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KIM's complaint against

KIM Vallance


Appalling customer service

Complaint against

I booked a flight to Ibiza through which was the biggest mistake I made. I will give you the short version of events that took place. I booked on 25th August, my son was travelling on 21st September and the flight was with Thomson airlines. Everything was fine until I tried to check in which was 24 hrs before travel. I tried several times on the Thomson website but could not get into my booking. I rang and they told me to ring Thomson direct as their was something wrong with the Thomson website, this is something should have done. I rang Thomson who informed me someone from had cancelled the booking on 4/9/17, as you can imagine I was extremely confused and upset and contacted immediately. I have never listened to so much rubbish from a call center and business that is meant to be a credible company, well that is a joke. On my working day I spent 6 hours going back and forth with trying to find out what had happened, they eventually told me it was a system error which was absolute rubbish and I told them it was a human error (which they eventually agreed) and they needed to get it rectified immediately. 6 hours later, stressed and upset they finally find me a flight leaving 5 hrs later than my original flight I had booked. Although I eventually received an apology I felt I should have been entitled to some form of compensation especially to cover my working time, phone costs and stress level costs, but they refused, stating because they found another flight that was basically good enough, absolutely disgusting. Their customer service is disgraceful and I will never use again.

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