Update For Customers Travelling On The 787 Dreamliner in May and June
Thomson Airways regrets to confirm, in the absence of a delivery schedule from Boeing, we have taken the decision to activate our contingency plans and switch customers booked on the 787 Dreamliner in May and June to alternative planes.
Our dedicated customer service team is in the process of contacting all customers impacted to inform them that they will now be travelling on Thomson Airways 767 long haul aircrafts, which have premium cabins.
We understand how frustrating and disappointing this news will be for those customers looking forward to flying on the 787 Dreamliner, we too are equally as disappointed that Boeing were not able to confirm a delivery date for us but unfortunately these circumstances are out of our control.
We would ask those customers who have booked through an agent to visit the local travel shop they booked with to discuss their booking.
For those customers that booked their 787 Dreamliner holiday direct, either via the Thomson and First Choice website or our call centre, a dedicated telephone line has also been set up and they can call 0800 0723 829 to speak to an advisor if necessary.
We will be refunding or crediting customers’ bookings with the supplement they have paid to travel on the Dreamliner.
For those travelling in Premium, as the legroom is not the same on the 767 as it is on the 787 Dreamliner, an additional £80 will be given as a gesture of goodwill from ourselves to recognise the disappointment of not experiencing the Premium Club within the 787 aircraft.
No decisions have yet been taken for flights beyond June as we still have not received a delivery date from Boeing. We would like to reassure customers that we have contingency plans in place to ensure our holidays in July and August still go ahead. Customers travelling on these dates would be switched to alternative aircraft and the same customer policy would be in place. We will inform customers if necessary, as and when we have a delivery date from Boeing.
As a company we are continuing to work closely with Boeing and remain confident in their ability to resolve the issues that have recently arisen with the 787 Dreamliner.
cant be helped… i am not flying on this until jan 14 but if had to change no big deal
We are booked in the Premuin class on 20th June will we still get Premuin on the other plane
Hey Jessie, We will look to reallocate all 787 Premium Club passengers to a 767 Premium Club Seat.
we are not flying out till oct but if we dont go premium dreamliner but 767 premium do we get a refund of £100 or £80 ?
Hi Jan, If the delay continues with the delivery of the Dreamliner, the same customer policy will apply as the customers who were affected in May and June.
Me and my partner have booked to fly to American in July this year. Is it confirmed that the planes are grounded and that we won’t be flying on it? I think it’s very strange you are only offering refunds to people travelling in May and June when reports say the plane will not be flying until next year. Could you please advise me if I am entitled to the refund and also if the planes will be grounded when we are due to fly.
Thanks.
Hi Abbie, At the moment we haven’t got a confirmed delivery date. If delivery does slip further, we have contingency plans in place to ensure our holidays in July and August still go ahead. Customers travelling on these dates would be switched to alternative aircraft and the same customer policy would be in place as for those travelling in May and June. However, at this time no decisions have been taken regarding our July flights as we are still awaiting a delivery date from Boeing.
Delighted Dreamliner is back in the air. Myself and family are flying premium 4th June to 19th June to Mexico, is there any chance Thomson will get their planes and switch us back for either flight? Or should I stop wishing?
Hi Nyree, Unfortunately we won’t be able to start flying until 8th July 13, and we won’t be able to change any June flights, I’m sorry if this has caused any disappointment.
Just reserved my seats for 25th June to Cancun the return on 9th is on Dreamliner! I had the lady double check!
Hi, we are flying from Gatwick to Sanford on 3rd July and we have booked premier seats. When can we book our seat allocation and also I have been trying for the past 5 days to get onto manage my account but it keeps saying, information correct, but I have put the right details. Can you help?
Hi Debbie, If you could send your booking reference to cares@thomson.co.uk, I’ll be able to look into this further for you.
Do 767s have a tv 4 every passenger.
Hi Ricky,
Our 767 will have seat back TVs for all passengers.
Can’t understand why you comment when you are not travelling till 2014 it’s a big deal for those travelling in May 2013
yes iagree i am so dissapointed,
So dissappointed still no heard from our travel agent!!!
Hi Claire, Please can you let us know your reference number so we can call your shop for an update for you.
I am also disappointed and wonder how much difference is the leg room in comparison to the dreamliner
Hi Mrs Byrne, If you’re travelling in the economy section of the aircraft the seat pitch for the 787 Dreamliner is at least 33″, which is the same as the 767. If you’ve chosen to travel in our Premium Economy Cabin the seat pitch on the 787 is 38″ and 36 on the 767. Customers are receiving £80 refund due to the reduced leg room in the Premium section. I hope this answers your query.
Hello Trudy,
We are going to Mexico at the end of July from Glasgow, will the 787 be in operation then? If not will we still get out premium seats?
Hi Daz, Should the delay from Boeing continue and affect holidays in July, we do have contingency plans in place and we would run a similar refund policy. This includes looking to seat all who booked premium on the 787 will get premium on the 767.
I think people are forgetting why the dreamliner wont be flying – due to safety reasons. Imagine the number of complaints if Thompsons chose to fly regardless of this? I am booked to go on the Dreamliner in July and I would rather not fly on it if there were possible problems and still make our amazing holiday then to complain, spit and curse at a company trying to rectify the problem. People are too quick to complain these days, its a shame as many families are not as fortunate as us to experience a long haul holiday!
Louise I totally agree with you. Just be thankful Thomson’s are doing their best to make sure they are safe & still get their holiday!
completely agree!!can understand the disappointment but would people rather they went out regardless?then moan if something went wrong?its not even like its thomsons fault here!
I agree with ur comments about the safety of flying this plane but perhaps thompson on shouldn’t have been so quick to promote and sell holidays on this plane. I wanted to book my holiday with Thompson but wanted to fly with virgin as my experience in prem economy last year with Thompson was terrible. I was assured this plane was much better than anything virgin or ba could offer. I’m flying at the end of August and really hope this problem has been recified.
thomson cant choose to fly. the planes have been officially grounded, so even if they want to thomson cannot fly them.
on an even more serious note though, as a ‘nervous flyer’ i am considering cancelling my holiday to mexico in september, as these planes are 3 years overdue, and as painfully obvious, boeing still have issues with it
Would have been nice to have own tv… disappointted but at least we get a small refund… can buy our suncream =) however still havent heard from travel agent only knew this as i saw it on the tv
Hi Seani, If you’re yet to hear from your travel agent, feel free to send your booking reference across and we can take a look into this for you.
Hi Seani,
I bring good news, all Thomson long haul flights regardless of plane type have there own TV no matter what seat you are in! So enjoy the films/TV and the free sunscreen.
My only advice is take a small cushion or ask for a 2nd blanket to sit on, the older 767 plane seat’s are a little hard; i.e. the seat padding is squished to virtually nothing, but the seat backs are OK.
Hope this helps,
Matt
When will a decision be made on July and August flights to florida
Hi Dave, We don’t have a confirmed delivery date from Boeing. But once we have a confirmed date, and if this impacts further bookings, we’ll be in touch with any customers affected if necessary.
Hi Rhiannon I am supposed to be flying to Florida on the Dreamliner from Manchester 12th July, I realise at the moment this is still not confirmed . However I am annoyed at thomsons because I also booked a taxi transfer through the travel agents & now they say I will be doing a transfer on a coach. I wish I had booked through virgin like I did last year as the hotel transfer would only be 20 mins on a private shuttle as they fly to orlando airport. Instead of 90 mins plus on a coach. Also the virgin luggage allowance is 23 kgs plus free refreshments on board plus the holiday price was cheaper on virgin, but when I went in to thomsons they sold me the holiday because of the Dreamliner benefits . If I had the choice again I would have definitely gone with virgin.
Hi Sharon, I’m sorry to hear this. If you can send me your booking reference number I can check this for you.
I am disgusted at how we have been informed about the cancellation of the dreamliner.. This was one of my main attractions to buy our holiday off thompson’s to Mexico leaving 24th June 2013… Obviously for safety reasons they can’t fly the new plane.. But I was disgusted on how thompson’s have treated us by saying what’s your problem? We’re getting you there. It’s my 1st and prob my last chance of my dream holiday… When you purchase something you pay for what your getting.. It’s as if I’ve ordered a limo and have to travel in a black cab… I want to know my rights on cancelling and getting a full refund of thompson’s and booking with Thomas cook whom I’ve have always normally gone with.. I’m. Taking my granddaughter on this once in a life time holiday and wanted it to be special for her… Not happy with Thompson and will be writing to there head off about my grievances
Hi Gill, It’s a shame you feel this way however in line with our agreement with you, an aircraft change is considered a minor change and therefore your booking falls under normal terms and conditions if you wish to cancel.
not a minor change when the dreamliner is being sold to the customer as well as the holiday. Lets make a court decide on the Sale and Supply of goods act and not the biased terms and conditions of sale
Hi Allister, If you need anymore information on minor and major changes to your holiday, you can find this online here – http://bit.ly/hmJ8Dc.
That is the most ridiculous argue ment ever simply about a plane it is not thompson fault you wolly complain to Boeing
Lawrence – My Contract is with Thomson not with boeing. The way the law works is I claim from Thomson and then Thomson claim from boeing. You seem to know very little when you are making comments. If I booked my holiday with boeing it would be them I would be claiming from.
“…and booking with Thomas cook whom…”
What a silly comment to make. If you book with Thomas Cook you will be on an A330 or a 767. You would be on a 767 with Thomson. As you will not be on the 787 either way, is it really worth trying to cancel a holiday just to rebook pretty much the exact same holiday?
I’m confused….I wasn’t booked on the Dreamliner going to Florida but I was on the return flight and paid extra for the Premium cabin. Does anyone know what compensation I’m entitled to? £10 refund plus £80 or £10 plus £40 because I was only booked on the Dreamliner one way?
Hi Claire, As the return journey of your holiday was scheduled to be on the Dreamliner you’ll receive £10 per person refund and £40 per person gesture of goodwill with regards to the Premium seating you booked. I hope this helps.
Hi, after hearing about the postponed dreamliner we went into our local thomson to sort our booking and get compensation thomson promised. While in the shop we were told we could actually change holiday at no extra cost so took this opportunity as was never keen on chosen hotel (long story!) so we changed and opted to now fly from birmingham as no point travelling from manchester if not on dreamliner. We were assured this was fine and we would still be getting Compensation but we just needed to wait for thomson to arrange it. Ive been calling for 3 wks and never getting my calls returned until yesterday when then shop manager tells me we WONT be getting the £20pp as we are going from Birmingham but it was only because the shop assistant told us we can change!? Can you confirn this is correct as i’m pretty fuming tbh. So before I write my letter and complain I’d like to know whats going on
any help would be appriciated as we were gutted not to be travelling on dl and now this. Thanks Sue
Hi Susan, I’m sorry to hear you’re feeling unhappy. When you were given the option to change elements of your holiday such as departure airport and hotel, you should have been informed that when taking this option, you’ll no longer receive the refund. I can only apologise that this wasn’t explained clearly to you at the time of making the changes to your booking.
Thank you Lauren for getting back to me.
We had a telephone call to say Dreamliner had been postponed on 5th March and if we wanted to change holidays/airports we could and to come along to the shop to sort out the booking. My husband and father went in and 3 shop staff ALL agreed we were able to change. I asked when we would get our compensation and the shop assistant advised it had to go back on to card we last paid in but it Would go on with in next few days so we paid balance of holiday and left happy. One wk later I called shop to be told Thomson were still working on compensation and that I’ll get it soon. Following wk called to be told I should of had it and WILL get it sorted?? Following wk the shop manager called to ask for card details to get money put on our card but rang ten mins later to be told sorry you can’t have it? Surly this is not right? The staff in shop SHOULD be aware of this? And we should have been told at some point we would not get this money. I feel Thomson have totally let me and my family down from start to finish booking what was supposed to be a special holiday its been so stressful and not because of the Dreamliner I fully understand these things happen but staff should inform customers about their options. Can you advise me what I need to do/who I need to speak to next to complain as I can’t get an answer from my local shop. Many thanks
Hi Susan, I’m sorry to hear about this. As my colleague, Lauren, has advised, as you chose to change part of your holiday, the compensation is no longer applicable to your booking. As you’ve made your booking through a Thomson Store, the complaints procedure is to speak with the store manager and raise your complaint through them. If you’d prefer not to go into your local store, you’re welcome to email your complaint to us at – cares@thomson.co.uk and we’ll pass this onto the relevant team for you.
Hello my Family and I are flying to Mexico 23August 2013 10.30 am.
Our TOM no is 194 outward bound and our return TOM no is 195,can you inform me as to wether we will be flying on the NEW plane the Dreamliner ? I do hope so !!!
Hi Amanda, Thank you for your question. Having looked into this for you, we haven’t had confirmation as of yet whether the Dreamliner flights in August will be flying or not. Once we gain this information from Boeing then we’ll contact all affected customers.
This mornings bbc news mentioned that the mods to the Dreamliners has been accepted and they should be back in service soon. Does this change my flight at the end of may?
Hi Gary, Unfortunately, we won’t be looking to change amended bookings back to Dreamliner flights.
I can understand the disappointments of not flying on the new Dreamliner but don’t focus on this. Focus on the fact Thomson will still meet their obligation of getting us to our holiday. I bought a holiday not a flight. I hope you all have a great holiday
Hi can you confirm the seating configuration in economy for the 767s you will be using
Hi Mark, Our 767 aircrafts can be 2-4-2 or 2-3-2. I hope this answers your query. If you’ve any more questions please let me know.
We have pre-booked 2 x seats together and have already reserved our seats on line based on the Dreamliner seating plan. How do we change the seating based on the replacement plane? Will the new seating arrangement be published on your site so that we can amend it?
Hi Karen, Our seating team will be re-allocating customers seats from the 19th March and will try and allocate you as close to your original seats as possible.
Can you tell how much per person will be refunded to passengers sitting in standard seating and who will no longer be flying on the Dreamliner?
Also, when and how (by cheque etc.) will this refund be given back to customers who booked on line, for flights to Mexico mid May?
Hi Karen, The Supplement for the Dreamliner that will be refunded is £20 per person and will be refund back to the card used to make the payment.
Can you tell me when the refund of £20pp will be credited to my card for as we will no longer be flying to Mexico mid May on the Dreamliner. We booked this holiday on line.
Hi Karen, Our Finance Team will be working through the refunds over the next few weeks. Unfortunately I’m unable to check how soon your refund would be.
Hi, so how do we know whether the seating is 2-4-2 or 2-3-2?
Hi Mark, You will hear from us when we have your new aircraft in place, then we’ll be able to advise which type of 767 you have received.
My wife called in to travel agent today when we heard that we would not be travelling on dreamliner. Again we booked this holiday solely on the Dreamliner, as after last years holiday to florida we swore we would not travel to Florida again on such an uncomfortable aircraft, we were in the premium cabin. God help those in economy. We were advised by our travel agent(First Choice) that the alternative plane 767 has been fully refurbished!! On reading replies to other comments this would appear to not be the case. Can you confirm that the 767 has been refurbished to a more comfortable standard? If not I would have to seriously consider cancelling our holiday which was a special occasion to celebrate our 30th wedding anniversary and my wife 50th birthday. We have upgraded to a moderate Disney hotel and spent a sizeable sum on this holiday. To be offered £100 pp is very poor.
Hi Philip, We appreciate how disappointing this will be for many customers if they do not travel on the 787. However, the 767 aircraft enjoys seat pitch of at least 36” within the Premium Club cabin, with 9″ seat back TV and a full entertainment programme to choose from. From 1st May we’ll be launching our brand new in-flight service across all our long haul flights. The service will also include a wonderful new menu, pampering goodies from Rituals, for Premium only, on-demand entertainment and other extras. We’ll do everything possible to ensure that our passengers get to Florida and Cancun as comfortably as possible and still receive the premium 787 service from our crew on board. I hope this helps with your query.
You have not answered my query as to whether the 767′s being used have been fully refurbished as my wife was advised by travel agent
Hi Philip, If you can send me your booking reference number and the name of the agent that advised you of this I can look in to this for you.
Hi Philip, Our Boeing 767′s haven’t been refurbished, however they go through maintenance every year so any seating and entertainment systems will have been repaired or replaced as necessary. Along with the essential maintenance of the plane systems. I’ve passed your comments to the store and ask that they contact you to discuss this.
