House, Crawley Business Quarter, Fleming Way, Crawley, RH10 9QL.

[Smowball]

Ahh I see. Well I've complained the correct way via email which I got an automated really saying wait up to 28 days for response. 40 days later nothing so I Ring them and they sent ever getting an email! Even though I had the automated response. So I send it again. Another 35 days and nothing. Ring again..... can you see a pattern?? Finally get a reply that addresses me incorrectly, has points in that I didn't even mention and completely ignored my actual complaint. We are now six months down the line and three emails from three different people , none of which acutally make any sense... and still don't answer my original complaint.

[237SJ]

Tell them you`ll complain to ABTA if they don't deal with your complaint satisfactorily https://abta.com/holiday-help-and-complaints/abta-customer-support

[Smowball]

The thing is that when you email it takes months for a reply, if you ring they have no idea who you are and that's why I was suggesting writing to the MD . If I was to threaten them with ABTA I wouldn't even get a response!

[Bazile]

Put it on facebook , complaining how they have not dealt with your complaint properly .
I seem to recall reading how these companies then jump to deal with matters , to avoid adverse publicity

[chelle7272]

You could try using this - haven't used it myself but MSE is usually pretty good
http://www.moneysavingexpert.com/site/resolver

[Smowball]

Tried Twitter but they just messaged me privately and said email - which they then ignore fo months!! They really are useless

[Bazile]

keep putting it on twitter / facebook .
Hopefully they will then deal properly soon

[Smowball]

I've just looked on the ABTA website and they say they can mediate if the company is an ABTA member(they are) . It says you have to complain in writing once, then twice and then go to ABTA. So I'm assuming that none of my emails so far count?? Even though Thomson told me to email and not write?

[DocHH]

Smowball, a year or so ago I had reason to complain to Thomson/TUI. I actually got nowhere over a 6 month timeframe. I have been told by an Independant Travel Agent that the TUI policy is to keep stalling until the complainant gives up and goes away. The TUI/Thomson replies to both e-mails and letters indicated they had not even had the common decency to read my correspondences.
An employee of a Thomson Travel Agency outlet even told me that the only way I would get anywhere was through the Small Claims Court. Apparently they do not even bother to turn up to any hearing!
What BC wrote about corresponding directly to a Chief Executive is correct, any letter of that nature is hastily directed to Customer Services, and read that title as "the get rid of this nasty little person department!"
The only option you have is to vote with your feet and not book with them again.

[Samuraisan]

Maybe post on Facebook or Twitter? I believe there are forums too on which these companies hate negative comments. It's the age of social media. Maybe somewhere on TripAdvisor?

[Samuraisan]

I know ! Send your saga to the Daily Mail !

[Smowball]

Doc sounds familiar!! Yes I will never ever book with them again! Daily Mail - tempting!

[237SJ]

Tell Simon Calder. He loves sh*********g - I mean sorting out travel industry 'issues'

[Smowball]

Oh does he?

[237SJ]

Re - your emails to Thomson. I am sure emails will count as 'writing' Nobody writes letters of complaint to companies these days - it is all done via email. I would give them an ultimatum - if they don't respond in a satisfactory way to your complaint, you will involve ABTA.

[Smowball]

Update - ok I've spoke to to ABTA who think I have a case. They've sent me a link to register a complaint - I have to upload all photos and correspondence that I can find and they will then give me a case number and start to deal with it for me.

[emmie]

so persistence has paid off, hope you get your case sorted.

[Smowball]

Well it's a matter of principle now Emmie. I even had to go thru all correspondence and my first Emil to them was 19th October and they finally replied on 11th January!

[Smowball]

Email