Travel

A woman who complained to her travel agent about a substandard hotel room was shocked to receive a terse email packed with expletives.

A woman who complained to her travel agent about a substandard hotel room was shocked to receive a terse email packed with expletives.

Gemma Fish had booked a special holiday through British holiday company Thomson for her and her fiancé in Mexico.

When they arrived, they were shocked to find the hotel room resembled a “prison cell” with just two beds, a desk, TV and chipped floor tiles.

"The room looked nothing at all like what was advertised on the Thomson website and not what I had expected given the price I paid," Fish said.

She immediately called Thomson’s 24-hour ‘holidayline’ to complain and the couple was promptly moved to a better room.

But a month after returning home to Spain, Fish received a series of abusive emails telling her to quit the complaining and book with rival company Thomas Cook next time.

The first email was apparently sent by a woman in the customer service team. Thomson sas a disgruntled employee was responsible for sending the email.

It read: "Gemma do 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 ur one MOANING b***h’."

Fish told BBC’s Watchdog Daily programme the message left her flabbergasted.

"I don’t swear myself, so I was absolutely gobsmacked that they were even able to get through the system with that language in. It was just awful, and after everything we’d been through on the holiday, it was just the final bit for us really. It wasn’t nice at all."

A Thomson spokesman apologised for the outrageous emails and says the person responsible has been fired.

"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."

The company has offered Fish a cheque for £150 as compensation, but Fish is still not satisfied.

Have you ever had an experience like this?


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