Lanzarote, our favourite destination but due to Thomsons lack of contingiency planning we were put through uneccesary stress. We thought we would benefit when informed we had been given an earlier time slot and would land at our destination early, only to find when we got there that we had to stand around for at least 30 mins whilst we waited for a bus to get us to our hotel. The space on the flight was cramped to say the least and this was repeated yet again on the cattle truck that brought us home.
I know that Thomson need to keep costs down, but I will be looking at other firms for my next holiday. Why do you need to keep disturbing your already stressed passengers by keep catching their shoulders with trolley dollies who seem incapable of keeping their trollies in a straight line?.
This is the second bad experience I have had with Thomson who seem to think they are big enough to keep losing customers and ergo their money, as previously stated I will be looking at other firms before booking again with Thomson.
I will not give them a star rating above one as I do not feel they deserve it at this time.
Our holiday was booked for Grand Canaria, at an all-inclusive, luxury resort, carefully selected for its facilities for our children. We thought it was prank call when Thomson called 10 days before our holiday to cancel the childcare facilities and services, saying generously they would refund the fees already paid to book childcare in the creche. I was given a number to call back if I wasn't satisfied, but couldn't ever get through.
The only response I got during the next week was via Facebook - they told me to search for an alternative holiday myself and then call to request a transfer, paying any extra costs to Thomson. I couldn't find anything at all, and ran out of time to keep searching, so eventually I requested that they cancel the holiday since they could not provide the services and facilities we had paid for and hadn't offered any alternative. They refused.
Eventually, following 14 hours of trying - by phone, email, and Facebook... someone responded, I think perhaps because I had emailed the MD ;) The Friday before the Monday we were due to fly, they offered an alternative holiday - the only resort available on our dates with childcare facilities was in Turkey not Grand Canaria. It was a much lower standard of resort and with terrible flight times, but we had no choice.
After the stressful 10 day run up to the holiday we were assured Thomson would take care of things. We were given 4 evenings of creche bookings and 3 afternoon activity sessions for the children. However, on arrival no one knew anything about that - it was too last minute - and couldn't find anything out either! We eventually got one evening creche session but no others were available.
We would never have chosen that resort, the British Soap Opera theme-tune quizzes could be heard all around the resort, racism was rife, as was homophobia and offensive jokes about job-seekers.
We made the best of it but all in all a terrible holiday, and no way to recuperate from the stress Thomson caused in the run-up to it.
We made a formal complaint, but now two weeks after our return we have still had no follow-up.
I took a few photos and recorded everything that happened for us, but now we want to get on with our lives and put this behind us, so this review marks the end of my time worrying about Thomson.
In case you're considering booking with Thomson anyone though.... I'd highly recommend you plan for the stress and extra time requirement you might find comes with it.
Next time we have a chance to take a break, we won't be choosing Thomson!
They keep emailing to change the flight times - which is bad enough (4 times already and still have 2 months before we fly) BUT why do they send emails and attachments than cannot be downloaded? You then try to ring them to find out the time of the NEW flight times and nobody answers the phone. You go to the store and they are not interested because the holiday was booked online and not in their branch. You then get locked out of the 'manage my booking online' because they want you to ring them every time there is a change - fine but nobody answers. Why have a facility to manage the booking on line if they lock you out of it because they have made a change?. I have never had such a song and dance with anybody else and I STILL do not know what my flight time is because NOBODY WILL TELL ME! I will never use this company again.
I really wished I had seen the reviews before booking with Thomson. I booked late so paid in full for the holiday (2 adults, 2 children). The day before we were due to travel my partner took seriously ill and advised by his doctor not to travel under any circumstances and told us to contact the insurance to send a form for him to complete so that we could claim the money back. I telephoned my insurance who were great and said they needed confirmation from Thomson that my partners holiday was cancelled. I telephoned Thomson and explained the situation and what I required. The person I spoke to had very little grasp of english and told me he was cancelling the holiday for everyone. I explained that 3 of the 4 people were still going but he hadn't a clue what I was talking about. Frustrated I ended the call. I phoned back the next day (the day we were travelling) in the hope I could get to speak to someone who could understand me and what I needed. This time I spoke with a lady however, again had very little grasp of the english language. Do they use an Indian call centre at Thomson? It appears so to me. This time she said talk to the rep at the airport and tell them the person is a no show. Upon getting to the airport no surprise to learn there are no Thomson reps. Clearly I had been fobbed off.
