I'm not sure if any of you can help me as I am after some urgent advice regarding my wedding I have booked with Thomson for May 2011.
We booked our wedding with Thomson in May 2010 and were told that we would receive confirmation of the booking via post along with a wedding pack. We still hadn't received confirmation at the end of July so had to go into our local Thomson to request this. A week later we still hadn't received anything so I decided to call the wedding line to request confirmation again. They confirmed that nothing had been sent out and apologised. We received confirmation a couple of days later but no wedding pack. The only letter we received after that was to request the second payment of deposit, surprise surprise!
My partner then went into Thomson to pay the deposit that day and asked Thomson if there was any sign of a wedding pack so that we could request our wedding date. They said that this should come through shortly. We received nothing again so we went back into Thomson 3 weeks later and they said that they would chase this up. Eventually a white form came through to the local travel agent where we had to go back again to the local shop to pick it up.
We filled the form in which asked us the date we wanted to get married and our basic details and returned this the same day which was at the end of August. We dropped the form into the local agent and were told we would receive a wedding pack and that they would get everything organised.
We waited from August to November whereby we had still not received a wedding pack or more importantly confirmation of the wedding date. We visited the shop for the 8th time to find out what was happening with our wedding as guests are still waiting to book. The gentleman explained that the wedding team had not received the form via internal post and he could also not find the hard copy. We filled the form out again and were told that someone would be in touch.
Thomson contacted me on the 21st of November telling me I had until the 25th of November to fill out a different form which I returned that day. I then received another email a couple of days later requesting the same form again so I sent this across again. Then I had another email stating that the form could not be read so I forwarded across 3 different forms and have still not heard back from the Travel Agents.
The resort emailed me on the 28th of November stating that I haven't sent the forms back that I emailed across to Thomson on the 24th of November. I've sent this form 4 times now and have still not had a wedding pack or confirmation of date. I have guests that are waiting to book a wedding that is 5 months away and do not know what to say to them.
We are both very unhappy with the service we have received as all we have done is chase various forms and confirmations for the last 6 months and still haven't received any kind of confirmation. We haven't even spoken to our Wedding Co-Coordinator and have still not received an answer from Thomson as to why we have had no contact from anyone. I think it's disgusting that they can charge over £4000 for a wedding and then leave the couple clueless.
We sent a complaint to Thomson on the 28th of November and have only just had a response this morning after chasing on a number of occasions. The guy responded with the following email and the letter he was talking about has still not been sent to us:
I have just returned to work today after the Christmas Holidays and I' am sorry to learn that you have not received a response to your issues raised.
Having checked your file I can confirm that I had responded by letter on the 10th December which was sent via your travel agent (Bullring). This was due to your booking being made via them and they act on your behalf.
Again apologies for the delay experienced.
Does anyone know what I can do next?
I don't know if there's more you can do but I would like to say how the procedure was when we got married in Cyprus (arranged through First Choice) a number of years ago.
We booked a holiday in May for end October the same year and at the beginning of July, decided we wanted to get married whilst we were there. We added the cost to our booking and received the relevant form requests which included copies of birth certificates, my husbands decree absolute from his first marriage, signed and certified declaration from a solicitor that we were both free to marry and copies of our passports.
We requested to get married on Monday 1st November.
That was it..... In between we got a notification of our requested provisional date and a time.
We arrived in Cyprus on Wednesday, met with our wedding co-ordinator on Friday with an appointment to take our original documents to the town hall for verification. Only when the Mayor and the notaries officer had agreed the forms and documentation were okay and acceptable did they confirm the date and time of the wedding as we had requested. Oh, plus payment for the special licence, of course!
Everything else was arranged - wedding car, reception, photographer etc over the weekend.
On the Monday morning (the day of the wedding), we went strolling around the old town of Paphos and the market in our shorts and t-shirts then made our way back to our accommodation. The hotel provided me with an extra room to get changed along with 2 of my friends so my husband didn't see "the dress" and the men took themselves by car to the town hall. The car came along all decorated and took me and my 2 friends a short while later.
Everything went smoothly, no hiccups at all.
I would say "don't worry" too much about it.... They probably follow a similar process where you are getting married too and they do hundreds of these year in, year out.
Quite what the problem with the paperwork is, I don't know - but the only solution I can offer would be to send the requested form by Registered Mail so someone has to sign they received it rather than sending by email.
We arranged our overseas wedding inside 4 months from start to finish and you are already a head start on that.
Hey, and look what happened to us! We got married in Cyprus and now we're living here - so I hope you've chosen the "right" location!
Go to the travel agents, ask them to chase whatever you are waiting for, and sit there until they do so. Also point out that the tour operator has replied to you via them, so it would appear they are sitting on some correspondence that needs forwarding to you.
The only suggestion I will make is don't leave it so long to chase important 'missing' things. I would give them 2 weeks maximum before contacting them again. I am still waiting (6 wks) for my local Thomson agent to ring me about booking an airport hotel. Needless to say, after waiting a week, I booked it direct with the hotel even though I didn't get the Thomsons 25% discount. If they can't be bothered, neither can I.
When we got married in Cuba on a Thomson holiday all the paperwork was dealt with promptly...mind you , we DID book it at a THOMSON shop
You have booked a holiday with Thomson - As you paid the balance of the deposit at the Thomson shop I assume you booked the holiday there?
You have requested a wedding package - did you do this when you booked the holiday or did you do this seperate? If so was it by phone with Thomson or at the shop?
If it was done at the shop then they are the ones who should be sorting things out for you. If you contacted Thomson direct for the wedding package then in effect you are dealing with two seperate departments and they are not connecting. If that is the case then somehow you need to make both departments aware.
That is how I read your post.
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