Thomson Airways Reviews

Helpful service, booked my holiday with them before. Keep up the good work

Terrible terrible customer service! My husband and I were keen to book a holiday, we entered the store with no customers and only three members of staff. We were advised that there was an hr and a half wait and would be contacted. We weren't contacted so we went in the store again with exactly the same number of customers = 0 and three staff members. Hesitantly one of the staff members saw us... well what can I say. Terrible customer service, really awkward and uncomfortable. Did not have an absolute clue what he was talking about.
What a waste of an evening, time and effort. Will never ever ever ever visit the store again.

Very professional people,ready to solve any problem or issues if needed.
I booked with them anytime and they print out my plane tickets without asking for it

3 members of staff chatting and asked us to sit down. 10 minutes later started serving the lady came in after us and upon mentioning, they told her to wait too. Went straight to Thomas Cook in the mall and booked our holidays.

Hello,
I traded in this store for 7,870 euros for pounds sterling. When the staff member returns with the sterling, they tell us that he will be putting Irish pounds to supplement it, and that there is no problem as they are accepted everywhere in England and Ireland. Balance sheet I find myself with a mix of pounds sterling and Irish pounds (3,520 Irish pounds). I drive to the outskirts of Leeds to buy a car with the money changing into pounds and the seller's amazement at discovering Irish pounds. He calls his bank who tells him that Irish pounds are a foreign currency for him, and that the bank does not accept them.

I run to another TUI store in a shopping center in the suburbs of Leeds and the store manager tells me after calling the London store that the London manager apologizes but only offers a solution to come back in London to exchange Irish pounds for "real" pounds sterling (that is, 4 hours drive back to London, it was 8:00 p.m.). The manager of the Leeds store explains that she can not do anything on her own because the two stores do not depend on the same connection within the group. The manager of Leeds sends us to try to exchange money in a bank (Halifax bank), but the latter refuses to do the exchange because she does not know the source of the funds and she tells us that no bank will do the exchange for the same reasons. We had to go back to France because we had not planned at all to have to stay asleep to have to exchange money.

Conclusion: I end up with 3,520 Irish pounds unusable and above all the result of a fraud on the part of the London store, not to mention the time and money wasted. A complaint will be filed against this store, because since then we have learned that the Irish pound has not been used since 1999, so it's a huge fraud !! In addition, customer service remains silent in France and England.

Sophie was incredible! Customer service at its best!

Went in this Thomson to get my Thomson money card renewed, there was 3 member of staff that I could see not doing much, I was asked to take a seat and someone would be with me shortly, 30 minutes later still no one attended to me, I then stood up and walked to the exit as I had to be somewhere and the lady at the desk shouted goodbye!!!! I was so disappointed as I have been using Thomson to book my holidays for 6 years!! I will no longer be using this Thomson at Stratford Westfield and will be going to my normal one at South Woodford! Poor service!!!!

Friendley staff allways happy to help all had a good holidays from here

Very long waiting over 1.5 hours, never answer the phones.

Staff where friendly was only checking prices would use them in the future

Came in looking for advice on hotels with private pools, was told she couldn't help and to look online

Absolutely amazing customer service. I went to Thomas cook next door and received the most disgraceful service I was so annoyed I travelled all that way just to be let down. I was just about to go home until I thought let me give tui a try. Helin and Trisha were absolutely lovely very professional and caring

As soon as I walked in someone was there to help,very professional and helpful.

Excellent friendly service at the TUI branch in Westfield Stratford.

I went there to buy a fly ticket I wanted to fly not an economy but a main airline. I purchase an Iberia ticket , we together open the option of what was included in the ticket and it said check in luggage, a sit and a meal. I asked" do I have to do the on line check in?" I was told " No being a main company you just show up at the check in and that is it" So at the airport I discover that I was travelling instead with Vuelling and because I didn't do the on line check in, I had no assigned sit and no meal. I end up to be squashed between a giant and a restless lady. I call them from My destination to complain that that is not what I purchase not what I request, that if I wanted to travel with an economy airline I could have done it by myself on line.The answer was that it wasn't their problem and because I sign a document that I tough was relate to the purchase instead was something to save them from complaint, it was my problem. They make you sing that document because they out there to fraud you so be aware of this travesty of a travel agency, you think you bought something, they down grade you and you end up with entirely something else. Fraudulent company.