I asked the same question due to the fact that I was lucky to travel long haul twice last year and the standard of the aircraft cabin was really poor.I paid for P/C and all I can say is that I have sat on better park benches. I shall be going long haul again in May and this is only due to the kind offer made by Thomson otherwise I would not have bothered. Due to the delays with the 787 over the last few years I would have expected the cabins to have had a full face lift but they on complete the basic repairs. Shame as Thomson was really good to travel with a few years ago I expect it is down to cost and keeping the holiday price affordable. To my knowledge none of the current 767 have been refurbished, this was confirmed well up the food chain at Thomson Airways
Hi Philip, we were in Northallerton Thomson store on sat 23/3/13( not the store we booked through) as we were there when we heard the news we were not going to mexico in May on the Dreamliner. the lady assistant proceded to tell us we would receive £20 each refund, we would be going on the usual long haul 767 plane, ALL OF WHICH HAVE BEEN REFURBED, we re asked that question and she said” YES, I SURE THEY WILL HAVE A LICK OF PAINT” !!!!! but going by Dan’s reply from Thomson it now seems they haven’t been refurbed!!!! who are we supposed to believe THOMSONS????????
Like many others on this site, we postponed our trip to Mexico for 9mths JUST so we could include the Dreamliner in our dream holiday and went to cape verde instead last year with Thomsons, BIG MISTAKE!!!! Again no entertainment, no hot drinks available because no lids for the cups!!! Long, long, boring uncomfortable flight, god help us on a 10hr one if things are the same as that!! Many comments on here about no entertainment on board, they don’t tell u till 30,000ft in the air then what can u say/do about it, NOTHING. on a lighter note I understand the reasons for not being on the Dreamliner and even admitted id rather not if its not 100% safe, id rather be able to complain about “no entertainment” than not being able to complain at all if things go dreadfully wrong!!
Hi Sharon, I’m sorry to hear that you were given incorrect advice. We appreciate how disappointing it is for customers if they do not travel on the 787. However, the 767 aircraft enjoys seat pitch of at least 33” in our standard cabin and 36″ within the Premium Club cabin, with 9″ seat back TV and a full entertainment programme to choose from. From 1st May we’ll be launching our brand new in-flight service across all our long haul flights. The service will also include a wonderful new menu, pampering goodies from Rituals in Premium Club, on-demand entertainment and other extras. If you’ve any further questions please don’t hesitate to get back in touch.
If they offered you £100 compo, take it, its £75 more than we got offered!
We fly on the 12th May and as yet have no communication from the Thomsons about a refund or the current situation with the Dreamliner?
Hi Mrs. Byrne, The Seating Team are currently re-allocating passengers due to travel in May to seating on the alternative aircraft, whilst also processing bookings. You should receive confirmation of your seat numbers on 22nd March. If you’ve made your booking in a store, you should have received a call from them explaining the options available to you. If you would like some further information you can drop us an email at cares@thomson.co.uk.
Hi Philip,
I really wouldnt bother with Thomas Cook, if you can, go with Virgin, lovely comfy planes with exceptional service!
Thomas Cook just seem to want to squeeze as many people on as they can!!
Hiya still not had email about the seats we booked. we are on TOM519 returning from Cancun 6th May. This was for our 40th Wedding Anniversary. I am so disappointed if it wasn’t for these forums I wouldn’t know anything.
Hi Anne, If you can confirm your booking reference with us – we can look into which seats you’ve booked.
ref 1494636. we booked return seats 14a/b for our 40th wedding anniversary. Annoyed now we have been allocated seats 21a/b over the wing. I booked as soon as the flight plan opened to get the seats I wanted. Someone was supposed to ring me this morning at 9am to change seats as there were some available further forward. Suprise suprise no phone call. Shocking customer service!
Hi Anne, I apologise that you didn’t receive a call you were expecting, can you tell us who was supposed to call you so we can chase this please? I’ve had a look at your flight and seats 14 are a & b on the 767 aircraft is extra space seats. The first row of economy seating starts at row 18 over the front of the wing. Unfortunately there are no spaces to move further forward.
?
I have already selected my seats on the Dreamliner flight to Cancun on 5th May, and the inbound flight on the 19th. Can you guarantee we will have the same seats on the alternative aircraft?
Hi S Daniels, Our seating team will re-seat customers who have selected their seat numbers on the alternate aircraft. You’ll be issued with a new confirmation detailing your seat numbers on the new flight.
The last time we travelled on your 767′s we had no entertainment the whole flight from Jamaica, can you guarantee this won’t happen again? Very disappointing news, what is the situattion regarding cancellation.
Hi Ron, We do understand how disappointing it is for all customers who were looking forward to travelling on the Dreamliner. Where possible the entertainment will be working. Customers who accept to travel on the alternate aircraft will be refunded or credited the £20 per person supplement that was charged for travelling on the Dreamliner. If customers wish to cancel their booking normal booking terms and conditions will apply.
Hi Elaine, I feel very annonyed the way you appera to have a class difference in your passangers your new flight programme beginning May includes different thing but for the premiums passengers only. Thompson have made refunds but seems to be getting the money back by now hyping up their new service in premium seating on their 767′s we have been told that you do checks and mantain the 767 every year so how come the same problem has cropped up with the inflight entertainment twice I know of 2009 and 2011 I have emailed you care team and they did’t even bother to return a relpy
Hi Mary, I understand your disappointment and I’m sorry for the problems with the in-flight entertainment system on some of your previous flights. Our in-flight service will be the same as on the Dreamliner for both Premium Club and Economy Club customers. We are offering a gesture of goodwill for customers in our Premium Club cabin due to the reduced seat pitch in Premium Club on our Boeing 767′s compared with the Dreamliner. Our Pre Travel Communications Team are on aiming to respond to customers within 5 days of their e-mail at the moment, I’m sorry you’ve not heard from them at the moment.
Hi,
Although disappointed we wont be in the dreamliner, happy that we still have our holiday! We had premium seats booked for our flight in June.
Can you confirm if these will stay premium seats on the 767 please and the leg room for these?
Hi Rachael, Our contingency plans has included finding an alternative aircraft with enough Premium seats to cover the amount of Premium booking. The leg room for the 767 in Premium cabin is 36″. I hope this answers your query and you have a lovely holiday.
Hi Elaine,
That’s brilliant
. Thanks for the quick response.
Hi
Nice gesture for Premium Club travellers.
We have seats 5A and 5C booked in Premium Club on17th May.
Will these become 5A and 5B on the replacement plane.
Will we receive any confirmation of this change.
Thanks
Hi Ian, Our seating team will re-seat customers who have selected their seat numbers on the alternate aircraft. You’ll be issued with a new confirmation detailing your seat numbers on the new flight in the next few weeks.
Hi Dan
Thanks for the response, but will they be on the same side of the plane and with a window.
Not at the front, back or middle?
Cheers
Hi Ian, They should be similar seats on our Boeing 767 plane.
Hi Ian, We’ll be aiming to seat customers in similar seats to what they’ve already booked. Once you receive your new seat numbers if you’ve got any concerns you can contact our Thomson Airways Customer Support Team.
We have prebooked 2 aisle seats and would not want to travel if we are moved into the middle of a set of 3 as we are both tall and need to stretch out. What happens under these circumstances?
Hi Louise, You’ll need to discuss this with our Programme Change team, if you’ve booked in store please contact them who can do this on your behalf. Or if you’ve booked direct please contact us on 08000 723 829.
Hi we have chosen to fly from Gatwick specifically to travel on the dreamliner. The supplement charged was £90 per person. Should our July flight suffer the same fate, can I expect a full refund of £90 per person? The main reason we chose Gatwick was just to fly on the dreamliner. Otherwise we would have flown from Bristol with no supplement as the airport is much closer to us. It will be difficult for us to change dates now as our park tickets and car hire have now been booked for the planned dates.
Hi Garry, Once we have a confirmed delivery date and if this impacts further bookings, we will be in touch with any customers affected if necessary to give them their options.
In the same boat, live in south wales, but booked to fly out of eastmids. Now had to rebook to Bristol, but no refund of extra premium paid for 787, and the hols costing £1200 more than we could get it with thomson on the net..its that or pay £250 each to cancel. Never again.
Hi Mark, I’m sorry you feel this way, The supplement that was paid by all customers to fly on our Dreamliner was £20 per person. Our holiday costs work on a flexible pricing system so you may find that your holiday cost can go up or down in price and differ between dates and departure airports.
You say that the supplement was £20 per person to travel on the Dreamliner… This is utter rubbish…on 2 consecutive days from gatwick to cancun the price was £98pp difference because one flight was on the Dreamliner. I live in derby and instead of booking to go from Birmingham (1 hour away) I paid an EXTRA £200pp to go on the Dreamliner from Gatwick (3.5 hours away). Now correct me if I’m wrong but aren’t flights often cheaper from gatwick?
Hi Josh, If you need any clarification on the supplement that was paid to fly on the Dreamliner, you’ll find this online here – http://bit.ly/ZoPlwB. Flight prices, along with your holiday price overall can vary from different departure airports. We work with a flexible pricing system so you may find this can go up or down at any time.
Interesting you say that your pricing is flexible. But the fact still remains that the only reason we chose to fly from gatwick and pay the extra £90 per person and travel an extra 3 hours to and from Gatwick rather than fly from Bristol with no supplement is to fly on he Dreamliner! So as far as I am concernered, I am paying a £90 supplement to fly on the Dreamliner and not £20. Hopefully though as I am due to fly in July the Dreamliner will be up and running.
Hi Garry, The supplement for the Dreamliner aircraft was £20. Any other difference in cost is the flexible pricing policy in effect where the costs for holidays differ depending on factors like date and departure airport. I understand that you chose Gatwick for the 787 which is why we offered a free of charge transfer to a more local airport.
That’s fine, and I would take you up on that offer if necessary. But will you also cover any costs of changing park ticket dates and car hire dates which have already been booked. Also insurance has been booked for this holiday on these dates so will probably get charged for changing that too! So unless Bristol has flights to florida on the same dates as Gatwick there will be a cost somewhere.
Hi Garry, If you’re due to travel in July, there has been no change to your holiday at the moment. If we don’t receive delivery of the Dreamliner in time for flights travelling in July, then our contingency plans will be put in place. You’ll then receive £20 per person refund and the option to transfer to an alternative airport. We won’t cover any other costs, including park tickets, car hire or insurance. At the moment for holidays due to travel in July normal booking terms and conditions apply.
Hello,
Can you confirm that the 767′s will have 33″ legroom in Economy? Your 787′s seat more than your 767′s so will you be reducing legroom on the 767′s to allow for the increased capacity?
Hi Zachary, Our Boeing 767 planes have a 33 inch seat pitch in Economy Club. We won’t be adding any more seats to the aircraft so your seat pitch won’t be impacted.
Hi,
We have already selected seats for our outbound and inbound journey’s.
I believe the rows we have booked are not available in the 767′s will we be re seated as close as possible to our selection? eg different row but still window and 2 together?
Thanks
Hi Noreen, Our seating team will try and allocate your seats in the same configuration and as near to your original seats as possible. Once you’ve got your new seat confirmation if you’ve got any concerns then you’re welcome to contact our Thomson Airways Customer Support Team.
Disappointing. I would have hoped you would have waited for the FAA statement due this week before hitting the contingency button as this could go either way it would seem.
Can you list the entertainment options for both standard and premium customers on the 767s please? Will flight times be the same? Will luggage allowances differ?
Hi Jonathan, As it’s far in advance we don’t have the in-flight entertainment guide at the moment, however you’ll have the same choice as what would have been on the Dreamliner. You can expect games, music, TV and films in both Economy Club and Premium Club. Your flight times and luggage allowances will remain the same.
Thank you, this is what I was after. At least I have clarification and will just have to face the disappointment. I found out the info from news websites, I’ve still to have my phone/email from Thomsons, so thank you for the blog and the timely response to queries. Hopefully the seating team will sort my prebooked seats in two weeks.
Hi Jonathan, We’re contacting all customers who are travelling in May today and those travelling in June tomorrow. If you’ve booked in store then the notification will have been sent to them, for them to contact you.
You say people travelling in may will be contacted , I travel home from Florida on the 3rd may and have had no communication at all from Thomson
Hi Nicola, Customers who are travelling in April and returning in May should receive notification today. If you’re still to receive this please e-mail us at thomsoncares@thomson.co.uk.
Hi I am due to fly on 29th June. Do you know if my flight will be a possible Dreamliner or confirmed 767 flight?
Hi Chris, Any customers due to fly out in June will be changed over to our 767 aircraft and be refunded the supplement paid for travelling on the Dreamliner. I hope this answers your query.
I am fine with this but having already selected my seats I will be very cross if I am seated away from ym Fiancé or not have ‘similar’ seating to my original request (window and next door) if this does happen I’m afraid I will have to amend my holiday as I wouldn’t be able to fly sitting on my own.
Hi Natalie, All customers who’ve paid to pre book seats will be guaranteed to be sat together on the flight and re-allocated seats. We’re aiming to re-allocate customers in to similar seats. Once you’ve received confirmation of your new seats, and if you have any queries you can contact Thomson Airways on 0871 231 4787 to discuss this.
Great answer, however we have a 14 day window in which to choose to amend to a different holiday/date/airport and I would want to do this purely based on my seat selection. How will I know this if we won’t know the seat numbers until after this deadline?
Hi Natalie, Unfortunately we wouldn’t have customers new seats until after the two week period. This is to allow customers to change their holidays if they wish to do so. Once all bookings are changed and finalised we’ll be in a position to re-allocate seats on all bookings. We’ll aim to allocate seats in a similar configuration and in a similar position as before.
Hello.
i have contacted my Travel Agent who i got the flights from and they havent recieved anything yet on this. am i best to call Thomson direct being so close to our actual holiday?
please advise
Hi Lee, All of our stores and third party travel agents will receive full information about this. If you’ve booked through a shop you’ll need to speak to the shop directly to discuss this. I hope this helps.
Many Thanks Elaine.
little worried that one of the 3rd parties isnt aware of this information but hopefully it will get sorted.
i have already checked in online on the Thomson Website when the Dreamliner was still on. will my Premier seating automatically be reallocated on the old 767?
main concern is there are less Premier Seating on the 767 to the 787 Dreamliner. being 6ft 5 i dont fit in economy
cheers
Lee
Hi Lee, Our contingency plan has included finding an alternative aircraft with enough Premium seats to cover the amount of Premium bookings. Customers will be re-allocated seats numbers similar to those that they have chosen. Once you’ve received your confirmation of your new seat numbers, if you’ve any queries about this you can contact Thomson Airways on 0871 231 4787.
Ola
we are due to fly at the end of June and coming back in july. does this mean there is a chance we go out on 767 and come home on the 787
Hi Jay, At this present moment we don’t have a confirmed delivery date from Boeing. Once we’ve received further information customers will be advised as soon as possible.
Extremely disappointed. I booked this holiday primarily to go on the dreamliner, and I know all about the terms and conditions, and the £20, but I could have gone on this holiday with a different company for a much lower cost. I would have much preferred to cancel, and i’s extremely disappointing to not have this option. It’s a fundamental part of my holiday thats no longer available.
I understand that its not Thomsons fault, but I would have thought that good customer relations would have meant more than this. In the company I work for our motto is ‘Delight the customer’, I’m not delighted, I’m disheartened. Seems Thomsons motto is ‘Take their cash and damn the consequences’ NO more thomson holidays for me.
Hi Richard, I’m sorry you feel this way and I’ll pass your feedback on.
Hi Dan, yes pass it on please, I’ll be interested in hearing the feedback, but I wont be holding my breath for a customer oriented reply
Hi Richard, Unfortunately we’ll be unable to provide you with a response from the team but please be assured it’s been passed across.
Here here. At least they have replied to you, I am still waiting. Must be because I haven’t paid for it!
Hi Janet, We’re working through the comments, however we’ve responded to your other comment.
Sums up exactly how I feel Richard.
As I have never flown long haul with Thompson I thought the Dreamliner would be the way forward. I booked the holiday to Mexico purely as a surprise to my partner and couldn’t wait to fly on the Dreamliner in June. I must first of all thank you Thompson for spoiling the surprise as your customer service team contacted my partner by phone instead of me to let her know about the cancelation of the Dreamliner. You also have also made what was a holiday I was looking forward to a holiday I am now not. I spoke to the Travel agent that I booked with and was met with a ‘It is out of our hands attitude’. When asked if I could get my deposit back I was purely told no as it states in your terms and conditions that this is not a major change to our holiday. In my eyes it is and Thompson swayed my decision to book with you on the fact that we would be flying on the Dreamliner. Thank you Thompson for “MAKING ME” holiday with you as I can not afford to lose my £500 deposit. I will not be booking any holidays with you again and will be detering anyone else I know from doing so.