Upon my arrival at the resort I spoke with the Thomson rep and explained I needed proof that my partner hadn't travelled. He said give me a couple of days to look into it. 4 days later he just shoved a note through my apartment door saying ring this number when you get home. Basically he did nothing. He wouldn't even write a letter to confirm that my partner hadn't travelled.
On my return home I tried to phone the number given only to get a recorded message saying write to them. I raised an online complaint but 8 days later I haven't even received an acknowledgment let alone a reply.
It's clear to me that once Thomson have your money they couldn't care less about dealing with any problems that you may have had with any part of your holiday.
Whilst I was in the resort someone complained to the rep about being burgled. The rep wasn't in the least bit interested. Basically he gave them lip service.
I expected to have problems claiming back my money but thought it would be the insurance that I had problems with not Thomson. At the end of the day all I need is confirmation that my partner did go on the holiday. Its not that I am trying to claim money back off Thomson.
Thomson really need to seriously take a long hard look at their customer service otherwise people are going to stop using them.
Booked a package holiday through Thomson, which apparently means loads of hidden extra charges e.g. 7 euros to sit together because this greedy airline do not allow online check-in despite the fact that we are now in the 21st century and an age where most things can be done online.
The flight inbound was delayed by nearly an hour, with no explanation as to why, transfer was 25 mins late resulting in us getting really pants seats again, no explanation.
The airline seems to be all about getting money out of you and not about offering a good service.
The reps were very unprofessional and could be found drinking during the day at the hotel bar and moaning about other reps and guests. I personally did not see the point in them even being at the hotel...
Thomson need to have a rethink about how they treat customers because most people book online now and the options are much greater than 20 years ago...a dated business model in my opinion. This reflected the clientele on this flight, we were the youngest there, which suggests your target market is an ageing population so if you want to get young people booking your holidays you need to think as they do and offer online check-in and have an update of how you do things....
Never again Thomson!!!
Recently had a holiday to Cape Verde with Thomson.
Made a point of contacting the customer services team well before departure and received lots of airport assistance with speedy check-in, fast track through security and extra legroom seating.
I took the advice to check our bags in the day before we flew and this made all the difference. We simply sauntered into the airport on our departure date and not many minutes later were sitting in the departure lounge sipping coffee!
Whilst at the hotel there was a problem with internet access (caused by the hotel, not Thomson). The rep virtually jumped through hoops to help us and we were really grateful.
I have travelled with many 'superior' travel companies before, but have never received such great value for money service and will absolutely be using Thomson again.
Well done (and thanks)
From start to finish the whole Thomson experience is designed to extract as much money for as little enjoyment as possible.
Their holiday extras are non-refundable and ludicrously expensive. Paying £50 to sit next to my girldfriend and then having excess backage put on our account and then refusing to refund it just about typifies the company.
AVOID AT ALL COSTS
We booked out 5 year anniversary holiday to Mexico in June 2013. We paid about £ 1,400 each for the holiday which was all inclusive and 4* hotel (Catalonia Riviera Maya). We booked the holiday through the travel agents who thoroughly recommended the place as they have just sent their friends there for the honeymoon and they loved it. So we thought it would be a good idea to go ahead with their suggestion, even though we had another hotel in mind that we have chosen.
When we got there we were put on the ground floor room right by the main swimming pool with a stinky air conditioning which didn't even work properly and no fridge to keep your water cool for the night. Straight away i asked to be transferred to a better room after paying such price. They offered to upgrade to a Premium class for an extra £ 200 each and we would get a fridge and other benefits. I refused after paying the original value of over a thousand pounds and being told that these things will be in the package when we booked the holiday.
The hotel was only able to transfer us to a different room with a small fridge with 1 bottle of water and a note saying if you want anymore water you have to buy it???
The second room was no better and because after travelling for over 14 hours we decided to put our head down and just get on with it. However i am sorry the air con didnt work properly it just wasnt cool enough, and the bed was awful with a cheap mattress that you can buy for £20 and a foam contraption on top held with ellastic band. I am sorry but this is not acceptable. The list can go on and on but i just dont cannot be bothered typing it all as you can get the image of what it was like.
