Thomson reviews

Thomson reviews

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Never Again

Customer service is the worse ive ever come across...the phone line service cost £££ and you have to ring 5 times to deal with your problem. i got a quote and paid for holiday before the due date, 3 weeks before holiday i get a phone call saying i ow them £133 because they quoted me wrong price and them said if i do not pay they will cancel the holiday and lose our money (£4600).
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First and Last Trip with Thomson

Flew with Thomson to Mombasa for the first time on Dreamliner. The aisles are too narrow so constant buffeting by stewards, had to pay for coffee and when queried the steward was rude and suggested we fly with another airline next time, the stewards were chatting all night in the galley so no sleep, our cases together with those of 50 other passengers left on plane which had parked elsewhere at Gatwick. No one from Thomson available for comment at the time so had to hang around for an hour and a half awaiting outcome. Stressful experience all round and no help from customer services so we will not use this company again.
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Pease read before booking

We booked a Holiday , unfortunately my wife as lost her job, so I contacted your branch on the understanding that I could change my holiday to early next year. I was rudely told by one of the assistances that I’m unable to and they want £800 deposit of £259, already paid before i can rebook for next year. All I was asking was to rebook at a later date to give me time to save. the staff where not helpful at all and the customer service is very poor. I dont ever write reviews but please be careful this company only know 1 thing and thats money.
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'all inclusive' with lots of optional extras

Flight - shabby aircraft, dirty seats..I have seen better public transport..pay to sit together!
Taxi transfers - given a voucher and told to join taxi rank while coach left.
Hotel - usual Thomson Bollox...all inclusive but bare minimum...extra for safe, WiFi, decent alcohol, gym,(which should be included) etc.
Cockroaches for free.
Reps..useless
Not impressed at all with this company...the hotels are nowhere near the quality they propose.
Highwaymen of package holidays!
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Never again

The holiday was in El Dorado Seaside Suites - Mexico.

We went for the top room- premium swim ups to celebrate our 35th wedding anniversary. The cost of the holiday was in excess of £5000.

Prior to going I emailed about the 'anniversary package' and our room type was mentioned and confirmed and we were told we would be treated like royalty.


I contacted Thomson Holidays by e-mail prior to the flight but got no reply and still had the very often featured problem of vegetarian meals on the flight, the staff were rude and unhelpful on both flights and I have a picture of my meal served after the service had been and gone with all rubbish removed, which was returned. I had been asked after the flight out to write my details on a sick bag and hand it to the cabin crew. I did this and he physically pulled my shoulder to pull me back to tell me this would be a REQUEST and not a promise.
On arrival, unknown to us we were booked into the wrong room (cheaper suites) for two nights Mon 17 Tues 18 March. The Thompson rep alerted us by putting a card under the door as she said she couldn't find us for two days. So we had to pack up and move. The rep offered us a beach candlelit dinner and free internet as an apology. We advised we would already have this dinner as part of our anniversary package so she offered an upgrade to a lobster dinner which we declined as I am vegetarian and my husband doesn't eat seafood. She said well maybe we could get a bottle of Moët champagne which we said would be nicer. She said to see the Concierge. She asked me to sign an I-pad report with the details so she could tell her managers about the mistake I advised I had no reading glasses but she said it was the only way she could sort out our move to the right room. She said it was just a finger signing on the pad.

On Weds 19th after breakfast we saw our new concierge who said she knew nothing about a bottle of Moët but would check. She booked our candlelight dinner and massage which was part of the anniversary package. On return to our room a large party of Canadian's who we were later advised were all friends around our room, held a party in the pool and in the presidential suite facing our room. Glasses were smashed security was called so we left our room. There was nowhere to sit on the beach (apparently a common thing) so we played chess had a couple of drinks after reporting this to our concierge who advised they had had three complaints so far and they were planning to call the police. They said cleaners were in the presidential suite cleaning up glass and the guests had been warned. On arrival back to the room at 7pm ish a man was jumping in the pool naked after removing his pants and they were playing loud music. My husband was extremely angry and wanted to speak with this guest. I rang reception and my call was transferred all over. I was very tearful (not me at all) and decided to report it the following day. We went out for our evening meal to the Italian.

