We’re constantly trying to improve our service to you, and right now we’re trying to find out how we can improve the booking process on our website. Once you decide to book a holiday it should be a painless, even a fun, process. One way to make that the reality is by making the different options easy and quick to find.
Why not have your say on how this should be done? You’re our customer after all! We’ve put together a small game that will help us hugely.
All you need to do is take a set of cards, each of which represents a piece of information you might need when booking a holiday, then place each card in one of the categories shown on screen. If you feel the categories are wrong or confusing, there’ll be an opportunity to let us know after you’ve sorted the cards.
Why not take 5 minutes to get involved?
Click Here >> http://bit.ly/holidaybooking
Hi, we’re flying to Sanford Orlando next year on the 3rd June 2013 from Manchester and really want to book extra leg room seats as we will have a baby travelling with us and we believe it gives her a chance to not get frustrated during the flight. Could you please let me know whether the seating plan for the flight will be eg. 3-3-3 or 3-4-3? And also can a baby (1and a half years old) sitting on a knee sit in the extra leg room seats of your flights? Also how much will these seats be each?
Thank you
Samantha
Hi Samantha, Children aren’t allowed to sit in our extra leg room seats so unfortunately this wouldn’t be possible for the flight. Also we only have access to our flight plans 90 days before the inbound flight so we wouldn’t be able to confirm the configuration on your flight just yet. But as you’re flying in June you should be either on our new Dreamliner plane or a Boeing 767. If you can confirm your TOM flight number with us, we can check this for you to see if we can provide you with further information on the seating.
Our flight is Tom 156/157 on the 3rd June 2013
Thank you
Samantha
Hi Samantha, The TOM 156/157 is currently set to be on the Dreamliner next year.
Hello… I am trying to book holiday flights for my boss and his family (LGW to RAK) and I’ve found the flights I want, but am not sure how to verify that these are direct flights? They are flight #606/607. Could someone help me with this?
Thanks!
Hi Elizabeth, What date are you looking to book the flights for? Once I know I can look into this for you.
Hi,
My flight is at Bristol Airport on Monday 15th October at 7am. Can you please clarify what time I should be at the airport? I have heard 2hours and 3 hours before.
Many thanks
Hi Tom, Sorry we’ve missed your post. But I hope you’re having a great holiday.
Would you be able to tell me when I woudl be able to book for January 2014 or when the brochure release date will be? Thanks
Hi Joanne, Our Winter 2013/14 holidays will be launched towards the end of the year, so please keep your eye on our website as we’ll let you know when this is launched.
i have booked a holiday for august 2013. how much would it be to change a name of one of the passengers right now?
thanks
Hi Demi, At the moment the charge to change a name would be £50 per person, this cost will increase as time goes on. If you’ve booked in a shop then please contact your Travel Agent and if you’ve booked online please call us on – 0844 871 0878. ^Hollie
We are flying to Kos in just over two weeks. The party consists of myself, my husband, our two teenage children and our ten-year-old daughter. I do not wish to pay an additional amount to book seats on the flight, as the holiday has cost us a lot already. Will our youngest child automatically be seated with one of us though, as I don’t want her to have to sit on her own.
Hi Rebecca, Our check-in staff will always try and allocate you and your family together where possible. However, as over 80% of our customers now choose to pre-book their seats we’re unable to guarantee that you’ll be sat together. ^Hollie
I have been ‘watching’ a hotel on your website and checking it daily on Trip Advisor. When I was ready to book today it had gone up by £55 per person! If I rang up to book it would it be possible for me to request the original price that I was prepared to pay?
Hi Sharon, Our prices can change and they do fluctuate. Our prices can increase or decrease at anytime, so we do always recommend that customers book as soon as possible so they avoid disappointment in the future. Once the price has changed, we’re unable to change the costing on a holiday.
Only a small point, but as a web designer who gets a little tetchy about ambiguity on web sites – your page on pre-booking seats on flights it states ” If you pay extra to reserve seats together, you’ll get to choose your seat numbers for free on most Thomson Airways flights”.
