Thomson gets bad press over abusive emails
Thomson has issued an apology to a customer who received abusive emails from a member of staff after complaining about her holiday.
One of the foul-mouthed emails told the customer to "shut the **** up with ur moaning and book with Thomas Cook".
Gemma Fish had spent more than £3,000 on a holiday to Mexico with her fiance but had complained that her hotel room was like a "prison cell".
After calling the 24-hour customer service line, Thomson agreed to move the couple to another room, but a month after returning home, Fish received a series of emails.
Three separate emails, all sent in the early hours and printed in today’s Daily Mail, read:
Gemma do u really think we give a **** Because we dont so shut the **** up with ur moaning and book with Thomas Cook coz we dont want ur custom lol and the hotel have said u r one MOANING bitch
Gemma we are sorry that ur room is NOTHING like you thought it would be like..But you need to go an see ur rep but she really won’t really give a s*** like the 24/7 holidayline…
You should have booked with Thomas Cook….
Thomson blamed the emails on a disgruntled employee and said the culprit has since been dismissed.
"An employee interfered with a number of internal email accounts, sending inappropriate emails. We carried out a full internal investigation, as well as supporting the police in their investigation, the issue was dealt with immediately and the staff member was dismissed," said a spokesman.
"We would like to reassure our customers that the interference of these email accounts was an isolated incident. Customer service is of paramount importance to Thomson and we have taken all the steps necessary to ensure it does not happen again."
The whole incident will be revealed in an episode of the BBC1’s Watchdog Daily on BBC1 today (Thursday) at 11am.
The story has already been picked up by the national and international press and, once it is aired today, is set to cause further embarrassment for the travel giant.
** Has your business ever fallen victim to the antics of a disgruntled staff member? Or, have you ever secretly felt like telling a customer to **** off? Be honest now! Tell us all by clicking on POST YOUR COMMENT below…
Bev
Editor in chief Bev Fearis has been a travel journalist for 25 years. She started her career at Travel Weekly, where she became deputy news editor, before joining Business Traveller as deputy editor and launching the magazine’s website. She has also written travel features, news and expert comment for the Guardian, Observer, Times, Telegraph, Boundless and other consumer titles and was named one of the top 50 UK travel journalists by the Press Gazette.
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