Thomson Holidays www.thomson.co.uk

Thomson do not care about their customers once they have your money.

Following not such a great yet very expensive trip to Lapland (be warned half the price if you book online/local agency and you get far less for the money.

Having written a complaint, (2 months ago) I still haven't had a reply/explanation/apology nothing.

Will not be using Thomson's TUI ever again.

After spending £3,000 on a holiday to Mexico at the Royalton Riviera Cancun, we found out that if we wanted to stay in the adults only section of the website and use the adults only swimming pool, bar, restaurants, parties etc, we actually needed to book what TUI shows as a separate hotel “Hideaway at the Royalton Riviera Cancun”. I’ve been checking this since I’ve found out about it and it is either £1pp or £9pp more expensive for the entire holiday.

So I called TUI thinking they would be able to change the booking over and they wanted over £200 to change it.

Having explained to the person that it wasn’t clear on their website and that it’s under £10 difference, I was told point blank that they wouldn’t do anything. I asked if there was another team I could speak to and was told no. I said I’d like to complain and was told their complaints team doesn’t speak to customers.

I eventually got put through to the person I dealt with in TUI’s Escalations Team. I explained the situation again thinking it would be just a quick, “oh yes that does seem a bit unfair, I’ll override the system and charge you £18”. Instead, she  was rude, confrontational and demonstrated what I’ve probably found to be the worst customer service I’ve ever experienced.

What really surprised me was that the person I dealt with had no manager (she said they self-managed themselves) and there was nobody else to complain to. I asked if there was an ombudsman I could complain to and she said there was but she wouldn’t give me their details or tell me who they were no matter how many times I asked. I wasn’t at a computer at the time so I even asked her where on the website and she refused to say. I still haven’t found it but think if it’s not ABTA that they’ll be able to point me in the right direction.

Amazed by the lack of customer service, I asked informed the person I dealt with that I would like to raise a subject access request to see my notes and have a copy of the call. Again, she said TUI wouldn’t help with this and that if I wanted to conduct an SAR, I would need to speak to the “obadsman” as she pronounced it.

I used to rate Thomson and booked with them every year. Seems like the rebrand means they no longer value customer service, or train their staff. I don’t know about the Ombadsman but the failure to provide information on how to raise an SAR isn’t in keeping with the DPA and now that I’m so wound up about the whole thing, I’ll also be contacting the ICO to complain.

Moral of the story TUI:

- have a clearer website that explains how “adults only” sections need to be booked.

- train your staff on Customer service and regulatory compliance

- be fair to customers

- invest in some management

You must be losing so much custom and wasting so much time trying to resolve mundane complaints which your staff have made 10x worse.

Now to try and find out who the ombudsman is and see if I can get this poxy holiday sorted before we get there on Wednesday.

well what can I say. From the Manageress down, these girls go above and beyond, to make sure every little query is dealt with in the most professional and speedy way. Within seconds of my initial phone call, which may I say was handled brilliantly by Bernice, my queries had been sorted and an outing we were planning had been expertly dealt with. Can highly recommend to everyone wanting a speedy, polite, efficient experience. Use the best and you will get the best.

Over the years we have enjoyed forty odd Thomson (mostly Gold Hotels) holidays. Tui is of course the new brand name which judging by the difficulties I experienced trying to book,make a second payment and engage with their support operatives you are definitely in need of a holiday at the end of a convoluted process that includes failure to recognise booking reference numbers changing flight times and a refusal to accept a payment hiatus.We choose two or three holidays a year but this ridiculous rigmarole ensures we will not put up with their shenannigans ever again.We will stay at home and count our money as it will save us £10k a year and no stress not to mention travel fatigue exacerbated by airport security delays and uncivilised flight times.

Just returned from a fantastic week staying at the Logamonte hotel, Alcudia.

I cant recommend the hotel enough.

The rooms were clean, spacious, and expertly attended.

All of the staff were friendly and helpful

The food and the organisation in the restaurant was the best we have encountered on an all inclusive holiday, simply 5 star.

The entertainment ensured adults and children alike were catered for.

Superb holiday, thank you Tui.

Looking for next year already.

Best wishes

From the start to finish, Thomson or Tui are just not interested in the customer.

After using them for ten years, I will no longer book with them.

They should be ashamed.

I have just returned from cala font hotel cap salou and enjoyed every minuet of it . the hotel was excellent and special thanks go to the young lady who looked after us. i mean of course the Tui rep she was wonderful nothing was too much trouble and would strongly recommend her for rep of the year well done and thanks T U I for a wonderful holiday.just a small point not good for people with walking problems

Booked a cruise and hotel with Thomson.

For the second year(I wanted to think that the first year was a genuine mistake) I have booked a hotel with a bath(the lady likes a bath) and arrived to find that I do not have the suite I paid for. I could even forgive that, if it wasn't for Thomson refusing to even acknowledge that I booked it(even with photographic evidence to prove it). On the cruise part of our holiday we found ourselves dining with three other couples. All of whom had asked for a double bed in their cabin. And none of whom had got them.

Every issue was met with a delaying tactic where nothing can be done for 24 hours. And before you know it your holiday is half over.

The method of refusing to deal with any complaints is rife within the holiday industry, and TUI seem to be the masters of this.

Yet another previously good company comes under the TUI banner, and turns it's "valued customers" into statistics to be exploited.

The top half of a J looks like a T

The bottom half of an O looks like a U

The left side of a B looks like an I.

Want half a JOB done. Talk to TUI.

I can't believe how much Thomson's have gone down hill. I have been in to my local shop to enquire about Visa's for cruises to Cuba. Firstly, I apologise so much for walking into the shop and making them actually doing some work. The 2 members of staff that were there gave me different answers and both said 'I think'. 'I think' isn't a good enough answer. They should have known the answer or at least found out the correct answer. I have also called their call centre on a number of occasions and sent messages via Facebook. No one seems to know what they are doing with any questions asked. They don't care, they just give random replies. It's a good job that the staff on the cruise ships work hard & provide excellent service. It's time to give the TA staff proper training and all be giving the same answer.

Booked a flight with Thomson. Tried to check-in online 6 days before flight. This is a copy & paste from their website.....

'If you’ve bought Select Your Seat or Extra Space, Extra Legroom or Premium Seats, you can check-in online from 14 days before your departure date - and if you haven’t done so already, you can choose your seat numbers.

• All other flyers can check-in online from 7 days before departure and will be automatically allocated standard seats at this time -although they can be changed at a charge.'

I could not book in - got a pop-up saying I could only book in at the airport.

I always travel light to avoid airport queues.

Spoke to customer services - got a load of GARBAGE about online booking being limited as they often need to shuffle seats immediately before departure.

I pointed out the wording from the website and the fact that I was travelling light.

She effectively said 'TOUGH'