A grieving dad-of-two has thanked News Shopper after a “heartless” holiday company ignored his pleas to postpone his trip abroad when his mum died of cancer.
Danny Whybrow, from Petts Wood, had booked a two-week Thomson package holiday to Egypt with his wife Nathalie and two sons.
But when his mum became seriously ill with asbestos-related cancer, he asked the holiday giant if he could postpone the trip.
Thomson refused and Mr Whybrow was forced to cancel the trip after his mum died on July 24 – his son’s birthday and the day before they were due to leave.
The 41-year-old, who is a father to Sonny, 11, and eight-year-old Luke, told News Shopper: “It’s an awful situation, I would not wish it on anyone.
"I did not want charity from Thomson, what I wanted was a bit of support.
"To me, it just seemed callous.
“I would have expected a bit of customer service and a bit of compassion.
"They just did not seem to have a heart.”
Although the Sharm El Sheikh stay was insured, Mr Whybrow was unwilling to cancel and sacrifice the full cost of the holiday, despite giving prior warning.
The Greenwood Close resident described the situation as “appalling”, with Thomson intent to “profit from mum’s death”.
He said: “They seemed resolved not to help in any way, which is bizarre because I did not really want a refund.
“I did not want to cancel the holiday, I just wanted to move it.
"I am not expecting them to lose money, I would pay an admin fee.
“I did not see why they should take all of that money and palm it off on the insurance company.”
The loyal customer, who has booked package holidays through Thomson and First Choice since 1999, initially said he would not be booking with Thomson again.
However, just hours after News Shopper contacted Thomson, the company offered Mr Whybrow his original payment against the cost of another holiday.
A delighted Mr Whybrow described the news as a “huge relief”.
He said: “I am baffled. It took News Shopper’s involvement to get any kind of help or solution from them.
“I’d like to see a revision of this policy – to be given no option other than to cancel at the most traumatic time of your life just doesn’t seem right.”
A Thomson spokesman said: “Thomson is sorry for the inconvenience caused to Mr Whybrow at what must be an extremely difficult time.
"Given the exceptional circumstances, we have been in direct contact with the customer and the matter has been resolved.
“Customer service is of paramount importance to us.”
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