Emma Lunn: Does Thomson really care about its customers' lost luggage?


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The Independent Online

Some companies treat their customers appallingly and then fail to respond to complaints.

I am hearing an increasing number of tales of incompetency from holiday company Thomson. A friend of mine returned from Majorca last Saturday, while his suitcase stayed on the Spanish island a bit longer.

Thomson said the missing luggage would arrive back at Bristol airport on Sunday – but it was forgotten again. And again on Monday, so it was Tuesday before the luggage eventually arrived back in the UK.

But instead of arranging for it to be couriered to my friend's house straight away, Thomson insisted he wait until Thursday for some unknown reason.

A quick look at the Twitter account @ThomsonCares suggests that my friend is not alone in his grievances – and that Thomson doesn't really care at all.

Twitter @emmalunn

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