Now it may just be the usage of words, but how can you state “if you pay extra” only to follow up in the same sentence with “choose your seat number for free”.
do you pay extra or is it free – you can’t have it both ways. It is simply poor use of the English language from a major supplier, or are your web pages now designed off-shore without subsequent proof-reading?
Hi Alan, Thanks for sharing your thoughts with us. When customers reserve their seats, they’re paying to be guaranteed to be sat together and the free service is actually selecting the seats. I’ll pass your feedback on to our Web Team.
l look forward to hearing from you
Thanks Alan
can i get 1 week extre to pay my holiday off
Hi Leann, If you’re holiday isn’t paid by the balance date we’ve provided, you do run the risk of your booking being cancelled. If you’ve booked your holiday online please contact our Customer Support team on 0844 871 0878 and they’ll be able to advise you further.
Hi
If I book online can I put in a request for as high floor or a sea or pool view? I know that these cannot be guarenteed but I would like to add these but cannot see where I would enter this information.
Thanks
Shaun
Hi Shaun, If you book online you won’t be able to put any requests on at the time of booking but you can contact our Customer Support team once you have a reference number. They can then place any requests in your booking notes for you. We won’t be able to guarantee these but the Hotelier will do their best for you.
Hi there. We have booked a holiday for next August 2013. There will be 13 of us. We have made 3 seperate bookings through your first choice operator in Waltham cross (Hertfordshire). The entire holiday is costing just under £12,000. The holiday we’ve booked was highly recommend by the member of staff but since looking on trip advisor etc we are now concerned about the extremely poor reviews the hotel is currently getting. Are we able to change our holiday destination and if so what are the charges incurred? Many thanks for your time.
Hi Lisa, I’m sorry to hear you’re concerned with your holiday. You’ll be best checking this with the store in which you’ve booked, they’ll be able to look into any reports you’ve seen about your holiday and let you know whether any amendment charges will apply to your booking should you wish to change this.
Hi could you tell me how far in advance a wedding abroad can be booked.
Thanks
Hi Samantha, There’s many details involved in booking a wedding abroad so I’d recommend giving our specialist Weddings Team a call on 0871 687 0173 – as they’ll be able to advise on this.
Hi,
Me and my new wife are off to Cancun (Excellence Riviera) on the 26th and were not informed by our Thomson (booked through First Choice) travel rep that we needed to/could pre-book our seats. It was only when we went to collect the ticket book that we asked if we could reserve seats and were told that it has been available for a while already. Upon our return home, the majority (at least 80%) were ‘unavailable’ and only center aisle seats left.
We were wondering if there is any potential to get these changed on the day at check-in, or if we are stuck with what we have got?
We paid extra to upgrade to Premium as it is our honeymoon, and not being able to have window seats has taken the shine off and left us feeling disappointed as it has taken the privacy feeling away as we are now going to be sitting next to someone, because we are sitting in the middle which are in rows of three, which I am sure you can understand is not something you want on your honeymoon.
We are even willing to pay a fee to have them changed
Any advice you can give will be gratefully appreciated.
Thanks,
Danny
Hi Danny,
If you book premium seats, you can select your seats 90 days before your inbound flight, however this doesn’t guarantee you’ll be sat together. It’s only our prebooked seating option that guarantees your party will be sat together on the flight.
I’m sorry to hear you weren’t informed of when the seating plan opened when you made your booking and I’d recommend raising this with the travel shop you booked with.
You can ask at check-in if there is a chance to change your seats, however I’m unable to guarantee that this option will be available. I’m sorry for any disappointment this has caused.
Looking to book flight only to Cancun for July ’13 – with total cost including premium cabin of £2100+. Is there any way that we can book these with deposit only then balance – If I booked a total package costing less than the flights I can pay deposit only, so why not on over £2000 of flights?