Thurs 20th when we woke up we decided we would try and put all this behind us as the guests in the presidential suite were calmer and one set of friends next door were leaving. We saw the concierge on another matter and they brought a supervisor who insisted we sat and spoke to him about the problems. I ended up crying and he congratulated my husband for not intervening and suggested we put all the problems behind us. I advised that we had and he was the one bringing this up and causing further upset. That evening my husband became quite unwell with stomach cramps and the runs. We had to return to the room early.

Friday 21st my husband stayed in bed all day and new neighbours moved in and quickly became friends with the others around us. Their behaviour and attitude towards us as a group made us feel extremely awkward. It was clear that they thought we were the source of the complaint by the comments they made. An example was our new direct neighbours put loud music on and they all swam off to the swim up bar leaving us to listen. My husband was ill and spent the day in and out of bed. No-one intervened, we did not see a rep, no-one checked to see if we were ok.
I received an email thanking me for completing a form (not completed by me but by the rep) it stated that we had been in the wrong room for one night when it was actually two. It also said we had a complimentary candlelit dinner upgrade given and we were happy with this which was untrue. There was no mention of the champagne. There was a monetary value put on the resolution. All of the form was written in the words of the Thomson rep not ours. It was sent from a no reply customer services e-mail address. However I did reply and it did send.
We had a meal booked that evening at the 'gastro pub' which had to be a specially pre booked meal so I went in to cancel my husband couldn't go in even, as he couldn't cope with the smell of food. I was really worried about him so we went to reception to report his illness and ask for advice. Staff brought the paramedic who said he had food poisoning and offered to get a doctor or medication. We got medication which cost approx £25 and was delivered to the room. I ordered room service as we could not go out to eat.

Sat 22nd my husband had like the previous night been up on the toilet most of the night. He came to breakfast with me but felt extremely unwell. We chatted with a couple at next to us who had been to Mexico several times. They were shocked at how unhappy we were, the fact that Thompson had not checked on our welfare given the problems. I said I would go home if I could as we felt miserable and trapped. They urged us to speak with the rep and tell them how bad we felt. We went to see the rep and spoke with Miguel who is Mexican. Samantha who we had seen earlier in the week was off. We told Miguel about our problems and said we wanted to go home and he said he could arrange this for £600 each. I once again became upset advising these problems were not of our making and could he not do anything else. We didn't say but had thought we would accept a downgrade to get away from the awful situation we were in. He advised he could speak to his manager and maybe get a flight home for £200 each. We said we were thinking maybe a move. He advised us to come back in two hours. My husband was still very ill and I asked him whether this should not have been recorded. Incidentally the paramedic had checked on my husband by phone that morning. He said he would speak about that later. His customer care skills were appalling.
On our return after a couple of hours he advised there was only one place available in Mexico at a smaller resort owned by the same company. He said the room was not available but they had another room they could put us in for a night until it was ready. We had the choice of going to that room then or waiting until the next day. We said we would go now. We had already paid for private taxi transfers and the new hotel was on the same route but he said we had to pay for our own taxi. He took out the iPad and began to complete a form just like the previous rep had. I pointed out that she had done this form wrongly (stating on night instead of two) and insisted he included this in his account. He filled in the form statin we felt trapped by the situation and that we would be moving as we would 'fancy' a move. I pointed out that it wasn't a 'fancy' but that were very very unhappy. He said he was Mexican and I needed to appreciate his English wasn't good and it wasn't easy for him. I explained to him that this was not an accurate reflection and sounded flippant. He changed the wording but at no point were we offered the facility of completing our own form, which given the last wrongly completed form I appreciated the importance of. I also insisted he complete a form about my husbands illness which he did recording that it was food poisoning and confirming we had not eaten out of the resort. I think we should have been allowed to complete our own forms given that as I now realise these are our complaints.
We thanked him in spite of the fact that he advised us that in his many years working there only two lots of guest had left and we were the second. Personally I found this comment rude and unhelpful but we were so glad to be going. We did not receive copies of the forms he completed via e-mail as we did previously when the other rep filled one in. When pointing out the mistake on the previous form and the need to rectify and record this I asked him about the compensation costs at the top of the form and he said this was between the hotel and Thompson.

