No, it’s been over 4 days now, and no response. It’s okay providing a service for consumers to contact them but if they do not respond, then it’s pretty useless. 4 days is poor in my opinion.

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Have you received a response from Thomson yet?

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Different consumers will have different expectations – I would expect a reply to my question within 24 hours of me sending the enquiry, even if it’s to apologise for the delay and they will be in touch soon. The response time will depend on when you sent the enquiry, i.e. the date and time. Smaller companies I can understand may struggle to reply 24 hours.

There’s no reason not to have a frequently asked question page. This not only helps the consumer find the answer to their question but the agency could receive less enquiries. As a consumer I always check the FAQ’s before contacting a company, but I understand some won’t and will find it easier/quicker to email the agency.

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From a non-travel agents point of view (during working hours) what would you think was a good and also a maximum reply time?

For your information as an agent one of the best response times are Kuoni and Thomas Cook, both normally within 4 hours. TUI is poor for us to.

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Budget airlines and bare bones packages have lowered expectations all around among consumers. Strangely, I’ve noticed that low end hotels etc have gotten better in the last few years.

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