Hi Steve, If you book a flight only or accommodation only, we require the full balance of the holiday at the time of booking. The deposit option is only available on package holidays outside of 12 weeks. I hope this hasn’t caused too much disappointment.
I booked my holiday back in January, unfortunately due to unforeseen circumstances had to change the date by a week, this was done in February. I paid the £70 administration fee and was assured the holiday complete with extra leg room seats (essential for my 6’5″ partner) would be booked as well. When i received the paper work there was no mention of the extra leg room seats so i rang the branch, (Long Eaton) i had booked at and was assured they had been booked. When the next set of paper work came through there was again no mention of the seats yet when i rang they assured me they had been booked. When i paid the final balance i asked Sue the manager and she again said yes everything was exactly the same as the initial booking. We collected the tickets this Saturday and no mention of extra leg room when i rang the branch they admitted that no extra leg room seats had been booked. We fly on the 6th Oct. We went back to the branch where they blamed the booking agent who transferred it across and said that only one extra leg room seat was left and would i mind sitting behind my partner. We did not feel this was acceptable as we had booked two extra leg room seats together well in advance of departure and due to their mistake they had not been booked. We explained that we did not feel that we should be ‘downgraded’ for their mistake. They said they would contact us today (monday) to see if they could arrange something. Today when they contacted us they attempted to place the blame on myself for not alerting them, this is a complete fabrication as i had contacted them twice regarding this. Their manner has been very unhelpful and at times rude. Me and my partner are going away for his 30th and booked with Thompson platinum as we felt this was a reputable company and we would be garunteed a good experience. This has completely tainted it. Who wants to spend a 10 hour flight sitting behind the person your going with. It if was a budget airline then you could expect it but surely not with Thompson! We fly in less than 3 weeks and i would like some kind of resolution before we go. I really hope you can help.
Many Thanks,
Naomi Mallows.
Hi Naomi, I’m sorry to hear about the issues with your seats in regards to your booking. I’ve checked your booking reference as well, and I can see that the travel agent has been speaking to head office in regards to your booking to help solve this. If you’d like further information about this, or if you’d like to discuss this further, please contact the Travel Shop Manager who should be able to assist you.
Hi. When trying to book a holiday online when I get towards the end I repeatedly get asked to ‘enter a valid address’ and end up having to book by phone. There are not enough lines for me to enter my full address. This has happened numerous times including all three cruises that I have booked this year. Any ideas why?
Hi Ann, I’m not aware that there’s been an error on our website, however thank you for letting us know. I’m not sure why this is, and I’m sorry for any inconvenience caused to you by this. I’ll forward your feedback onto our Web Team so that they can check this.
I have a holiday booked for Oct 2013, I wanted to change the hotel only and to keep the rest of the holiday the same only to be told I couldn’t just change the hotel but would have to cancel the holiday at a £50 per person charge to re-book a new one and I would loose the premium seats already booked at £250 per person to have to re-book and pay an extra £20.00 per person (£270) as the premium seats have now gone up. All I want is to change the hotel why am I not able to do this?
Hi Josie, When you amend any part of your holiday, the booking has to be cancelled and a new reference number is generated. Unfortunately, with the system we use there is no way to just change one element of the booking without cancelling the old booking down. When the booking is re-made, if any of the extras increase in price, the cost must be covered by the customer. I’m sorry for any disappointment caused by our amendment policy and hope that this has now clarified your query. ^Hollie
Hi there, just a quick query, have just paid £140 for extra leg room on our trip to Mexico and is has all been confirmed on my booking information which is fine. I don’t have to now go onto ‘Select a Seat’ do I? Only I was reading part of your website and it said that we could book extra legroom and would then be given the select your seat option – but obviously I have no idea which seats are those with extra leg room and this would be a further £30 to pay. I’m assuming that its is only the £140 we pay and the airline then decide where it is we end up sat regarding extra legroom.
Thanks in advance!