We moved to a smaller hotel that afternoon spent one night in one room. On Sunday 22nd we were moved to the room we spent the second week of our holiday in. We had to go through the process of proving it was our anniversary etc again and familiarising ourselves with what was a different package. Incidentally in this hotel internet was free under the anniversary package.
The new hotel was not perfect and things happened which other customers may have complained about, nevertheless the staff were lovely, and we were glad to be away from what can only be described as hell. Apparently there was a Thompson rep at the new hotel who did not make herself known or check on us to help us familiarise ourselves with the new area/package. My husband continued to take the medication given to him (anti-diarrhoea tablets and anti biotics). He did not consider himself well until 31st March which was the day before we came home. We have kept copies of all the details.

Fortunately our anniversary was the 29th so wasn't completely ruined. However half of our holiday was and due to illness and the need to try and enjoy the second week we did not go on any trips and saw nothing of Mexico. We were in four different rooms and had to pack four times. We do not feel refreshed as you should after a holiday. We both still feel quite surprised about the lack of follow up from Thomson Holidays and their lack of customer care.

I can't believe this report has become so long but this is a reflection perhaps of the build up as it has taken me a week to even start to think about how and where we complain to.

We cannot believe how badly we were treated in terms of customer service and we have used this company to go to the Maldives several times. We have never had cause to complain and do not consider ourselves complainers. We therefore remain absolutely furious especially when we read unresolved issues from what has over the last few years become a deteriorated holiday company in terms of customer care and quality.
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honeymoon ruiened

My husband to be and I booked our honeymoon months ago with thomsons we also booked our seat on the first day we could however we have looked and they have changed our seat we are not even sat together on way home 12 hour flight. They have admitted due to a system update they lost our seat information. However they have made no effort to give us our seats back even though I suffer mild panic attacks due to stress and anxiety and need him with me. I do not know what to do they have ruined my entire wedding and honeymoon. I have also had 2 panic attacks now due to this. The customer service was absolutely disgusting. We are still considering cancellation however this will mean no honeymoon at all. What do we do. Also as some of our data was lost is this is also a beach I Data protection?
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RIDICULOUS!

Thomson changed our inbound flight by almost 12 hours, taking away a whole day of our holiday. We phoned to complain and were offered nothing at all to compensate. The customer service was appauling and the whole experience with the company ruined our holiday. We were disgusted and couldn't believe that there was nothing at all they could do for us. We paid for the extra day that they have now taken away from us and been given nothing to compensate this. We will never be using Thomson again!
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Unacceptable

Paid extra for luggage ontop of our airfare and it arrived over halfway through the holiday (had all my childs belongings and sentimental items/gifts for my birthday in there too) and to top it off lock was broken and items GONE!! POOR customer service, slow to respond and rude staff at airport. No compensation or acknowledgement of the missing items and fact that we paid Thomson to carry our baggage. Really unacceptable and shoddy customer service. Waste of time - fly at your own risk! Will not be using or recommending to friends/family who will definitely hear about this experience - some things are irreplaceable! Really disappointed
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BE WARNED do not use this company, there customer service is unacceptable.

