My husband and i booked with Thomsons to cruises on the Island escape as part of a cruise & stay. The reason we booked on the I.E. was that we had cruised with them a few times and enjoyed this ship.
On arrival at the airport when we had checked in our luggage we were handed a letter by a Thomson rep telling us we were now going on the spirit. We were not happy about this
While reading the letter i saw that we were to be on deck 1 on the spirit i pointed out to the rep and showed her confirmation that we had been booked to be on either deck 7/8/9 on the I.E. and i was not excepting this level of deck. She then phoned her office and told me that they were going to send a fax and get it sorted.
On arrival, we were still put on deck 1 and they said it was nothing to do with them as it had been all sorted at head office.
The noise on this deck due to engines, etc. was horrendous and we did not sleep properly for the whole week.
The reception was hopeless and said there was nothing they could do and i was to take it up with Thomsons when i got home.
I then caught the dreaded Norovirus which was spreading rapidly round the ship and was then confined to this horrendous cabin for 48hours.
The best bit of this cruise was getting off to continue our stay in Tenerife which after a couple of days getting myself together i was able to at least get a sleep and enjoy the rest of my holiday.
I am in the process of writing to Thomsons and would appreciate any advice on were i stand with them in regard to compensation.
Where did you book the cruise , and when did you actually travel . The I.E has been in dry dock since end of November and all booked itineraries were then put onto The Thomson spirit , until mid Feb .
However the maintenance etc ran over slightly so I think 2 sailings were changed . However all or most TA's with bookings should have been informed to pass onto the customers immediatly.
However the maintenance etc ran over slightly so I think 2 sailings were changed . However all or most TA's with bookings should have been informed to pass onto the customers immediatly.
I booked the holiday in November at our local Thomson travel agent. We went on the 11th of feb which we were told was to be it's first sail since the re-fit.
I remember we had some notification on earlier cruise dates , but not sure about these new sailings . We read some info on the later dates changing , but as we had no one on them we did nt pay as much attention. Sorry but not able to tell you when we saw it , whether it was before you departed or not , but I suggest a trip to your TA would be in order.
This is a variation on the old hotel changed without notice problem. In those cases their backs are partially covered by things in the T&Cs. But, any alternative has to be of equivalent standard.
So first thing to check is your T&Cs for the cruise, almost certainly it says they may have to change the ship and it does appear in this case that there was a genuine problem.
So that brings us to the cabin quality. What happened there seems to have be on a par with selling someone a holiday in a Ramada and moving them to a Travelodge! Not on and no amount of small print will cover them for that. Hammer them on this point and don't confuse the issue with the lack of notice (they may say they told your TA) or the inability of the crew to help (if it's full, they can't magic up a new cabin). The Novovirus is a good second point but keep it clearly seperate in it's own paragraph.
Wriet to them using recorded delivery. Keep the letter to one page as they never read more. Paragraph one, basic explanation of ship changed. Paragraph two, big complaint about difference in cabin standards, para three small complaint about Novovirus, para 4 what are they going to give you as compensation for not delivering anything like what they sold? And don't expect a reply in less than 27 days.
So first thing to check is your T&Cs for the cruise, almost certainly it says they may have to change the ship and it does appear in this case that there was a genuine problem.
So that brings us to the cabin quality. What happened there seems to have be on a par with selling someone a holiday in a Ramada and moving them to a Travelodge! Not on and no amount of small print will cover them for that. Hammer them on this point and don't confuse the issue with the lack of notice (they may say they told your TA) or the inability of the crew to help (if it's full, they can't magic up a new cabin). The Novovirus is a good second point but keep it clearly seperate in it's own paragraph.
Wriet to them using recorded delivery. Keep the letter to one page as they never read more. Paragraph one, basic explanation of ship changed. Paragraph two, big complaint about difference in cabin standards, para three small complaint about Novovirus, para 4 what are they going to give you as compensation for not delivering anything like what they sold? And don't expect a reply in less than 27 days.
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