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Thomson Refuse Compensation after Failing to Meet Customer Needs

A holidaymaker suffered a nightmare ordeal booking with Thomson and was later refused compensation for her mis-sold holiday, according to Bracknell News.

Vicky Dennis, a sufferer of congenital muscular dystrophy has been wheelchair bound and needs daily care. So when she decided to book a package holiday to Turkey for herself, her mother and boyfriend she required easy access to all areas of the hotel.

Miss Dennis spoke to an advisor at Thomson to find out whether the Liberty Hotel, in Lara Beach had disabled facilities. She was informed by the Thomson advisor that the hotel did not have disabled rooms, however the rooms would be big enough for her. Ms Dennis also required a large bathroom as she needed space to fit her wheelchair and to accommodate the other people that would help her shower.

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Miss Dennis wrongly believed that the hotel would meet her needs and so she booked the holiday and also requested an adapted taxi at an extra charge to take her to the hotel.

Disappointingly, the adapted taxi arranged by Thomson was nowhere to be seen and the Thomson representative had no record of this. Instead Miss Dennis had to travel in a mini bus which was extremely dangerous and inconvenient as her boyfriend had to lift her into the bus. Furthermore, upon arriving at the hotel, Miss Dennis found the rooms booked to be much smaller than described. She was unable to move her wheelchair around and the bathroom was not suitable to accommodate her needs.

Despite trying to change rooms, it appeared that all rooms at the hotel were the same size even though Miss Dennis was informed by the Thomson advisor that the rooms would be large enough to meet her requirements. She explained: “For the whole duration of the holiday I was unable to have a shower.” Instead Miss Dennis was left with no option but to cleanse herself with baby wipes every day as she didn’t have access to a shower.

Miss Dennis further commented stating how disappointed she was that Thomson provided her with false information and allowed her to pay for a holiday where the hotel was not suitable to her requirements. This completely ruined her holiday.

When Miss Dennis complained, Thomson only offered the sum of £87 as a discount of any future holidays she booked with them. Miss Dennis felt completely insulted by Thomson’s response.

Rozeena Mahatay in our Holiday Claims Department at Simpson Millar Solicitors commented on Miss Dennis’s experience stating: “This is the typical response from tour operators after raising a complaint. As tour operators deal with large volume of complaints for mis-sold holidays they tend to provide standard responses to holiday makers, usually offering no more than a couple of hundred pounds and even lower in this case. This is usually in the form of a voucher and requires the holidaymaker to re-invest back into the very company that mis-sold their holiday in the first instance. They offer holidaymakers no real hope of recovery of their holiday.”

If you have been mis-sold a holiday for any reason and you booked a package holiday over the amount of £2,000, it may not be the best option to deal with your complaint directly through your tour operator, ABTA (Association of British Travel Agents) or Trading standards. Whilst ABTA and Trading Standards are there to provide help and advice and to ensure compliance with complaints procedures, holidaymakers are not going to recover their full holiday cost from them.

Our Holiday Complaints Team is highly experienced in travel law from mis-sold holidays to accident and illness abroad. If you wish to recover holiday compensation for the full amount of your holiday including loss of enjoyment, fill in our enquiry form or call our holiday claims team on 0808 145 1353 for advice on how you can make a holiday claim to get the compensation you deserve.

Dated: 08/07/2013