We mentioned it to the rep there who couldnt do anything, but we thought we would raise it here once we are back in the UK. After waiting for a month to get a reply from Thompson saying that their CST (customer service tracker) does not indicate there were issue there so as a good will gesture they can only offer £100 voucher. This is ludicrous as i supplied pictures of everything that we had in the room and that still wasn't good enough. I will never use Thomson again, this was our first and last experience with them and I am taking this further as i don't believe £100 will compensate for the over priced holiday.
Please do not book with Thompson- they are the most awful travel company I have ever had the misfortune of travelling with. Here is a list of things wrong with the holiday. I will firstly tell you that after sending this list complaints I was contacted by the agency after 30 days after writing to them to be informed "there was nothing they could do". Please take the time to read this before booking a holiday with Thompson. We were robbed within the hotel and Thompson did nothing,
Transfers: As promised when sold the holiday, we were advised we would be the first drop-off from the airport however we were the third drop-off from the airport, subsequently missing dinner.
Fabrication of Star Rating: We were repeatedly told when sold the holiday, our hotel was 5 star Platinum (having to score 95 %). Upon arrival at the hotel we were flabbergasted to see that the hotel was in fact 4 star.
Fabrication of food quality: Being a vegetarian my food choices are limited, we were then presented with some of the worst food I have ever seen. Promised by Thompson that the cuisine was 5 Star platinum, I expected much more than cold chips and hard pizza. You also state on your website the hotel has ‘Show cooking every evening’, the only show chefs encountered were those, dishing out what can only be described as “slop”. The whole concept reminded me of dinner ladies. The food was not labelled on many occasions and I ate fish-balls that looked similar to potatoes, being a vegetarian I was particularly disgusted by this.
Hotel Room: We firstly requested a double bed in our room; we had two single beds pushed together. We advised this to the Thompson hotel representative, she offered us a different room on a higher floor however I specifically asked for a ground floor due to a fear of heights. Our room was also situated close to the hotel lounge; the noise from evening entertainers was very disruptive. On three different occasions, we would come back to our room to find the back patio door unlocked after the maids had cleaned it- this was reported to staff but no action taken. Your Thompson representative at Leighton Buzzard also promised a swim-up bar at the pool, this did not exist. One more lie told to us.
Pressure sales throughout: Being completely miss-sold the holiday was the first incidence of pressure selling. The second was the bombardment of email and texts received from your company trying to sell extra amenities at high prices. The third was a telephone call from Thompsons asking to me to advise the number of euros I needed so they could be ordered in, this was before I even expressed wishes to buy to Euros from Thompsons. The fifth was the selling of the insurance, I advised I had holiday cover with my bank and was advised by your representative that the cover provided by banks was no good. I feel I was completely bullied into buying this insurance, as it proved completely useless. The sixth was the amount of sales on the plane, there was no time for a relaxing plane journey when you have the air hostesses announcing the sales of the cigarettes and scratch cards. The seventh was the welcome meeting; we were bombarded with your representatives trying to sell yet more expensive excursions and trips. Being a young female I felt greatly violated with the amount of pressure-sales presented to myself.
