Many thanks for all your assistance in sorting out our holiday and the problem over late arrival of the tickets. As I said on the telephone, I only have two complaints - the rising prices - not the fault of Thomson or yourself, and the transfer, which is far more serious.
When we were delivered to the hotel we were given a leaflet telling us that we would be dropped off at the nearest bus stop - supposedly because of local traffic regulations - and collected from the same spot.

The rep did get off the bus and walk us the 100 to 150 yards to the hotel. Fine!

We were told our pick up time would be 18.25 and we should be at the bus stop twenty minutes before. We were, indeed some people were earlier than us. The bus did not arrive until 18.38 - there were only a few passengers on board. We did several stops picking up after us.

I commented to the rep that the bus was late. His reply was "If you don't like the transfers then get a taxi"
There had been no apology for the lateness, which would have immediately have resolved the matter.

Please consider that we are not talking about young 25 year olds here but mostly retired people. The weather forecast was for possible rain that day and it was quite cold. If it had been raining then everyone would have been very wet even if the bus had been on time.

The attitude of your representative was not conducive to good customer relations, in particular the aggressive manner in which he made the comment.

If people with mobility problems had been involved the trek to and from the bus stop would not have been very easy. Strange that other TOs buses managed to stop outside the hotels irrespective of the so called local regulations. Sorry to go on but that one incident spoiled what was a great holiday. We all have off days when dealing with customers but taking out our frustrations on them shows a complete lack of professionalism.

It has not put us off booking with Thomson and I hope to speak with you in the near future to book another holiday.