Tour Center - www.tourcenter.co.uk

In May 2017 I booked a 4 day break to Disneyland, Paris with the Tourcenter.co.uk. I had booked the flights, hotels, transfers to parks and back and park pass tickets at that time and had received confirmation that the above had been booked. On paying the final balance I was told that the pass tickets for the two parks in Paris disney would be sent out two weeks before we travelled. On the 18th December I rang to confirm that this had been done and was told that the relevant department would be instructed to send them. I waited a week and rang again to be told the same thing. I rang again on the 23rd and the 24th and was told that the department had been instructed to send them. On the 25th December I rang and was told that the department would be chased up and that a call would be made to me to confirm that the passes had been sent. No call came and no one answered the phone before the end of their working day. On the 26th I rang and was informed that no passes had been booked when I originally made the booking. I said that this was incorrect and that I had the email from them stating that passes had been booked at the time of booking. I was then told that no trace of this was on the recorded telephone calls and that I must send proof that these passes had been requested. I then spent time with neighbours trying to send the email in a form that the company requested to prove that I had not "doctored" their emails to me as, as far as they were concerned I had not requested the passes. Eventually I got someone to confirm that they had received the email proving the passes had been booked and that I was right and had in fact requested the passes and that the passes would be forwarded to me asap. The passes were duly sent just two days before we were leaving for Disneyland Paris. At no time did I, or have I, received an apology from either the employees or the company for the emotional disruption this caused over the Christmas festive season and, quite honestly, it was a mistake on their part and this mistake almost ruined the whole new year experience.

My partner and I booked a trip to Bareclona with this company last year after seeing a deal on Wowcher. Upon initial booking we spent over 1 hour on the phone with a sales agent. This was due to the fact that when heconfirmed the flight times they were at unreasonable times which meant we would only have 1.5 days of the trip, which wasn’t displayed clearly when initial booking was made. He searched for new flight times along with a hotel upgrade. We told the agent numerous times that we would like a hotel as close to the centre of the city as possible yet he continued to recommend those outside of the city. On this call he also confirmed that he would add a Bus Tour, he confirmed that the tour of La Sagrada Familia was included (I sent him a screenshot of the Wowcher offer) and that we would have additional baggage allowance to check in.

After this we received confirmation of our booking. However there were numerous errors including incorrect spelling of names and incorrect DOB. There was also no confirmation of the baggage or the tour of La Sagrada Familia. I emailed back to him highlighting the errors and that aslong as he confirms we have check in baggage along with hand luggage and the tour of La Sagrada Familia, we would be happy to proceed. The sales agent then called me and confirmed these points – when I asked if the check in luggage was 15kg or 20kg he advised me to check Ryan Air website.

When checking in online there were issues. We were not told there was a specific email which needed to be used to check in. I called the office and was told the sales agent we spoke to would need to deal with this however he was on lunch. The advisor told me he would call back but he did not.

We arrived at the airport and when we attempted to check our bags in were told that we had no additional luggage. This caused a hold up at the check in desk. We called through to the sales agent we spoke to and he advised me that he had never confirmed any additional baggage allowance. He placed me on hold numerous times and could not resolve the issue. I referred back to the emails that had been sent to him and told him he needs to speak to Ryan Air customer services and add this baggage on. At this point, I requested to speak to a manager. A woman (supervisor) came on the line and spoke to my partner who explained the situation. She told him we were lying and that the call where the baggage was discussed had been listened to. This was very hard to believe considering the call was over 1 hour long. She was extremely rude and dishonest and interrupted my partner numerous times. After over 1 hour being unable to check in our flight time was approaching, so we were then passed to a manager. He advised us to pay for the additional baggage and your company would look to refund the expense when we return. He advised my partner that he would send his email details so we could contact him directly. This cost an extra £50 which is completely unacceptable when we were told this would be included.

Due to the extremely long wait at the checking desk we were 15 minutes away from our gate closing. This caused me to panic as I suffer with severe anxiety. We were forced to run to our gate with only 5 minutes to spare and the gate was shown as a 20 minute walk.

I then emailed the sales agent requesting the confirmation of the tour of La Sagrada Familia as we had not yet received it. He responded that it was optional and was an additional cost of £30pp with a screenshot of a Wowcher deal. This was an incorrect deal and was not the deal we bought. I know this because the tour was included, the choice of hotels was different and the one he had sent had an additional airport which was not available on ours. It was also a deal valid from October when we bought a deal for September. We then missed the opportunity to tour the church which played a big part in our buying decision.

On our return flight we also had to pay additional for our luggage

The details we were promised from the manager were never sent and I emailed them when I returned asking for him to call us, he never did.

The whole experience in dealing with this company has been horrendous. Our trip was supposed to be stress free and all they caused us was additional charges and problems. We should never have been expected to pay our own baggage after it was agreed as part of the sale and we should never have missed out on a tour that was part of the deal we bought. Their agents should also never have spoke to my partner and I in the way they did. It was nothing other than disgusting. I have continued to email them with no reply.

I would strongly advice others to not use this company

Disorganised, left without transfer after paying for it... they booked the incorrect date. Destination was awful, inhospitable, inaccessible and not fit for purpose, but the real experience was the dreadful and dismissive customer service both over the telephone and subsequently upon returning.

I would never, ever recommend The Tour Center, but would strongly suggest that they invest in customer service training and listen to customers.Update 11 October 2016 I was informed in no uncertain terms that since placing a negative

review, which was totally genuine, that my complaint which was delayed

by many months would no longer be processed.

From the beginning they just tried to squeeze as much money out of me as possible. I bought a trip to Paris through Wowcher, and TourCenter was the merchant. I spent £318 on the voucher and when I called up to book my flight and dates, they tried to charge me another £180 because there was "no availability" for the times you are restricted to. I said I wasn't paying it, and after some "magical cancellations", they took this price down to an additional £56.

I was due to fly early on Saturday 14th November 2015, and on the night before, the 13th, Paris was hit by 6 terrorist attacks, killing 120 people. My flight was in the morning, and with Paris in a state of emergency with closed borders, I decided that I could not go. At this point it was too late to contact TourCenter, so I did so in the morning (my flight should have been at 10.55am on Saturday morning).

TourCenter told me they were not liable for losses incurred due to terrorist activity, but I explained that EasyJet (who I was flying with) were offering free transfers and that Disneyland Paris (where I was staying, booked through TourCenter) was closed for the next 3 days, and therefore the terms on which I committed my money to them, no longer stood.

They offered me £20 as a gesture of good will, out of the £374 total.

I took my dispute to Barclaycard, as I paid using my credit card and they agreed it was awful, so are chasing the funds on my behalf.

I also contacted BBC Watchdog, so that they can look into this if they wish.

All in all, discounted vouchers/excursions lure you in, but you are hit harder than if you would have paid more for a quality service.

She was very helpful, patient and clear in helping with our queries, and so were her colleagues.

The service was excellent, one agent throughout sorted out everything that i requested, was patient and literally tried his best to get and supply to my demands

Though it took a while, in the end - plane tickets, train transfers, tours and all my hotel were booked... confirmation received and pretty much good to go...

i bought off wow go.. only to be directed to this company and I'm really glad for their service, time and efforts.

I have recently booked a holiday to Venice via Tour Center and had the pleasure of being served by this agent who I found to be one of the most helpful, accommodating, friendly people who I have had the fortune to come across.

He has made booking this holiday to be a pleasure by getting me the best possible package including transfers, tours, flights, hotels and even got me breakfast at the hotel so I am ecstatic.

You can be use that I will be using your agency along for all my future Flights and Holidays and I now have him on my Hot Line.

Kind Regards

He was extremely helpful and showed initiative.

Found Tour Centre completely by accident. Saw the live chat come up on the screen and ignored it for ages. The sales member was quite insistent and kept sending questions, which I kept ignoring. Eventually I answered a question on what I was looking for, and never looked back. Tour centre sorted everything out, from travel, to accommodation and park tickets. They even did some research for me and backed up the information flow with emails and telephone calls. Everything ran exactly as promised and the holiday was brilliant. No hidden costs. Excellent service and I would definitely use them again.

This was my first experience of booking a Groupon deal. The gentleman who answered the phone when I booked could not have been more helpful. He went out of his way to arrange suitable flights and whilst we paid a small additional amount it was worth every penny. He promised to make all the arrangements and call me back with the details and he was true to his word. I wouldn't hesitate to book again.