Thomson under fire from independents

Thomson has come under fire from independent agents for poor trade support and for unmatchable online prices.

Some agents say they have become so frustrated they are avoiding booking with the operator altogether and have removed its brochures from their shelves.

Instead they say they are increasingly putting together their own dynamic packages or are booking with rival Thomas Cook.

Even one former Co-operative Travel agent, who lost her job after the merger with Thomas Cook and is now a TTA homeworker, said she would rather book with Thomas Cook because at least she can make some money.

The complaints were made after an agent posted a comment on the travel industry Facebook page, Travel Gossip, accusing Thomson Airways’ Pre-travel Services of being an "absolute disgrace".

Hollie Yaxley, from Oyster Travel in Norwich, said she had called Thomson around 10 times on behalf of a tall client who had booked to go to Hurghada with Red Sea Holidays and wanted extra legroom on her Thomson Airways flight.

When she made the booking she was assured that her client could pay for guaranteed extra legroom, but later she discovered that was not the case.

"I called about 10 times in all and each time I was told something completely different. My client even called them herself and then when I called again I was spoken to quite rudely," said Yaxley.

"My client has now been told she has to wait until she gets to the airport next week, but I can see that all the extra legroom and exit seats are now gone," she said. "She will not be travelling with them again in the future."

But Yaxley said agents’ biggest gripe with Thomson was its unmatchable website pricing.

Sharon Keaveney, from Inspired Travel in Nuneaton, said she is unable to compete with Thomson’s online discounts.

"We struggle enough, but their online discount now wipes out anything I can make. I’m not prepared to work for nothing," she said.

"Even though Thomas Cook made me redundant, and I said I wasn’t going to sell them, at least I know that my price is going to be comparable with the one on their website, but it’s not the case with Thomson."

Keaveney said since becoming a homeworker at the end of July, she has already lost two bookings because clients have found a better price on Thomson’s website.

"I just don’t understand it. Thomson’s product itself is fab, with cracking hotels and the flight times are good, but we’re no longer on an even playing field."

After being contacted by TravelMole, Thomson issued a statement saying it takes complaints made by agents very seriously, but was not aware of any of the issues raised.

It added: "Our contact centre and commercial relations teams have received no direct feedback from agents about our service levels and would welcome more information so that we can investigate these claims. There have been no recent changes to our commission structure.

"Thomson sell hundreds of thousands of holidays each year through third party agent partners and the vast majority are happy with the service we provide."

by Bev Fearis