Resolution of the Week - Thomson Holidays

(17/10/14) Thomson Holidays turn Graham from an unhappy customer into a very happy one – well done to Thomson!

Graham got in touch with Resolver as he had an issue with Thomson Holidays. Graham and his family are off on holiday in May next year. They paid £100 deposit and had to pay another £200 deposit per person before the end of August.

All the money was paid except for one family member, whose child was taken into hospital and so had not managed to pay. Thomson cancelled the holiday. But it turns out their alert emails were going to Graham’s spam box, so Graham did not know there was an issue.

Thomson was within its rights, as the smallprint says you are responsible for paying and responsible to ensure you receive the emails. But we are glad to say Thomson saw sense and have reinstated the holiday.

If this happens to you, it is important to get a copy of the medical treatment, record all your communications and even if you are technically in the wrong, companies can be compassionate to your situation. So be polite and explain your case clearly, Resolver can help.