Hi Emma Louise, When you book extra leg room seats with us, you do have an option to select your seats free of charge as well. You can select your seats by logging into the Flight Extras website – flightextras.thomson.co.uk, 90 days prior to your departure date. I hope this helps.
I would like to know how to prebook seats for a flight that was arranged through lowcost holidays.com pls
Hi Christine, Please contact our Thomson Airways Team on 0871 231 4787 who’ll be able to arrange this for you.
hi, we were looking to book up for our honeymoon in june 2014, when can we do this? as online we can only book until next summer.
thanks
Hi Lj, Our summer 2013 holidays were available around April this year so they usually get released around a similar time every year. So keep an eye on our website next year around that time for your summer 2014 holiday.
I’m struggling to access the Select My Seat function online, seems to have been down for a couple of days, any reason for this or update on when service will resume?
Another query too please, how do I submit a special request as part of my booking?
Hi Louise, If you want to send your booking reference and the request, I’ll add this for you.
Hi Louise, I’m not aware of any problems with this online. Are you using the flight reference number to log in and is it 90 days before your return date? You’re able to ring the Thomson Airways team to on 0871 231 4787 to select your seats if you’re still having problems.
Thanks Kirsty, request is for high floor and kingsize bed (rather than two doubles), can you please omit my booking reference is this comment is to be posted, just for security, thanks.
Hi Louise, I’ve added your requests onto the booking for you. Please be advised that we can’t guarantee these, however the hotelier will try their best to meet such requests. I’ve also edited your comment and removed your reference number.
same as you . can’t book seat due to technical difficulties it tells me.
This been going on for couple of weeks now. Each e mail takes 5days to get a response.On third email now. They keep telling me it should be okay now.I keep replying no it isn’t.
Hi Maurice, I’m sorry to hear that. Can you send us your reference number please so that we can check this for you?
we booked with Thomsons for a 4 adult apartment then found that 2 of the sleeping arrangements were fold out ARMCHAIRS and that people on trip advisor had not been able to use them, spoiling their holiday. We have today sent 11 emails but it seem that NO ONE at Thomsons has any interest we only get automatic replies. I have requested details where I can contact a Director as no one seems to be able to resolve the issue and when they did reply they just automatically closed the complaint. I have asked who is there external quality UKAS auditor so that I can complain but again. No information,resolution,help,contact with people is forthcoming. After nearly 20 yrs with Thomsons there quality holidays has deteriorated, time to review our carrier.
Hi Dave, I’m sorry to hear that you haven’t received a reply to your emails. Did you get a ticket number and an acknowledgement when you sent your complaint to us? ^Hollie
I would like to book a 3 week holiday in a hotel in marmarus for july 2013. when i try to do this it comes back “dates not available” but when i put in a 2 week holiday the dates are always available
Hi Diane, It’s not always possible for us to put our 21 night holidays on our website so the best people to speak to would be our Repackaging Team and you can ask to speak to them when you call through on 0844 871 0878.
I have booked my flights on line. Do I need to check in on line or do I just need my reference number when I go the airport.
Hi Jeanette, We don’t offer online check-in so this will need to be done at the airport. You’ll need to print off you confirmation to take with you.
Why is it not possible to check-in on-line for my holiday tomorrow?
Hi Karen, Unfortunately we don’t offer an online check-in service and this is why you wouldn’t have been able to check-in online.
2.9.2012 Almost always holiday with Thompson, first time I have had cause for complaint.
Travelling to Cuba on Sept. 10th 2012 with my sister.
Booked on Friday 31st so I appreciate it is last minute. Wonderful service from Bobby in Glasgow and from the lady who ‘phoned the following morning. Also from the gentleman I spoke to at Thompson Airlines. Thankyou.
However, I am very upset and disappointed that, having paid over £500 hundred pounds extra ~ about a quarter of our holiday cost ~ for premium seats, my sister and I will be seated in rows 6 and 9 on the way out and rows 1 and 9 on the way back. I had booked premium as a surprise for my sister , who has not been well and has not flown long haul before. I appreciated that we might not be sat next to each other at such short notice and this has happened when travelling with my husband, when we were seated behind each other. Nevertheless it did not occur to me that we would be seated so very far apart for an almost ten hour flight. Not a good start to a holiday which we badly need and about which we are far too over-excited!
