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    Thomson Holiday cancelled, want to charge £40 late booking fee for another one

    March 31st, 2012 byPhilip Nicosia

    You would have to experience this to believe it and see just how insensitive Thomson Holidays are and how they care very little about their customers.

    We were due to go away last Monday to a 5 star all inclusive Riu Palace in Agadir but less then 48 hours before we were due to fly out Thomson rang to say the hotel wasn’t open and we couldn’t go. The holiday was cancelled and when we tried to book another one Thomson wanted to charge us a £40 late booking fee for the privilege.

    Bearing in mind it wasn’t our fault we were in this position and we were yet to receive a refund or an email with our cancellation details for the original holiday we contacted the store and asked if this £40 fee could be waived. They said they couldn’t so we asked them to call head office and see if they could do anything which they said they would and then call us back. No call was received so I emailed them and below is the reply I got.

    Hi Mr Nicosia

    My name is Gemma and I am the shop manager at this store, Rebekah has informed me regarding your booking and some of the issues that have been encountered.

    I can confirm that the late booking fee of £40 can not be removed from your booking, this fee is charged on all bookings made within 21 days and there is no facility to remove it as it is charged at head office, I can not call head office regarding this as all booking within 21 days incurs this charge regardless of the circumstances.

    If you would like to proceed with any holidays please do not hesitate to contact myself directly.

    Kind Regards

    Gemma
    Retail Manager

    In other words they care so little about you as customers that they can’t be bothered to pick up the phone and speak to head office about our situation.

    Thomson simply do not care!


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