Firstchoiceholidays Reviews 27

I booked my holiday over a year ago and due to my own extenuating circumstances needed to change my booking. The cancellation/amendment fee was massive, but it wasn't down to First Choice, it was my problem. However, they have bent over backwards to help me and I could not be more happy with them. They have guaranteed me continuing to use them for many years.

Took me 5 attempts to get our ATOL certificate for our holiday. Made me very suspicious. Kept telling me it was on its way.
Finally received it after 6 weeks❗️

We have had many holidays over the years with First Choice but we have decided to start looking at other holiday companies after very poor customer service. We booked a day trip with them which was very poor value for money. The worst day trip we have ever had. The response from them took many weeks with me often having to chase up a reply before they finally advised me that, although they would feed my comments back to staff, they would not give a refund at all. Not even a part refund which was all I was expecting. The reason they gave was because I reported the problems directly on our return instead of actually on the holiday. I do not think this is fair as it did not take away the fact that the day trip was very poor value for money.

Ive just received a reply from Firstchoice re my complaints regarding the worst holiday of our lifetime, they Thomson-Firstchoice have taken no heed of our total disappointment of the so called holiday they provided, it was only marginally better than a holiday I took as a teenager at a Butlins Holiday Camp, the tatty so called bungalows were located among'st hundreds of screaming children ( just in case you are wondering we've done the children/grandchildren stint) loud music until late, a bun-fight at the one restaurant for 800 plus people, I could go on but It hurts me to remember the cost of a week wasted in misery. do not believe their descriptions and avoid them.

An update from First Choice.

Someone in the store has apparently investigated the person in the store who is "in charge", and found that she was telling the truth.

Thank you for taking the time to email us about your recent experience and I’m sorry that you’ve had cause to contact us on this occasion.

Holidays are something we all look forward to and with this in mind, I understand the disappointment caused when things don’t go to plan/meet you expectations, especially when you’re yet to travel.

To summarise the points you’ve raised, you mentioned that after booking your holiday you noticed within a few weeks the costing had changed and in this instance had decreased.

I’ve taken the time to look into your points and also spoken with the Travel Advisor that assisted with your booking and also with Jessica who you spoke to on the 8th march. I can confirm that all the information she gave you was correct and to explain further, the prices online are fluid and subject to change at any time, this is monitored by head office and prices change due to supply and demand.

I have re-checked your holiday this morning and can confirm the costing is currently at £3445.00

In light of your email and disappointment of our booking conditions I am happy to offer you a full and final gesture of goodwill of £100;

Yours sincerely

Karen

Well thank you Karen!

My response






















Hi Karen,

First, many thanks for your reply. Are you also reacting the letter below sent to the directors? (I wanted this to be addressed by someone not based at the store).

Could you please advise your position within the company?

I feel I still have a point to be addressed. Maybe read the letter below. However, your statement, cut below, is not really in question.


"I’ve taken the time to look into your points and also spoken with the Travel Advisor that assisted with your booking and also with Jessica who you spoke to on the 8th march. I can confirm that all the information she gave you was correct and to explain further, the prices online are fluid and subject to change at any time, this is monitored by head office and prices change due to supply and demand.

I have re-checked your holiday this morning and can confirm the costing is currently at £3445.00".


My issue is that I could have cancelled my holiday, rebooked with your company and saved £324. The time it took waiting for the manager to ring me back after my query actually cost me £324. Because in that time your fluid pricing policy had moved again. I believed I was dealing with a reasonable company?

Or are you saying, like Jessica, that I'm lying and that the holiday was never £1338 plus room upgrade of 201 plus leg room £90

Total cost = £2964
Cancellation = £500
Net saving = £324

My understanding is that legally you need to keep a record of all price changes you make. So can I please request a statement of these changes since initial publishing of prices in your brochure?

I reality, I don't even want the money, just use it to upgrade me to Diamond club or Hideaway Section of the same hotel.

The principle of the matter is that I have now been called a liar by 3 people and you throw £100 good will gesture at the situation. I think that is poor customer experience.

Best rgds

paid £8000 for a holiday and been messed about totally
indian call centre of no use
total farce

Having booked a holiday for over £2000 pounds had cause for serious complaint on return. Submitted complaint and after three months (time limit should be 28 days by law) was offered £100 travel voucher ! Why on earth would I want to travel with them again after first experience! Appealed first complaint with request to review, Not heard a thing, local Manager (South West) arrogant and rude and more than happy to take the money but not the least bit interested in after care of his clients. Would not travel again with Thomson or book through First Choice ever again !! Am getting married in Mauritius later in year with 20 guests flying out with two weeks accommodation - guess who we WONT be using !!! Their loss I am pleased to say of about £30,000!!