Couldnt have said it better, I am fying on the 12th July – I am praying I get on it!!
Well said Richard.
We were offered the chance to change to another holiday but it had to be departing within 4 days of our original booking.
What is the use in that????
Hi Ben, I’m disappointed you feel this way. If you need further information please don’t hesitate to get back to me.
Richard i second that i feel the same and will never use Thomson or recommend them to anyone infact i will tell them to avoid it, those on here who dont care about changing to 767 well good for you, but me like Richard only chose Thomson for the Dreamliner and paid alot more to do so.
I feel exactly the same and this was one of the main selling points of the holiday which i feel was advertised more than the resort. We would be on the plane for nearly 1 whole day of a 15 day holiday and to be told this is not a ‘major change’ is just wrong. For you to be told that they are sorry you feel this way but not sorry how this has been handled just proves to me how little Thomsons care about delighting customers. Holidays are meant to be looked forward to and be what you booked and paid for and not dreaded and less than you paid for. You would not accept being moved to a 3* hotel if a mistake had been made with the 4* hotel you booked. A equal or better hotel is usually the answer to keep customer satisfaction and is usually the result.
my sentiments exactly,,this was a once in a life time holiday ,my father in law would only travel on the dreamliner,,ok we’re not due to go til october but we;ve lost faith in the dreamliner,,can we change for a different holiday?
Hi Niki, I apologise for the disappointment caused by the late delivery of the Dreamliner. I can advise that you are able to amend your booking to a different holiday; if you choose to do this we’ll waive any amendment fees for you, and if the cost of your new holiday is lesser then we’ll refund the difference for you. With this, you’ll be able to transfer to holiday in our mainstream programme that’s currently on sale. I hope this helps.
Thanks. For reply’ would we be able to change our dates’or do we have to go at same time’
Hi Niki, You’re able to change the dates you want to travel. If there’s any increase in price you’ll need to pay the difference, but if the price is less you’ll get a refund. If you take this option then the supplement refund or Premium Club gesture does not apply.
As long as I know the £1000 deposit we have paid can be transferred to another Holiday. obviously if the total costing is more than £1000 we know we will need to pay the difference.. just wanted it verifying and the previous email from Christine see above states we will not have to pay any amendment costs.. don’t want to be turning up at travel agents on Tuesday & Them saying different,
Hi Niki, Don’t worry this is correct, you can amend your holiday to any other Thomson and First Choice holiday currently on sale. Please be aware that you won’t receive the supplement refund or Premium Club gesture if you choose this option.
Hi Niki, I regret to inform you that the information given to you on this particular thread is incorrect and I would just like to apologise for any inconvenience this may cause. We’re still awaiting a new delivery date from Boeing however this is only affecting bookings due to fly during May and June. Your October holiday remains scheduled to fly on the 787 Dreamliner and therefore if you would like to make any amendments to your booking, you would be subject to our normal terms and conditions. I believe you have been speaking to our colleagues in your local store who you booked with, they’ll go through all your available options. If you do need any further help though please email Thomsoncares@thomson.co.uk .
Hi, how do we go about the £20 supplement. Do we call into the travel agents etc, this would help for extra spending
Hi Darren, It’ll take approximately 2-3 weeks for customers to receive their refunds. We need to give customers sufficient time to come back to us with their decision and after this time has elapsed refunds will be processed. If you’ve made your booking through a shop, you’ll need to speak to the shop directly.
Hi, Im due to travel on june 22nd, although extremely dissapointed, i understand the situation. But my question is do the 767 fleet you will place us on have seat-back entertainment? if not i will seriously consider my plans as a 10hr flight watching 1 thing at a time will push the patience of most people!
Hi Matt, Our Boeing 767 planes all have seat back TVs, so you’ll have a choice of films, TV, music and games.
Ok thank you
Does it still cost £60 per couple just to select your seat to guarantee you are sitting next to one another? Perhaps this should be complimentary due to the disappointment?
Hi Kirsten, You’re able to guarantee seats together on the flight for a charge. Customers are being compensated the Dreamliner supplement for the change to the plane.
hi we fly on 26th april but have been told that our pre booked seats will may be different but we was under the impression we were only on a dreamliner on the flight home. does this mean our pre booked seats will stay the same on our way there as the dreamliners were not being used in april anyway.thanks
Hi Keeley, Your outbound flights will remain the same.
Hi
With these changes are the any planned changes to economy on the 767′s or we economy passengers still benefit from 33 leg room?
Hi Tony, The seat pitch in the economy section of the 767 is 33″, so this won’t change. I hope this answers your query.
Hello,
I don’t mean to be picky but where are you going to accommodate the extra passengers your 787′s held in comparison with the 767′s?
I ask because only a few weeks ago I was subject to traveling on one of the short haul configured 767′s with 29″ leg room and I know this would make it viable to seat the same amount of passengers as a 787
Hi Tony, Our contingency planning has included finding an alternative that is suitable for long haul flights that have a seat pitch of 33″. The aircrafts that we’ll be using will have a Premium cabin section.
Thank you for your honesty and speed in letting us know of the aircraft change but I am so angry I want it to be documented. The person I spoke to on your programme change team was arrogant and rude, after all it isn’t her 25th wedding anniversary and she hasn’t spent over two and a half thousand pound on a week’s holiday. I know it isn’t Thomson’s fault that they have had to change the plane but her attitude stinks. Through her attitude I will think twice about using Thomson/ first choice again
Hi Janet, I’m sorry to hear this and I’ll pass your feedback on to the Programme Change Team.
I wish we had been given the option to cancel without having to pay for it as I would have taken that option
I am more than a lttle dissapointed at the way this whole thing has been handled. We lve in South Wales, about 45 mins from Bristol Airport.
We booked our flight from East Mids purely to fly the 787 as its our 25th anniverary, and also celebrating our daugters marriage. To be offered £200 compensation from the shop for a party of 8 is apalling. This is the last time I ever book with Thomson. They seem to take the money and treat us like morons. Very offensive attitude. The package we had could work out £1500 cheaper if we were allowed to re-book without penalty. But they want £250 each to rebook a holiday THEY ruined,so Have to accept whats offered.!!
Hi Mark, I’m disappointed you feel this way. We’re aware that some customers may have chosen their departure airport and date so that they could fly on this new aircraft. If you’d prefer to make changes to your holiday plans then we’ll assist you. We have a number of flights operating to Florida and Mexico from a variety of UK airports. If you’d prefer to amend your booking to a different regional airport, then you’d be able to transfer without incurring any amendment fees or additional costs, as long as it’s to the same hotel and within four days of your original departure date. If you’d like to move your holiday outside 4 days of your original date or to an alternative long haul destination, we’ll waive any amendment fees. To discuss these options please contact the store you made your booking with.
Have done this ad also contacted your helpdesk. It seems that custoers who move their flights etc to a different airport/date/time etc do not get even the premium paid t fly on the 787 refunded despite what your blog statement says. Maybe its not illegal,but it is immoral particularly since via your own website, I could book this holiday £1200 cheaper than you have quoted me to move it. I feel a call to BBC Watchdog coming on!
Hi Mark, The information you’ve been provided with is correct. I’m sorry for the disappointment this has caused and I’ll be sure to pass your comments onto the relevant team for you.
Thanks Elaine. I will contact the shop I booked through.
Such a shame, but we would have chosen Thomsons anyway as your seat pitch is bigger than other airlines. Just hope I get my premium seats that I booked as that is the most important thing for us.
Hi Chris, Our contingency planning has included finding alternative 767 aircraft with enough Premium seats to cover the amount of Premium bookings we have, so your Premium seats won’t be affected.
I too booked through a local travel agent, you say to deal with them, I have called, they called you and said they are awaiting letters from Thomson, I am a worried because not dealing direct may leave us in a worse position. What is your opinion? I do not want to be told “sorry but there are no premium seats” or “you will have to sit here”.
Hi Michelle, All customers will have 2 weeks to respond to us on their decision. No seats will be re-allocated until after this time. Our contingency planning has included finding alternative aircrafts with enough Premium seats to cover the amount of Premium booking we have. I hope this answers your query.
Thank you, my son has medical problems and extra legroom is a must.
Hello, When we booked our dreamliner flight in the travel agents, there was a difference of almost £400 between our flight on a Tuesday and the flight on the Wednesday to Mexico. The agent said this was due to the dreamliner flight, this was then heavily pushed and we agreed to pay the extra and fly on the Tuesdays dreamliner flight. Today I have called the Travel Agent who has advised there will be a £20 refund each- are you having a laugh. Add this to the constant end of problems we have had with Thomson and their customer service (or lack of) we are extremely frustrated. I understand the boeing issues are not your own- but a £20 refund- come on!!
Hi Melissa, We are giving customers options, please contact your Travel Agent to discuss this further.
Sorry Dan, you say we are given options however 1) We are flying to Mexico for our wedding, we have additional people flying on different dates, the options you have given us are we can change the date of the holiday +/- 4 days or we can change our booking completely. This option isnt possible for us, as we have other people coming, who aren’t affected by the dreamliner and can’t change their booking. 2) We will have to pay to cancel or change our booking (as advised by the travel agent we booked with, today) not really compensation. 3) If we do decide to change our booking- we lose our Wedding booking! We have been told that we are getting a £20 refund, again not really compensation- especially when we were told by the travel agent the difference was a lot more than £20 at the time of booking. Why are we being more penilised than your other customers when we would have spent more money with you?! We have contact the store, who have said they can do nothing other than the above. To say I am unhappy is an understatement, i completely understand your reasons for cancelling the flight, but the aftercare Thomsons offer after taking your money is nothing more than shocking. I swear employee just has a scripted sheet they take answers from!
Hi Melissa, If you’ve paid to fly the Dreamliner then we’ll be refunding you the supplement of £20pp. This is clearly outlined in the terms and conditions we provided to you at the time of booking and this explains that if you’ve paid a supplement for a Summer 2013 flight that was planned to be operated by the 787 Dreamliner and we have to change the aircraft, then you’d receive a refund. I understand how frustrating and disappointing this must be for customers that were looking forward to flying on the 787 Dreamliner. Unfortunately these circumstances are out of our control as Boeing have failed to fix the issues with its aircraft in time to meet our May and June flying schedules. As advised previously you’ll need to go back to your travel agent to discuss this.
You seem to be missing my point. We are travelling to Gatwick from Nottingham so we could have flown on the dreamliner ( we wern’t advised we could fly from EMA) This is almost a 3 hour trip for us, despite living 10 minutes from EMA. We were happy to do so, but now if we want to change, we have been advised that we would lose our wedding booking too. We have spoken to the Travel Agent who have said we would need to speak with Head Office- seems yet again no-one wants to take responsibilty for our issues and help us resolve them. Thank you for your prompt, if robotic answers. We will just accept the £20 refund and forget about the whole situation- Thank goodness we have arranged all of the wedding details directly with the hotel, and thomson have only made the booking, thats all I can say.
Hi Melissa, I’m sorry you feel this way. If you’re not happy with the advice you’ve been given by the store you’ve booked with, they do have their own escalation process.
Hi, from reading the above am I right in saying that you are unable to confirm that the replacement 767 aircraft will have in flight entertainment? If so, this is extrmely disappointing. My partner and I are booked to fly to Mexico in mid June and a major selling point was the fact of the added comfort and entertainment of the Dreamliner for the long haul flight. My partner or I don’t have the option of amending or cancelling the booking given that we are both in jobs that will not longer allow us to amend our booked annual leave. If it is possible that there will be no in flight entertainment for the long haul flight, would we not be able to upgrade to the premium cabin at a discounted rate in light ofthe situation?
Hi Richard, Our Boeing 767′s all have seat back TVs and will have a choice of films, TV, music and games.
Thanks for getting abck to me on that, Dan.
Another point – In respect of the holiday itself, we booked to fly from Gatwick solely on the basis that we would be flying on the Dreamliner. There was the option to fly from Bristol but on a ‘normal’ aircraft. As we live in Wales clearly the logical course of action would have been to fly from Bristol, with the costs of travelling clearly being considerably cheaper – I also believe the cost of the holiday altogether was cheaper at the time of booking if flying from Bristol. Obviously, we are now in a position whereby we are having to travel the extra distance and pay the extra travelling costs without any actual benefit at the end. Do you have any intention provide compensation (in any form) for this given that the Dreamliner was advertised as a major selling point of the holiday. (and therefore we – and others – will have only booked with yourselves because of this)
HHi Richard, We’re aware that some customers may have chosen their departure airport and date so that they could fly on this new aircraft. If you’d prefer to make changes to your holiday plans then we’ll assist you. We have a number of flights operating to Florida and Mexico from a variety of UK airports. If you’d prefer to amend your booking to a different regional airport, then you’d be able to transfer without incurring any amendment fees or additional costs, as long as it’s to the same hotel and within four days of your original departure date. If you’d like to move your holiday outside 4 days of your original date or to an alternative long haul destination, we’ll waive any amendment fees. If you wish to go discuss this with our Specialised Programme Change Team please call them on 08000 723 829.
We are flying out on old plane in premium and were due to return on dreamliner in May in premium, clearly now were not, what ££ do we recieve is the premium refund gesture prorata ?
Hi Rmc, Any customers due to fly back on the Dreamliner at the beginning of May will receive £10 per person refund for the flight supplement paid. I hope this answers your query.
can you confirm please what level of entertainment do you have on your 767′s is there a screen on each seat?
Hi Ewan, Our 767 long haul planes do have screens on the back of the seats. You’ll receive the same level of entertainment that would have been available on the Dreamliner. I hope this answers your query.
Thank you Elaine it does
What about the premium cabin gesture ? Quoted as £80
Hi Rmc, Customers that were due to fly on the 787 Dreamliner for only the return leg of their flights in May, are not entitled to any refund for the change in Premium service. Customers are still entitled to a refund of the £10pp supplement for it no longer being a 787 Dreamliner flight. I’m sorry for any disappointment this may cause. You will, however, still benefit from our new long haul service and experience for summer 2013 on your return flight with us.
Hi Rmc, I’d like to apologise and inform you that the above information is incorrect. Customers that were due to fly on the 787 Dreamliner for only the return leg of their flights in May, are not entitled to any refund for the change in Premium service. Customers are still entitled to a refund of the £10pp supplement for it no longer being a 787 Dreamliner flight. I’m sorry for any disappointment this may cause. You will, however, still benefit from our new long haul service and experience for summer 2013 on your return flight with us.
Are the planes your old ones? As there have been numerous people saying that they had hard seats and no entertainment working – or have you leased newer aircraft?
Hi Michelle, We’ll be using aircrafts from our fleet. You’ll be able to enjoy at least 33″ seat space, with a full entertainment programme to choose from. From 1 May we’ll be launching our brand new inflight service across all of our long haul flights. I hope this helps.
Hello,
What is the new inflight service? I haven’t heard about this?
Hi Zachary, The new inflight service will include a pampering goodies from Rituals in our Premium cabin. A new menu and other extras. I hope this answers your query.
Thank you for confirming
Hi,
We have booked premium in both directions but the dreamliner on return only. Is there any type of premium service offered on the re-scheduled flight please?
Hi Eve, Our Boeing 767 planes will have a Premium Club cabin so all customers who’ve booked Premium seating will still receive this service.
i have booked my seats row 18 but there are not any on the 767 i have booked a window seat and one next to it, i hope we will be allocated the same window seating and not put in the middle, as that is why we paid 60 pound to do choose the seats we wanted we fly in6 week on sunday but are only were travelling back on the dreamliner on the 6th may
why have i not recieved a reply
Hi Wanda, Customers who’ve paid to pre book there seats will have to seats re-allocated by our Seating Team. These will be a close as possible to the seats that were originally chosen. You’ll receive an amended confirmation of your seat numbers and if you wish to discuss this you can contact Thomson Airways on 0871 231 4787. I hope this answers your query.
not really no. i have paid to sit together, and i dont want to be calling a premium rate number
Hi Wanda, You’ll still be guaranteed seats together on our Boeing 767 planes.
We Travel in November is it Likely the stuation will be sorted by then
Hi Mark, We’ve only changed flights due to depart in May and June this year. We have confidence in Boeing to fix these issues as soon as possible, but should the delivery date mean that flights are affected in November then we’ll contact those customers.
