A bit miffed about my Thomson booking - Beware!

2007-05-18 18:20:59

After a lot of deliberating over whether to stay in a hotel or book a private apartment I decided to book the Bali Hotel because there would be more to entertain my grandson. I booked online with Thomson 12 nights H.B. at the Bali for myself, my daughter and 7 year old grandson (£953) I paid in full at the time of booking - I thought this was strange as usually I only pay a deposit and the balance a few weeks prior to departure. It wasn't until after I had paid that I realised I wasn't 'asked' if I wanted in flight meals so the next morning I telephoned Thomsons. I was holding on for over 15 minutes and eventually a young man answered. He put me on hold for a further 3 minutes - came back and said Yes I could have the meals - he took my card details and put me on hold again! Eventually he came back and said everything was fine. During the time I was holding on I was looking at my booking on the Thomson website and I couldn't see any mention of coach transfers from the airport to the Hotel, so I asked him about it and I was shocked when he said because I hadn't booked a package holiday, transfers were not included!! I thought he was kidding!! Unfortunately for us, he was serious!! It would seem I have booked a "Build your Own Holiday". Don't know how I managed that, all I did was go into their website, enter the dates I wanted, the place and hotel I would like and up came the holiday I eventually booked plus a further 3 pages of other hotels in the area. I wouldn't like anyone else to make the mistake I have made. Now I will be arriving late at night and apparently the taxis only take 2 people so we will be split up and I don't really relish the fact!! I can't believe that when I have booked a Thomson holiday and flying with Thomsonfly that they will not allow us to board the coach that is taking other holidaymakers to the Hotel Bali. Does this make sense to anyone out there? Am I making a mountain out of a molehill or what? Oh and also - I don't get paper tickets - I received an email about 2 hours after I booked and I have to print this off and take it to the airport and the hotel. There are 2 different reference numbers, one for airport and one for Hotel!
So can anyone tell me if they know of any taxi company in the Costa del Sol area that I could book a People Carrier to collect us from the airport on arrival? Or do you think I could contact the Bali ( I have an email for them which I found on the net) and see if they have a 'taxi' service? I don't go on holiday until September, so I have plenty time to find transport but this has really bothered me. After I paid for the inflight meals I was told that I would receive another updated email - that was 7 days ago and there is still nothing. Has anyone else had this trouble or am I a pratt? No, I don't think anyone should answer that!

tonyadams78

2007-05-18 19:00:47

Fare comment.

Hi PABS. The airport taxis hold four. Fare to the Bali should be 20-25 euros, dependent on how late you arrive.

AguilaMike

2007-05-18 19:23:38

Bali

As you leave the baggage reclaim area at Malaga airport and enter the public area, turn to your right and head for the nearest exit. The taxi rank is just outside those doors. The vast majority of taxi's are standard saloon/estate cars that carry 4 passengers (+driver). There are also a small number of UK-style 'black cabs' (which are actually white) that carry 5 passengers.

As Tony wrote, the fare will be 20-25 euros depending on your arrival time. There is a surcharge after 10:30pm.

I can see the Bali from here. It is getting a fresh coat of paint on the outside !

palmtreesandblueseas

2007-05-18 20:01:45

Thanks Tony & Mike. Actually I do know the area quite well, my late husband & I owned an apartment up in Arroyo. If I remember well (it was about 15 years ago) there was an apartment block called Aquila near ours - ours was Aries - is Aquila your apartment Mike? Glad to hear the Bali is being spruced up!! Anytime we went over to the Costas we always had someone pick us up and we used a Hire Car. Like I said it was a good few years ago so I really had no idea about the taxis. It was on Thomsons that I read the taxis were only for 2 people. You have made me feel much better now! Once we arrive and collect our luggage it will be about 10'ish so we might just 'beat' the surcharge! Many thanks again - I still think Thomsons have lost the plot though!!!!

Chivas69

2007-05-18 20:37:05

I'm sorry to hear whats happened.
Have you tried entering the details in again for the full package to see if theres any difference in price? If there is no difference then I'd get back on the phone again and tell them you can get the same holiday WITH transfers for the same price!
We are going to the Bali at end of July and we got a free child place! I'm wondering if this would have applied if we'd gone the flight and accom route!
If you post the actual date and no of days/ airport I'll look for you if you like!

mrnkar

2007-05-18 20:52:34

This has happened to a few people since Thomson changed their website. They all think they are booking a package and there is nothing to suggest otherwise but in fact is a Build your own holiday as that is the first one that comes up when you go into the site and not the normal package ones that use to. I think people need to complain about this and get them to either change the website or make it quite clear what people are booking. Karen

Chivas69

2007-05-18 20:54:58

I've just had a quick look and the site is terrible!
I jst went through the motions to book a holiday and after I've ticked the insurance bit it won't load the next page and just keeps saying'meals are not available on this flight' There is nowhere to even ask for a meal and it just keeps throwing me back to the insurance page!

rebel

2007-05-18 21:47:31

so sorry for you.the taxi is about 25 euros i pay 26 to my place some have paid 27?.Dont let them get away with it.

