Holidays

How Thomson Holidays repeatedly broke a promise to refund customer

It took a second for Kathryn Osborne to book the wrong holiday by accident.

And almost two months later she was still waiting for a refund from Thomson Holidays.

No wonder she called for my help after the holiday firm made promise after promise to send a refund but did nothing.

Now she is celebrating after the money was finally paid when I asked Thomson for an explanation.

Kathryn had booked a holiday from Thomson’s website to Salou, Spain, only to realise immediately it was the wrong hotel.

She said: “I booked the holiday at 17.23pm and cancelled it at 17.30pm on the same day after realising I had chosen a hotel which was not suitable for the disabled.

“My husband is disabled and it would not have been a good place for him.

“It cost £1000 and I was told I would get the money back between three and five working days.

Kathryn Osborne and her husband on holiday

“Nothing happened so I called again and I was once more told it would take between three and five days.”

By this time Kathryn and her husband Dave were forced to use their credit card to book another holiday on the assumption the refund would be paid quickly.

But, on her return home, there was still no refund.

She was told on another two occasions that the money would be back in her account in five days.

And, guess what, on another two occasions, it wasn’t.

That’s when Kathryn, of Hartlepool, decided to tell me about her experience.

I asked Thomson what was going on.

I was told the company were in direct contact with Kathryn to resolve the matter to her satisfaction.

Kathryn told me she later had a call from the director’s office.

She was told – oh, go on, you know what she was told.

The money would be with her in five days with an additional £100 voucher to make up for all the broken promises.

This time, however, there was a twist.

It happened. It actually happened.

Kathryn told me: “Thank you for the help – the money is now back in my account.”

All that is left is to hear what Thomson have to say.

A spokesperson said: “We apologise for the issues Mrs Osborne experienced during the process of cancelling her holiday with us and we’re in direct contact to resolve the matter.

“We’d like to reassure customers that issues such as this are rare.”

The refund was later increased to £200.

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