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Got a complaint? We don't give a ****

November 30, 2012, 11:20 amYahoo!7

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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  1. Robert10:24am Monday 03rd December 2012 ESTReport Abuse

    ive had it once upon a time the customer was always wright but this is not the case amymore and retailers wonder why people dont want to shop and spend money in there shops theyed rather youse internet couse 99% of the time there is no contact that means there is nobody to ruin your day last night we went out for all you can eat 33 dollars for a shout of drinks we all got up to go get food when we returned our table had been cleaned they had removed all drinks knives and forks when i complained they made out i was lieing couldnt beleave it how do they do that even my kids were going they just took them dad

  2. 11:16am Sunday 02nd December 2012 ESTReport Abuse

    Reality is Gordon photos of the room, could not be the one you would staying in.

  3. 11:14am Sunday 02nd December 2012 ESTReport Abuse

    These days companies especially Internet companies like the 2nd biggest one in Australia, pay out money for the problem, just to shut you up. But if they had any brains, they would fix the problem so it doesn't happen again.

  4. Glib12:04pm Saturday 01st December 2012 ESTReport Abuse

    Most people don't do enough due diligence. Rarely is there an excuse these days for being a totally innocent victim.

  5. Gordon07:56am Saturday 01st December 2012 ESTReport Abuse

    We initially asked for a normal room,they talked us into "Special Rates on the View Spa Room's.Then Whammmo,lets hit you credit card triple for the advance spa booking.Con Con Con.

  6. Gordon07:34am Saturday 01st December 2012 ESTReport Abuse

    The Con is,They get your $500.00 to $1,500 in advance on the SPA room,at a special Rate" "Now" Interest Free MONEY for 5 mths,do this to every person who phones from interstate,then give you a backroom and say OH Sorry we must have double booked.The difference in upfront outlay is the cheap room was $400.00 in advance,They Triple their booking money on the Spa Room,Chances are they only have one SPA room,Maybe they don't even have a Spa Room,you never get to see it,one just leaves in disgust.

  7. Gordon07:16am Saturday 01st December 2012 ESTReport Abuse

    A Thought,""To Whom It May Concern.""When booking ahead through agents,get the details of the Acc,get on line and ask for Pictures of your accommodation,from the Motel etc., and stop the fraudulent CONS from agents,tie up the loose ends,pay a person who lives in that city or town to take photos of your booking ahead Acc,in a way it is a Cheap Check,and if the Acc. does not come up to scrach,post the PIC'S or images online,also ask the Agent for photos. I will be from now on.

  8. Gordon06:57am Saturday 01st December 2012 ESTReport Abuse

    Yeah What a joke compensation,they should refund her all her money,and then send them for a holiday,for which they initially were looking forward too. Too many scams today especially with book ahead accommodation,Gov's should start cracking down on these Drab pathetic thieving deceiving organizations. My wife booked a Large Motel in SA five months ahead with a view,and spa,charged $35.00 for a breakfast,got a back room and 4 slices of toast and jam,and a cereal box each.

  9. Nicholas01:54pm Friday 30th November 2012 ESTReport Abuse

    So they've apologised, given her £150 and FIRED the person responsible - but that still isn't enough? Jeez...

    2 Replies