In an attempt to restore confidence in its flagship cruise ship, Thomson have published their most recent statistics showing record high reviews from customer service questionnaires over recent weeks.
The Thomson Dream was splashed across headlines earlier this month following its appearance on the BBC’s Watchdog programme, which was investigating complaints from passengers who complained the ship stank of sewage and needed updating.
Some passengers complained that the smell in the cabins got so bad they had to sleep on the deck. Following complaints, Thomson has been offering passengers free upgrades to outside cabins for passengers who book before October 28 for cruises between January and July next year.
The programme criticised Thomson for introducing the ship as a new vessel, when it is in fact 24 years old and was only new to the Thomson fleet.
Although it suffered a challenging introduction to the programme, customers are clearly being wowed by the levels of service on board, proven by their impressive new statistics.
100% of passengers gave a rating of ‘excellent’ or ‘good’, whilst 99% of passengers rated the same for both entertainment and food, as well as their holiday overall, and 99% of guests perceived their accommodation to be either ‘excellent’ or ‘good’.
David Selby, Director of Cruising said: ‘Whilst we accept that there were challenges following Thomson Dream’s introduction to the fleet in April, the customer service questionnaire scores and customer feedback over the summer as a whole have underlined the efforts our crew have put in to deliver a fantastic cruise experience to all out customers.
‘We recognise it was not a smooth start, but as the Watchdog reporters were on board over three months ago, most of the shortcomings reported on board were significantly out of date.’
‘I would like to take the opportunity to give my thanks to everyone involved and as she goes into dry-dock for six weeks at the end of this month, I look forward to an exciting Cuba season this winter.’
With any luck, the BBC’s Watchdog have failed to tarnish Thomson’s reputable brand name and instead have helped to instil even more confidence across their large and varied customer base.