Thomson Holidays Reviews

Name: Thomson Holidays
Rating: 1.92

1.9 Rating 100 Reviews

21 %

of reviewers recommend Thomson Holidays

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1.9

Based on 100 reviews

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Anonymous

Anonymous // 01/01/2019

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“We booked our dream wedding and honeymoon in Colchester's Thomson branch back in May 2016. We got married on 8th August 2017 and during that 15 months we received the most appalling service. The first error made was that they booked the wrong day for our wedding ceremony stating that the venue we wanted in Malcesine, Malcesine castle, was unavailable on that date. After we were informed of this my then fiancé contacted the town hall and made his own enquiry, only to be told that our date was available?! When we complained they told us that the date was unavailable because we had made enquiries already for that date. I find this impossible to believe as we only contacted the town hall AFTER Thomson informed us that our date was unavailable. They blatantly just booked the wrong date but wouldn't admit it. When we tried to get our deposit back as this was a red flag to us so early on in our wedding planning, they refused and said that they would book the correct date for us. I had a really bad feeling after this and unfortunately that gut feeling was to be proved right over the next 15 months. There were a catalogue of errors, miscommunications and lack of advice you would not expect when planning a wedding, all of which were topped off 3 days before our wedding day whilst we were in resort when 2 of our wedding party were booked into the wrong hotel and resort! Seven of our wedding party were booked into the Capri hotel in Malcesine, whilst two were booked into the Capri in Bardolino an hour and 15 minutes away. They used the same booking reference as our other guests, who all booked in the same Colchester branch and were in our hotel, so quite clearly a mistake. Mistakes happen, and it was upsetting but more devastating to us this close to our wedding was Thomson's refusal to put this mistake wrong! They refused to swap our two guests into a hotel nearer to us, at the very least in Malcesine would have been acceptable. But instead due to the Colchester branch of Thomson refusing to take responsibility, we had to plead with a Thomson rep in our hotel to help us. The best she could do with her limited budget was offer our guests one night in a hotel in Malcesine. They still had 6 days of their holiday remaining. So in the end with no guarantee from Thomson that they would book and pay for accommodation in Malcesine, our two guests had to pay for two nights and we paid for two nights. It was the most upsetting and traumatic two days I have ever spent on holiday, let alone the fact it was three days before our wedding and we were having multiple meetings and phone conversations with our rep. My two guests are still fighting with Thomson to get the four days accommodation costs back and at this time of writing they have only agreed to pay for two nights! Thomsons and Thomson Lakes and Mountains did their best to ruin our dream wedding and honeymoon with their incompetence and refusal to put their errors right. Yet it was still our guests fault apparently?! There were so many admissions and errors with our actual wedding day, a lot of which was to do with their non existent communication and poor attention to detail. Just some of the omissions included; not informing us we could write our own wedding vows, not informing us we could have a personal reading as part of the wedding service, not telling us that we could have a playlist of music whilst guests awaited my arrival (half an hour wait). There is also a sailboat available for hire by wedding parties which we would have loved to have hired for after our ceremony but instead we were only offered a 'party' type boat which was not as appropriate for a wedding. When I informed Thomson Lakes and Mountains of this they stated that they did not have a contact for this sailboat but could make enquiries if asked. My argument is that I do not know Malcesine, so we did not even know this sailboat existed so how would we know to ask for its availability? Obviously by the time we were aware of its existence it was already booked up, but I am sure it would have been available 15 months earlier when we first booked our champagne boat reception. We also asked about suitable restaurants for our reception which had a lakeside location and were offered two venues which required 30 guests for exclusive use. We only had 21 persons in total which would have cost us a total additional cost of £810 for meals that would not even be eaten. They thought this was our most suitable option?! Due to this I was forced to book my own reception and chose a lakeside restaurant which allowed us exclusive use for 21 guests and I identified this using trip advisor. The whole experience has left me in a grief like state, grieving for the wedding and honeymoon we should have had and paid for. I do wonder what we actually paid Thomson for with regard to the wedding as we did a lot of the organisational stuff ourselves as they were so bad. I have sent a complaint letter and to date I have received a response from Thomson Lakes and Mountains admitting no responsibility but offering us 2 x £50 vouchers to put towards a future holiday with them. Are they for real?! As if I would ever holiday with them ever again. They have passed the buck in relation to nearly all the issues I raised and I am now awaiting a response to my complaint from Thomson, but due to their lack of care to date I do not hold much hope that they will do right by us. This is by no means a full list of our grievances but hopefully gives you a flavour of the poor service and disgraceful way we have been treated. I would advise anyone contemplating booking a wedding or holiday with Thomson to steer clear and use either a wedding planner in the resort they are wishing to get married in or another reputable firm, which is not Thomson! They just do not care! Also I believe they are rebranding and will be calling themselves TUI in the near future so steer clear of them too! A blatant attempt to shake their evident poor customer service on social media searches as I have since found out that we are clearly not alone in the poor service we have received. I feel like it's my duty to warn other unsuspecting brides and grooms to be, as I would hate anyone to go through the heartache we have. For the money we have paid you would expect an excellent level of service but our experience has been like something out of a nightmare. I just want people to be very careful and pay their hard earned money to a company that cares.”

Helpful Report

Posted 7 years ago

“Just returned from Club Sirensis Aura in Ibiza and I feel as if I have been mugged. How you can you class this as 4 Star is unbelievable, 2/3 star at best. Water park aside the facilities are non existing. one 3 euro broken pool table and 2 table tennis, outside in the wind next to the bar. What is the point of that. Thomson reps useless and some downright ignorant treating you like a moron. pool area overcrowded with towel on beds at 7.00. This is the first time I have come back to Thomsons after previous disasters and I am now kicking myself. My big regret is I have another holiday booked with you which I am seriously thinking of losing my deposit on. Thomsons do not care about the holiday maker but just shafting as much money as they can. Rooms not cleaned every day IN A 4 STAR hotel, you have to be joking. Not much to be positive about. I will be taking to Facebook and Twitter when I get chance. No wonder there are so many shocking reviews online about you.”

