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“What a Farce and Let Down, Shame on you Thomson”
Review of TUI Airways (United Kingdom)


Reviewed 22 June 2018

We were booked with Thomson for a Cruise on The Marella Discovery 2 around the Aegean Sea and Greek Islands for our 60th Birthdays. We had this booked and paid for in November 2017 and my wife had been so looking forward to our first ever Cruise.
We arrived at Belfast International and checked in for a 13.40 Flight to Corfu Town where we were to board The Marella Discovery Cruise Liner at 19.00 that evening Greece Time.
There was no sign of anybody appearing at the Departure Gate even at 13.30 and suddenly our flight time changed to 15.00, then at 15.00 it changed to 16.00, then at 16.00 it changed to 17.00, then at 17.00, with no communications at all as to why it changed to 18.00. Eventually a girl from Swissport arrived up after us waiting for many hours and said anybody for the Cruise, Go Home and go to your local Tui Agent tomorrow (Saturday) morning, the Cruise will not be happening for you, but you need to go to the Local Tui Agent to see what they are arranging. The reason was apparently a Bird Strike as the flight due to take us out was landing at Belfast International. Why didn't Tui get a spare aircraft sent immediately from another UK Airport when the Bird Strike happened, after all Bird Strikes happen 1500 times a year in the UK, so it is not an Extraordinary Circumstance. Other passengers going to Corfu were told to come back Saturday evening at 22.00 for a flight to Corfu.
When we went to Tui on Saturday morning we were told they were refunding the money we had paid, we asked could we not just go on the same cruise say in September, we were informed it would only be an inside cabin with no windows and the cost was almost £2,000 each, for this cruise, we were booked in a Luxury Cabin with a Balcony, and the cost was £3200, we felt after the distress we had been put through, that Thomson would at least have found us the same type of Cabin as we had booked for this cruise, for a "soon as possible" Cruise on The Marella Discovery, but no, they could not even get us sorted with a holiday to anywhere, so here we were in June looking for a holiday. Thomson during all the time we were waiting at Belfast International never even sent a Thomson Rep to keep us updated on the developing situation, it was absolutely shameful, and even though they refunded the money, we now had looked forward in anticipation for 8 months and we had no holiday at all, shame on Tui, there is no U (YOU) in the middle, they just didn't give a toss about the distress, especially in the case of my wife, who was totally distraught. Now we find that the cruise is no longer running to the Itinerary it was following this year, it now will no longer call at 2 of the Greek Islands stops and will go to 2 Turkish ports instead. My wife has been all over the world including Turkey, and she says that of all the places she visited, the only one she would never visit again, is TURKEY, so that rules out The Aegean Cruise totally.

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2  Thank RIPMAXRAPIER
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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3,096 - 3,100 of 12,208 reviews

Reviewed 22 June 2018

We took a last minute holiday so had no reserved seats but were given extra leg room seats without charge for our return flights to the UK.
Nice, reasonably new (4.3 years) Boeing 737 which was clean and comfortable.
Some issue with French ATC which meant a slightly longer flight plan as we were routed over the bay of Biscay up to Ireland and turned to descend into EMA in Leicestershire.
Clear concise info from the cockpit, and very good customer skills form the cabin crew.
Thank you for an enjoyable flight home.
The only disappointment is the long slow tedious disembarkation from the aircraft with buses and then queuing to get into the Border Force control which seemed pretty cold when you've just coming back from a nice warm holiday abroa.
Not all of the desks were manned, the automatic passport checkers were refusing lots of people, and the surly staff seemed unhappy to be at work.

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Thank Helen K
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 22 June 2018 via mobile

We were on flight TOM071 20th June 2018 17.15 from Sanford Orlando to London Gatwick. On a new Dreamliner.
I had to leave a review because it really was the best flight ever, the Stewards and Stewardesses were amazing.
We were in the premium section which is always nice but this flight was different.
I am sorry I cannot remember the names of the stewards and stewardesses, but I would just like to say a massive thank you to you all.

It started as normal with a glass of sparkling wine and juices being brought round, and the usual safety information...... then..

One of the stewards came on the PA and it was hilarious, I can’t remember it all but it started with anyone caught smoking would be asked to leave, the stewardesses had made an effort with £5 worth of makeup but the stewards had used £10 worth. Feel free to dance in the aisles when we were demonstrated the lights on the brand new Dreamliner.
Everyone was in hysterics.

Throughout the whole flight there was great banter between the hosts themselves and clients, really funny whilst being very helpful and providing great service.
They even had to deal with a difficult customer who had obviously had too much to drink, but they did so in such a fashion that it didn’t disturb any other customers and most probably didn’t know anything was happening.

On landing my daughter was called over the PA to visit the flight deck, we have visited the cockpit before but this time it was amazing, she got to sit in the pilots seat and wore the pilots hat. We stayed chatting to the pilots and stewards and stewardesses for some time, it was not rushed and a real treat for us all, especially our six year old daughter who hasn’t been very well this year, the whole trip to Florida was a treat for her being so brave this last year and to end with such a great flight really was a fantastic ending.

Thank you again, you made the trip really special!! Please can you pass on our thanks to the staff on board the flight.

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2  Thank Johnthefence
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 22 June 2018

We got on the plane took off at normal time then when we hit France we had really bad tuberulance it was really bad the steward fell between myself and my husband he crawled up the isle back to his seat we were diverted to Athens put in a posh hotel had an evening g meal ,bed breakfast and at the airport in Athens we were given a voucher to buy a meal and drink then back into the plane to zante

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Thank heather n
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 22 June 2018

Had aisle seats but unfortunately the arm rests don't go up so it makes it more difficult to get in and out as not a lot of room. Aircraft crew were very nice though.

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Thank adriennecoombes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC