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“Left Stranded In Cuba at the airport at night”

written by tcarter on 18/03/2013

We took a 2 centre holiday in Cuba and Thomson failed to arrange a pickup taxi at the airport leaving us stranded at the airport as it closed down for the evening, quite traumatic. Eventually it was sorted by the local reps. My main complaint is that as we declined the offer on site of compensation as derisory (about £15)we were refused any compensation in the UK when we complained. Very difficult to complaint to Thomson/Tui, no email provision, they email you but will only accept snail mail responses from customers. A great shame because we had holidayed many times with the Tui group and for want of responding sympatheticaly,having a decent complaints mechanism and making a reasonable offer of compensation (a £50 voucher would have been accepted)they have now lost my custom in future. May be they should check out something called Systems Thinking style of management.