The Customer Care team advised us that they do not use Tripadvisor for their reviews or complaints.
We have been advised by First Choice that investigations are only based on customer comments made on from customer feedback forms. We have been informed that as we did not complete one they cannot take that into consideration.
we have, yet again, been accused of being dishonest, both my partner and I BOTH completed a feedback form on the return journey. We are advised that First Choice have no record of this. Ironically these are completed in unsealed forms, collected by Cabin Crew, I doubt that these are not vetted before submission, and as yet I have no proof otherwise. Despite having informed First Choice of our complaint, in writing, at ALL stages of correspondence it seems completely offensive to us that we should be treated like we are not telling the Truth.
In addition we are now informed that the investigation is only completed using the information provided, they will not request further information. A responsible company who take their customer experience as a priority. I will leave it to others to make their mind up. You may be interested to compare this approach with the TUI Code of Conduct which is available at their Company Corporate Website: Click to access code of conduct, I point you in the direction of the TUI Policy on page 4, Honesty and integrity.
http://www.tui-group.com/uuid/5a4a969abef14cd0a90c04724df0b3e8
May I state:
We have an original copy of the complaint made with the Holiday Village Reps, which in accordance to the Thompson Investigation process (or so it seems) would not be taken into consideration and will not be requested. We have now forwarded this to First Choice and await a satisfactory response.
Yet we have no apology and no re-assurance that First Choice are taking these matters seriously for the health of other customers.
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