Booked holiday in keswick in may 2020 didn't go cos of lockdown tryed to contact tui without success waiting for a refund when I hear from them not happy

Amazing staff very friendly and helpful.. took there time to help and find the right flight that I needed.. will recommend this store if you need help looking for a holiday

Awful experience booking in store and with head office. Don't bother booking in store...prices are far cheaper online and the information provided is no more informative. Just avoid the company completely if possible.

They been very rude and really unhelpful as well as waisted my time.
They asked me to take a seat and told me that I will be seen in 15 minutes...after I waited 30minutes and then I have kindly asked them when am I going to be seen they told me that they won't see me at all as it is late.?!?! So why was I seated to wait for nothing? And after all this they been very ignorant not even trying to make the situation any better and just sent me away. Thank you TUI great experience

I came into TUI to book a last minute holiday and I could not have been happier with the service I received. I wasn't sure where to start or what I needed to do as I haven't ever booked a holiday for myself before so I wanted to have someone to 'hold my hand' through the process and make sure I wasn't making any mistakes! When I first arrived at the store there was a long queue but I was happy to wait, and when I did I was greeted by Trish. She worked with me until closing time to understand my needs and why I wanted to get away, and to start looking into the best resorts for me. She really cared about me and what I needed from the holiday, and knew which resorts to recommend and didn't go outside of my scope. We ran out of time that evening but I returned the next day to continue with Trish to find the best package for me. She was incredibly patient with me and spent hours answering all my questions, looking up more and more options and even calling up airlines/resorts etc to get answers to my difficult questions - all before I booked and paid. She was happy for me to take the evening to think about the package we had settled on, and arranged for her colleague, Helin, to work with me the next day to book (or answer more questions!) as Trish wasn't on the rota for the following day. Helin was just as lovely and spent even more time with me to answer my final questions and get the quote set up for me so that I could book. After taking a quick break to grab a drink, I ended up confirming and booking with Faye who was (surprise!) just as lovely as Trish and Helin! I ended up coming into the store 4 times over 3 days (two times to research and ask questions, once to book and once to get travel money) so I met a lot of the team and everyone was so helpful and friendly. Trish, Helin, Faye and Sophie were genuinely excited to help me find the perfect holiday, took time to get to know me and the reason why I wanted to go so that they could recommend the best package. I must have spent at least 6+ hours at this store over 4 days to get this booked, and each day the team made me feel like I was really valued and practically part of the team! I will 100% book with the team here at TUI Westfield Stratford again, and I would recommend them in a heartbeat to anyone looking for a great holiday with exceptional service!

I had fantastic service from ALL the staff.. especially "from ELLIS" who was patient and understanding through out booking my ticket ,to find the best deal. (He was professional and full of knowledge) and took pride in his job.
I could not have wanted to be treated any better.. well done Tui a big thumbs up .

customer service was terrible. staff left us waiting at reception, knowing we were waiting for assistance. Stood by another family who were also not being served. did not apologise for keeping us waiting. when we did get eventually served, the staff member apologised not to us, but to the GROUP OF BOYS behind us. It is a shame because we have been in the shop before and did receive excellent service, so why the discrepancy. PERIOD.

Poor Experience here , came into branch this afternoon stood at the reception waiting for 25mins and colleagues were just standing at the back having a general gossip . All I came into ask was a simple question .Staff never acknowledge me there at all poor service , First and last time visiting this branch . There was nobody at the customer service desk. Tui customer service is shocking and deserves no stars at all.

My mum said this is usually one of the best places to go as the customer service is outstanding. I however don't know what's it's like as I've been sitting here for minimum 40 mins without any acknowledgement and still not spoken to anyone. Seen 2 people already walk out from the wait. They really need to have dedicated staff to deal with walk in customers and also they should offer a time slot to come in and see them.