During my stay in the Marhaba Palace, Port El Kantoui, Tunisia within the first 24hours I made it very clear to the Thomson Rep I was not happy with the circumstances of my holiday as the night prior I arrived to the worst room I've ever stayed in. A few days after this I registered an official complaint, this was the 17th June so as Thomson have now received my official complaint letter the regulatory response time starts ticking. The law is 28days for a complaint response (Note: An acknowledgement of a complaint doesn't cover this). I rang Thomson 7 times about my horrible holiday to tunisia over the next few weeks and started to realise that nothing was going to happen.
On the 26th July I emailed the chairman of Thomson and the Director of TUI-UK who I would have thought would be very interested about how their customer care centre is ignoring ABTA regulations. One week later ABTA became involved, and they informed me they would be chasing Thomson. Along side this I started Twittering on Thomsons feed, this seemed to be the first real contact I made. By telling their twitter group I was beating Thomson in Google on several search terms it appears it caught the interest of their internet communications team.
Within days of this I received a call from one of the management in the customer care team at Thomsons, she didn't sound overly happy. This is probably because she'd been told to stay will 6 or 7 in the evening waiting for me to answer my phone on a Friday. I stressed to how horrible the Thomson Tunisia trip was, but after disagreeing over the amount I was entitled to I ended up with something far short of what I really wanted which can only make me think that people who don't goto these lengths get nothing or very little.
In short, what appears to be necessary if you want to be noticed by Thomsons complaint team about a poor service with them is the following: