After two months of campaigning on a neighbour's behalf, I feel justified in lambasting Lunn Poly. My neighbour had hoped to have her first holiday away with her daughter for over three years and had booked a holiday with LP. At the time of booking she paid a deposit of £20 and received confirmation of the booking by post a week later.
However, subsequent to this shereceived two phone calls at work from a gentleman unknown to her, who had copies of all her confirmation material, namely personal details, address, phone numbers and holiday dates. Further to this he then sent her the confirmation papers along with a letter. As you will appreciate she was disturbed to find that all her details had been sent to a third party. She contacted the travel representative dealing with her booking at the Lunn Poly branch and indicated that she was highly reluctant to proceed with the holiday in these circumstances. The representative stated that she would have to pay a cancellation fee of £190. She said that she felt that this was unreasonable in view of the fact that there had been a breach of confidence on the part of Lunn Poly. Having gained no satisfaction at this level she contacted Head Office and spoke to a gentleman explaining the situation who said that he would get back to her. She was unable to take the call at the time, and despite a number of attempts on her part, he did not subsequently try to contact her. She then returned to the aforementioned branch and spoke once more to my travel representative who stated that she had spoken to Head Office and that there was nothing they could do. She then indicated that she believed that she had fabricated the events detailed above in order to evade paying a cancellation fee. At no point did she offer to change dates until my neighbour suggested it and throughout the conversation her manner was at best diffident and for the most part offensive. The outcome has been that Lunn Poly threatened her with court action to recover the cancellation fee, which she has now paid. I attempted to gain some redress by writing to the head of Thomson Travel (parent company) and was passed from one service manager to another, at each stage ever more earnest declarations of their enthusiasm to sort the matter out were forthcoming, though these dovetailed with increasingly more irate letters from LP's debt collection agency. A review was promised - it failed to materialise. LP's flagrant breach of the Data Protection Act and their pitiful customer service prompted me to take up this matter but to no avail. Hopefully, someone reading this here will think twice before placing their business with this shoddy company.
I wish I'd read this review before I'd booked with Lunn Poly. I just had a similar experience.
sue.51 17.11.2001 11:10
I am surprised, I have used Lunn Poly on several occasions and always found their service to be outstanding, far superior to most of the other operators. If you need to complain to Thomsons though for anything forget it, when something is going OK they are fine, first sign of anything failing and they are off with their tail between their legs and their high defensive barriers come up which try to tell you they could never possibly be wrong - sorry your friend had such a bad experience.
Sue
ndf9876 23.01.2001 02:48
Your opinion of LP seems to be based on one individual's bad experience, rather than your own. Taking nothing away from what you've said (and let's face it, LP are guilty as charged here) I feel that your opinion was not objective enough - all you've done is moaned about one particular case. I've used them about three times over the past five years and it's been plain sailing all the way!!
That said, though, it's probably for the better that bad cases such as this one are highlighted, and this is probably the best place to do that. So your opinion is, as far as I'm concerned, very helpful - I've rated it as such.
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christopherbrown 18.01.2001 (18.01.2001)
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Ciao members have rated this review on average: very helpful
Review of Lunnpoly
Jan 23rd, 2001
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