I had a bad experience of customer service last year but thought I would give the benefit of the doubt this year as the manager I complained about apologised (after making me feel bad because the feedback form goes straight to him). This year I booked two holidays one in Europe for 10 people and one in Mexico, in total about £10k. When I spend this type of money I expect some customer service. I have 25 days before I go on holiday and I emailed the shop asked why I was receiving emails about late check out as I already booked it and I asked them to check. I got a response 2 days later saying no and do I want to book it. My immediate response was yes, we are travelling with 3 youngsters and flight home isn't until 10.30pm. No response again after that. I decided to phone the following Sunday to be told Fiona from the Trafford centre branch would contact me on Tuesday as she was off Monday. On the following Thursday I emailed again, purely due to having tried to call at various times and NOBODY answers the phones. 3 days later nothing so I resort to social media. I wrote asking for help on Facebook at 11.20 today, since then I have wasted my day off being messaged by three different people asking me to private message them, when I do I get ignored again. My review therefore is that Thomson are quick to get you in the door to purchase a holiday or two but when you need their help you get pushed to the back of the queue and ignored. TUI are taking over the holiday market and this is the service and worse I expect we will get in the future.