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I
agree that Lunnpoly should get some of their staff on customer service
training as I have had an 'unpleasant' experience with
a Lunnpoly advisor in the West Midlands just today. Extemely aggressive
even though the problem stemmed from the fact they sat on a payment reminder
letter for 10 days before sending it, and then said "pay in 4 hours
or we will cancel" !!
AP...21 February 2002
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Perhaps Lunn Poly managers should send some
of their staff on the 'How To Handle Complaints Seminars'
which are held four times a year by ABTA. My opinion of Customer Services
at many travel agents and including tour operators is that they suffer
greatly from a distinct lack of customer relations and customer services
training. If anyone from Lunn Poly is reading these comments, pick up
the phone NOW and start booking your staff on the ABTA Seminars, you will
find it an enlightening experience and one you won't forget for sometime.
www.holidaytravelwatch.com
11 March 2002
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Don't go to ABTA Arbitration.
They work for the Travel Agent against you. So I found when I had a complaint.
It cost me dearly. I should have realised that ABTA are financed by the
travel Companies. He who pays the Piper calls the tune. r.j.wren...7
January 2003
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I will be staying at the Riviera hotel in Benalmadena
in July this year for 2 weeks, with my husband it has cost us just under
£1500 can you tell me if this allows me to obtain a free sunbed
from around the pool or are the reps (head in the sand) still letting
the ignorant British reserve beds from the crack of dawn whilst they toddle
off on their day trips arriving back around 4pm to claim THEIR beds, if
this is the case can you let me know and I will cancel my holiday, I have
stayed in many thomson gold hotels and this has always been a problem,
but if you wait around long enough you are usually able to get a bed.
I do not get up around midday, I am awake by 8am and still no chance of
a bed. The reps need to say that reserving beds is NOT ALLOWED at welcome
meetings. Could anyone at Thomsons please reply to us. M Turnbull ...27
January 2003
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I have been a Lunn Poly/Thomson customer since 1987.
On average I spend £1,000 a year on my holidays, which totals out
to about £15,000 over a period of 15 years. Not a great deal I know,
but it is to me. Last September (after I had come back from Thomson holiday
booked from my local Lunn Poly) with my daughter and grandson) I promptly
booked my 2003 holiday, paid the low deposit (insurance was free) and
that the balance of the low deposit (£300) was due end of Novemeber.
Unfortunately, due to my mum being poorly, I decided to go from working
full-time to part-time, to enable me to help my disabled mum more. I rang
Lunn Poly to find out whether I could have an extension with regards to
paying the balance and they told me If could get a £100 to them
by Saturday then they could extend the balance due to the end of January.
I tried my best but couldn't, so when I called them to say I couldn't
they told me that they would have to cancel they holiday and if I didn't
pay them the £300 owed they would have to pass my file to a debt
collection agency.
I enquired whether my "free insurance" covered this and
was told that if I had become ill then yes, but as a 3rd party (i.e. my
mum) had been the cause then no I couldn't claim off the insurance. To
cut a long story short, last week I received a rather cold/rude letter
from Thomson stating they had now passed my details on to LOGIC who where
going to proceed with the collection of £300. I rang Thomson to
complain about the coldness of the letter and asked them whether customer
care was something they were trained in. I explained that I was a "loyal"
customer of theirs and always chose Thomson year after year as I as always
been happy with them.
The girl apologised and said that a standard letter went out to everyone,
regardless of how long they had been a customer. I am really disappointed
in the way I have been treated, and I know it's nowhere near as bad an
experience as some may have had. I have to say that the girls in my local
Lunn Poly have never been anything but pleasant, they also explained that
I was not alone and that a lot of people had also cancelled their holidays
because they couldn't afford to go. My problem is with Thomson/Lunn Poly
head office. Denise Gale...24 March 2003
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Why is it no surprise that thomsons and
lunn poly are ripping people off, we booked to go to the
dominican republic in january 04 for a week and received a discount of
96 pounds the following day we decided to extend the booking to 2 weeks
and were told we would have to pay 15 pounds each amendment fee plus we
would loose the discount given of 96 pounds. when I pressed the point
they eventually agreed to transfer the discount.
we have since found out that the discount for 2 weeks is 300 pounds and
this was available at the time we altered the booking. Will we ever book
through thomsons again ? NEVER. Mrs Linda Walker ... 23 July 2003
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