Thomson admits it is disappointed by Which? customer satisfaction rating
Thomson says it was surprised and disappointed to score so poorly in a Which? survey of European short-haul carriers, which put its in-house airline close to the bottom of the league table.
Thomson scored a customer satisfaction rating of just 45%, placing it in 14th position out of a total of 16 carriers. Ryanair was bottom (see earlier story).
Thomson responded to the Which? survey with the following statement. "Thomson Airways carries over 5 million holidaymakers each year and, in our customer satisfaction questionnaires, 93% rated their flight overall as good or excellent.
"For summer 2012 over 80% of our flights arrived within 15 minutes of their scheduled arrival time. As with all feedback we will review the survey results and incorporate our findings into our future plans.
"We are currently investing in new aircraft and have added 10 new 737s to our fleet in the last year with a further 10 to come before May 2014.
" We will also be the first UK airline to receive Boeing’s 787 Dreamliner in 2013. The Dreamliner will offer customers an enhanced in-flight experience and we are confident this new and innovative aircraft will be well received by our customers."
Linsey McNeill
Editor Linsey McNeill has been writing about travel for more than three decades. Bylines include The Times, Telegraph, Observer, Guardian and Which? plus the South China Morning Post. She also shares insider tips on thetraveljournalist.co.uk
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