Thomson apologies to tour customer over abusive emails
Skift Take
Whether an employee interfered with customer service emails or an agent went rogue, Thomson needs to enhance its oversight. And its compensation offer seems paltry considering what the customer was subjected to and the disappointing experience on the tour.
A leading holiday firm has apologised after a member of staff accused a customer who complained about a trip to Mexico of being a “moaning bitch” in a foul-mouthed email.
Gemma Fish visited the Central American country on a £3,000 Thomson holiday with her partner over Valentine's Day this year.
Shortly after arriving the 29-yer-old complained to the holiday firm by email that she was unhappy with the standard of the hotel that they had been given. She also rang Thomson's 24-hour helpline.
However rather than getting a courteous reply, Ms Fish received a series of abusive and expletive-laden emails.
One email, which Ms Fish received in March this year, told her to “shut the ---- up” and said that Thomson did not want her custom. The email went on to suggest that Ms Fish book a holiday with rival company Thomas Cook instead.