I have been on approx. 15 thomson holidays over the past 20 years most of them were quite good with only the odd minor hiccup. You say you need to listen to your customers. Filling a questonaire out on a return flight is a good idea but what’s with all the information you req. On home insurance etc.? Is it because you can sell my details to carefully selected companies ? I know you want to know how my holiday went but it’s a bit below the the belt trying to entice me to give all my personal details away for the chance of winning a prize. Top companies don’t cut corners and sell you what it says on the tin.
I found quite a few differences when i went away on this occasion.
1. Having to pay £38 just to guarantee to sit together on the flight
2. Giving a measly 15 KG baggage allowance ( you do know that this is near impossible to achieve, so its another extra payment )
3. All inflight entertainment gone. ( so we basically have to sit there for 5 hours looking at a screen telling how far we have travelled ) ( oh you might say bring your ipad or laptop to entertain, there are not any charging facilities available on the aircraft ( unlike other companies which offer back seat monitor and charge facility on short haul flights ) ).
4. Selling scratch cards on board the aircraft ( very tacky ) ( i don’t think many were sold )
5. Cabin crew giving out sarcastic comments to the person sitting next to me ( i am a business owner and would not dream of being sarcastic to one of my customers. ( person i was sitting next to looked so disgusted )
6. We went to the welcome meeting at our hotel, which was good because we received one to one meeting. We bought tickets for 4x4 jeep excursion and added cablecar tickets to go up Mount teide. The person in charge of the told us we would not be able to use our cable car tickets on this excursion, Fast forward, went back and told our Rep. At the hotel, the rep. apologised and and gave us our cablecar ticket money back. Admitted after a 24 hour investigation, that she had caused the error. ( proof in the E mail that the rep. sent us ) Cant understand why it would take 24 hours for Thomson to to say ‘’ Oh here is a £50 holiday voucher that you can only cash in if you book another holiday with us ( so we would need to spend another £1300 ) So it sound like if you get a complaint from a customer , you give the customer a £50 voucher so they will book another holiday with Thomson. I run a business my self, so would it be a good idea to sell one of my products for £1000 and then the customer complained about my product and i give him a £50 voucher to spend another £1000 with my company, i think i would be very rich quite soon.
7. the rep. said she would meet us to discuss this at 5:45pm on the Wednesday to give us this news, she turned up at 6pm, saying she was so busy and so she had kept us waiting. the rep. was very apologetic about our situation and told us she had been in touch with Thomson in the Uk But in this day of Emails and internet you still managed to take 24 hrs to investigate our problem, There were no other excursions going to mount teide within our holiday timespan so we were unable to go on teide cablecar . My wife had never been to Tenerife before and was so looking forward to the cablecar trip, we had booked other trips out for the rest of the days so we were unable to go on another day, a big let down, does a £50 thomson holiday voucher cover it ?
8. Flight times good and on time .
9. On the the return pick up on the coach from the hotel we were 2nd or 3rd pick up, guess what ? no rep on coach, all we had was a Spanish bus driver trying to tell us to get on board and put your luggage in there, so we got and settled down on the front 2 seats behind the driver, we were both had a little sleep for 20 mins only to be woken up by a Thomson rep boarding the coach at next to the last Hotel before reaching the Airport saying you cant’t sit there, you should have been told you cannot sit there, they are reserved seats for disabled people so please go and find another seat. The rep came on board the coach at that point ( taking into consideration we had already been travelling for 30 minutes ) and started telling us all about the coach regs. And telling us all to put seat belts on because of the Spanish police rules. And to put arm rests up. Do you not think this important safety tips should have been told to us when we boarded the coach and not 30 min into our journey, I think the rep should get on board at the first hotel pick up .
10. You can give all the excuses you like but Thomson are not the good company that they used to be. You would think they would not cut corners hoping that the customer would not notice, especially with websites like trip advisor.
11. The hotel was perfect, so 10 points for keeping this on your list, and bit dated they made up for that with the good service they us. Ie When we ordered room service one evening and it did not turn up so we went tell them at reception the night after and guess what? Yes free tea and biscuits for the next 3 nights, now that is good service.
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Seating refund no problem.(THANKYOU)