What about flights in july?? Im due to fly 24 july with a 7 and 5 yr old, will this be on the dreamliner or the 767?
Hi Louise, Currently only flights in May and June have been changed, should the delivery date mean that holidays in July are affected we’ll contact those customers.
I have booked to go on the Dreamliner on the 6th May and paid to upgrade to premium will it be worth the extra money on the different plane? I also paid to pre – book my seats will they be the same we booked 2 sets of 2 behind each other?
Hi Sandra, We can appreciate how disappointing it is for customers if they don’t travel on our Dreamliner’s. However, the 767 aircraft will provide all the services you’d expect from our long haul flights, from full entertainment and pampering goodies to 36″ seat pitch. We’ll do everything possible to ensure you arrive on your holiday as comfortable as possible and still receive the Premium 787 service from our crew on board. Seats will be re-allocated by our Seating Team similar to those that have been chosen. Once you’ve received your confirmation of the new seats and wish to to discuss this you can call Thomson Airways on 0871 231 4787. I hope this answers your query.
Thanks for replying when will I receive confirmation of my new seats?
Hi Sandra, We’ll be re-allocating customers seats after the 19th March, so you should see a new confirmation of your seat numbers soon after this date.
I have no problem with the changes and happy to keep my holiday dates/flight details as they are. Do i still need to contact Thompson to tell them i am happy for these details to stay the same?
Hi Lyndsay, Customers who wish to accept the changes don’t need to contact us. However if you wish to send me your booking reference number I can add note on to your booking. I hope you have a lovely holiday.
Thanks for your response Elaine. One of your Thompson colleagus actually called me about 1pm to explain todays changes so he made the note on my booking at the time.
Your welcome Lyndsay, I hope you have a lovely holiday.
My booking ref is due to fly to Sandford on 8th may from Gatwick with my wife. We have seats allocated for the flight in Premium Economy, will these still be the same seats on the 767 as we thought it might be the Dreamliner. I am not concerned it is the 767, I just need to know we will still be in Premium Economy. Can you confirm please?
Hi Larry, Our contingency planning has included finding alternative aircraft with enough Premium economy seats to cover the amount of bookings that we have. Our seating team will re-allocate seats similar to what has been chosen by customers. You’ll receive an amended confirmation advising you of these seat numbers. If you’ve any queries about your seats allocated you can discuss this with Thomson Airways on 0781 231 4787. I hope this answers your query.
are you going to make sure customers get the holidays already booked with you.
Hi Mark, The contingency plans have been put in place, to use an alternative aircraft to ensure customers go on the holiday that they’ve booked. I hope this answers your query.
Thank You
how come it still says the dreamliner flights on my holiday search in june if there not flying will this be updated ?
Hi Emma, Our Web Team are aware of this and this will be amended later today.
why has my question not been answered?
Hello,
If I have 2 weeks on which to make up my mind, I am happy to travel to Florida not on the Dreamliner but I would like to know my seat allocation before I choose to amend to a shorthaul holiday. I am very concerned about this and it would be my turning point as to keeping the holiday or not. How do I get around this?
Hi Helena, I understand your frustration. Unfortunately we’re unable to re-allocate seats prior to this. After the 2 week period our Seating Team will re-seat customers and you’ll receive an email notification. Please note we’ve a large amount of seats selections to transfer and will work in departure date order.
Will I still be able to select my seats as normal on line 90 days before my return when the due date is released next week?
Hi Alan, Due to the change of aircraft the seating plan now won’t be released until after the 19th March.
So if three passengers booked for a return flight in premium will receive a total refund of £300 (£100 each)?
Hi David, We’re offering a refund of the Dreamliner supplement of £20 per person and for those who’ve booked Premium Club, you’ll have an additional gesture of goodwill of £80 each.
Why aren’t you offering the option to cancel and get a full refund?
Hi David, As your holiday is still going ahead as planned we’re not offering the option to cancel your holiday. You can find out more in Section 4 of Our Agreement.
I understand you have lots and lots of small print that pretty much allows you to get away with anything you like. But would it not be the right thing to do, given how heavily you have been selling the Dreamliner experience?
Hi David, We are giving customers alternative options if they no longer wish to travel on their original holiday.
Empathise with you predicament and understand the reasons behind the decision. Fingers crossed for June.
we are flying to florida may 4th TOM46 premium club, we have seats 2ac 3ac 4ac. can you please confirm we will still be in premium and the seating formation will be equivalent to the dreamliners? when will confirmation be sent out?
Hi Kerry, Our Boeing 767 will have a Premium Club cabin so you’ll still have this seating option. Our seating team will be re-allocating your seats and will try and get as close to your original selection as possible.
Really appreciate the clarity of the information provided in your notification. Especially the fact that we will be still travelling out and back on the dates we booked and paid for in full back in 2012!
Hopefully when it comes to seat reallocation after March 19th, as a party of 2, we will be offered similar seats together (as we already have reserved on the Dreamliner) in the rows of 2 on either the left or right hand side of the 767 aircraft.
The goodwill gesture of £80 per person is also welcomed, and I assume that as we paid in full in June 2012 this will be refunded automatically and immediately, could you please confirm?
Hi Manchesterbased, We’ll aim to re-allocate your seats as close to your original selection as possible. We’ll start processing refunds from the 19th March after we’ve given all customers the chance to make their decision on their holiday. If you’d like to leave your holiday as it is you don’t need to do anything and we’ll then process the refund for you after the 19th March.
Thanks for your feedback Dan, much appreciated
Do you know what the situation is with the dreamliner in July & August has it also been removed from operating long haul services in these months?
Hi Tony, We’re still awaiting a delivery date for the Dreamliner from Boeing, and at this time only flights in May and June have been changed. Should the delivery date mean that flights after June are changed we’ll contact any customers that are affected.
Hi
Thanks for coming back to me, I hope Boeing Sorts out a Fix and gets it back in the Air!
Is there a period of time youll need before it can enter long haul service. For example if the Dreamliners are delivered to Thomson in April can you fly them straight away?
Hi Tony, We do have a period of time that the plane has to fly short haul before being able to fly long haul. As we’ve no confirmed date of delivery from Boeing, at the moment we’re unable to advise on flights past June.
Thanks!
I have my fingers crossed!!
I am very disappointed by this, and asked specifically before paying my outstanding balance in full if this likely to happen, and was told told no. I was also told that I did not need to book seats at this stage, now it seems we will be on a smaller plane, so how likely am I to be able to sit next to my fiance?
I am disappointed at the amount to be paid back, I too like other customers could have got the same holiday cheaper at another agent, but went ahead solely due to the Dreamliner. I think Thomson could do a lot more in terms of compensation for customers. I for one will not be using them again.
Hi Vicky, We do understand how disappointing it is for customers who were looking forward to travelling on the Dreamliner. We’re aware that some customers have chosen their holiday so they could fly on the Dreamliner. If you’d prefer to make changes to your holiday plans then we’ll assist you. Customers can choose to transfer to any alternative holiday in our mainstream programme. We will waive the normal amendment fees. If the holiday is more expensive the customer will pay the difference and if it’s cheaper the customer will receive a refund.
A refund for supplement is different to compensation. Can you please provide me with details in regards to how I go about obtaining compensation seeing as due to other committments I cannot cancel or change my holiday. It would be helpful if I could have some timescales for this too since you have imposed a timelimit of 2 weeks for me to ‘make up my mind’ if I still want to go!
Thanks
Thanks
Hi Vicky, In line with the terms and conditions that have been agreed to at the time of booking, we’re providing all customers affected with the relevant supplements. As this isn’t classed as a major change to your holiday, we’re not in a position to provide you with any further compensation.
I am really disappointed about this, after specifically choosing Thomson for the Dreamliner over another Airline. Will the old 767 aircraft be having an ‘overhaul’ to accomodate these, as they are pretty shabby, painted in old First Choice livery and have worn seats (which on my last flight, the seat in front of me broke and collapsed to one side on take off!!!). This isnt the type of travel which I would have chosen for a long haul flight to Florida. As a loyal Thomson/First Choice customer, this has been another disappointment in a long list over the last 12-18 months which may just sway my choice of package holidays going forward.
Hi Kieran, I’m sorry to hear of your disappointment. Our planes do go through regular maintenance and seats are repaired and replaced as necessary. I’ll pass your feedback on to our airline team.
Do you know if the planes are being updated/ renovated?
Hi Kieran, We’ve no plans to update our planes at the moment. All our planes are maintained on a regular basis.
Hi wehave booked to fly the dreamliner on October the 1st to Mexico. If it is not to be then fine, but what are our options. Gatwick is a 4 hour journey for us and if we are not on the Dreamliner then we would rather fly from Bristol as it is just an hour down the road. Also we have book Premium seating and we will not fly economy on long haul flights. Please how far in advance will we be contacted as i would like the options of choosing a different airport and making sure we are in Premium seating and sat together?
Kind Regards
Hi Leanne, Currently only flights in May and June are affected, should the delivery date mean that further flights are changed then we’ll contact any customers affected.
Hi there
I know you must be inundated with qestions but can you please confirm what the seat figuration of the premium class cabin in a 767 is please?
Many thanks
Hi Andrew, The configuration in Premium Club on our Boeing 767 planes is 2-3-2, this is the same as the 787 Dreamliner.
Hello,
Can you confirm why the Boeing 767 to Cancun TOM194 Premium seating is 2-4-2 when it has been stated on here it would be 2-3-2.
Can you also confirm if and when I would receive a phone call about the refund for premium due to the Dreamliner not being available?
The holiday is fully paid for and seats on the plane have been confirmed via the booking webpage.
Thanks,
Mark
Hi Mark, We have different configurations on the 767 on standby to cater for the Dreamliner absence. If you could please send me over your booking reference then I’ll be able to look into this for you and confirm which you’ll be flying on. We’re also in action of refunding people who booked premium as we speak. Please be patience while we do this.
I am flying from glasgow to Orlando on the 2nd of July, is there a chance the dreamliner will be used if Boeing get the battery fix in the coming weeks.
Hi Gordon, We’ve currently only changed flights in May and June. If we receive our Dreamliners in time then we’ll aim to operate them from July, however if your flight was changed then we’d contact you.
Very angry with alternatives offered. You can break your contract with customers & we have to accept it! Why are you not giving the option for people to cancel? It seems that as usual your main concern is financial
Hi Nick, We understand customers are disappointed who were looking forward to travelling on the Dreamliner. We’ll be refunding customers the supplement of £20 per person they’ve paid to fly on the Dreamliner. This is clearly outlined in the terms and conditions we provided to customers which explained if customers have paid a supplement for a summer 2013 flight that was planned to be operated by the 787 Dreamlliner and we have to change the aircraft type, they will receive a refund. As we’ve not had a confirmed delivery date yet from Boeing we’re unable to confirm when this will be. This means that both your flights will be on a 767. I hope this has answered your query.
Will drinks (soft & alcoholic) be complimentry during the new in-flight service in economy?
Hi Alan, Drinks need to be purchased in Economy Club, if you choose Premium Club then these are included.
They are extremely tight with the free drinks in Premium, so you aren’t missing anything
Oh, and should the dreamliner come into service whilst we are on holiday, will we be coming home on it?
y haven’t my questions been replied to?
Booked on Dreamliner and in premium seating. You say we will get £80 per person refund, does that include the £20 already mentioned, or in addition? We will still be travelling on 9th May, been looking forward to it for nine months, not going to give up now!!
Hi Ron, All customers will receive £20 per person, which is the premium for flying on the Dreamliner. Customers who’ve booked our Premium cabin will receive an extra £80 per person due to the reduced leg room in the Premium cabin on a 767. I hope this answers your query.
Hi I’ve booked to travel to Mexico 25 August is it likely the Dreamliner won’t be flying then. If not would I be able to cancel my holiday and receive a full refund. I booked this holiday because of the Dreamliner
Hi Claire, if delivery does slip further, we’ve contingency plans in place to ensure our holidays in July and August still go ahead. Customers travelling on these dates would be switched to alternative aircraft and the same customer policy would be in place. However, at this time no decisions have been taken regarding our July and August flights as we are still awaiting a delivery date from Boeing. Normal booking terms and conditions apply.
I am extremely disappointed by this news.
I am going to Mexico in May to get married and one of the main reasons for choosing the destination was due to the aircraft.
Whilst I understand the reasons, I do find the £20 refund charge quite laughable and insulting.
I believe my flight was fully booked so how do you plan about cramming the same number of people onto a smaller plane?
Hi Paul, We understand customers are disappointed who were looking forward to travelling on the Dreamliner. We’ll be refunding customers the supplement of £20 per person they’ve paid to fly on the Dreamliner. This is clearly outlined in the terms and conditions we provided to customers which explained if customers have paid a supplement for a summer 2013 flight that was planned to be operated by the 787 Dreamlliner and we have to change the aircraft type, they will receive a refund. Our contingency plans have included finding an aircraft with enough seats to cover the amount of bookings we have. If you wish to amend your holiday we can assist you in this. Customers can choose to transfer to any alternative holiday featured in our mainstream programme. We’ll waive the normal amendment fees. If the holiday is more expensive the customer will pay the difference and if it’s cheaper the customer will receive a refund. If you wish to discuss this you can contact our Programme Change Team on 0800 0723 829.
I would prefer to cancel my holiday. I am not at fault here so why isn’t this being offered as an option?
Hi Max, I’m disappointed to hear this. If you wish to cancel your holiday it will be at normal booking terms and conditions, so will incur cancellations costs. Again you’ll need to contact our Programme Change Team to discuss this.
£20 compensation each when it will have cost me hundreds of pounds for the privilege of travelling to Manchester to specifically fly on the Dreamliner. How much compensation will Thomsons be getting which is obviously not going to be passed down to the customer. Our unsy
I agree £10 per person each way is not much. I’m sure thomsons will r receiving some large compensation for the fact that the fleet has not been delivered to them as per the agreed date ! I really don’t think the compensation is being passed into their customers !!
Hi Chris, Our main priority at this time is to ensure all customers’ holidays go ahead and we won’t be commenting in regards to compensation.
Thomson do not have any aircraft big enough to cover for the dreamliner, The thomson 767 has 31 premium seats and has a capacity of 283, the ex FCA 767′s only have 258 seats and 60 odd od these are premium
Hi Sean, I’m sorry we’ve taken so long to reply to you. As you may understand we’re very busy today. Our contingency planning has included finding alternative 767 aircraft with enough Premium seats to cover the amount of Premium bookings we have. I hope this answers your query.
So what are passengers flying on in May & June who are booked onto the 767 ‘s
Ignored again ha
If you are booked to travel on the premium seats is it £80 per person and the flight supplement you will be refunded?
Hi Chard, All customers who were booked to travel on the Dreamliner and have been moved to an alternative aircraft will receive £20 per person refund. If you’ve booked Premium seats you’ll also receive £80 per person due to the reduced leg space. I hope this answers your query.
Can I transfer my holiday to a NON THOMSON holiday?
Hi Tony, Customers can choose to transfer to any alternative holiday featured in our mainstream programme. We’ll waive the normal amendment fees. If the holiday is more expensive the customer will pay the difference and if it’s cheaper the customer will receive a refund. Unfortunately you’ll be unable to transfer to any other holiday.
Regarding my earlier question
Can I be E-mailed with seating allocation as I received last week. Booking ref 1024412
Hi Larry, As your flight is in the process of being changed a new seat number confirmation will be issued after the 19th March on a Boeing 767.
Myself, my husband, and my parents are flying to Florida the return flight only was on the dreamliner. Me and my husband have prebooked seats so we can sit together please confirm this will 100% still be the case. Also my parents where going to pre book their seats tonight so we can all sit together should they still pre book??
Hi Lauren, All customers who’ve paid to pre booked seats will be sat together on the flight. After the 2 week date on the customers individual notification email has passed, our seating team will re-seat customers who have selected their seat numbers on the alternate aircraft. Customers will be issued with a new confirmation detailing their seat numbers on the new flight. Customers who’ve not selected pre booked seats wish to do so, will need to wait need to wait until this has been done. I hope this answers your query.
Dont know what everyones issue is, do you value your safety over an airplane?
The leg room is exactly the same and yes whilst disappointed, I’m just glad I’m still going on my 2 week holiday and boeing and First Choice are putting the safety of their customers first!
Just like to say well done to the first choice team as I cant imagine all of this is an easy task!
Hi Emily, Thanks for your lovely feedback. I hope you have a very enjoyable holiday. Please let us know of your holiday experience. We’re always happy to receive customer feedback.
