All-inclusive holiday booking dispute - Telegraph We sent a recorded-delivery letter to Thomson on February 28 with our copy of the all-inclusive paperwork asking for the matter to be sorted out. We have not yet had a response. Our local travel agent says that the holiday has now gone up in price - which is perhaps why Thomson doesn't believe us - and that the all-inclusive upgrade would cost another £238. Further phone calls have got us nowhere. Surely our signed contract should be honoured? Gill Charlton, consumer expert, replies You contacted me having still heard nothing just 10 days before your departure on March 22, so I asked Thomson to get someone in authority to check your reservation details. Within a few hours the company had amended your online holiday itinerary to reflect the corrected all-inclusive board basis and telephoned you to put your mind at rest. Why didn't it do so immediately the error was spotted, instead of making you anxious and having you waste your time trying to argue your case? I asked Thomson to explain. I also wanted to know who had signed the b & b paperwork on Mrs Tinner's behalf. The company said it didn't see why I needed a statement on these points. This was only a small problem. It's been fixed now and the customer is happy about it," a Thomson spokesman said. I found this attitude astonishing. I pointed out that it wasn't a small thing for Mrs Tinner. She had been trying to sort the matter out for more than a month - and without success. I wanted to know how Thomson customers who might find themselves in a similar situation should approach its obviously overworked, undertrained customer-service team to get things resolved. Thomson has now admitted that it can take weeks to reply to letters - even when their delivery is recorded. If you have an urgent pre-travel question it recommends emailing the company (pretravelservices@thomson.co.uk) with relevant attachments. This should be followed up by a phone call if the matter is urgent.