Was charged for seating in error,But thanks to Tahia Joffar and Katy Shipley at the online pre travel commiuncations dept everything was sorted within two days. many thanks now looking forward to the holiday in Mexico.
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Customer Service Profit Centre

On Feb 15th I checked in at Manchester to be told that I had not been allocated my prebooked legroom seats and my wife and I were seated on separate rows. Despite the fact that they were still selling upgrade seats at the airport ( or perhaps because of it ) I was told that they could not change the seating plan but if I rang Thomson a Customer Services, they might be able to. After a 17 minute wait I eventually spoke to an "advisor" who made no attempt to resolve the issue. I arrived home to find that I had been charged £41 for this futile call. Three e mails were responded to with bland, vague computerised letters, none of which even made reference to either the seats or phone call. The last letter advised me that no further correspondence from me would be replied to.
Well Thomson, I have news for you. There will be no further correspondence from me. There will be no further bookings from me and there will be no further texts, emails or unsolicited flyers to me. To be charged for seats that were not allocated is sharp practice. To be charged £41 to report this service failure is an absolute disgrace. Interestingly I understand that the government is introducing legislation in June to outlaw this practice. To be treated with such disdain in subsequent correspondence is utterly shameful but I accept that I will not receive redress.
I shall, however, receive the satisfaction of disrupting Thomson Welcome meetings wherever I go. I shall derive huge satisfaction from removing the inserts from their resort files and when notices mysteriously disappear from hotel notice boards, you might conclude that another holiday company have taken me there. I am, of course, very childish, very vindictive, very stubborn and hugely devious. Mostly, I am very angry to have been treated so shabbily.
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not recommended even for the enemy !!!!

I have booked the sit to sit together with my 2 years old daughter and my husband. All sits were booked but I spoke to one of the advisor and they promised me to organise everything. In the end my 2 years old daughter was sitting by herself with strangers.
I am pregnant, my daughter all 7 hours was sleeping on my belly because she was afraid to sleep next to the strangers. The staff on plain was not helpful at all. I ll never fly and recommend this company. When I complained they said "I feel we have done all that is possible to ensure a fair and reasonable closure to this matter."
Disgusting!!!!!!
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Absolutely disgusting, poor service

Basically ruined my entire wedding due to poor customer service from Thomson staff. Went through months of complaints procedures, which clearly where not listened to. Thomson refuse to accept responsibility for an error made on their part resulting in a cancelled wedding and a loss of deposit. Absolutely disgusting company, would never dream of booking with them again and would advise no one else to book unless you want poor customer service
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Escalation Team is well named for Thomsons

In 2012, my Wife and I booked a Platinum Holiday with Thomsons to Rhodes. Part of the deal was that a taxi collected us from the Airport and also from our Hotel. No problems with the Airport pickup, probably because there were plenty of reps going about. The Hotel was a different matter. No taxi turned up and also just like during the week, no rep was on hand. We ended up phoning by mobile to the Thomson UK help desk which was a waste of time. In the end, we organised a taxi ourselves and made the flight with about 30 minutes to spare.
We then had the opportunity to deal with the Customer Service Department, which for some reason are called the Escalation Team. This is a great name as Thomsons have certainly gone down in my expectations.
After various e mails, I received a phone call to say that they would send a holiday voucher for £25 for my trouble. I told them that £25 was a disgrace and left it at that.
We were looking at a Thomson brochure about a month ago and quite fancied a holiday. It suddenly dawned on me that we never ever did receive that £25 voucher. I fired of an e mail with all the dates and received the usual, we are looking into your complaint etc etc. Received an e mail today from the Escalation Team saying that
"According to our systems I can see that a letter and holiday voucher was sent on the 26th October 2012. Due to the time frame we are unable to stop the voucher and re issue a new one. I apologise for any inconvenience.
It is with regret that we have been unable to resolve this matter to your satisfaction and we must now leave you to pursue the matter as you would deem appropriate.
Any further correspondence received will not be responded to".
They couldn't even be bothered to issue another voucher.
Anyway, that's us finished with Thomsons, and we have decided that we will not book another holiday with them, which includes the one this year.
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CERTAINLY MOST TERRIBLE AIRLINE EVER :-( :-(