Theft within the hotel: On our first day at the hotel, 120 Euros was taken from our hotel room. The money had been hidden within a drawer under many other items. We discovered the theft had taken place at around 21:00 on Tuesday 25th June; we immediately phoned the 24 hour Thompson help-line. We were advised to report to the hotel and to the police, where we would probably incur an 80 Euro price of an English translator. At this point I was completely distraught, our room had not been broken in-to, it was one of the staff that had taken our money and completely violated any trust. My partner reported the theft to a member of the hotel staff (the manager of the hotel was not to be found), we were then asked “are you sure the money was taken?” on four different occasions by the member of the hotel staff, we were made to feel like liars. We were informed that a police translator would not be at the police station until 9:00 the next morning. No Thompson representatives were at the hotel at this time and the hotel staff had implied we were lying about the theft; we were completely abandoned at this point. We were then advised that the hotel would accept no responsibility for items outside the safety deposit box, this was never ever explained to us upon arrival at the hotel otherwise we would have purchased a safety deposit box immediately. The next morning we were not contacted by the Thompson representative (as promised); we instead had to queue outside the Thompson office and wait to be seen- still notably distressed by the theft. Your representative then saw us and was completely un-supportive and patronising explaining that is only our word and there was no proof. Having no proof and no responsibility accepted by the hotel for items outside the safe, we were once again completely abandoned. I feel the hotels stance is completely liable as we could not fit all our possessions into a small safe, what if our clothes or shoes were stolen? Your representative informed us, she would ask the hotel to launch an internal investigation and let us know the progress. We never ever again contacted by your representatives, we also never contacted by any member of the hotel regarding the theft. This is completely unacceptable and the level of care provided by your representatives was gross negligence. We then had to pay for a safety deposit box, incurring another cost of an already over-priced holiday. We never reported the robbery to the police as we could not afford to part with any money after the theft, we would have also had to pay for a taxi to the police station to collect any theft report. I feel the whole situation is completely disgusting; your staff offered us no comfort when under your care and the hotel which you endorse did not open any investigation in to a theft. I feel we were not taken seriously because of our age. The day of the robbery the maid also saw me enter singularly and could also see we did not have the safety deposit box at this point and according to the hotel anything not placed in the box can be freely be stolen and they would be not be liable. For the reminder of the holiday, I felt completely violated by the hotel and never felt our possessions were 100% safe within the hotel and abandoned by your staff. We were under your care yet never felt safe.
In March 2013 my wife and I were in Tenerife for a few weeks, midway through, around the end of April, my wife received a telephone call to tell her that her brother, suffering from cancer, was in a very poorly condition and it would be wise to return home. We went along to Tenerife South airport to enquire if there was a last minute flight that could return her to England, with me following an a day or so later. We spoke to the senior ground staff member and asked if he could see if there was a spare seat available that day, he was completely offhand and totally lacking in any empathy or sympathetic to her predicament, telling her to “get into the queue”, which was non-existent at the time. While we were talking to him my wife received a phone call to tell her that her brother had passed away, totally oblivious to this further news the senior staff member was more concerned with his own busy schedule and appeared to want us to sympathise with him.
After waiting for around an hour we approached him again only to be told to “get back in the queue my friend” (his favourite saying), whenever I looked at him he appeared to be having a very good time telling jokes and laughing with the other members of his team. Eventually, he did take us over to the service desk and look on his computer for a spare seat, which he told us would be €300.0 but first he would have to go back over to the check in desk, which he did. After about 10 more minutes of waiting I went back over and spoke to him and received his favourite saying all over again. After a short wait we went back to the service desk and paid for the seat, however, now he said that we would have to hurry as the gate was about to close, my wife flew home.
I wrote to Thomson and complained at the beginning of May and we had to write a further two or three times before we received an email from Thomson’s Customer service agent, which had been extremely poorly written, contained inaccuracies and the 5th and 6th paragraphs had been repeated and stated at one point(“Please accept my condolences for the recent lost in your family and I appreciate how frustrating this must have been at the airport when having to wait around”)???
Absolutely disgraceful treatment by ground staff compounded by extremely poor customer service who obviously had never taken the trouble to read and understand what my wife had been submitted to and a letter that looked like it had been adapted (poorly) from other letters with a complete lack of proof reading before sending.
Our case cannot be viewed as a once in a lifetime occurrence that caught them unprepared similar events involving other passengers must occur throughout the year. I would never recommend Thomson as an airline to travel with in the future.
If you're booking a last minute with Thomson BE AWARE they have no cancellation policy you just lose your money - they call it cancellation what Thomson actually do is just get you to pay in full then sell the holiday again to someone else. Very misleading.
