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Thomson Holidays Reviews

1.9 Rating 98 Reviews

20 %

of reviewers recommend Thomson Holidays

Company Reviews

1.9

Based on 98 reviews


Customer Service
Communication Channels	Email, Telephone, Live Chat

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Anonymous

Anonymous // 01/01/2019

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

“We had booked to go to Jamaica with TUI in August, it would be our second visit to this hotel which is wonderfully by the way. I am a vulnerable disabled customer on personal independence payments with very low immunity and even though trips to Jamaica are only suspended until July I’m still not willing to get in a flight this year it’s too much of a risk for me. We were staying in a Riu Hotel and they have closed temporarily in Jamaica and the UK can’t fly there at present. I have explained my circumstances to TUI and I am aware I won’t get a refund (£250 at this point) but to cancel they’ve told me I can only rebook another holiday and transfer the deposit or pay another £250 to cancel it as they say we’d only paid half the deposit which we honestly didn’t realise. I am at present on 12 week lockdown due to the COVID-19 outbreak because of my vulnerable status and my husband has been laid off and that money would be a great deal for us to pay at this point. I am absolutely appalled at the lack of empathy I’ve received and have totally lost faith in TUI after this disgusting treatment.”

Posted 4 years ago

“Customer service does not exist. I want to cancelattion our vacation, to which we have the right, because two of us have lost our jobs and we can't afford to pay the holidays. However, you cannot connect to TUI because the telephone lines are selected. I don't have a live chat and can't provide an email address. The same holiday cannot be changed via the Internet. In any case, we need an answer before April 14. I know these are hard times, but there really should be a way to contact TUI. Customer service does not exist.”

Posted 4 years ago

“You are a bunch of robbers, since Thomas cook has gone out of business, within a day your holidays have gone up £500 per couple. You are a disgrace. Profiteering from peoples misfortune. TUI. Shame on you.”

Posted 4 years ago

“Poor service have booked my holiday to Orlando that I booked after it states on there website that u can link booking with my Disney experience from 399 days to now be told I can’t do it till 60 days before. I have been on the phone for the last 7 days trying to sort it out however the staff are rude, disinterested in what u say, cut you off, will not let u talk to a manger. Never again will I book with tui”

Posted 5 years ago

“Shocking after sales service. We booked a holiday with TUI and were promised £70 cashback from a spend of almost £3000. After waiting the required 3 months TUI declined the cashback and after countless attempts to contact them they just ignored my emails. Very short sighted as we travel a lot and will never recommend or use TUI again based on the way this situation was handled.”

Posted 5 years ago

“I have today got home from the Holiday of a lifetime. We went to SENSATORI in Dominican Republic and it was perfect in EVERY detail. The crew on both flights were amazing. The Reps in resort were polit, attentive and knowledgeable. The hotel staff really made us feel like we were the focus of their world. Our children were treated with the same respect and attentiveness as the adults. The excursions were wonderful (We did 4) and the beach and hotel was spotless. As a man who is happy to complain I am unable to find a single fault with this product. Amazing is the understatement of understatements. It was....well.....Perfect. We will book again with Tui from now on.”

Posted 5 years ago

“Never ever book a holiday with tui; there after care customer service pre travel is terrible ; I have a holiday where they have made the mistake and yet I have to wait 7 days to see if it can be rectified and if u do want to speak with a manager they WILL not take over the call and they guarantee a call within 48 hours and guess what? NO CALL. Please please do not book with his company”

Posted 5 years ago

“I read an old review claiming that the resort reps were difficult to contact. I have to say that they seem to have addressed thisissue: On a recent 7day holiday I noticed the rep in the resort on three separate days. He also supplied his mobile phone number on the first day of the holiday.”