My wife, two small kids and I have just been to Barbados and unfortunately we picked the most TERRIBLE airline ever. I have never experienced such bad service from anyone before. Condition of the plane was extremely bad, service onboard even worse. Upon arrival we lost one of our suitcases and we were told to contact Thomson by either email or fax. In an urgent matter like this you need someone to call, however it would cost you several punds per minute to call Thomson for help. Unbelieveable customer service....onboard the plane you must pay for EVERYTHING, and there wasn't even something for the kids nor normal food for kids, even though we had paid for it. Is that what you should expect when you travel long distance and even pay a huge amount of money? We booked our tickets through STARTOUR in Denmark, a well-known travel company, and of the the big ones. STARTOUR, do you really want to put your name to such a poor and TERRIBLE airline and is this how you want to sell yourselves going forward? I will definetely share this experience on various social media in order to avoid people to support THOMSON....shame on you, and STARTOUR as well...!!!!!!!
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Absolutely terrible 'customer service'!

I have booked a fairly expensive holiday to Ibiza in September 2014, however I am now extremely sorry that I have booked with this company. Their website simply doesn't do what it is supposed to do (absolute nightmare just trying to book the thing!) and it has continued now that I have finally got over that hurdle. I am currently unable to book my plane seats (either there or back), book any 'extras' such as Champagne or extra legroom, or provide my API details. Calling their 'customer services' (located in India?) resulted in being told that Thomson DO NOT require API information prior to going on holiday. When I pointed out that the confirmation e-mail I have stipulates this as a condition and that '..failure to supply your API will result in you being denied travel', the nice lady hung up on me. Tried again, only this time to be told the problem was their website (probably true) and, yet again, that API is not required by Thomson. So I guess the British gov.uk website (and Thomsons own) are both wrong. Never again...
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IF YOU ARE LOOKING FOR DANGER IN YOUR HOLS THEN THIS IS THE RIGHT PLACE

Do not trust this company or jet2 to find you a holiday you will regret it when it all goes wrong they will not except responsibility for any of it this and will hide and blame anyone who is involved and will not help just look like they are and if you ask for their head office telephone they will just try to fob you off , it took me three months to get it and they are still being un helpful we will never use this company again BE WARE.ps also remember that abta are also powerless to help and now you have to pay for legal advice and this is not cheap at least £300 per hour so my advice is stay away from not only Thomson's but jet2 they are worse.
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Absolutely terrible

I will never ever book a Thomsons holiday again. If I had a choice. It would be 0 stars.
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Only giving one star because I can't give NONE

I'd just like to reiterate what many people have said here about this company. Their customer service (which does seem to be a far off call centre with people responding who clearly don't understand your issues or have the ability to be empathetic at all) is appalling - it is indeed the case that once they have ypur money - and quite a lot of it at that in paying for a holiday - they really don't care. I'm unhappy and I haven't been on the holiday yet! I sorely regret booking with them and will certainly never do it again.
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Very very poor service after booking

I booked a holiday recently and needed to get second passenger API info before entering in the system.
I have wasted well over an hour on a sSunday moring trying to log onto their online system, with no sucess.
Phoned in to query, waited 20 minutes on the phone at a charge of 5 pence per minute to speak to someone in India called ASH.
She thought my complaint was funny, would not let me talk to a supervisor and said the system was being upgraded. I pointed out that it would have been nice to hear this at the start of my enquiries and not waste my time.
Thomson your after servise performance is apauling.

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Thomson Details

About this company

Thomson offers a wide range of great value holidays, hotels, cruises and flights. Last minute holidays, family holidays or all-inclusive holidays. Thomson.co.uk has the holiday you are looking for

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Thomson is ranked 49 out of 49 in the category

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