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“Very, very, very, very, disappointed & peed off with...”

written by david.chambers.1291 on 03/06/2014

Very, very, very, very, disappointed & peed off with Thomson!!!!!!!!!!!!!!
I tried to buy a seat for my infant daughter last week for our forth coming holidays to Cyprus next week. I tried to telephone first but was on hold for quite a while so thought I would e-mail the request through instead. The e-mail confirmed it may take up to six days to reply ( yes six days, can you believe that in 2014, from a claimed industry leader? )
Anyway, the e-mail came last Friday & it was £175 to buy the seat. I thought it was a bit steep but thought it worth it, so tried to ring again to book it, but again was held up in a call centre queue from hell. Again ( wrongly ) I thought instead I would e-mail it off again with the hope they may ring me back sooner so that I may pay for the extra seat ( there's no option to buy the extra seat on the website ).
By Monday no reply had come so I bit the bullet again & telephoned them. After an hour of waiting I was finally put through to some Indian call centre. I explained what I would like to do & the lady seemed fairly helpful. Following another 10 minutes on hold she told me that she wasn't able to help me & that she would transfer me to another department. She did so & I was put through to a gentleman who said he could arrange what I wanted. Following another 10 minutes on hold he told me the price had now gone up to £235. I had been on the phone now 1 hour & 20 minutes; I had come this far & just wanted a conclusion. I begrudgingly said I'm prepared to go ahead with it at £235 ( bearing in mind it was only £175 the Friday before ). He asked if it was ok to put me on hold for 2 minutes which I agreed. Another 10 minutes passed & he finally came back to me. He informed me he hadn't been able to book it as the system had gone down. At this point it still wasn't clear if he could even book my seat for me. He didn't even offer to arrange someone to call me back once the system was fixed. Instead he asked again if I was ok to hold for another 2 minutes while he booked the seat for me.
I was now beginning to lose the will to live. I had been on the phone for over 1 & a half hour trying to book a simple seat addition. 15 minutes later, 1 hour & 45 minutes later to be precise, I finally gave up & put the phone down having not booked the seat.
WHAT DO YOU HAVE TO DO TO PAY THOMSON MORE MONEY?????????????????????????
E-mail didn't work ( I'd probably be quicker to write a letter to them ). Telephoning was impossible.
I chose Thomson not because they were the cheapest but because they appear to offer the most professional service; how wrong was I? I thought this type of customer service went out of business in the 80's. I'll certainly think twice before booking with Thomson again!!!!!!!!!!
I had no choice but to lodge a complaint on the website form, of which as yet, I have had no reply from ( & considering the above service don't expect one).
What a bunch of jokers. Steer clear & avoid!!!!!!!!