I agree with most people on here, just looking at the images of the passengers leaving the ANA flight after the emergency landing made me nervous enough. The potential for a “false alarm” still seems quite high, never mind the actual battery fires, which seems to only be part of the problem. What about the cracked cockpit window and the fuel leaks? May seems a bit soon for all these issues to be put to bed. The delays caused by this would be worse, not to
mention terrifying if it happened over the Atlantic. Yes, it would have been the cherry on the cake, but I am looking forward to seeing my 4 year old’s face at Disney, that’s the main part of the holiday. I have contacted Thomson twice, once with an enquiry about luggage allowances and once to select our seats and both times the service was friendly, quick and efficient. People seemed frustrated at the lack of information over the past weeks, but now the decision has been made I think the options seem reasonable enough. I appreciate that for some people the uncertainty over seating allocations might be a worry, but you might end up with a better row, if after the two weeks some people have chosen to change to a closer home airport or amend their flight times. It must be a pretty overwhelming job putting the contingencies in place, so let’s see what happens after the 19th. I feel reassured that we will get our premium seats, maybe not in the same row we selected, but close. It’s not in Thomson’s interest to have us all inundating the phone lines on the 19th unhappy with our seats.
Hi E Shaw, Thanks for your lovely feedback. I’m sure your 4 year old will have an amazing time meeting all the Disney Characters. I hope you and your family go on to have a lovely holiday.
Well said we have travelled a few times on the 767 with no problems there is plenty leg room and the entrainment is going to be just fine yes it’s unfortunate we are not flying the Dreamliner but would rather get there in one piece
Are you able to confirm whether the same schedules will still be operating, will we depart and arrive back at the same times?
Hi Graham, All schedules, flight times and airports will stay the same. It’s only the aircraft that’ll be changing. I hope this answers your query.
Thanks, will there be any options to upgrade seats after the 2 week ‘time out’ if the seats are slightly smaller on the 767 for Economy club?
Hi Graham, Our 767 aircrafts have 33″ seat pitch in the economy section of the plane, which is the same as the Dreamliner economy section. The Premium cabin has 36″ seat pitch. You will have to option to upgrade after this 2 week period if there are seats available. I hope this answers your query.
So if the dreamliner is full , will thomson s be cancelling peoples holidays .?
Hi Sean, Our Boeing 767 planes have enough seats available for those customers who’ve booked their holidays in May and June.
Does this mean you don’t have enough seats on 767′s for passengers in July and August? I am flying in July and I will be furious if I’m crammed into a 767 in the short haul config
Hi Zachary, We’re working on contingency plans in the case that we’re unable to operate the Dreamliner later than June, the alternative aircraft would be a Boeing 767 with a Premium cabin. No customers are affected by a reduction in seats on our Boeing 767′s.
You keep saying it will have a premium cabin but I’m in economy? Will the 767s used in July and August have 33″ leg room and seat back IFE?
Hi Zachary, The planes that we’re using in May and June do have 33″ leg room and seat back inflight entertainment. As you’ve not had a flight change we’re unable to confirm this at the moment.
I have been subject to your short haul 767′s in the past so I don’t want that hellish experience again.
I do hope you can ensure passengers travelling After June still get the same class of service or there will be a lot more complaints.
Hi Zachary, As soon as we have further information for customers travelling later in the year they’ll be advised.
I think it’s very disappointing & I know this is out of Thomson’s hands but it’s ridiculous they are not doing more for their customers. We are having to wait even later for confirmation as to whether we can change our holiday as we are not due to fly to September as it is a very Special Wedding Anniversary. Part of the reason on flying to Mexico was the Dreamliner. But either Boeing or Thomsons have been really good at selling this aeroplane. I’m not good at travelling and in the shop and on the television they make this out to be a great flying experience, reducing jet lag due to the oxygen levels being improved & mood lighting, visible sight our all windows and yet they are offering a pittance of a refund to travelling on a 767 rather than the 787.. I can’t even opt to cancel and go elsewhere rather than Mexico as I have to wait for Thomsons to make a decision and by that time all the good holidays will have been snapped up and the prices will be ridiculous. The price of this holiday has already gone up by £400 since we booked in July 2012. And that is the more exasperating point, we booked our holiday over a year in advance and to get to this point, 6 months before we are due to travel and not know what is happening makes you loose trust in these big holiday companies who just seem to want your money but do nothing for their customers.
Hi Eileen, I do understand your frustrations. Of course if delivery does slip further, we’ve contingency plans in place to ensure our future holidays still go ahead. Customers travelling later in the year would be switched to alternative aircraft and the same customer policy would be in place. At the moment, no decisions have been made regarding flights for later in the year as we’re still awaiting a delivery date from Boeing. When we have further information customers who are impacted will be informed.
Hi Elaine, thanks for your response, but what will my options be if I don’t want to travel this distance on a 767? The only reason I’m making this flight distance was down to the 787 and if that is no longer available as an option to travel I don’t want to fly 10 hours on a 767. Plus as I said I don’t want to wait until July to find out our big holiday we have waited over a year for is no longer going to give us the expectations we were expecting. To reiterate again, is the 787 not as great as it has been made out to be and sold to customers as I was totally taken in by the whole sales pitch on what a great flying experience this is going to be and people won’t feel the same effects of flying this distance as they would on a 767 then we are expected to just accept the change in flight, if and when it happens, again I know this is no fault of Thomson’s, but it’s not our fault as a customer if we want to change our holiday due to the flight experience being a big factor of our holiday. I really don’t want to fly on a 767 to Mexico so do I have to wait until being told in June as this is the timescale I seem to be looking at or is there someone I can raise this with directly. I don’t want to be charged to change my holiday but I also don’t want to play a waiting game and my whole wedding anniversary celebrations being ruined which I have planned for over the past year.
Hi Eileen, I do understand your concerns. At the moment It’s normal booking terms and conditions to amend your booking. To be fair to all customers in the same situation as you, we’re unable to waive these. We’ll advise customers who are due to travel on the Dreamliner later in the year with further information as soon as it becomes available. Unfortunately until then we’ve not further information. i’m sorry for any inconvenience this may cause.
Chill Eileen !
Its like saying your friend who was meant to pick you up in a vauxhall corsa turned up in a ford fiesta so you couldnt travel!
Most people turn up at the airport dont even know what they are getting on, and if you do, theres always the potential that any aircraft could be subbed.
The important thing is you get there. Thomson havent bought the 787 so everyone has some amazing experience – thats just the marketing spin. They could have refurbed the 767s to a similar standard as the 787s or at least the thomson ones to the first choice standard etc. Its all about the money he real reason is its supposedly 20% cheaper, which might filter through to the cost of a holiday eventually – or in the meantime it at least helps keeps the package companies solvent!
The important thing is you get there and given the 787′s have had a recent tendancy to burst into flames i’d be rather pleased to be on a trusty old 767 across the atlantic instead of a 787 until its resolved – and the longhaul 767s still aren’t too bad.
Lee, some of us chose Thomson because of the Dreamliner! We would have gone with another carrier if not! So yes we are disappointed, yes we know it’s not their fault but they are not being fair with their options! They will be getting their compensation from Boeing which will be huge and it would seem fair to pass it on to us. Plus people have being saying how uncomfortable the old planes are. The money they are offering is unfair! Please pass that to your bosses Thomson.
Hi Michelle, I’m sorry you feel this way. We’ll pass your feedback on.
Thank you.
@ Michelle C –
Your competitors to florida/mexico etc are the other uk charters Thomas Cook and Monarch and none of them are using 787 (or have ordered them) – you could of course choose them but Thomson 767s are probably better fitted cabin wise then competitors. Thing is Michelle if it wasnt a new plane you wouldnt know it was new. You’ve just fell for the marketing hype. 767s were in production for 20 years – if you got on one that was 20 years old or 2 years old your unlikely to notice the difference if it had had a cabin refurb.
Monarch A330′s were delivered in the late 90′s – as were airtours which subsequently are now branded as Thomascook. Thats a comparable age to Thomson 767s.
Your contract for them is to be transported from Point A to Point B and back. Which they said they’ll do and its on a similar plane.
The 787 is just new model 767 made of carbon fibre to make it lighter. The advancements are fuel burn, avionics, construction methods etc The cabin is hardly revolutionary. You’ll be travelling on more or less the same plane.
All this moaning and compensation culture. Why people paid more to fly on it in the first place is beyond me but given Thomson are paying this back thats all they have to do. You don’t need compensating for them still getting you there.
The out for nowt mob moaning again.
Well said lee the 767 are fine very roomy heard so much bad reports from friends about the bad experience with Thomas cooks long haul no tv working and less legroom always go with thomsons
AND WHO ARE YOU TO TELL ME TO CHILL. I’M RAGING!!!!
Well said… People do need to chill and stop making such a big deal out of things or looking for things that could go wrong…Boeing haven’t delivered!! Do these people really think Thomson would have spent millions on their marketing campaign if they thought the aircraft weren’t going to be delivered???
Hmmmm i’d be looking at taking my compensation and having a word with airbus about some 330′s – who might just be willing to do a deal to get their foot in the door!
Granted you wont get them for a couple of years but you’ll actually have a delivery date at least!
And when they arrive they just be painted in the Britannia livery, none of this Tui smile nonsense!
Hi, I see that Premium booked seats are receiving an £80 refund (each) due to the reduced leg room on the 767′s but Economy don’t receive anything back , why is this when over 80% of the Economy seats on the 787 Dreamliner are 34″ but are reduced to 33″ on the 767, this is reduced leg room for 80% of the passengers flying economy, so why no refund for them?
Hi Adrian, Customers who’ve booked in Economy Club are receiving compensation for the supplement they’ve paid for the Dreamliner.
Yes I understand that everyone is receiving the £20 extra supplement paid by all customers to fly on the Dreamliner, including the customers that have book Premium seats “so £20 supplement + £80 refund for the reduced leg room for Premium customers” but Economy customers only receive ” the £20 supplement and a BIG ZERO for reduced leg room”, were are you morals? you should be treating customers all the same?
Hi Adrian, The seat pitch is 33″ in our economy section of the 767, which is the same as on the 787. So there is no reduced leg space in the economy section of the plane. I hope this answers your query.
80% of the seating in Economy class on the 787 Dreamliner are 34″, so no it doesn’t answer the question. See link to the your Advertised benefits of flying on the Dreamliner in Economy & Premium club; http://thomson.inbro.net/seeinsidebrochure/Thomson_Florida-November-2012-…-October-2013-(April-Edition)/Intro/Flying-With-Thomson-Airways/page_7
Hi Adrian, Our seating pitch for the economy section of the plane states at least 33″. The seats that have 34″ are not guaranteed on your booking. So unfortunately you wouldn’t know until you arrived on the plane which of these seats you’d be allocated. I’m sorry for any disappointment this may cause.
I cant believe how many people are moaning at thomsons, its not thomsons fault! Dreamliner was having issues months ago so we knew this was kind of coming.
I am moaning not because of the change of plane which is not Thomson’s fault but their lack of help. The configuration of seats in economy has change from a 3-3-3 to 2-4-2. There are 8 of us flying and we had pre-booked 3 window rows. Thomson will not take my details and note down that we would like to be moved to 4 window rows of 2…ie. we do not want middle seats. They have said they will re-allocate and then we would have to get in touch if we weren’t happy. We have paid EXTRA to be able to pick our own seats and now we are no longer able to do that, nor will Thomson take any notice of our stated preference. They are allocating seats as they think best. Terrible customer service. Why not just re-open the seat reservation service and let customers who have paid re-allocate their own seats??
Hi Clare, I’m disappointed you feel this way. When you pay to pre book your seats you’re guaranteed to be sat together. To select your seats is a free service we offer on top of this. Our Seating Team will aim to re-allocate customers as close to the seats chosen as possible. As advised if you’ve any concerns once you received your new seats you can contact Thomson Airways on 0871 231 4787.
when we picked our seats for the 12th may it showed a seating plan 3-3-3 how on earth are you going ti fit everyone in 2-3 -2 those seats were picked because of a mobility problem 1d 1e going and coming back
Hi Sue, I do understand your concerns. Our contingency planning has included finding alternative 767 aircraft with enough Premium seats to cover the amount of Premium bookings we have. If you decide to accept the change in aircraft, after 2 weeks of receiving the initial email from us, our Seating Team will re-select your seats on the new aircraft. You’ll then receive a new confirmation with your seat numbers for the new flight. Our Seating Team will aim to select seats similar to those that you’ve selected. If you’ve chosen seats due to medical reasons you can contact our Welfare Team on 0844 871 1600 who’ll be able to assist you.
Is the £80 goodwill gesture payable per person. We have booked premium seats on the Dreamliner from Florida on 3 May.
Hi Leanne, The £80 gesture for customers who’ve booked Premium Club seats is per person.
Thanks. Will we have guaranteed premium seats on the alternative plane? When can we expect to hear from Thomson regarding our booking?
Hi Leanne, The 767 aircraft that will be used have enough premium seats to cover the premium bookings made. Over the next two weeks we’re giving all customers time to make any changes to their booking should they wish to. After this, our seating team will then start to re-allocate your seats and you’ll have received a new confirmation by the 22nd March.
#nameourplane
how about ‘delayed’
Very disappointing, the holiday was booked through Thomsons because of the 787, having sampled your 767′s previously there is no way I would have booked the holiday if the aircraft was a 767, You are not prepared to allow cancellations without penalty (legal opinion being sought).You should be offering the option of full cancellation or a reasonable level of compensation, ie not £10pp
I’d be interested to learn where you are sourcing your 767′s from, It appears that the leases on a number of Thomson 767′s are up, are these being extended or are you sourcing aircraft from different airlines?, if so who?
Hi Darren, I’m sorry you feel this way. We’re using the Boeing 767′s from our own fleet.
Thomsons fleet,? or from other airlines in the TUI Europe fleet to include Jetair, Arkefly etc, please be clear where these aircraft are coming from
Hi Darren, The aircraft will be from within the TUI fleet.
Of course a big disappointment for not flying the 787 but its not Thomson Airways fault and moreover it’s a safety issue.
Having flown in the 767 Premier Class a numerous times, I know what to expect. Are the planes the same old ones which are being used instead of the DREAMLINER or are different ones being leased?
If the old ones are being used I know to pack my cushion for the flight, as the seats feel very hard even in the Premier Class
Hi Hitesh, The Boeing 767 planes we’re using instead of the Dreamliners will be from our fleet.
Well said!! Those premium seats are MURDER on your behind. We always fly premium and have never left a Thomson flight without a numb bum! Hoping the Premium cabin on the Dreamliner will be better, (assming it’s flying by September.)
I am so disappointed not to being the Dreamliner and don’t think thomson are doing enough for customers at all seems all they care about is taking you money. I have been god the 767 we will be going on is tui from Germany will this have German crew on board
Hi Tom, The planes we’ll be using will be from the TUI fleet and will have Thomson Airways cabin crew on board.
Hi. Am I correct in thinking that each booking cm will receive an email to confirm the offer of compensation? We are booked in PE dreamliner return for 4th may. As we will be one of the first ish planes to be affected will we be receiving a email this week?
Hi Andrea, We’re notifying customers travelling in May today, if you’ve booked online this should have been sent to your e-mail. If you’ve booked through a Travel Agent they’ll receive the notification to pass on to you.
Hi dan. I haven’t had any email or phone call today. We travel. 19th April return 4th may. Should I be concerned?
Hi Andrea, If you can send your booking reference to us at thomsoncares@thomson.co.uk we’ll look into this for you.
Hi dan
I’ve sent it. Lead passenger is my husband (car hire purposes) Would be very grateful for a email or phone call. I know you re very busy
Many thanks
Hi Andrea, As soon as someone picks your email up they’ll look in to this for you.
Thanks Elaine. Appreciate that
Will it be today?
Hi Andrea, We’re working through all our messages as soon as possible. As you can imagine we’re very busy at the moment, so it may not be today.
I’m very concerned now that other Customers on flights much later than mine have been contacted already today
why haven’t I received any contact at all?
Hi, We’re aware that some customers may have chosen their departure airport and date so that they could fly on this new aircraft. If you’d prefer to make changes to your holiday plans then we’ll assist you. We have a number of flights operating to Florida and Mexico from a variety of UK airports. If you’d prefer to amend your booking to a different regional airport, then you’d be able to transfer without incurring any amendment fees or additional costs, as long as it’s to the same hotel and within four days of your original departure date. If you’d like to move your holiday outside 4 days of your original date or to an alternative long haul destination, we’ll waive any amendment fees. As outlined in the Terms and Conditions, we’ll refund you the supplement of £20.00 per person that was paid to fly on the Dreamliner. I hope this helps with your query.
