If portland wont let you, you should be able to upgrade with the hotel. I would email them because often its cheaper to do it that way .

lyn

Although they both come under TUI I'm not sure how it works.

I have noticed before for example the same hotel on the Thomson's site and the Portland's may have different choices of room with the Thomson choice being much larger than Portlands.

Also the same hotel in each brochure might be offered as 'Platinum' with Thomson but not with Portland. Platinum gives free 25 kilos of luggage, priority check in etc.

Perhaps you should email them if you want peace of mind on getting it sorted before you go.

You will probably find it is something as simple as them not having the A/I upgrade price on their system Ed. surely they could at least make some enquiries for you , then again I suppose it would largely depend on you getting through to someone with the brain needed

lyn

Presumably the reason you booked via Portland rather than with Thomson in the first place is because the price quoted on the Portland website for the holiday was lower? What exactly does it say in the brochure or on the website? I think you've only got a the chance of a case if it definitely says in the Portland brochure or on the Portland website that you can upgrade to AI and quotes a price for this.

Personally if it had been me, if I couldn't book the AI upgrade on the website at the time I wouldn't have booked the holiday without further investigation about why the website wouldn't accommodate this request - it would have suggested to me that it wasn't available under the Portland 'brand' but then I do accept that hindsight is a wonderful thing.

SM

You are right the reason i did book with Portland rather than Thomsons was the price difference.

But also by booking on the internet with Portland you do not have the facility of putting in request ie high floor etc etc , but it does state on the description of the hotel in Portland broucher that certain facilities are not part of your inclusive package !!! so i just assumed it wasnt showing possibly a glip on system and i could add it on when i phoned the next day to put my request in .

I have now phoned 2 times answer's as follows

1: We have to email another department and we will get back within 24hrs - still waiting took persons name and asked for a direct number as this had took me nearly an hour to get through to someone.( Direct number was unobtainable!!!!!!!!!!!)

2: Yesterday afternoon phoned again to see if they had a response the email asked for the person I had spoke to the day before first of all no one there by that name , then was put on hold and told the person would ring me back in 20mins!! I also took this persons name who I was speaking too and he assured me he would speak to a supervisor and ring me in an hour A: to make sure first person had phoned me
B: Also an answerer to the upgrade !! Still waiting.

I will phone again this afternoon I know this is not the end of the world people have worse problems to contend with

Also I have emailed the hotel direct but no reply as yet.

true it's not the end of the world but it shouldn't be happening! Too often we are told we'll be called back and never are!
Then you have to ring up again and explain the whole thing over and over again! It's as though they can't make a record of your last call!

shouldnt happen all down to crap customer services
really annoys me when they say i will ring back and dont
wouldnt happen face to face would it
bloody call centres

Just curious what makes you think you can insist on the AI upgrade.

Even though Thompson own Portland they are still separate companies.

Buying a holiday is just like buying a car.

It might say Ford/Vauxhall etc over the door but each dealer trades in their own way with their own separate offers/deals.

In your case whilst Thomson and Portland are part of TUI they each trade as separate companies and each have their own offers/deals.

fwh

The reason I am asking not insisting is that it states in the Portland Brochure on the hotel description certain items are not included in the AI package !!!

In your origonal post you said insist

Sorry stand corrected

Ok thanks for that Ed. Now lets concentrate on your request.
Please let us know when you have spoken to them Ed.

Kath x

If the Portland book says 'some things are not included in the AI' then it's their fault for getting the description wrong or giving the wrong information! Whether they can gice you the AI is another matter!

I used to work for one of the "big 3" UK tour operators up until just before I came to live in Cyprus.

We had one "mainstream" brochure which encompassed all the holiday destinations plus a couple of other brochures/companies, one of which was an upmarket brand and another, which was a direct booking brochure and not available in travel agents offices.

Although each of these brochures often featured the same hotel in the odd destination/resort - the hotels were contracted by a different brand or contract manager. The price per room, views, room amenities etc could all vary slightly and because one brochure offered one thing - it did not necessarily mean the same would be available with the sister company brochures.

Thomson offer their holidays via travel agents and Portland only offer direct booking so it's possible they may work similarly to the company I used to work for. However, as suggested earlier - you may be able to upgrade directly with the hotel - either in advance or on arrival. Most hotels offer an upgrade at the reception and you may often find it is cheaper than with your tour operator.

cwb

Thanks for all your replys

I spoke to Portland again last night and they are still awaiting a reply to the email they have sent. Once they get a reply they will let me know by phone !!!

One more thing!

I'm sure the big holiday companies offer a price matching promise! So if there were any difference in price they would match it!

Portland normally dont Chivas, as they are a direct sell arm of Thomson (hence lower costs (allegedly) by cutting out the middle man).

Kath x

Thompsons will normally match any cheaper price you have found! Cruisedeals/Thompsons/Portland are all part of the TUI group, I gave Thompsons a price last week for a cruise & stay, Cruiedeals were offering it £150 cheaper. Thompsons matched it! I didn't realise that this happened, it is someone I work with, he is a seasoned cruiser who told me to haggle. As long as the price you quote is genuine, Thompsons are true to there word.