Tui (group)

I just got back from a holiday to Tenerife where i flew with Thomson Airways. I have nothing but praise and thanks towards the staff of this airline as i received outstanding service whilst flying with them. I want to give a special thanks to Harpa, the Thompson rep at Tenerife as without her myself and my mum would not be home yet. When checking in to go home i needed to go to hospital and was unsure if i would make my flight home as the staff at the hospital were being very difficult, Harpa spoke to the staff at the hospital for us and as a result of this we were able to get back to the airport where Harper was waiting for us even though her shift had ended she came back to the airport to ensure that we had no difficulty in making our flight home. Harpa is a wonderful young woman and Thomson is extremely privileged to have such a dedicated, kind person on their staff. If i ever go back to Tenerife i hope that Harpa would be our rep again as she is outstanding and a great ambassador for your company!

I flew with Thomson on one of their Dreamliners from Manchester to Jamaica return. Both flights were absolutely faultless. We were straight through check in and the flight was on time so had time to get some breakfast and a spot of duty free shopping before boarding. I have never had as much leg room as I did on this aircraft. It was very spacious. The crew couldn’t do enough for you and regularly came back with more drinks, to the point where he just walked passed and gave me a couple of beers when he saw I had finished. Great service. IFE was brilliant with a great selection of films. Was not bored once during the 10 hours. Would definitely fly again with Thomson.

Having worked for the worlds greatest charter airline, Britannia as it was I had high expectations still after 22 years and a name change. Oh how 22 years had changed it all. Luton check in was an average experience but the flight to Corfu was a total let down. Food looked like it had been prepared the week before and priced in line with Mayfair. No IFE and a tatty looking interior. A total let down from the hey day of Britannia and from what you could see all done in the name of PROFIT.

Paid an extra £160 on a flight from uk to crete, had to queue for over a hour and half just to get through passport control, even though it was supposed to be drop and go, because we were in the middle of the plane, (extra leg room) when the food came there was hardly anything left, they even ran out of ice cubes, what z joke, this airline can not even cater for the people on a flight of just 4 hours, how would they cope on a lond haul flight.
There customer service is the worst I have ever known, they will not reply to you no matter what, 5 emails I have sent them without reply, DISGRACE, will I fly with them again ,,,,,,, NO WAY

EDITORS COMMENT: What is with low cost airlines not having enough food – it happens far too regularly! As for passport control that’s not really anything to do with the airline.

Flight TOM2243 on 16/07/2013 from Heraklion airport to Manchester airport with the scheduled departure time of 18:30 GMT on the 16/07/2013.
This flight arrived 16 hours and 5 minutes late at Heraklion airport.

The way we where treated was not acceptable and i believe that Thompsons have failed a Duty Of Care towards us during the delay.

When asking Thompsons staff what was happening after we were told that our flight was cancelled the following quotes were taken by myself also with video evidence that i took on my phone at the airport and throughout the 24 hour period.

When asking staff at the airport what was happening they both replied ‘i dont know i have only been working for thompsons for 3 days’.
I then demanded to see the thompsons superviser at the airport but head of operations did not want to talk. She was no were to be seen throughout this awful ordeal and only showed her face when we finally boarded the plane the day after.

It took Thompsons staff over an hour to arrange transportation to the hotel provided as there were not enough seats on the coaches and children were sitting on laps throughout the journey. I have video evidence of this ordeal and the total panic that set in.Thompsons did not control nor care and your staff let everyone smoke on the airport field and let me video the whole scene.!

When arriving at the hotel Vanisko i asked a Thomsons rep if we could have any food or water she replied ‘The hotel has no food’. Yet i have video evidence of a hotel worker eating a meal 20 minutes after. She spoke very good english when it suited and again her excuse was ‘ive only worked for Thompsons for 3 days’. Other passengers in the group had no nappies for children, everyone was hungry and your staff did not care or accomodate for this.

In the morning we were told that the coaches would arrive and take us all to the airport.
This again was very hard work for Thompsons staff as they simply could not count as only 2 coaches arrived and reps expected people to stand up or sit on laps. A Thompsons rep wanted me and my partner to sit on a different bus than our luggage was on because they filled the coaches in panic without any order. Surely Thompsons staff knew how many people they were responsible for? There were peolple waiting for extra coaches in panic as the reps had said ‘we don’t have enough coaches’. I have video evidence of Helen running around in blind panic as she did not control the situation at all. The rep later broke down on the coach in tears over the tannoy and yelled a barrage of abuse at me because i quoted her on what she was saying. Another rep also
spoke no English and just flapped about shouting in Greek which made everyone feel awkward and frightened.

When finally boarding the plane we were told that we would receive complimentary food and drink. The drink was cloudy tap water on plane and 1 and half hours into the flight we received a multigrain bread with ham and Gouda cheese..which was frozen in the middle!!!!