Almost always holiday with Thompson, first time i have had cause for complaint.
Travelling to Cuba on Sept. 10th 2012 with my sister.
Booked on Friday 31st so I appreciate it is last minute. Wonderful service from Bobby in Glasgow and from the lady who ‘phoned the following morning. Also from the gentleman I spoke to at Thompson Airlines. Thankyou.
However, I am very upset and disappointed that, having paid over £500 hundred pounds extra ~ about a quarter of our holiday cost ~ for premium seats, my sister and I will be seated in rows 6 and 9 on the way out and rows 1 and 9 on the way back. I had booked premium as a surprise for my sister , who has not been well and has not flown long haul before. I appreciated that we might not be sat next to each other at such short notice and this has happened when travelling with my husband, when we were seated behind each other. Nevertheless it did not occur to me that we would be seated so very far apart for an almost ten hour flight. Not a good start to a holiday which we badly need and about which we are far too over-excited!
Hi Janette, As our seat plans do open 90 days before the return date, customers can access the seating plan, and select their seats. This can sometimes mean that in the Premium cabin, odd seats maybe left, and seats next to each other aren’t available.
Apologies for the double post, the site wasn’t working on Sunday. Would be good if there was a way of checking available seating BEFORE booking, particularly when upgrading is so expensive. I would not have chosen this holiday if I had known about the seating. I wouldn’t imagine that many people travel on this type of holiday alone, surely there must be a slightly better way of organising this. If you read my comment you will see I am not upset that we are not sitting next to each other but that we are seated so far away from each other. This is truly spoiling my anticipation of this holiday and making me a little anxious, whereas normally by this time I would be at the constant ‘daft smile on my face’ stage! I now think I will have to tell my sister about the ‘upgrade surprise’, as she is more likely to be disappointed than thrilled.
Hi Janette, The seating plan is only available for us to see as well 90 days before your return. As seating like Premium and Extra leg room only have a certain amount then people do book these a lot in advance. The only seating that guarantees you are next to each other is the seating together option. Any others don’t guarantee this and will then have the select a seat option subject to availability.
Last comment: We booked well after the 90 day return. Surely, at that time, it should be possible for the tour operator to view the seating, rather than travelers waiting until after they have booked and paid, at which point they have no option but to accept what they are given as it is then to late to cancel their holiday. With all the expertise at the company’s disposal, there must be a more satisfactory way of arranging this aspect of a holiday, which for most people is the highlight~ and often the most expensive part~ of the year.
Hi Janette, We do appreciate the suggestions you’ve shared with us and I’ll make sure these ideas are passed on to our Web and Airline Teams.
Thank you for your help – we will keep looking.
please HELP i’ve accidentally booked myself as ‘MR’ instead of ‘MISS’. I called thomson and they want £35 to ammend it! Its not changing a person just a title i dont understand it. will i get away with not changing it. any ideas? i dont know why the title even matters! i’m traveling in 3 weeks, talk about making money out of a genuine mistake.
Hi, Can you send us your reference number please?
THIS IS THE SECONG REQUEST THE FIRST YOU HAVE REMOVED WHY???
I have paid for extra leg room for my wife and I fliying to and from Poto Santo 10th September. I received an email asking me to book the seats I required but on looking at the seating plan there are only two extra leg room seats available but not together but on the same row.I contacted yourselves and was told not to worry as the seats in between us had been blocked for the airlines own purpose and would be made available for us. The return flight only showed one seat with extra leg room available however I was told by the representative I spoke to that she would put a check in request for two extra leg room seats together.I must admit that this is stressing us out. I certainly need the extra leg room thats why I paid for it and now I cannot be convinced that they will be available. The last thing I want is to have an arguement about this at the check in desk. Could you please sort this out and reply confirming that the extra leg room seats for travelling to and from Porto santo together will be available.This is urgent as departure date is close.