Helpful Report

Posted 7 years ago

“Dont book with them. Worst customer service. Full of misleading information. Indian based customer service they dont know what they talking about.”

Helpful Report

Posted 7 years ago

“Dont book with them. Worst customer service. Full of mislead information. Indian based customer service they dont know what they talking about. We have booked a holiday on march to go on August. on May i have told me my wife is not fit to fly i would like to know what can i do next. no replies. I have called them and they said you will need to pay first to cancel. I have paid it all then when i try to cancel is 800 that i will lose 800 pound. Called them again they sent me the same email to write to. i have got reply after days they said now you can not cancel you will lose all the money. i have sent them my wife letter from the doctor she can not fly. Does not matter. THIS IS UK BIGGEST TRAVEL AGENT. What else i can say.”

Helpful Report

Posted 7 years ago

“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.”

Helpful Report

Posted 7 years ago

“DO NOT BOOK WITH THOMSONS IF YOU ARE A GROUP OF 9 OR MORE!!! I've had a terrible experience with Thomson holidays. The staff are not interested in anything you have to say and they refuse point blank to transfer you to a 'manager' as they will tell you the same thing. Booked my holiday for my family of 17 spent 18k and we were looking forward to the hassle free holiday as Thomson's offers 'online check in' 7 days before departure and all you have to do is input your API!!!!! What they fail to tell you ten days before travel is that this perk is a) complimentary and b) NOT APPLICABLE TO GROUP BOOKINGS!!! NOWHERE ON THERE WEBSITE DOES IT STATE ANY OF THE ABOVE AND GIVES FALSE INFORMATION TO ALL TRAVELLERS. THEN TO TOP THAT THEY ARE COMPLETELY DISINTERESTED IN MY COMPLAINT AND WILL NEITHER ALLOW ME TO SPEAK TO SUPERIORS WITHIN THE COMPANY OR PROVIDE ME WITH A COMPLAINTS PROCEDURE. I AM WAITING TO HEAR FROM THE ADVERTISING STANDARDS AUTHORITIES AND I WILL BE TAKING THIS FURTHER UPON RETURNING FROM MY HOLIDAY!!! NEVER EVER BOOKING WITH THOMSONS AGAIN AND WILL BE TRAVELLING IN FUTURE WITH JET 2 WHO ARE FAR SUPERIOR WITH THRIR CUSTOMER SERVICES. IM TRAVELLING TO LANZAROTE WITH THEM IN SEPTEMBER!!!”

Helpful Report

Posted 7 years ago

“If your not German avoid this hotel - club princess”

Helpful Report

Posted 7 years ago

“Shocking customer service! i booked a holiday with them online and everything was finer until one day i checked the status and they had changed my hotel to an inferior one! so i contacted them through email and at first they said i will get a reply within 72 hours, when i did get a reply it said that they are investigating it and would let me know again within 72 hours, well 5 days later and no information on what was happening, so i emailed them again asking what was taking so long? a few days later i got a reply saying that the investigation is ongoing and they will let me know within 72 hours, so i waited and waited 72 hours passed again then on the 6th day i emailed them again and since then i have had NO reply and emailed them again and guess what NO reply! Now for a reputable company like Thomson Holidays i would expect good customer service especially when they have made the error! BE WARNED! this could be the beginning of a company collapse, as a company which relies on its customers to pay for everything they should bend over backwards when they have made the mistake!”

Helpful Report

Posted 7 years ago

“Well, I think it's safe to say that the days of Lunn Poly and Britannia airways are well over. These brands alongside Thomson, were renowned for excellent customer service. In reality modern day Thomson are a poor money grabbing enterprise that have little regard for their customers. I have booked with Thomas Cook over the last ten years or so, but this year I decided I wanted to experience the Dreamliner, so booked both my annual Mexico holidays with Thomson. What a mistake I made. After reading some reviews about thefts at the Riu Vallarta, I decided I was no longer comfortable staying there. I decided I wanted to change for a hotel that was £300 more than the one I had booked. As I would see this as an upgrade, I didn't expect to be charged amendment fees for spending more money with thomson. I had an instance a few years ago when I wanted to upgrade and Thomas Cook were more than happy to oblige without any amendment fees. However these issues are only the tip of the iceberg. Try speaking to somebody who actually works for thomson directly. The only people I have managed to speak to, are outsourced overseas robots who keep quoting the terms and conditions, assuming you can actually make out what they are saying. Appalling for a brand that built its name on customer service. I'll be sticking to Thomas Cook going forward. They are human beings, UK based call centres and are genuinely more pleasant to deal with. The trip on a Dreamliner is not worth all the hassle you will get should you need to converse with Thomson.”

Helpful Report

Posted 7 years ago

“Very worried about flying in 10 days! We are at the point of not going and just losing our £4k!! .... We should of gone with Thomas Cook again! Thomson are a joke and do nothing to help and keep you at ease!! They try to screw money out of you for anything they can!. We had a fantastic holiday last year! Thomas cook helped in every way they could!. NEVER GO WITH THOMSON!! I'm going to the papers with my stories and we don't fly for another 10 days! (if we make it back alive!) if their planes are anything like the staff...... Death is on the horizon!”

Helpful Report

Posted 8 years ago

Thomson Holidays is rated 1.9 based on 100 reviews