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Thomson say sorry for customer service agent’s email rants

Reports on BBC 1’s Watchdog consumer programme and in the Daily Mail have exposed how one holidaymaker was treated when she complained about a holiday to Mexico booked with Thomson holidays.

Gemma Fish and her fiancé complained about their room being claustrophobically small and were moved after contacting Thomson’s 24-hour customer services line.

However, one month after returning from their Mexico holiday, Gemma began receiving abusive emails sent from Thomson’s email account in the early hours of the morning, which told her she should have booked with Thomas Cook. The three emails made personal comments about her in a foul-mouthed tirade.

The Daily Mail published the emails and Watchdog took up Gemma’s case. One of the emails read:

“Gemma we are sorry that ur room is NOTHING like you thought it would be like..But you need to go an see ur rep but she really won't really give a s*** like the 24/7 holidayline...”

Thomson has apologised to Gemma and said the emails were sent by a “disgruntled” employee who accessed the email account and who has now been dismissed.

Holidaymakers are entitled to make complaints and be awarded holiday compensation under the Package Travel Regulations 1992 if their holiday is not as described in the brochure, or they become ill or injured through no fault of their own and the tour operator or hotel is responsible.

A Thomson spokesperson said:

"We would like to reassure our customers that the interference of these email accounts was an isolated incident.

Customer service is of paramount importance to Thomson and we have taken all the steps necessary to ensure it does not happen again."

Dated: 29/11/2012


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