Can Thomson rebook my flight with virgin instead? I noticed they have virgin brochures in the shop so do act as agents.
Hi LK, We’re not able to offer Virgin flights instead of our own. Our shops sell Virgin package holidays which is why their brochures are instore.
So can I change my package holiday to a virgin package holiday?
Hi LK, You’ll only be able to amend your holiday to one form our mainstream programme. Unfortunately you’ll not be able to amend your booking to another tour operator.
Hi I am due to fly to Cancun on July 19th and booked premium cabin can you advise if there is a schange in aircraft that i will still have my premium seats?
Hi Zoe, Where possible we’ll aim to allocate customers who’ve booked premium cabin in to the premium cabin of the alternative aircraft.
Hi there, seems like there are a lot of ‘ifs’ and ‘buts’ in the answers below. Given that Thomson will no doubt be pursuing Boeing for compensation, it seems only fair to me that you allow booked passengers to cancel if they so wish. Any loss you incur can be reclaimed from Boeing as a result of their failure.
Hi David, If customers have paid to fly the Dreamliner then we’ll be refunding them the supplement of £20pp. This is clearly outlined in the terms and conditions we provided at the time of booking and this explains that if customers paid a supplement for a summer 2013 flight that was planned to be operated by the 787 Dreamliner and we have to change the aircraft, then a refund would be given. We’re also offering amendments without admin fees for customers who wish to amend their booking. I understand how frustrating and disappointing this must be for customers that were looking forward to flying on the 787 Dreamliner. Unfortunately these circumstances are out of our control as Boeing have failed to fix the issues with its aircraft in time to meet our May and June flying schedules.
Why can’t we have a choice of moving our holiday till later in the year if we want to? and why did you not lease newer aircraft to give people a better flight? Surely you could have claimed that back from Boeing after all what are Thomson getting compensation for if not??? Pass something better on to your customers!
Hi Michelle, You can transfer your holiday to a later date from the dates we have on sale.
Hi me and my partner have paid for extra leg room and have chosen our seats together from your online plan, are we guaranteed to be sat next to each other with extra leg room?
Hi JW, Our Seating Team will re-allocate customers seats at the end of the 2 week period for customers to make a decision on their holiday. Extra space seating never guarantees seats together, only pre booked seats will guarantee this. However our Seating Team will aim to re-seat customers as close as possible to the seating that they have chosen.
If iv paid £80 for extra leg room does that not count as a pre booked seat?
Hi Jw, Extra leg room doesn’t guarantee you’ll be sat together. You paying for the extra space seat. The option to select your seat is a free service we offer on top of this. As previously advised our Seating Team will aim to re-seat passengers as close as possible to what they’ve already selected.
Hi Elaine, I was contacted by an advisor a while back and persuaded to pay for extra leg room non-premium seats – does the 767 being used in place of the Dreamliner also have plenty of seats like this grouped together, and do you know if any are window seats? My booking is July so there’s still hope I will get Dreamliner but it would put my mind at rest if you can confirm. I’m worried that when I come to reserve the seats there won’t be many of these and we won’t be able to sit with our kids, which definitely isn’t what I expected from my conversation with the lady who called me. Thank you
Hi Vicky, If you were to have an aircraft change to a 767 there will be extra space seats available. The seat map is available within 90 days of your return date for you to select your seats. Until we know it there will be a change and to which aircraft I wouldn’t be able to advise where these seats will be.
prebooked our seats this morning, but after checking the seatplan of 767 our row appears not to be on this plane. Called branch where i booked to be told they would put it in their diary to call me in fortnight. Hubby called 0844 aftersales dept and was told that we would be contacted in a week. Friend who is also on same flight has already received email from thomsons with a link to prebook her seats again, yet we have received nothing. Totally confused about what the procedure will be to reselect seats now.
Hi Marjory, If you decide to accept the change in aircraft, after 2 weeks of receiving the initial email from us, our Seating Team will re-select your seats on the new aircraft. You’ll then receive a new confirmation with your seat numbers for the new flight. If you wish to discuss this re-allocation with someone you can call Thomson Airways on 0871 231 4787.
thanks Dan, will email details now.
We are very dissopionted but safety must come first, not happy about the small refund, we are flying out on21/05/13 I have paid to select our seats but every time I try to do it I get a message to say this is not available , can you please tell me when I will be able to do this
Hi Sharon, We understand how disappointing this is for customers who were looking forward to travelling on the Dreamliner. If you’ve paid to fly the Dreamliner then we’ll be refunding you the supplement of £20pp. This is clearly outlined in the terms and conditions we provided to you at the time of booking and this explains that if you’ve paid a supplement for a Summer 2013 flight that was planned to be operated by the 787 Dreamliner and we have to change the aircraft, then you’d receive a refund. To select your seat you’ll need to wait until our Seating Team has re-allocated all the customers that have already chosen their seats. As you can understand this will take some time. Once the 2 week period is over for accepting any changes our Seating Team will then re-allocate customers.
How have some people been able to pre book seats , I have been trying for 2 weeks to select my seats ?
Hi Sharon, The seating plan opens within 90 days of your return flight. If the plan isn’t open yet for your flight no customers will have been able to select seats.
Hi Thomson,
I am dissapointed that the Dreamliner has been cancelled, yet understand your reasons why. However we flew with you last year on a 767 to Mexico and the flight quality was terrible. The entertainment supplied was old films and rubbish, the food quality okish but not good, the seats were old and worn and to be honest we would not have flown with Thomson again to Mexico because of this, we did however due to the Dreamliner. I would like to know what is in place incase this happens again as I do not want to gewt into a major wrangle with Thomson on my return – I hope this is not the case and that the flight quality is much improved but if it isn’t I will most certainly require compensation as this was unacceptable for a 10 hour flight – we have flown to Mexico with 6 times and this flight was the worst. Please advise what your contingency plans are?
Also to add to the bad entertainment selection was the fact that the sound quality was poor and made watching anything pretty impossible!
Hi Paula, I’m sorry to hear this. If you can please advise of the date that you’re due to travel I can check this for you.
Hi Elaine we fly out on 30/06 back 14/07, I have seen the responses about the 20 refund but my point is I would not have flown to Mexico again with Thomson after the inadequate flights last year.
Hi Paula, The 767 passengers will receive a new experience from the 1st of May as part of our re brand of Premium Club and Economy Club. We have made changes based on our Customers feedback, and we have had high customer satisfaction scores recently regarding flights on our 767′s.
Hi Adam
Thanks for that, hopefully then the flights will be ok. Can I just check, as we fly back in July we will be on the Dreamliner for our return (if the safety issues gave been resolved) ? Mt travel agent sAud we should be?
Hi Paula, If you’re due to fly out in June and return in July, you’ll still receive a £20 refund of the supplement. If you’ve booked to fly in the Premium, you’ll also receive an £80 gesture of goodwill. Both of these flights will be changed over to a 767.
we are meant to be flying out end of april to florida and returning beginning of may on the dreamliner. will we still be entitled to the refund of the extra supplement paid to fly back on the dreamliner and would we still be eligible to change our booking without having to pay amendment fee
Hi Sharon, If you’re flying one way on the Dreamliner and accept the changes made, you’ll be entitled to £10 per person supplement that was paid to travel on the Dreamliner. If you wish to amend your booking you can do at no admin fees. I hope this answers your query.
My husband is a really nevervous flyer and i only got him to agree to our holiday in mexico if we went in the luxury of the dreamliner. He does not want to go on another plane. I parted with my money thinking this was the holiday i was purchasing-as its not then surely we deserve our money refunded?
Hi Anna, We understand how disappointing this news is for customers who were looking forward to flying on the Dreamliner. If you wish to amend your holiday we’ll assist you to do this. You can amend to any holiday within our mainstream programme at no admin fees. If you wish to cancel you booking it will be at normal booking terms and conditions and incur cancellation costs.
I think Thomson’s attitude is very wrong, and will hesitate to book with you again. We don’t want your alternative flight, so we should be able to get our money back. It’s like saying to someone who wanted to buy a ruby ring that you can’t supply that, but have here a sapphire one! No, I booked for a particular holiday, if can’t supply that then GIVE ME MY MONEY BACK!
Hi Anna, I can appreciate how disappointing this will be for many customers if they don’t travel on our Dreamliner’s. However, the 767 aircraft provide all the services you’d expect from our long haul flights from full in flight entertainment and pampering goodies to a 36” seat pitch. As previously advised, if your flight is changed to an alternative aircraft, we’ll do everything we can to ensure you arrive to Florida and Cancun as comfortably as possible and still receive the premium 787 service from our crew on board. As an aircraft change is not a major change to their holiday, normal booking terms and conditions will apply if customers wish to cancel their holiday.
I have sent 3 emails to thomsons over the last few weeks regarding the Dreamliner situation. Sorry to say they have lived up to their (lack of) customer service and not even acknowledged any of them. I just want a full refund and have nothing more to do with the company
Hi Alex, I’m sorry to hear this. If you can send me your booking reference number I can look to see if we’ve received your emails.
My booking ref no is …………
Hi Alex, I’ve checked and can see you’d emailed our Pre Travel team on the 19th January, we the replied to you on the 21st. At that moment in time, we didn’t have any further information to provide to you regarding our Dreamliners so the details that were provided were correct. At this moment in time, if you were to cancel, normal booking conditions would apply. However you do have a few options to you should you choose not to accept this change. To find out what these are, please contact the Travel Agents in which your holiday was booked and they’ll be more than happy to help.
I think Thomson are being very proactive in their approach to this and should be commended in working their existing ex-FCA and exisiting B767 fleets to plug the gap the delay in deliveries of their 787s, which are in no way the fault of Thomson.
Safety is paramount, with the batteries only one of the issues leading to the grounding of the worldwide fleet by the US FAA as well as critical inputs from the US NTSB on those other aspects.
I will now also be flying out on holiday as a PAX on a TOM B763 – and as a flight deck member(!) with another airline, I can only commend Thomson for their proactive customer focus.
The B787 will be here soon enough – and when it does arrive, it will be better with the creases ironed out!
Hi Graham, Thanks for your positive feedback. I hope when you’re a passenger on our flight you have an enjoyable time.
Hi
Following this fiasco closely and im wondering what your plans are for people traveling in July are? It states on this website and I quote”that we have contingency plans in place to ensure our holidays in July and August still go ahead” does this mean we will get Economy as standard e.g. leg room, entertainment? If not I would like to no know so I can change my plans before hand?
Hi Ian, We’re working on contingency plans for departures in July and August, should the Dreamliner not be able to fly. As soon as we have any further information and if any customers are impacted, they’ll be contacted.
Hi – The shop where I booked called today to tell me of the news, and I am yet to make a decision of whether I will cancel or not. The shop advised me however that as I booked premium economy on the dreamliner I will, without question, get a premium economy seat on the 767. Some of your answers on here suggest that this MAY not be the case, I am concerned that should I decide to go ahead I would be travelling in economy , there seems to be conflicting comments
Hi Toni, Our contingency planning has included finding alternative 767 aircraft with enough Premium seats to cover the amount of Premium bookings we have. I hope this answers your query.
Thank you for your response, yes that does indeed help
I am expressing my opinions on thomson as I don’t feel we have been fairly treated I know it’s not thomson s fault about the dream liners it is the way they are handling it. I have paid 60 pound to per book our seats so we could be together by a window and now I have been told my seats will be picked for us surely that not right. What happens if I don’t agree with the seats you have choose for us
Hi Emma, When you pay to pre book your seats, this guarantees you’ll be sat together on the plane. To select your seats is a free service that we offer on top of this. Our Seating Team will aim to re-allocate customers as closely to the seats that they’ve chosen. I hope this helps with your query.
I have travelled with Thomson/FC to many Caribbean locations over the last 5 years and have also been satisfied. When I heard about the 787 coming to your fleet, I immediately wanted to be on it. I made several indications to family and friends that this plane will be great to fly on.
For Christmas the wife booked an holiday to Cancun, returning on the 787 (4th May). She booked this knowing I would be over the moon. (I was apart from she had paid the deposit, I had to pay the balance!). I lost my job in March 2012 and am still unemployed, I did not ought to be taking such luxuries as holidays to Mexico, but the wife thought I would be ok with it, seeing its on the 787. For months I have bragged to all and sundry about being one of the first to be on the 787. I have tried over and over to justify the expense, and each time I tell myself ‘its on the 787′.
Now I am devastated that the surprise on Christmas day is now not a surprise, its a horrible, expensive nightmare. I still want to go on the 787, but cannot afford to pay for another holiday later in the year.
To those who say its only a plane, and its the holiday you should be looking forward to, well for me its not. It’s a flight (or was a flight) on the 787 that was the major driving force behind the booking.
I’m obviously not happy with Thomsons handling of the whole affair. For those travelling purely to be on the 787, there should be an option to cancel, without penalty. For those who booked an holiday and are not bothered which plane they go on, or return on, they will still get what they wanted and paod for.
Hi David, I’m sorry to hear that you’ve lost your job. Our main aim is to ensure customers are still able to go on their holiday. Customers are being compensated in line with our terms and conditions for not flying on the Dreamliner. If customers wish to amend their holiday the can do without admin fees. As an aircraft change is not a major change to cancel your holiday is normal terms and conditions and will incur cancellation costs. I’m sorry for any disappointment this may cause.
We are flying on 28th june and returning on 13th july what happens with regards to booking seats home and when will we be refunded?
Hi Alexander, As your flying out at the end of June, these booking with be changed to a 767 aircraft on both flights. You’ll be able to select your seats within 90 days of your return flight. You should receive your refund is you accept these changes within 2-3 weeks. I hope this helps with your query.
Hello Im flying out on the 13th July does this mean its operated on a 767?
Hi Zachary, At the moment all flights in July are going ahead as normal. Of course if the delivery of our 787 aircraft does slip further, we have contingency plans in place to ensure our holidays in July and August still go ahead. Customers travelling on these dates would be switched to alternative aircraft and the same customer policy would be in place. However, at this time no decisions have been taken regarding our July and August flights as we are still awaiting a delivery date from Boeing.
i don,t wont to travel 10 hours on a cramped 767. can i keep my hotel booking with thomson and transfer my flight to a nice human friendly virgin 747. we were booked in premium seats on the dreamliner how many seats upgrades will be avalable on your gatwick mexico flight on 10 may.
Hi D H Williams, If you wish to transfer your holiday to an alternative flight you can do this without admin fees, but not on to a Virgin flight or any other airline. We’re unable to advise how many Premium cabin seats are available at the moment until we’ve had confirmation of who’ll be accepting the change and who won’t. This will be in 2 week’s time. I hope this helps with your query.
Travelling to Orlando via Glasgow on June 30th 2013, had booked Dreamliner Premium. One question as we have our own villa booked privately we need to stick to dates what assurances from Thomson do we have that we will travel same dates.
Hi Jillian, No travel dates are planning to be changed. However this can never be guaranteed as all flight times can be subject to change.
£20 compensation when we have paid hundreds of pounds to travel to Manchester for the sole privilege of travelling on the cancelled Dreamliner? What a disgrace. I understand it’s out of the hands of Thomson’s but as a premium holiday company I would expected more tha the very unsympathetic response we had from our branch manager. The options were 1. Tough luck, accept it. 2. Cancel in toto and thanks , we will happily accept your £1000 deposit. 3. You can amend to fly from Newcastle but as your hotel wont
Hi, I’ve responded to your previous post.
we only booked with yourself because of the dreamliner, i am now beginning to wish we booked Virgin as at least we would have got free drinks, Come on Thomson offer your customers something !!!!
Hi Lisa, We’ll be refunding customers the supplement of £20 per person they’ve paid to fly on the Dreamliner. This is clearly outlined in the terms and conditions we provided to customers which explained if customers have paid a supplement for a Summer 2013 flight that was planned to be operated by the 787 Dreamlliner and we have to change the aircraft type, they will receive a refund.
We understand how frustrating and disappointing this news will be for those customers looking forward to flying on the 787 Dreamliner. Unfortunately these circumstances are out of our control as Boeing has failed to fix the issues with its aircraft in time to meet our May and June flying schedules.
