This is a copy of the letter I sent to Thomson!

On Monday 24thJuly 2017, I thought I'd email our hotel to ask for a higher room as it stated
they had an amazing view.

The hotel rang me and told methat they had no booking for us and they no longer have a contract with
Thomson. I tried to call Thomson but was informed that they were inundated with
calls and I needed to call back later. I then went onto live chat where I was
informed there was no problem with my holiday.

I was not feeling confidentso I went to a Thomson store to discuss it in person (they at least were helpful).
They could see on their system that a case had opened showing ‘hotel’, but they
were unable to view it. They spoke to someone internally on my behalf after
holding for over an hour to have it confirmed that the hotel had no longer had
a contract with Thomson, therefore we had no accommodation on Majorca. The
manager at Thomson Kingswood confirmed that if we hadn’t have emailed the hotel
ourselves and made Thomson aware that there was no booking, we would have
travelled all the way to the hotel before it would have become apparent that
there was no booking and we would have had to dealt with the upset out there.

I am totally confused as tohow with systems that are in place today that this has got this far. Obviously
the contracts department have been negligent at not dealing with this when it
was established on the 6th June 2016 that there was no contract withVista Club. How did the accounts department manage to accept three of our
payments and allocate them, when there was no hotel booked? Vista club
confirmed to Ric – Thomson manager at Kingswood on the phone that they had
cancelled the reservation as there was no contract, so why did the reservations
department miss this? I am shocked as to how this has slipped through the net,
so many times!

They could not at this timeoffer me alternative accommodation as it was going through a process (quite
what that means no-one could explain). The very rude and aggressive lady called
Hannah from the program team, who made me feel like it was my fault, could not
tell me when they could or where they would be able to offer alternative
accommodation. This was only 10 days away from departure. I am still unsure as
to why they couldn’t as they were aware of the situation on Monday 24thJuly, so surely relocating us should have been a top priority. So why by
Wednesday had this not been handled, I really don’t understand?

I couldn't risk waiting and itnot being the right hotel for us and also as trying to contact Thomson to
discuss whatever they might finally have offered is almost impossible, we had
to get them to cancel my holiday and accept a refund.

I have an Autistic son, sothat is why I book along time in advance as it needs to be the right holiday
for us. He is now extremely upset about not having a holiday that he was
looking forward to so much. It’s very difficult to explain what has happened.
He cannot understand why it’s been cancelled, only that it has.

The way this has been handledby Thomson is nothing short of disgraceful. I should have been contacted back
in June 2016 when the contract ended with Vista Club Hotel. Thomson’s
negligence is causing our family a lot of unnecessary stress and upset. We now
cannot find an alternative suitable holiday at such short notice.

We have also lost a lot of moneywith regards to this holiday paying for car parking, insurance, holiday
essentials etc.

It states in ABTA’s key facts about the law that youhave breached your contract with us.
‘Therefore significant compensation is expected for:
Out-of-pocket expenses: therefund of any reasonable additional expenses you incurred as a result of the
breach of contract. These might be the cost of unavoidable phone calls or
additional transport costs, if they were incurred as a result of the problems.
Loss of enjoyment: an amount to compensate for thedisappointment and distress caused by things going wrong.’
The whole process since booking this holiday with Thomsonhas been hard work and stressful. The sheer incompetence from Thomson has
caused us to lose a family holiday we were looking forward to for over a year,
someone needs to be accountable for this. I have researched into your Customer
Service support and everywhere states that your service is amazing when things
go well, but horrendous when problems occur and that you have a lot of
disappointed customers!

I have all the correspondence from this unbelievablesituation should you require it, or should it be required if we have to pursue
this matter further.