Jay Trip

2007-05-18 21:54:50

post subject

If you fly on a Thomson flight they usually let you be transfered on their bus for a fee.You have to book this.

laudan

2007-05-19 08:03:31

I had the same problem when I booked a holiday for my mam to Benidorm. I clicked on holidays at the top of the web site and booked what I thought was a package holiday. It was not till the email came through that I was told that transfers were not included. When I rang to query they said I had done a "build your own" and they would not even let me pay extra to get on the bus they simply said transfers were not available. They did say I could cancel but I mamanged to get them transfers at a reasonable price so they still went. I book all my holidays over the net but as a package, there web site is very misleading.

mrnkar

2007-05-19 09:44:50

Just noticed if your put Thomsonbeach instead of just Thomson it brings up the normal package page like here: http://www.thomsonbeach.co.uk/th/beach/getHomePageBeach.do Karen

palmtreesandblueseas

2007-05-19 15:50:16

Many thanks to all of you! I felt much better last night after being told that the taxis will take the 3 of us together. I can't tell you how much it bothered me if we had to be split up and take 2 taxis.
I thought at first I had made a mistake booking the holiday on the web - but I have booked several holidays (not with Thomson) and never had any bother. I have emailed Thomson 4 days ago and have not received a reply. They keep you holding on so long when you try phoning and I have no doubt that they won't even entertain me when I ask for the transfers so I doubt if it is worth it. What I will do a little later on is contact the Bali and make sure they have my reservation - just for peace of mind if nothing else. I don't know about you but I like to have tickets - not printed off emails to take to the airport and also use for the accomodation. The way all this is going I wouldn't be surprised if they refused my Grandson entrance into the Kids Club. Believe me, that's when World War 3 will break out -'cause I'll go nuts :evil:

!! Maybe we should all get together and bombard Thomson with our grievances regarding their website!! Thanks again to you all

Chivas69

2007-05-19 17:43:14

Well if I were you I WOULD ring them, after 6 as it's cheaper, and especially ask about the kids club as usually you only get it when booking the package!

Also I think hotels don't actually get the information from Thomson about guests until 2 weeks before the travel date so I doubt the Bali would have your reservations! I could be wrong though, maybe they do have your info because it seems you're on a do it yourself type!
Chivas

doe

2007-05-19 19:39:56

Only just seen this thread as its not a forum I'm normally on. Just wanted to sympathise with the original poster. Thomson seem to have made a real mess of their web-site. It used to be straight forward. To book a package now you seem to have to click on something called :roll:

'the whole shebang' :roll:

If you book through 'just the bits you need' I think you are probably booking a DIY and are therefore not covered by the package tour regulations. But because it's Thomson it makes you feel like you are booking a package holiday. Live and learn I guess.
Doe

laudan

2007-05-19 21:42:12

As I said earlier when booking for my mam I had the same problems with the transfers. To put your mind at rest they are on holiday now and everything has gone great. All they had was the email with one booking reference for the flight and another reference for the hotel. They collected the tickets no problem at the airport and there hotel room was reserved. (I did email the hotel for a pool view and they got that too) I phoned Thomsons on several occasions trying to sort this out and was assured that they would have the Thomsons reps for help if any problems. Thomsons need to change there web site, if you click on a tab that says holidays you expect to book a holiday, and if transfers etc are not included you should be informed before you confirm your booking.
Im sure you will have a great holiday.

mrnkar

2007-05-19 22:00:16

Just remembered something Laudan came across after she had booked and I was trying to figure out what she had booked, some of the Holidays booked this way do in fact include coach transfers. I have just checked so it is even more confusing. Karen

palmtreesandblueseas

2007-05-20 13:01:22

You are dead right Mrnkar! Last night I went back into the Thomson website where I booked the holiday. I used the same dates etc but put in 14 nights instead of 12 (we are going for 12 nights - I hate having to come home from holiday and have to go straight back to work!) The very same holiday but for 14 nights has coach transfers. I also noticed that all the other hotels that came up for 7 or 11 or 12 nights also had coach transfers. My flight is with Thomsonfly and so are all the other flights so I just fail to understand how my holiday has no transfers. My hackles are up now :evil:

- Yep! I think I'll phone them on Monday. Their phone lines are only open from 9 -6 Mon - Sat. Chivas said phone before 6 it's cheaper but no chance of that when they close at 5pm. I've just noticed that their lines are open today so I might give it a go now - I'll let you know how I get on - I don't hold out much hope though!

Chivas69

2007-05-20 14:42:03

In the back of my Thomson book it says
To book call 08705502555
lines are open 8am to 11pm & weekends 8am to 9pm!

palmtreesandblueseas

2007-05-20 18:13:06

The Telephone No's I have are : Before Booking 0870164 9012 Mon - Sat 9 -18.00 Sun 9 - 1700
Already Booked: 0870164 9013 Mon - Sat 9 - 1800hrs.
Ifyou ask me their whole website is extremely confusing. The webpage I eventually booked on showed a list at the top. One of them was Holidays - which I clicked on. Next to it was - Build Your Own - I never touched that, but I still ended up with that type of holiday!

steve-mcr

2007-05-21 14:51:51

Sorry folks I've got to stick up for Thomsons on this one. I don't think the website is that bad! I obtained a quote for a package trip through their website for me and my girlfirend. The cost was about £850 and included meals on the plane, coach transfers etc. I then tried booking through the 'Build your own holiday' section of the site adding meals, taxi transfers and it came out at just under £600. Its saved us a lot of money which means more for food and drink so I know I'm going to be biased but I found it pretty clear what type of holiday I was booking and would definately book through this site again.

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