Premier Holidays

DO NOT DEAL WITH THIS COMPANY. PREMIER TRAVEL They had a security breach and my CC was charged up over 5000 along with my LOC. I received an email from them telling me this.

They then refused to provide the information required to cancel my account. The FBI were consulted and told me not to provide information to the call centers as they are a known entity to the FBI. I got 2 hours of run around by customer service and they kept bouncing me between departments with each department telling me it was for another department to deal with. I asked the finance dept for a manager, they refused, told me to call customer service and ask for a manager. Customer service told me they don't have a manager and hung up. I then conference called both departments and this is where it gets hilarious. They both said they were not allowed conference calls and hung up on each other. What company does not allow inter office communication, no one, just sham agencies. I have lost 5000+ on random purchases in Mexico since becoming a member and they are not willing to make any sort of effort to help fix this problem. The FBI were notified and the RCMP as well, they already have ongoing investigations into this company.

Hope this helps someone before they are ripped off and ignored by just another online sham.

I booked a family holiday to Jersey, which was not cheap. I was taking my grandfather back to the country he used to take me when I was a child. Sadly and unexpectedly my grandfather died and their treatment of us was outrageous. No compassion at all. Wouldn't allow a name change I was told u had to pay £384 for a seat on the plane. My husband then found out he had to go away with work and they wouldn't let me change my husbands name to my father's! I had a twin room and a double room booked so I really don't understand why they couldn't just change an admin fee to change names. I will never recommend them nor will I travel with them again.

Sadly was diagnosed with Covid 5 days before travel. T&C's clearly stated i would be able to postpone or amend booking to allow someone else to travel in my place but the company FLATLY REFUSED

After a number of emails and long discussion on the phone they said i could amend booking so that someone could travel in my place if i paid £630!!!!!! - which is MORE THAN THE COST OF MY WHOLE HOLIDAY!!!!

Aurigny the airline separately confirmed to me that they would not impose any charge for amending details of person flying so Channel Island Direct (Part of Premier Holidays)are clearly trying to profit from my unfortunate situation.

As CID's very own T&C's state that in the event of Covid diagnosis either a postponement or replacement traveller is allowed (subject only to a £25 amendment fee) I will be applying for a CCJ against the company to recoup my money.

All in all a very poor experience and i would warn anyone considering booking with them to be warry of their unethical behaviour and complete disregard for their own T&C's which they flatly refuse to honour.

I think this was probably the best holiday I’ve ever had. Plus we had some problems getting to the airport 5 hours early and they made it good with a really polite letter and nice gesture.

Thanks customer service team.

Nice private transfers and stress free travel is rare in 2019. But you guys are pros. Even in Africa where things don’t always run precisely to plan!

100% recommend for all your Safari fun. Ps the horse riding safari is the best in the universe. Lovely animals and a great guide who taught us al about the bush and the animals.

Plus the other guests were really lovely.

This Agency has served me quite well in the past. However what was objectionable this time was that having made a minor enquiry from one staff member I was told next time I went in that I could only speak to that same person. She was busy with another customer and there was another staff member free who could easily have signed me up for the holiday I wanted. But she refused to deal with me and suggested I try again later. That was ridiculous. Putting customers first?

I decamped to TUI who provided great service

We booked a multi-location holiday with Premier going to Hong Kong, Bangkok, Phuket and Dubai and have to say it was the best experience we could have hoped for. We were a little nervous about so many flights, transfers and hotels with so much that could go wrong but everything ran perfectly. Hotels were all fantastic in great locations, flights were all really good times and the transfers were so fast and professional - best we’ve ever experiened!

We were given a little gift when we landed in Hong Kong and received 3 free tours on 3 of the locations plus free dinners, massages etc, then after getting home they sent us a box of chocolates as a welcome home.

Prices were very good and the whole booking experience was first class - we would book with these guys every holiday if we could.

We used Premier Holidays to book our 2 week honeymoon to Thailand and the booking process was very simple. Our agent talked us through all of the options and was happy to make amendments quickly and easily to our requirements and fit within our budget.

We have just returned from our trip and I was very impressed with the way that everything was organised. All of our private transfers were on time, with professional drivers. All of the hotel check-ins were simple, and we got a few free upgrades because of our honeymoon.

Overall, we were really impressed and will be using Premier Holidays again. The overall price of the trip was also very competitive.

The only minor issue was that we were not offered an additional activity during one of our stays, but this was rectified in the location.

Booked a dream holiday for my 50th birthday with my husband and 12 yr old daughter in Sept/October last year and this turned out to be a complete disaster from beginning to end.

At the beginning I thought I was in really good hands but even beforehand I found out I did not get the seats I wanted. As we arrived early at the airport we found out we had been downgraded and were told then they hand no seats for us. I could not believe after all the time I took to book this holiday that Premier holidays could have mucked it up so much that BA didn't even have record of us even flying that night! Once on the plane I was very cramped and we didn't even want to go by this point. On arrival in Singapore we had to wait an hour for our pick up at the airport and then when we got to the vehicle wasn't the right one. It was a mini bus! How can a wheelchair user use or get on a mini bus? I could not walk! I was quite poorly for the next few days which I blame on the plane journey! The free excursion We were promised was not suitable for me to go on too and they had told me it was going to be. The next hotel we stayed in had loads of stairs up to the swimming pool and there was totally no way it was accessible for me. Obviously these are major factors that destroyed our holiday and caused so much stress it was unthinkable. The last hotel was by far the most beautiful but I was not able to get anywhere near the room as there were steps into the rooms. The majority of the restaurants were not accessible to me either and all this I had triple checked beforehand. I think the problem with the company they want to sell as many holidays as possible and even those that they have never been anywhere near before, i.e. in Asia. They advertise that they can select individual holidays for people but they are totally unable to. The only thing I was told previously about was the beach and that it did not have a path or anything for me to access- that was fine as I was expecting that.

On my return they were quite rude and rather than the company contacting me about the holiday I had to contact them! They blamed all the hotels. They got back to the hotels for refunds etc and then called me back with offers of a tiny amount!£300!

They took absolutely no responsibility whatsoever for their errors and shortfallings. I had to take them to abta complaints and then to arbitration and 6 months later have only just received a cheque for over £3000 from them. It has been a very unnecessary and stressful experience. Beware at all costs!

I am sorry to say that this company has really left the whole family with a very bad taste in our mouths?

I booked a holiday of a lifetime with them and even after painstakingly going through all the hotels etc with their sales staff ( as a wheelchair user) I was given very bad information from them who just took whatever the hotel told them ie. that the hotels were accessible and after getting there were loads of stairs/ steps! They seem to just blame the hotels and ground handlers and take no responsibility whatsoever! Totally misled and I believe breeched their contract with us!

Appeared good at the beginning but after pointing out that I was a wheelchair user and that I wanted to go to Asia (Singapore, Kuala Lumpur & Langkawi) then went and gave me really bad access info in one place and did not reveal the truth in another!

Also had major problems with the airline tickets and ended up being downgraded!

I wouldn't book with them if I had a choice.