This is just a very quick review because quite frankly I'm sick to death of writing all this lot down , but here goes... Booked a weeks holiday to Tunisia on 31/4/2013 to travel on 19/5/2013 . Paid for it in full at time of booking , couldnt wait to get there as my daughter was working in Skanes for Thomas Cook as a childrens rep . Received a phone call late Friday afternoon ( 17/5/2013 ) to inform us that the hotel we had booked was under refurbishment and they gave us a different hotel . We had booked for the Thalassa in Sousse but ended up at the Tour Khalef in Sousse . We had no time to be able to sort anything else out and went along with the rep that phoned us . We wernt happy but what else could we do at such short notice . So we arrived , at 3am.. got to room , patio doors wide open and on ground floor - the doors were broken . Sent Son ( 17) to get someone . AT 5.55 am the maintenance man after an hour of opening and closing these damn doors finally finished . ( this room shouldn't have even been given to anyone until in a fit state ) , but , ah well a blip ??.... Told by rep that this hotel was same as the one we booked.... no it wasn't ,- there was no gym ( son well not happy ) , no computer access ( son not happy , or me ) , entertainment at night... well there was on one night , but that was it when we eventually found where they were . Everyone stayed in the reception area chatting and playing cards at night..HOW EXCITING IS THAT??.. Beer served in small wine glasses or even champagne flutes...We went all inclusive and were told we could use the neighbouring hotels facilities.. i.e... the other pools etc....erm not quite - they wouldnt serve us with drinks and told us to go back to our hotel if we wanted a drink !! - free tennis... erm.. not quite.. you have to pay for the equiptment .
All in all , the hotel we were sent should have been advertised for the over 60's , Not what we had paid for at all...
My main ' beef ' with all this is - we were sold a product that did not exist and we should have been informed of its state at the time of booking.. ppi springs to mind here !!!!!
A few weeks ago I was chatting to a collegue in a different dept. hey guess what.. the exact same thing happened to him - IN OCTOBER 2012...... This refurbishment had been going on for quite some time - ISN'T IT ILLEGAL TO SELL A PRODUCT THAT ISN'T AVAILABLE ?? I've told Thomsons I want my money back but I've not heard a dicky bird from them as yet,, 28 days to write your complaint , they have 28 days to reply ( i wrote mine the day we got home ) . Did it on the on-line complaints form , you dont get a receipt for your complaint so I put it in writing too , still not heard anything..( not even an acknowledgment ). They got 1 more week then I seeking legal advise !!!
Could not believe that when we arrived in Lanzarote with our 3 year old daughter and parents 2 suitcases were missing for 5 fricking days!!!!!!. My mums and girlfriends had not arrived....probably the worst that could happen if it was mine or my dads then it wouldnt of been a problem we could of made done with 1 pair of shorts or summat you know what us blokes are like!!
When we spoke to the guy at the airport who was not that much help as he didnt speak English very well and looked to busy he was very rude in his mannerism. we were in the airport for 2 hours trying to locate our suitcases and getting dealt with. When we left the airport we found that our connecting coach had already departed so we had to spend 70 euro on a taxi to get to the hotel.
Reported it to our rep an we were told both bags were located and on next flight We went to bed very stressed but relieved that they were coming the on next flight.
Only my mothers arrived late the next evening and it took 5 days for my partners to arrive. We spent 470 euro on clothes only to be told the maximum the airline will pay for the clothes is £75 or through our insurance £150.
At no time did they offer to help towards costs of essentials as they call them and never told us how much we could spend on clothes. There are not many shops there that suit your individual style and it is not cheap.
It ruined our holiday as im sure most woman reading this would agree that if your suitcase never arrived it would be a nightmare!!!!!
I am awaiting some more information about what to do as even there complaints team takes up to 28 days to deal with something then if you reply it takes them upto another 28 days to reply each time.....probably best thing to do is take it a small claims court because i am not happy with what they are offering( just hope its a woman judge)
We had paid a £600 deposit for a holiday to Thomson's Sensatori Crete to celebrate significant birthdays but, after reading a large number of negative reviews, felt that it would not be the best place for us and found a better alternative. When we tried to change the booking at the Holiday Hypermarket we were told that we had to pay £100 for admin fees which we accepted but, when we were told that they would not then honour the Internet pricing, we felt that they were unreasonable and totally inflexible! We obviously argued the case that the holiday advertised did not, in fact, meet our needs and close friends who had been to the Crete Sensatori had not had a good experience and had advised us to rethink. It all fell on deaf ears! We ended up having to cancel the original holiday losing £450 in the process because it was the cheaper option!!!!! We have always booked through Thomson - never again!!!
