TUI in Aberdeen

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comments 3

• en

  Sandra Penny

  :: 04 February 2018 13:42:38

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  ziqex

  :: 15 July 2017 11:23:40

  Great customer service

• en

  ian baxter

  :: 27 March 2017 16:03:39

  An appalling episode of customer service. The circumstances are that I called personally at this office to try to obtain the help of staff to resolve what I, or anyone else for that matter, would have regarded as a serious problem. I had booked a Thomson holiday and flight package to Cyprus through another Agent and had carefully read through the instructions presumably required by Thomson regarding the notification of API. Specifically, API requires to be entered no later than 24 hours before departure with no exceptions quoted and dire warnings about being unable to travel if the API is not given in a timely manner. I was unable to enter API because that part of the Thomson website was not 'live' and I had visions of arriving at the airport and being refused leave to board the flight. I explained all the foregoing to staff there including a Manager and the best that they could do was show me a screen message to the effect that check-in and boarding passes could be obtained at the airport desk immediately prior to departure. I had already seen this displayed on my own PC and it is not directly related to the requirements for the giving of API. The Manager refused to sign a receipt for the letter that I attempted to hand over to her despite my explanation that this was a receipt for the letter only, not its content. Later that day by way of an email enquiry to Thomson I learned that their system regarding API is that when 70% of the entries have been made the online facility closes down and the remaining 30% has to be completed just prior to departure at the airport check-in desk. Obviously staff at this office were not aware of this system otherwise they would, presumably, have explained it to me rather then simply repeating that I could give my API at the airport contradictory to the written information about API that I had been given. They also disclaimed any responsibility in the matter and referred me to my Agent despite this being a contracted Thomson holiday and flight. My Agent does not, so far as I know, own an airline. Although this considerable problem arose initially due to the manifestly inaccurate terminology that Thomson requires or condones Agents to use when contracting their holidays, and by that I mean the omission of any information regarding the 70%/30% split, the staff at St Nicholas Street should have known how the API system operated and clearly did not and therefore were completely unable to explain the 70%/30% system to me and reassure me thereby that I would not 'fall foul' of the API notification. Ian W Baxter 27.3.2017