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Thomson forced to apologise after holidaymaker is verbally attacked in abusive emails

 
 

Thomson holidays has been forced to apologise after the Daily Mail and BBC1’s Watchdog programme highlighted the case of a Thomson holidaymaker who received abusive emails after complaining about her room during a holiday to Mexico.

Gemma Fish and her fiancé felt their hotel room was like a “prison cell” and contacted Thomson’s 24-hour customer services hotline. They were moved, but one month after returning home, Gemma began to receive emails sent in the early hours of the morning from Thomson, which rebuked her for complaining and contained foul language.

Thomson assisted the police in investigating the emails – and said that a disgruntled employee had interefered with its email account and had since been dismissed.

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The Daily Mail published the emails, one of which 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...

”You should have booked with Thomas Cook...”

Under the 1992 Package Travel Regulations, holidaymakers can complain if any aspect of their package holiday is not as described in the brochure and there is no warning issued before the holiday about changes – or if they fall ill or injure themselves through no fault of their own. Any alternative services – such as a different hotel – also have to be of a similar standard as the one booked.

More holidaymakers are aware of this and both in-resort holiday representatives and customer services teams at the tour operator have a legal obligation to address any reasonable complaints made by package holidaymakers.

A Thomson spokesperson said:

“An employee interfered with a number of internal email accounts, sending inappropriate emails.

“We carried out a full internal investigation, as well as supporting the police in their investigation – the issue was dealt with immediately and the staff member was dismissed.

"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."

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Dated: 29/11/2012

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