Posted 4 years ago

“My partner and I went to Jamaica in 2019 from 29 November to the 10 December. We both have a lovely time with TUI and at The Decameron resort hotel Runaway bay. The place is sublime.. The hotel top class.. Accommodation very good.. Absolutely nothing bad to say about either TUI or and The Decameron resort hotel. The staff from the hotel were very helpful,polite, friendly and available to your needs at any time. Lots of activities to suit your needs and age. entertainment every single day and evening. Our rep there was Tracy from TUI, very good rep knowledgeable person with regards to Jamaica and very helpful too. We had a package where everything was included like food and drink. We booked 3 trip to Bob Marley resting place in Nine Mile St Anne with visit to Dunn falls Place with meal by the beach. Our second trip was in Kingston to the Bob Marley Museum then a coffee plantation a meal by the mountain outside Kingston. Then our final trip was the blue lagoon. To sum up our stay we have had the most amazing holiday to such a unique and wonderful beautiful country Jamaica. We have had mesmerising memories with the places we visited. They were all amazing. We recommend Jamaica to anyone especially TUI who, were brilliant from start to finish. One love to Jamaica. God bless Bob Marley. Jérôme Andrea xx”

Posted 4 years ago

“Tui demanded £40 to give me a seat near the toilet due to my age and health condition, tui refused to provide me with a seat near the toilets without the additional charge of £40 "one day Tui CEO will get old"”

Posted 4 years ago

“Contacted Tui after I had several complaints with a hotel I stayed at through them. I wrote a long detailed list including the fact I contracted SALMONELLA POISONING (confirmed by public health england) They did not read any of the detailed complaints thoroughly and as such did not address or answer any. Basically the inadequate training of their staff replied to me by basically sweeping it under the carpet. Its madness because if it had been addressed correctly I would not now be on a mission to highlight all of the complaints through every review site I can find.”

Posted 4 years ago

“Appalling customer service. Booked a cruise over a year ago now they are making significant changes to the itinerary a few days before we fly. No option to cancel and very poor compensation. Their Customer Service department replies to emails if they feel like it. The option is 'you book what you want, we will supply what we want'. I think that with Thomas Cook going bust these people feel they can do what they like; avoid.”

Posted 4 years ago

“I'm afraid one star is too many for this company. We booked for a holiday in Venice.The holiday was fantastic..Thanks to the hotel. On the flight home our case did not arrive with us due to the incompetence of the TUI baggage handler at Venice. One month down the line we do not have our case. Every day we ring the Lost Baggage Phonelune only to be fobbed off with lies and the promise to call back. They are a disgrace. We have had absolutely no help in getting our belongings back. And no guarantee for compensation. I would never book a holiday with TUI again. Our experience has been an absolute shambles.”

Posted 4 years ago

“Worst customer service I have ever encountered For a company the size of Tui their customer service is absolutely shocking and non existent! . Been trying to contact this company for 4 whole days, waiting for someone to answer the phone for 40 minutes at all times throughout the day and evening. Today I held on for another 39 minutes for the line to cut off. Same is true for the direct flight number whom I desperately want to talk to. No live chat option appears on the app or website as stated. So frustrated with this company with whom I have booked. My friends have booked the same holiday as us but did it in store and received great customer service, free seat choices and a big saving on the cost,! Stressful business booking a holiday with tui! Haven't crossed the t's and dotted the i's or put a smile on my face as they claim I'm afraid!!!”

Posted 4 years ago

“Booked a holiday to Kos on a Dreamliner. ended up saying it was switched to Norwegian which is fine but then a month before booking was told we would be on one of three other airlines which eventually was Smartlynx. The Smartlynx plane we were flown on was plain white, 25 years old and cramped more than ive ever experienced. I appreciate there can be some changes to the plane (as per T&C's!!) but to move us from a new bigger aeroplane when we also had extra legroom to help with two young children to a small old cramped plane is unacceptable. They just don't compare. I wont book with again as you cant rely on them to just change what you booked and not even a fair like for like change! To add to it, the rep in the hotel (representing TUI UK) just said im not from the UK so its nothing to do with me! Helpful lady...”