Isn’t it a disgrace Lisa? Thomson will gain MILLIONS OF POUNDS for this and all the customers get is pathetic £20 each!!! Glad i changed m booking when i did so i don’t end up lining their pockets with the £300 extra we paid to fly this plastic piece of crap!! Will be claiming my £100 admin fee back though!!!
Hi Chris, If you wish to claim your amendments fees back you’d need to speak with our change team on 02476 280 036 and they will look into this for you.
Hi you keep quoting its in the terms and conditions, I have scoured these and there is no mention of it. When we booked we also asked before doing so if we we guaranteed to be on the dreamliner and was told catagorically yes we would. This is a legally binding contract of which you have breached. What do you intend to do?
Hi Debs, In the A-Z section of our Terms and Conditions you’ll find the following – 787 Dreamliner
If you have paid a premium in your flight supplement for a Summer 2013 flight that was planned to be operated by the 787 Dreamliner and we have to change the aircraft type, you will receive a refund of the part of the premium for the relevant flight. If you wish to take a look at these you can find them on the following link – http://www.thomson.co.uk/thomson/page/byo/atoz/atoz09tandc.page. I hope this helps with your query.
Do you really think Thomson would breach the t and c’s of the contract???? Maybe you need to take more care reading through them before you imply thomson have allegedly breach of them…they are doing their best so let them get on with it!!
Have you flown virgin recently?? One free drink on a flight to Orlando!! Then the bars were locked… When talking to fellow travellers it seems to be a common occurence on virgin flights…
Hello I am due to travel to Punta cana on may 24th. Although i am due to travel on the 767 will the contingency plan affect my flight ? (e.g. will our seat configuration change so it is too fit the amount the dreamliner did?)
Hi Tony, No current 767 bookings are currently affected by our contingency plans for the Dreamliner. I hope this helps with your query.
I have 2 separate booking references 1 x 5 persons and 1 x 1 person all travelling to florida on same date but returning on different dates
I have already reserved seating for outward journey and have seen told that both booking references have ben linked and we have 6 seats together for outward journey
I am due to telephone this Friday to reserve seating for my group of 5 for our return Do I still need to do this or await your call?
Can you assure me that I will have 6 seats together for outward journey albeit on 2 different booking references
Hi John, At the moment the Airline are working on a booking by booking basis re-allocating seats onto the new aircraft. I recommend awaiting your new confirmation and then if the booking link has not worked between the two references, give the airline a call.
be available you can give us another sum of money. Can I ask how much compensation your company will be getting from Boeing as its obvious it won’t be passed down to the lowly customer.
Hi, Our main priority at the moment is to ensure all customers holidays go ahead and we won’t be commenting in regards to compensation.
We have booked and paid for seats with extra leg room as my husband is 6ft3. Will we still get extra leg room as we can’t travel from glasgow to cancun on 13th may without getting extra leg room.
Hi Anne, We will look to reallocate customer who have booked extra space seats on the 787 into extra space seats on the 767.
I was due to fly from Florida on the 5th May on the new dreamliner. Will I be entitled to a refund of the supplement that I paid to fly on the dreamliner or if I decide to amend my holiday by changing the hotel and length of stay will I be charged a amendment fee?
Hi Andy, Please e-mail your question to thomsoncares@thomson.co.uk with your reference number and the holiday you wish to transfer to. We will then be able to advise your options tailored to your current booking.
i’m not too impressed with thomson this is the first time i have booked with them and will probably be the last. we travel on 3 may not had any notification about the dreamliner or what will happen with our pre booked seats. all thomson want to do is try and get more money out of us. travel insurance, car parking, extra legroom seating, they are never satisified with what has been booked.
Hi Jan, I’m sorry you feel this way, please advise of your reference number so that we can look at re-sending you the e-mail with information regarding your flight and your options.
Can i change the dates of my holiday at no extra cost? The dreamliner was a major factor in deciding where to go on holiday – in fact i would go as far as to say i only booked the holiday as we wanted to fly on the dreamliner – so now i am committed to a £4k holiday and i am not getting what was the major selling point. Can you point me to the where in the T&C’s it mentions that if the dreamliner was not available an alternative aircraft would be used with no options for the customer? Whilst i appreciate this is out of your control, the way you deal with us, your customers, is in your control and it feels like you have taken a higher premium for holidays planned to fly the dreamliner but only reflecting this as a £10 per person addition. Why am i not able to cancel my booking as you are unable to fulfil the original contract. As you can tell i am incredibly unhappy about this!
Hi Dan, I’m sorry you feel this way, unfortunately the change in aircraft is beyond our control If you wish to now transfer your holiday you can do this free of amendment fees. For more information or to action this transfer please call our helpline on 0800 0723 829.
HI, I understand none of this is Thomsons fault but its only fair that refunds should be an option. We booked our honeymoon on the basis that the dreamliner would be a fantastic start to the honeymoon and would prefer the option to now book somewhere else other than travel on one of the old uncomfortable 767′s (which is likely to be the case.) Is this not an option given Thomson can recoup any loss of oncome from Boeing?
Hi Adrian, In our booking conditions we do feature the terms that the Package Travel Regulations require. It is very rare that we need to make any changes to a customer’s holiday, however, to make sure we all understand what will happen when we do, we agree with our customers in those booking conditions the types of change that we both consider significant and those that we don’t. In these booking conditions a change of aircraft type isn’t considered a major change. We go further to ensure that passengers know what will happen if it becomes necessary to make that type of change, and provide even more clarity around a change from a 787 Dreamliner. We clearly highlight that some facilities such as in-flight entertainment or the advertised seat pitch may not be available if an aircraft change occurs. We also advise where we are unable to provide a seat option that a customer has paid for we will refund the amount you have paid. We have a policy in place which applies our agreement and which we believe is both fair to customers and complies with the requirements of the Package Travel Regulations.
Does this mean we are able to select another holiday to any destination without charge ?
Thank you
Hi Mia, We will not charge amendment fee’s however you would need to pay any difference in the holiday cost. For more information regarding the options available please call 0800 0723 829 or visit the shop you booked in.
Hi can you tell me if you are hiring in any 767 planes or are you using some of your current fleet of 767 which are quite old now (that’s why we booked a Dreamliner newer plane) regards Steve
Hi Steve, The 767 aircrafts that we’ll be using will be part of the TUI fleet that we currently have. I hope this helps with your query.
i understand if i booked through a travel agent (thomson in exeter) i should contact them? i don’t wish to change any details off my flight i just want to know i’ll get the same customer care from the shop as i would on line. it is the flight only i booked leaving gatwick on june 29th
Hi Dave, All bookings will receive the same service and options regardless of the method they were booked.
very disappointed today, had a call from the local branch, we only chose the date and flight from gatwick to fly dreamliner, now I cant change my holiday leave and cant move it to bristol as my leave is fixed. All the answers I had from the call were from a letter that the lady was reading to me. I feel really let down and the £20pp is no compensation.
Hi Mark, I’m sorry you feel this way. Have you seen when the nearest Bristol flight is to your holiday? We are offering transfers to different departure airports free of amendment charges as long as its within 4 days to your original date.
We chose to fly from Manchester on 17 Jun on the dreamliner as this was a cheaper option than flying from glasgow now looking at the flights from glasgow they are £100 cheaper than the price we have paid to fly from manchester would it be possible to have our flights changed to fly from glasgow at no extra cost ?
Hi Lesley, Please advise of your reference number and also the date the Glasgow flights you are looking at are, We’ll then be able to advise of your options.
Hi,reference number is ,we would be willing to go on the 16th of june from glasgow for 5 people,this was booked in First Choice shop.
Hi Lesley, As you made this booking through on of our stores, you’ll need to contact them to discuss this and they’ll be able to advise of availability.
Can u please answer my question this is the second time I have asked this,is it true to say that if you change to fly from a different airport and within 4 days of the original date you will not be receiving the £20 compensation .
Hi Lesley, I’ve answered your question on another one of the comments you’ve posted.
Can i claim the £100 i had to pay last month to change my holiday from the Dreamliner? As i feel it was plain obvious you were not going to receive th aircraft in time!
Hi Chris, you may be entitled to a refund, you can discuss this with our Programme Change team on 02476 280 036.
Maybe you could tell me the lottery numbers for Saturday as you seem to be able to predict about the 787 when no one else could!!
I understand the reasons behind this change, safety is of course always going to be number one, and rightly so! some people here must think that Thompson are making us go on a ‘pedal yourself’ plane with some of the reactions. They have done everything they can to ensure all holidays go ahead, with similar aircraft and refunds for the surcharge. So you cant plug your ipod in, and the plane is going to be a bit older, so what? i’m Just glad that we can still go!
My question is this – Thompson, am i able to call to reserve seats at this stage? my holiday is the beginning of june and we were planning to call to reserve two together this week, next to a window and adjoining, can i still do this or is there a delay because of this aircraft change?
Hi Kelly, If your flight is not open to select your seats yet, you’ll be able to do so as normal when your flight opens.
what is the status for a full refund?
Hi Rod, In our booking conditions we do feature the terms that the Package Travel Regulations require. It is very rare that we need to make any changes to a customer’s holiday, however, to make sure we all understand what will happen when we do, we agree with our customers in those booking conditions the types of change that we both consider significant and those that we don’t. In these booking conditions a change of aircraft type isn’t considered a major change. We go further to ensure that passengers know what will happen if it becomes necessary to make that type of change, and provide even more clarity around a change from a 787 Dreamliner. We clearly highlight that some facilities such as in-flight entertainment or the advertised seat pitch may not be available if an aircraft change occurs. We also advise where we are unable to provide a seat option that a customer has paid for we will refund the amount you have paid. We have a policy in place which applies our agreement and which we believe is both fair to customers and complies with the requirements of the Package Travel Regulations.
Was called today to say dreamliner was cancelled as expected, my travel agent explained about the £20 pp refund but was abit unsure about the changing holiday to a different date etc, she said we had the option to but was unsure of the rules if you like eg didn’t know if had to be same hotel etc, said she would try find out, could you please tell me what is and isn’t allowed as to changing holiday without charge please, thank you
Hi Claire, All our shops should have the information regarding your booking options. Can I ask which shop you visited? You do have options to transfer your holiday, If you wish to speak with someone on the phone please call 0800 0723 829 for more information.
I booked at dudley merry hill lower ground
Hi Claire, If you’d prefer to amend your booking to a different regional airport, then you’d be able to transfer without incurring any amendment fees or additional costs, as long as it’s to the same hotel and within four days of your original departure date. If you’d like to move your holiday outside 4 days of your original date or to an alternative long haul destination, we’ll waive any amendment fees. However if the holiday is more expensive you’ll need to pay this, but if it’s cheaper you’ll get a refund. I hope this helps with your query.
Firstly I’d like to say that if the Dreamliner is not safe to fly then its fine that we have to fly on a 767,BUT should it not be at the same price as to what you would of paid had you booked a premier seat when there was no more premier seats left on the Dreamliner ??? You see,
When I booked my holiday last year for my husband & I to mexico being the second flight I had to pay over a thousand pound more for going on the Dreamliner from Manchester paying £600 pounds more than what my daughter ispaying to go to the same hotel, booked at the same time going the following day from Birmingham premier seats ???, so can someone please tell me how you can insult me with a £200 pounds goodwill payment. Had there been no Dreamliner I would be going with my daughter. All I see here is Thomson are winners all round, the Extra cash from all that paid more for there flight and the compensation from Boeing
Hi Frankie, I’m sorry you feel this way, Please send your reference number to us so we can have a look at your options regarding possibly moving your booking to Birmingham if you wish.
flying to cancun 21/6 for 3 weeks how soon can we book return premium seats on now a 767
looks like customers who booked on web can book seats.
we booked at thomson agent and it looks like we will have to have the seats that are left.
but we have always had great in flight service from thomson cabin crew
Hi Paul and Sue, Please provide your reference number so we can have a look into this for you.
I understand that these events are out of your control, but how can you justify offering a £90 refund for premium, when you are charging more than double the price they have been and almost 3 times more than from other airports?
Hi Stephen, If you’ve paid to fly the Dreamliner then we’ll be refunding you the supplement of £20pp. This is clearly outlined in the terms and conditions we provided to you at the time of booking and this explains that if you’ve paid a supplement for a Summer 2013 flight that was planned to be operated by the 787 Dreamliner and we have to change the aircraft, then you’d receive a refund. An additional £80 will be provided as a gesture from ourselves to recognise the disappointment of not experiencing the Premium Club within the 787 aircraft. For those who have already paid their balance, we’ll arrange a £100 refund. F those who haven’t, this will be deducted from the overall cost of the holiday when the final payment is settled. I understand how frustrating and disappointing this must be for customers that were looking forward to flying on the 787 Dreamliner. Unfortunately these circumstances are out of our control as Boeing have failed to fix the issues with its aircraft in time to meet our May and June flying schedules. I hope this helps with your query.
You made a massive sales pitch on your website to sell holidays to mexico with the dreamliner….we havnt got what we paid for …stop giving text book answers and feed back referals and do something more positive than a £20 gesture !…im sooo tempted to cancel….why sell holidays/flights if you havnt got the aircraft ?….it didnt say on the booking form…you are flying on the dreamliner (if its here in time) im taking this further…hope everyone cancels like i am !
Hi Lee, I’m sorry you feel we have mis-sold you your holiday, We originally expected to take delivery of our first Dreamliners at the end of February, which provided us with ample time to operate our first flights originally planned for 1 May 2013. No one could have foreseen these circumstances and Boeing is working closely with the FAA to try and resolve these issues as soon as possible. We understand how frustrating and disappointing this news will be, especially those looking forward to fly on the 787 Dreamliner. Unfortunately these circumstances are out of our control as Boeing has failed to fix the issues with its aircraft in time to meet our flying schedules.
I am really frustrated by all this, I understand that safety is paramount and certainly agree with changing to another aircraft. But me and my partner did not pay £20 to fly on the Dreamliner premium cabin, we payed £400 extra pp. So if we are offered premium on another aircraft (767), why are we not being refunded the difference we paid to fly on the Dreamliner premium cabin? I wish I didn’t book it now, we are going to at a loss of over £500
Hi Maria, I understand how frustrating and disappointing this must be for customers that were looking forward to flying on the 787 Dreamliner. As outlined in the Terms and Conditions, we’ll refund you the supplement of £20.00 per person that was paid to fly on the Dreamliner. As you’ve booked to be in the Premium Cabin, you’ll also receive an additional £80 per person refund due to the reduced legroom in the premium cabin on a 767.
Why are Thomsons asking for a supplement to fly on the 787 its not like you have a 767 sitting next to it on the runway for people that dont want to pay it.
Why do you charge £70 for a piece of luggage (thieves).
Going back to Seans question,if a 787 holds more people than a 767 with 33″ seat pitch how are you going to load all the passengers on to the 767? you have no planes big enough to do this so are people going to be bumped at airport and given the normal excuses(plane late in or fault on plane so changing to much smaller plane suitable for short haul journeys) ? I await the usual response (will pass your comments to feedback department.
Hi Mark, The £20 supplement that was charged is for the experience of flying on the Dreamliner. We do offer other flights to the same destinations. This supplement will be refunded to any passengers now not flying on this plane. Our contingency planning has allowed us to resource planes with enough seats for the bookings that we have. I hope this helps with your query.
You have no planes big enough so unless you have attached a trailor to the back of the 767 its impossible!
are you still charging for the entertainment on your planes? £5 each way.
If i want to fly from Gatwick to florida i have no choice but to travel on a 787 so why should i pay a supplement anyway.
Hi Mark, As my colleague Elaine said, We have taken the difference in size into consideration with our contingency plans. I do not have anymore information at this time but as soon as we do, we’ll let you and all our customers know.
I think you need to reacquaint yourself with the Thomson fleet and their seating capacities before sprouting off about trailers…Clearly not a plane spotter unlike my good self
I don’t mind about the plane change but what has angered me beyond belief is the awful customer service we are receiving. It’s disgusting! I am sick of reading ” contingency plans” and “I hope this helps with your query”. Thomson’s were eager enough to take money of us for these holidays and are now treating us like cattle. Thomson, do the decent thing and allow people to cancel at no cost and let them have the holiday they have saved for and have looked forward to for months. I have always holidays with Thomson before, NEVER again. I now have the same amount of respect for them as they obviously have for us, NONE
Hi Janet, , Our main priority is for customers to be able to continue with their holiday. We fully understand how very disappointing this is for customers and hope they will appreciate these circumstances are completely outside of our control. Customers will have the option to amend their holiday without incurring any amendment fees. As an aircraft change is not a major change to their holiday, normal booking terms and conditions will apply if customers wish to cancel their holiday.
