Travel company Thomson failed to inform passengers of changes made for the London to Goa flight which departed for India without a number of tourists on-board. Thomson have confirmed a number of passengers were not informed of the flight time change and have since apologized to those that missed the flight and promised an investigation into the error. The travel giant are now contacting passengers ‘to discuss their options’.
A spokesperson for Thomson said,
‘Thomson Airways would like to apologize for the inconvenience caused to customers who missed their flight from London Gatwick to Goa yesterday. We understand how frustrating and disappointing this must be for those affected. Thomson Airways can confirm that the departure time for flight TOM052, from London Gatwick to Goa, was brought forward three hours. Last week, we were requested by Goa Airport to change the time of our flight due to maintenance work at the airport. Whilst every effort was made to contact all of the customers on that flight via phone call and email, we now understand that a number of customers were not informed. We are currently investigating the reason for this, and at this time can only say how very sorry we are for the error. Customers who missed the flight are currently being contacted by our customer service team to discuss their options.’
5 tips for dealing with a crisis – Assess, Admit, Address, Atone and Adapt! Thomson are on stage 3 only days after the crisis and we all know how quickly bad PR spreads in comparison to good PR.
Love Niamh x