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Joanne's complaint against Tui

Joanne Cottrell



Complaint against Tui

After being sold premium seats I was called to say what I had actually booked was extra leg room. So another £250 spent to get Premium Class as first told. During our Premium Class flight we were handed a menu. We selected from the menu. When it came to serving we were told we could not both have chicken as there was not enough so only one of us could choose! On arrival at our hotel we were charged additional cost of over £400 for a sea view. The so called 5 star resort was a shambles. The lights in the toilet and shower area constantly blew so we showered and used toilet in darkness. Electrical sockets in the bathroom area came away from the wall leaving raw live wires hanging free. The TV would not work. The sea view was a glimpse in the corner of the sea. The door to the room jammed every time we tried to enter. Eventually we were moved rooms. Yet again lights did not work. Sockets came away. The TV worked now and then. An ironing board which had rubber stoppers missing from the feet almost took my eye out when erected by my partner. Again the door jammed constantly. We were locked out on the balcony due to a faulty door. Our view of the sea was ruined as heaps of sea weed lay rotting at the waters edge. As a beach holiday we were unable to use the beach and the pool was so busy there was nowhere to sit. This was the same with evening entertainment. But the worst part of this awful holiday was an excursion booked through Thomson as they advertise SAFETY FIRST and list 10 reasons to book with Thomson. Sadly on the return coach journey from Chichen Itza a man was taken ill. The tour guide asked if there was a doctor on board. A lady offered help she was a paediatric nurse. When she asked for the first aid kit we were aghast to find this almost EMPTY. when told to call an ambulance the guide instead called his office and promptly told everyone on the coach he was going to loose his job. This was during the mans total collapse firstly laid out in the floor of the coach for resuscitation and then laid at the side of the road. Compressions were given but mouth to mouth could not be given as no mouth shield was in the empty first aid kit. Sadly the man died at the roadside and lay there for quite some time til an ambulance arrived. Me and the other passengers were left in the coach for two hours before being taken back to the (shabby) hotel. We were never asked how we were until we persued the matter. Then we were offered 50% discount on the excursion! I found this insulting and refused. Since this date (end February) I have requested copies of Thomson policy procedures risk assessments or any other documentation to substantiate their claim of SAFETY FIRST however I have now 28th May been told that "these are internal documents we are under no obligation to provide them to you". In fact none of my concerns or complaints have been resolved by Thomson despite letters, e mails and phone calls.

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