The Thomson customer service is so bad. If you manage to get through their English is terrible and they will not do nothing to help you (unless money is involved). Sadly the directors have ruined what was a great company. I'll stick with Thomas Cook in future.
Sally Smith found this review useful
My wife uses a wheelchair so I requested a bulkhead seat for her on our return flight(we had extra legroom seats that were Very cold on the outbound flight) we were eventually confirmed in bulkhead seats by email, however when we checked in we were moved to the row behind with no extra legroom!! During the flight we found out that we had been "BUMPED" by a Thomson stewardess and her boyfriend on what was probably a freebe. My wife spent over 4 hours in agony so that these two inconsiderate individuals could put their feet up on the bulkhead in luxury.
When we complained Thomsons didn't care!!!!
Sally Smith found this review useful
we went with thomsons on a late booking booked on line . (yes you need a printer ) to print you document and tickets not a problem .i have mobility problems and use a wheel chair and had booked assistence with their customer care ,and from checking in to arriving at destination ,and return journey they were brilliant .we had all ready booked for this years holiday with them and other than changeing airports which we are gutted about ,they gave us some good flight time changes .ho and my wheel chair bag was left on the coach with my medication in it our fault but they was brilliant getting it back to us ,so looking forward to are next holiday in a few months time
bring on the sun lol
We as a family have book a holiday for may 2013, thomson customers services are the worst I have ever dealt with. I phoned to removed some extras that thomson had added to my holiday WITHOUT my acceptance, and to delete a passenger due to illness as is unable to travel, after 35 mins on phone they removed the extras and told me they are unable to delete passenger at same time and can I ring back tomorrow ( large company unable to do 2 things at once they are kidding me). I then telephone them the next day 28 mins to delete passenger they have charge me full deposit for this, and then confirmation email arrived with them added extras AGAIN totally £98 , please beware every tim e you ring them something gets added on to your invoice please check and double check, so I ring them back, they are now. Unable to delete extras as they can't do 2 things on 1 holiday in the same day JOKE. Thomson are also unable to ring you back so it cost the customers money every time, you ring to recifly something they have done. I have always travel Thomas cook and I so wish I had stayed with them,I will never ever use these again. All this bad customers services and we haven't even left the country yet, please wish us luck for our holiday
Last October my wife made me the proudest man by agreeing to marry me and in doing so our Honeymoon was set, we booked with Thomson the Sensatori resort in Mexico as my wife had fallen in love with this place.
We were about to have devastating news, my wife lost her mum to cancer - a battle she had fought bravely for over a year. The end came quite sudden, bastard cancer eh! We were due to fly out on our Honeymoon but of course this event eclipsed everything as you can imagine.
Going through events with Thompson and our insurer AXA, since October has been nothing but a complete nightmare. Zero compassion. Thomson would not move our holiday but rather agreed to pay us a credit (we lost a third of the cost) towards a new Honeymoon. AXA insurance, well that's a completely new story and we all know about these slimey creatures. Thomson have taken over 4 months to action any sort of credit and indeed show any interest in our affairs, you would think someone would want to help after all that we have been through?? Nope, not even today as i write this do they want a bar of it. Preferring to hang up on me multiple times (trust me I'm not an angry person), but it is truly unbelievable that they can operate like this.
Needless to say, upon reading my story please do and try to use another operator. There are plenty out there and good ones I'm sure but Thomson should not be trusted.
A truly awful story I hope happens to no-one else.
Sally Smith found this review useful
Recently booked a holiday to Cape Verde with Thomson. The hotel was selected after the brochure specified a room with two double beds, important because our 17 year old son was travelling with us. After paying our money in full we soon learnt that the room configuration was incorrect. We contacted Thomson explaining that a sofa bed was not acceptable and we wanted a full refund. They responded by telling us that the room change was extremely minor and the only resolution available was a hotel change or change in holiday destination. We have never taken our holidays with a tour operator in the past and after this experience we won't be doing it in the future.
My wife and I go on Thomson cruises every year, and have done for several years now, and I can honestly say we have never had a problem with any of them.
It's all too easy to review a company when things go wrong, but fewer people review when things go right.
