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Thomson Airways delayed baggage

Leics
posts: 4
reviews: 5
Thomson Airways delayed baggage

Does anyone have any advice how to get Thomson to resolve delayed baggage issues

Thomson Airways failed to get my fiances bag home from Hurghada to Manchester. We were told it went to Amsterdam and was to be sent home via Copenhagen.

Since then they have lost it again and will only send chaser messages to Copenhagen which don't get any response. They refuse to phone or email to try to find the bag or even talk to us about what they can do.

Now 6 days have elapsed i have to call a Thomson Baggage line 0871 2887392 at 10p a minute and so far today have been on hold for 45 minutes and they have not answered i had the same problem yesterday so at a cost of over £5 a day to get knowhere

Thomson complaints aren't interested and wont give me another number. As for helping with the costs of items my Fiance needs like toilettries underwear etc not even started on that.

We are at our wits end and have never experienced such poor aftercare service

If anyone has a better number or experience with Thomson that might help it would be much apprecited

15 replies to this topic
Leyland, United...
Destination Expert
for Playa Blanca
posts: 20,535
reviews: 42
1. Re: Thomson Airways delayed baggage

Has she no underwear or toiletries at home?

Tamworth, United...
Destination Expert
for Staffordshire
posts: 7,326
reviews: 8
2. Re: Thomson Airways delayed baggage

I'd try writing or emailing instead to save money.

Thomson Airways Baggage Claims Department

5 The Enterprise Centre

Kelvin Lane

Crawley

West Sussex RH10 9PT

Email – thomson@airlinecrm.com

Plymouth, England...
posts: 2
3. Re: Thomson Airways delayed baggage

,ve been to morocco for a fortnight and they lost my baggage going out ,its been four weeks now and I still haven,t received it.i,ve telephoned the Thomson secondary baggage tracking dept and they are uninterested , although its there job ,i,ve emailed and they send a auto reply which says you wil get a response in 28 days ,and I,ve written ,but no reply still.i can relate to your problem as I,ve been there .

Leics
posts: 4
reviews: 5
4. Re: Thomson Airways delayed baggage

Hi that sounds terrible. It's been a while and they got our baggage but only because our local airport phoned to say it had arrived the 'specialist' baggage people thought it was still lost. I got some joy by tweeting to @ThomsonCares make sure you put a full stop at the start which makes the tweet public and you may get some joy

London, United...
posts: 161
reviews: 2
5. Re: Thomson Airways delayed baggage

I suggest ringing/emailing bbc1 watchdog.

They might be able to help, and they can also show it on the show warning others.

I noticed that two other people have commented that there luggauge has gone missing so its a recurring problem and Thomson don't want to know.

Liverpool, UK
posts: 10,099
reviews: 14
6. Re: Thomson Airways delayed baggage

"I noticed that two other people have commented that there luggauge has gone missing so its a recurring problem and Thomson don't want to know." - I doubt anybody would consider 2 instances of lost luggage as a recurring problem.

Luggage gets delayed/lost with every airline - it can be down to the airline, the airport, the baggage system or the handlers.

Just one of the joys of modern air travel - bags are classed as delayed before being deemed lost after 28 days in which case compensation under Montreal or Warsaw Convention will apply but travel insurance might be better in some cases.

Leyland, United...
Destination Expert
for Playa Blanca
posts: 20,535
reviews: 42
7. Re: Thomson Airways delayed baggage

Presumably you filled in a PIR before leaving the airport, and then called the number on the form? If it's been missing for 28 days have you put a claim in to the appropriate Thomsons address, or claimed through your travel insurance?

Baggage goes missing every day with every airline. Not sure why Watchdog would be interested?

Brooklyn, NY
Destination Expert
for New York City
posts: 20,084
8. Re: Thomson Airways delayed baggage

Yes, unfortunately baggage goes missing every day on all airlines, and most airlines are shameless about how they treat their customers in the aftermath. It's truly unfortunate, given how common it is. (By common I don't mean that most luggage goes missing, since it obviously doesn't: I mean the fact that thousands of cases go missing/delayed every day, you'd think they'd have come up with a more customer-friendly way of tracking it and relaying information while it's lost.)

Plymouth, England...
posts: 2
9. Re: Thomson Airways delayed baggage

I lost my luggage on 26th aug with Thomson going to Marrakesh ,I still haven,t received the luggage back.

Thomsons secondary baggage tracking department aren,t interested,they just tell you to put a claim in,but I want my belongings which they lost and you think they would be doing there best to reunite you with it but there after care is shocking..

Bangkok
Destination Expert
for Bangkok, Air Travel, Thailand
posts: 13,756
reviews: 71
10. Re: Thomson Airways delayed baggage

Him

"Thomsons secondary baggage tracking department aren,t interested,they just tell you to put a claim in,but I want my belongings which they lost and you think they would be doing there best to reunite you with it but there after care is shocking.."

==> Baggage tracking really is more of a REactive process than it is a PROactive process per se.. By that i mean for most carriers, it is set up such that only when a bag arrives or is detected at some point in the system where it's not supposed to be, does the tracking or tracing systems kick in.

The reality is that for most all carriers their baggage offices don't actively search the worldwide operations, but monitor and try to match up reports of a "found" bag (a bag that is detected somewhere its not supposed to be) with reports of delayed bags...

They;re not calling various airports or manually looking unless its in their central baggage office where long delayed bags are commonly centralized just before disposal.

I don't know that I call it "don't care" per se.. but is more a reflection of the process -- a reactive one -- than a proactive one.

However, I think its fair to say that if you look at the hard economics of it, it does not financially behoove a carrier to simply loose bags permanently as the mandatory compensatory claim (which is payable in cash form - the most expensive form of carrier compensation as opposed to vouchers) can, in some cases, exceed that of the passengers NET profits of their ticket price.

Travel Safe,

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