Posted 4 years ago

“TUI holiday is absolutely horrible. They are completely racist people and only care about people their colour. We are completely upset and are never using this airline again. We will be going to the court about this !! I recommend NO ASIAN PEOPLE GO THEY ARE RACIST!!”

Posted 4 years ago

“We have traveled with tui for over 40yrs no more we were lied to from first day,we did have a fantastic holiday but that was down to hotel not tui,we didnt get room we had booked when checked in it was very late so ok as long as the room/bathroom is ok thats fine,we were in a single room with two single beds pushed together,bathroom had toilet shower was hose on wall no sink,sink was behind door in bedroom,went to rec next morning the lovely rec staff showed us another room said it was for none uk guests it was lovely nice room/bathroom/sea view, not what we booked however fab room we were happy, rep lied to us she said first room they didnt belong to tui big lie uk guest put in that room they went to rep she would not move them after a few days the hotel did,the rep did nothing but lie and tui u have lost a lot of customers and that was just one small hotel why lie to customers you going down the pan tui cannot understand how you think u can treat customers like you do and still oparate your can see you going into admiastration very soon. When going home it was a jet2 rep who told us about long delays and cancellations it had been going on all day our rep said no delays as we got on bus to go to airport another lie,tui rep outside airport said she new nothing of delays because she had been at airport all day delays were everywere that day even in uk lies lies more lies”

Posted 4 years ago

“I regret that I have to award one star as it is totally undeserved! When holidays go right with TUI you may be ok but look out when things go wrong and be prepared to fight this outfit. October last - an expensive all inclusive holiday for a family of 5 - the two grandparents - the two adults and one child of eleven. Two apartments pre booked in March in one hotel in Gran Canaria. The day before the flight - oh dear - the hotel is overbooked so we have moved you (the grandparents) out to another hotel in the same resort but dont worry this is a better hotel and is Adults Only - and no extra charge. Thanks a lot TUI - the hotel is 500 meters away and the granddaughter cant visit there at all! Options given by TUI - take it or leave it - accept the new hotel or cancel your holiday.(But you can use your original hotels resources - that was something I suppose. Not impressed obviously but no choice but to go - with my wife and I walking the one kilometer return journey three times a day so that we could spend some time and eat with the family (TUI -note that is the purpose of a family holiday - and the exercise did us good and worked up an appetite! Good job we are fit and active pensioners!)) Whilst there my wife and I spotted another couple, in our 'new' hotel, also wearing two wristbands each - a bit of a clue - and exactly the same thing had happened to them - again with TUI and their family were in the hotel down the road as well ! My view was that TUI were negligent and uncaring and as such I complained formally when we returned to the UK. When they eventually replied they declined to pay any compensation so eventually (after discovering that ABTA are also a total waste of space) I issued county court proceedings against TUI. I did warn them, but as the lady from TUI later told me - most people 'dont bother going to court' even after they have sent in the formal letter before proceedings. TUI obviously have vast experience in dealing with complaints from dissatisfied customers! Court proceedings is a very simple process so dont be afraid because firms like this will almost always go for an out of court settlement if they are in the wrong. I recommend 'Which' Legal if you need a 'steer'. They are very helpful and I have the distinct feeling that they are no strangers when it comes to TUI. TUI did settle out of court, at the very last moment in my case, with a £900 plus costs payment. That will go nicely towards the next holiday which wont be with TUI”

Posted 4 years ago

“Terrible do not give your hard earned money to this arrogant company avoid like the plague”

Posted 5 years ago

“It is a disgrace. The proper customer service is not-existent and they don't care to deal with your complaints. We are still waiting for a refund for an excursion cancelled during our holiday in August. Now it's almost November. We wrote many message. gave them several phone calls, used all available websites including their contact website and a special website called Complaint Resolver. No result. Basically they robbed us of our money. We are prepared to escalate the case.”

Posted 5 years ago

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Thomson Holidays is rated 1.9 based on 98 reviews