Keith Littler found this review useful
Im having an extremely hard time with Thomsons Airline (TUI). On our recent flight back from Florida myself and my partner were asked to downgrade to economy to accomodate a family of three (including one child) to enable them to sit together. There were enough seats in the cabin for everyone but due to poor planning from Thomsons the family was unable to sit together. We originally said no to the downgrade but the cabin crew were persistent and asked us to look at the seats in economy. We were told that we would get a "full refund" and we agreed on this basis.
On return home, we have been refunded only a fraction of the cost of a one way premium upgrade each. We paid £398 additional for the two of us to travel in Premium Economy (round trip). They have deducted £65.00 of that in tax. We have received £134.00 in total from Thomsons for downgrading at their request on the return leg of the journey. At no time was we ever told on the flight that tax would be deducted and, indeed, if we had known we would never have agreed to downgrade.
The words the cabin crew said to us were "full refund".
After two complaint letters to Thomsons they have failed to answer any of many questions raised by us in correspondence. They have said that they are not going to refund any more and that is the end of the matter.
Furthermore, they have provided no explanation as to why the EC regulations do not apply in this case (I queried whether it was an involuntary class change as I found the regulations online). They have provided no explanation as to what a "full refund" is. Thomsons have not offered any explanation as to why the situation arose or why it was not resolved before boarding. They have not told us why we were asked to downgrade and not anyone else.
Myself and my partner downgraded as a matter of goodwill and now we have been totally disregarded by Thomson.
Now, I am a member of a very large and well known disney forum. I posted my plight on the forum and I have obtained a massive amount of support from the community. My post has been viewed by over 8,000 members of the forum and has over 200 responses from members. As another resort I posted my disgust at the total lack of customer care from Thomsons on the Thomson Holidays facebook page. I have had a staggering response of over 135 comments all expressing their agreement with me and the fact that we should at least get what was promised on that flight that day. Thomsons replies to my complaint on the facebook page have caused outrage.
Despite all of this Thomsons are still washing their hands of the situation.
I would just like to get what we were promised.
I am just posting this to draw attention to the awful treatment that we have received from Thomsons. They are happy to take your money but are unwilling to give it back when they are in the wrong!
We always check out the online prices and then go to our local Thomsons to book as we prefer the personal service. Never any quibbles about mathcing the online price and we have more change to add notes and other options - such as a quite room etc.
Was very impressed when I booked my first holiday with Thomson as I could manage my booking on-line and pay off my holiday month by month. When I used Thomson the following year for a cruise, they said that I couldn't use this facility in the same way for a cruise holiday. Think they need to have a word with their IT department. We've found out since that we could have saved £800 off our holiday if we'd have booked it with them just a couple of months before sailing rather than 12 months before. So in future, we'll just put the money in our savings account and look for short notice holidays
love their Tui aircraft. staff are friendly and there is plenty of leg room for me ( 6' 2"). They are value for money, infact 90% of the time when you fully cost them out they have always been cheaper than the crooks at Ryanair.
Just hope they keep the extra leg room their tui / tomfly aircraft have and they upgrade their firstchoice lines to the same standard.
Good package holidays, more destinations would be nice though.
I have book 2 holidays over the past 2 years with Thomson I use my local branch in Reading, Berkshire They are really really help-ful and full of knowlege its always a pleasent expierence and when your at the airport, in the air and in the country you have flown too they cannot be faulted. they will always do there best for prices also but remember you get what you pay for.
(Janet and Pam Thank you)
What a fanastic bunch of people so helpful and freindly couldn't do enought for you, We went in not to sure where we wanted to go and told them what we wanted and how much we had for a budget and they got us a fantastic deal and a great holiday
I KNOW YOU ARE IN THE PEOPLE BUSINESS BUT TO ALLOW PEOPLE TO SWIM IN A POOL THAT SOME CHILD HAS POOED
IN IS DISGUSTING AND THEN WHEN WE GET ILL YOU DONT EVEN HELP IN THE COST OF GETTING US HOME
WE WILL NEVER BOOK WITH YOU EVER!!!
Dirty planes, food during flights are now extra -not that they were good before either...
In general, flights and trips are not worth the money, especially the 5* hotels that don't live up to expectation.
Travelling with passengers from NCL was a horrible experience.
We'll avoid it in the future.
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