Using social media to induce a response from customer service

Thomson has apologised to a holidaymaker after he detailed his grievances on social media platforms.

It all started when Andy Sharman wrote about his “horrible Thomson Tunisia holiday” in a blog. 

“I wrote on my blog displaying how angry I was about the service I received and not only that, but when I complained I was completely ignored,”  wrote Sharman, who also mentioned that he has received a cheque from Thomson to recompense him for his holiday. (According to media reports, just days after he told Thomson how popular his site was, the firm offered him a £595 refund on his £900 holiday). 

Interestingly, Sharman, who says he got nowhere with his complaints for a month and a half, says when he started “Twittering” on Thomsons feed, this seemed to be the first real contact he 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,” shared Sharman. “Within days of this, I received a call from one of the management in the customer care team at Thomsons.”

Sharman claimed he and his girlfriend weren’t told the truth when they booked their “first proper holiday together” at the Thomson store in Leicester’s Humberstone Gate.