Lost Wheelchair - Complaint about Thomson - A Spokesman Said

Lost Wheelchair

Complaint about  Thomson  | AWAITING RESPONSE


Thomson

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Christopher Heal

25/01/2017

Lost Wheelchair

Complaint about Thomson

We went on a cruise on the Thomson Majesty on Nov 25th. While transferring to the ship from the airport a disabled member of our party's wheelchair was lost by the company. We reported it lost and for the week we were told the cruise ship staff were trying to locate it. After no luck, we went to the customer service desk on our final day. The staff there told us we would have to claim on our home insurance for the chair. When we informed them that this was not possible as the policy only allowed a maximum of £400 per single item claim and also we would have to pay an excess. We were asked how much the excess was and were told they would give us that as a refund to our onboard account. We then again told them that this was no good as we can not claim the cost of the wheelchair as it was substantially more than £400. The gentleman we were dealing with said they would still credit the account with the £50 as a goodwill gesture which would not effect any claim we made in the UK as it was only kept record of on the ship and to contact Thomson aftercare when we returned to the UK to raise the issue with them. We contacted the aftersales team and have been informed that they are consider the £50 as compensation for the chair. We have been back since 3rd December and have received only one email from the company and the gentleman in question is unable to access some of the activities he usually caries out due to us not having a wheelchair. His quality of life is being effected. We have rang Thomson twice to chase up our complaint but as they have 28 working days to get back to us and this is not expired till Feb! We can not complain to ABTA as we have to await a second response from the company.

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