Hi Bernard, I can see the comments which you’ve placed on our blog and we’ve not deleted any of these. I can see that you’ve posted the same one a couple of times so I’ll need to remove these, and just leave this one on the page. I’m sorry if you’ve had any issues with your seats. If you’d like to discuss your seats, please contact our Thomson Airways Team on 0871 231 4787 who’ll be able to look into the seats for you.
I’d love to make a comment on your booking process, if I may. Now, I’m not one to moan, but when I read ‘Once you decide to book a holiday it should be a painless, even a fun, process’ I really couldn’t help myself.
When booking our honeymoon online, there was not enough room to complete my wife’s sir name on the online form. I knew I’d need to call to amend it but didn’t get around to it for some time. Upon calling customer service to ask them to take the full name, they informed me that they’d make a note on the account but that they too were limited to character space and would be unable to add the full name (so not quite a name change,I’d say). However, they’d like to charge me £25 for the pleasure. After much debate, I agreed to pay the £25 as I didn’t call immediately (within 24 hours). However, I also noticed that we’d mistakenly inserted Mr instead of Mrs. A simple change, you’d think. However, I was informed I would need to pay an additional £25 to amend this, too. That’s £50 for a name change , all on the same call. That would seem a little excessive, do you not feel?
We haven’t been on our honeymoon yet, but it’s safe to say that this sort of treatment and inflexibility doesn’t bode well. We’re incredibly disappointed with the way in which this has been handled and of course, the excessive penalty.
Today, my experience with Thompson has been anything but fun. I have been left dissapointed with your service, having paid £1400 for the pleasure.
Hi Adrian, Unfortunately in some cases, customers may not be able to fill in their whole surname on our website. In this situation, we’d make a note on the booking of the full surname but we wouldn’t charge for this. We’d only charge if the surname was spelt incorrectly so we were physically changing the name. I can also confirm that we do charge for title changes and all these charges are detailed in our terms and conditions which customers have to tick to say they agree with before their booking can be processed. When customers book online, email confirmations with the booking details are sent out within 24 hours so we ask customers to check these straight away so they can call us if they’ve made any errors at any point of the booking process. As it gets closer to departure, these admin charges do increase.
If you didn’t make a change to your wife’s surname and only asked for the whole name to be added as a note on the booking, I’d recommend calling our Web Team on 0844 871 0878 to discuss the admin fee you were charged.
Thanks for taking the time to share your comments with us.
we have ben on several thompson holidays and always book the reserved seating. why cant you provide an express booking in desk for thoes who have paid for this service or we would be happy to pay extra for this service
Hi Robert, Thank you for your comments and feedback. I’ll pass this feedback onto the relevant team.
Thank you. reference number
Hi Irene, I’ve just checked with Thomson Airways, and they’re aware that the seating plan hasn’t opened as of yet. They’ve advised that they are trying to load the seating plan onto the system as soon as possible, and would advise that customers should keep trying to access this.
Another week has gone by and would you believe the seating plan is still not available. One has to ask – is this flight happening?!!! Does it take so called professionals this long to load a seating plan on the website. They must be doing lots of them every day. Are other flights having problems as well?
Hi Irene, You can call the Thomson Airways team if you’re having problems with the seating plan on 0871 231 4787. As my colleague advised, they are aware of an issue and ask to keep checking back.
Booked holiday Friday 24 August and not yet recieved conformation email could you inform me of process please.
Hi Steven, Have you got a reference number?
Its less than 90 days until our return flight by a week now and we still cannot select our seats. All seats are marked with a red cross and it says no seats available. I’m not spending more money just to go into one of your shops.
Hi Irene, Can you send us your reference number and I’ll check this for you.
if I send my reference number, It wont appear on this page will it.
Hi Irene, We’ll edit it so it can’t be seen.