Hi Elaine, I do realise that these problems are not Thomson’s fault and I also appreciate that our safety is paramount BUT by reading people comments on here and from my own experience, these holidays were sold solely on the back of flying on the dreamliner, so the change of plane IS a major change to our holidays and should be treated so. It is obvious that without the dreamliner these holidays would not have been booked. I, myself was going to book with Virgin and only booked with Thomson because of the dreamliner. I really now regret that decision. I am now stuck with a holiday I don’t want. I am so sad about this, this holiday was to celebrate our 25th wedding anniversary
Hi Janet, I’m disappointed you feel this way. If you’d prefer to make changes to your holiday plans then we’ll assist you. We have a number of flights operating to Florida and Mexico from a variety of UK airports. If you’d prefer to amend your booking to a different regional airport, then you’d be able to transfer without incurring any amendment fees or additional costs, as long as it’s to the same hotel and within four days of your original departure date. If you’d like to move your holiday outside 4 days of your original date or to an alternative long haul destination, we’ll waive any amendment fees.
Hello
First up i think you guys are doing a cracking job. seems to be a lot of people on here who just want to complain instead of actually getting on theyre holiday
That said can you please advise why Thomson have put a 767 instead of the Airbus? the Airbus would be a much better flight than the 767 and more likely up to the standards of the 787 Dreamliner?
was just a thought
cheers
Hi Ed, Thanks for the kind feedback. I’ll certainly pass your feedback on to the relevant team.
Thomson/first choice only have short haul airbus aircraft, not long haul airbus therefore only option is the 767… And I believe from the end of this month all airbus will have gone to pastures new..
Hi ive got a booking for 20th jun from manchester to florida. I would prefer now the dreamliner has been cxld from bham on 16th june same hotel but think its 14nts rather than 11 will this be ok as i really dont want to have to travel frm manchester now theres no point. now its cxld from manchester can i change to bham.
Hi Claire, We’re aware that some customers may have chosen their departure airport and date so that they could fly on this new aircraft. If you’d prefer to make changes to your holiday plans then we’ll assist you. We have a number of flights operating to Florida and Mexico from a variety of UK airports. If you’d prefer to amend your booking to a different regional airport, then you’d be able to transfer without incurring any amendment fees or additional costs, as long as it’s to the same hotel and within four days of your original departure date. If you’d like to move your holiday outside 4 days of your original date or to an alternative long haul destination, we’ll waive any amendment fees. If you contact our Programme Change Team on
CONNED mis sold a product you couldnt supply was not warned about this when sold holiday.offered a paltry part refund NOT ACCEPTABLE full refund wanted. never booked with thompson before AND NEVER AGAIN shocking treatment. Was never informed of contingency plan
only reason for booking was to fly dreamliner not 767,
Hi Debbie, If you’ve paid to fly the Dreamliner then we’ll be refunding you the supplement of £20pp. This is clearly outlined in the terms and conditions we provided to you at the time of booking and this explains that if you’ve paid a supplement for a Summer 2013 flight that was planned to be operated by the 787 Dreamliner and we have to change the aircraft, then you’d receive a refund. I understand how frustrating and disappointing this must be for customers that were looking forward to flying on the 787 Dreamliner. Unfortunately these circumstances are out of our control as Boeing have failed to fix the issues with its aircraft in time to meet our May and June flying schedules. As an aircraft change is not a major change to their holiday, normal booking terms and conditions will apply if customers wish to cancel their holiday.
Do you really think Thomson would sell a product that they thought wouldn’t be delivered… I hope you are having the same aggressive rant at Boeing as they are the ones who have failed to deliver… Thomson are just part of the very broken chain… Aggression gets you nowhere, especially when directed at the wrong company..
Can you guarantee that the extra legroom seats that we have booked will be transferred to the new plane?
Hi Tiffany, For all flights affected we will be actively re-allocating customer who had extra space seats on the 787 to extra space seats on the 767.
I just need to clarify something i was reading the comments below do i have to pay for my own drinks on this flight??? Im pretty upset its my partners first time on a plane so we booked to go on this plane now as everyone else we have spent ALOT of money on this holiday and now ive got to sit on a plane with poor entertainment and hard seats great for a 10 hour flight
Hi Hannah, If you’ve booked our Premium cabin service drinks will be included. You’ll get the same service on the 767 as you would’ve on our Dreamliner. I understand how frustrating and disappointing this news will be for those customers looking forward to flying on the 787 Dreamliner, we’re equally as disappointed that Boeing was not able to confirm a delivery date for us but unfortunately these circumstances are out of our control.
So if there late you will be getting time penalty payments … Wonder if Boeing offer you £20 per plane and 767′s instead !
Hi Lee, Our main priority at this time is to ensure all customers’ holidays go ahead and we won’t be commenting in regards to compensation.
When your utilities company makes billions of pounds profit, do you get a share of it??? Or does your bank pay you a profit share, even though they frequently mess up?? No!!! So why are you asking the same of a holiday company??
Hi this is a message to others I was on the dream liner iv been In store changed my holiday by two days, and got a 5 bed gold villa and £466 refund as it was cheaper to travel two days before, if I was any of you I’d look into cheaper days, they did state I could go on the Dreamliner the only thing is because if changed my holiday I don’t get the compo, bit of a con if I’d have had to pay more to move my holiday
Hi Faye, I’m please you’ve managed to sort out an alternative holiday and I hope you have a lovely time.
Boeing have stated they are going to compensate travel companies for their loss with the Dreamliner issues. So why are Thomson unwilling to offer a full refund to customers who are not getting the advertised holiday. We are offended by the lack of customer service and care offered to us from a recent call to the call centre. I was more educated in the Dreamliner issues than the call centre operative. To the point that they did not even know the plane had been built. We understand that the b787 issues are not your fault, but its not the customers fault either but we are still paying for it both financially and though poor customer service. I will not be flying with Thomson again. Not because of being let down by Thomson over the dreamliner but how the ordeal has been handled. Flying us in a old 767 is like being picked up for the church in a bus rather than the nice new limo we were promised. But as the call centre said we will get you there so what are you complaining about. Hmmmm charming.
Hi Jamie, Our main priority at this time is to ensure all customers’ holidays go ahead and we won’t be commenting in regards to compensation. As an aircraft change is not a major change to their holiday, normal booking terms and conditions will apply if customers wish to cancel their holiday.
hello, we have booked to go to florida flying out on the 26th of april and coming back on the 10th of may. We already knew that the flight out to florida would be on the 767 which we didnt have a problem with anyway.. will out seat selection change for the flight out? as this as nothing to do with the dreamliner flight? and also we booked a window seat for our flight which was supposed to be the dreamliner, will we also get the window seat we payed for on the 767 you will be putting in place?
Hi Rebecca, Your seat selection for your outbound flight won’t change. Seats selected on the 787 will be re-allocated by our Seating Team, who’ll aim to re-seat customers as closely as possible to what they’ve chosen. I hope this answers your query.
I’ve asked a similar question above but it seems to be avoided?
You advertise that 80% of the seats on the dreamliner are 34″ or more, If my calculations are right, there’s
291 total passenger seats
47 are Premium seats
186 are Economy 34″ seats
58 are Economy 33″ seats
So 186 economy booked customers (which is the majority) have reduced leg room by flying on your 767′s but receive no goodwill gesture like the Premium passengers apart from £20 supplement fee.
Has you put it “An additional £80 per person will be given as a gesture of goodwill from ourselves to recognise the disappointment of not experiencing the Premium Club within the 787 aircraft”
What about the disappointment of economy passengers not experiencing the benefits of the Dreamliner economy club cabin? are they not just as important to you?
Hi Adrian, I’ve responded to your previous post.
I have paid to select seats on the Dreamliner plan, there are 3 of us sitting together, I am totally disgusted that your team will be reallocating seats when I have paid to select them myself! Selecting seats on a flight I’m not flying on and being charged for the privalige is not acceptable. I want our family to not have an isle between our seats, this in my books is not seats together.
Hi Debbie, You’ve paid for pre-booked seats which do guarantee you’ll be sat together on the aircraft. To select your seats is a free service we offer on top of this. Our Seating Team will aim to re-allocate the seats as close to possible as those that have already been selected.
Why not wait to see what seats you are allocated instead of moaning as bout something that may never happen… It wouldn’t be in anyones interest… Not yours nor Thomsons… To sit you across the aisle or 20 rows away from your original selection… Give them time to do their job… You may be pleasantly surprised by the seats you are given!!!
We have visited our local branch and we were advised that despite paying the extra to fly on dreamliner in premium we would only get £100 per person so we are a further £200 down on the cost of flying 767 to the dreamliner 787 – this is disgusting we would not of chosen to fly Thomson had it not been for the dreamliner and we would therefore not of been out of pocket for a service we are not going to receive. Will we get the difference between the supplement for premium on the 767 and 787 refunded?
Hi T Hopkins, We appreciate how disappointing this’ll be for many customers if they don’t travel on the 787. However, the 767 aircraft enjoys seat pitch of at least 36” within the Premium Club cabin, with 9″ seat back TV and a full entertainment programme to choose from. From 1st May we’ll be launching our brand new inflight service across all our long haul flights. The service will also include a wonderful new menu, pampering goodies from Rituals, in Premium only, on-demand entertainment and other extras. Our customers will be receiving the same level of service from our Cabin Crew that they would’ve received on the Dreamliner. We will be refunding customers the supplement of £20 per person they have paid to fly on the Dreamliner. This is outlined in the terms and conditions we provided to customers which explained if customers have paid a supplement for a summer 2013 flight that was planned to be operated by the 787 Dreamlliner and we have to change the aircraft type, they will receive a refund. In addition to this, customers will also receive an £80 per person gesture of goodwill to compensate for the reduced legroom in the premium cabin on a 767.
These make very interesting reading – Thomson have stated on several responses that premium seats will receive an additional £80 refund for the reduced legroom – why if this is to be the only difference in premium on the 787 to the 767 and not all the other mod cons listed in the sales pitch were we charged what would now appear to be such a high premium to fly premium on a 787 (£499) to on a 767 (£199)
Hi Clare, Our holiday costs work on a flexible pricing system so you may find that premium seat costs can go up or down in price and differ between dates and departure airports. The 767 aircraft enjoys seat pitch of at least 36” within the Premium Club cabin, with 9″ seat back TV and a full entertainment programme to choose from. From 1st May we will be launching our brand new in-flight service across all our long haul flights. The service will also include a wonderful new menu, pampering goodies from Rituals (Premium only) and other extras.
Thomson seem to be very good at avoiding the actual questions comments their customers are making – at the time of booking we looked into all different permutations so we are fully aware of the huge price difference for our travel dates of premium on a 787 and premium on a 767 and believe that we are entitled to a refund in line with these extras – surely Thomson should take compensation on individual bookings rather than just a general amount for everyone. We are seeking legal advice as we have been advised that individuals cannot speak / deal directly with head office.
Hi T Hopkins, I’m disappointed you feel this way. Have you tried to call our Programme Change Team on 0800 8723 829, who are situated in our Head Office?
Sick of all your moaning. It’s not thompsons fault and frankly I’m pleased they don’t want to put us on a plane that’s been grounded for months. I’m just glad I’m going on my honeymoon and a decision has been made so I thank Thomson for that. Been in my local shop today and paid off rest of balance. Wish I had pre booked my seats now as didn’t realise we could given the issues but I only want 2 together so fingers crossed I can go on later. Can u confirm I can log online on the 19th and book my seats then? I don’t want to be separated. Thanks
Hi Annie, You should be able to select your seats within 90 days of your return date. I hope you have a lovely honeymoon and would love to hear about your holiday on your return.
Does the Dreamliner have more seats than the 767? If so,and the dreamliner was going to fly at full capacity, what happens to the passengers that won’t fit on?
Hi Anthony, Part of our contingency planning has addressed this issue including finding alternative 767 aircraft with enough seats to cover Premium and Economy seats.
I have always had great customer service from thomsons. Was in Mexico when the ash cloud hit, they looked after us no worries. This is a safety issue and I for one would rather be safe than on a plane with problems. Having flown long haul with thomsons before they 767′s are fine. We fly on may 13th to Mexico, booked extra leg room sitting together and were told we would still get this. This is all you can ask for. This is not thomsons fault.
Hi Gizmogirl, Thanks for your lovely feedback. I hope you have a great time in Mexico and I always look forward to hearing about customers holidays.
Iv booked this holiday around the Dreamliner, we have picked an airport 3.5 hours away from our house, just to fly on the Dreamliner, and we have paid more to go with thomson! I’m just feeling sick at A the thought of going on the 767 after what we experienced a few years ago. B only £20 refund? Because we where sold the holiday around this flight what would be the cancelation fee be,if any. we are flying in June.
Hi Ryan, We’re aware that some customers may have chosen their departure airport and date so that they could fly on this new aircraft. If you’d prefer to make changes to your holiday plans then we’ll assist you. We have a number of flights operating to Florida and Mexico from a variety of UK airports. If you’d prefer to amend your booking to a different regional airport, then you’d be able to transfer without incurring any amendment fees or additional costs, as long as it’s to the same hotel and within four days of your original departure date. If you’d like to move your holiday outside 4 days of your original date or to an alternative long haul destination, we’ll waive any amendment fees. As an aircraft change is not a major change to their holiday, normal booking terms and conditions will apply if customers wish to cancel their holiday.
I dont not see how you can only give a refund of £20 when the hoilday cost each £1500? Im waiting a call back from atol, we will be in contact once we have chosen what we are going to do. This is not the hoiliday package i was sold. if this was the company i work for we would be doing all we could for the customer not giving a tiny refund and a £500 cancelation fee. Thomson you wont be having bussiness off us anymore if the after purchase service is this bad. Absulote shame
Hi Ryan, I’m sorry you feel this way, The supplement that was paid by all customers to fly on our Dreamliner was £20 per person. Our holiday costs work on a flexible pricing system so you may find that your holiday cost can go up or down in price and differ between dates and departure airports.
You picked the holiday… No one else.. And no-one forced you… Just enjoy your holiday instead of moaning… You’re lucky the company has a contingency plan and aircraft…most companies wouldn’t! Its a massive task but they have to be left to get on with it instead of wasting responding to a plethora of customers moaning about what really are insignificant and irrelevant issues!!
I think Thomson are doing a first rate job, effective and timely commuincation, i spoke with matthew from thomson on the telephone he was fantastic
Hello
I have paid £60 for pre book seats together but havent selected my seats yet. Can I do this after 19March as u say thats the date for new seats plan or u ll be allocating tge seats to all passengers? Would I be able to log in to manage my booking after 19March and select myself the seats then? I would rather wait n select tge seats I want.
Many thanks.
Eliza
Hi Eliza, You can select your seats within 90 days of your return flight. If you’re already within this time frame, you’ll need to wait until the seats have been re-allocated for the customers that have already selected their seats. This will be after 22 March. I hope this helps with your query.
Even though we travel in May I stumbled by accident on trip advisor the fact Dreamliner is not flying. No email has been received and not happy this is the way I have found out especially as I talked to advisor on the phone on Monday after we had an email on Saturday to book our seats as I was unsure if the layout was for a dreamliner. (3-3-3) Your advisor informed me that the layout was for another aircraft as contingency plan but was coy as to whether there was still a chance of the dreamliner flying in May. We still had a glimmer of hope. However that hope is now gone. I am now advised that the seating plan was for the dreamliner and all seats booked are to be reallocated. Please tell me who is right and why have I still not received an email. A very confused customer.
Hi Karen, I’m sorry to hear that you’ve not been contacted about this change. If you can send me your booking reference number I can look in to this for you.
Hello Elaine
Do u mean I cant book my seats now?
I have paid for seats together will I be still able
to get seats together with my H?
I thought it was meant to be after 19march
now u saying 22march?
My flight is in around 80days from return flight so Im able to book it but
I thought I will wait until new seats plan will
be online on manage my booking.
Many thanks
Eliza
Hi Eliza, Thanks for your message. I’ve responded to your private message on our Thomson’s Facebook page.
will there be any chance of the 787 being ready for the end of june?
Hi Curtis, We still do not have a new delivery date from Boeing and therefore we have made the decision to action our contingency plans and change all May and June flights due to be on the 787 to a 767.
Does it cost to amend your flights more than four days?
Hi Curtis, If you’d prefer to amend your booking to a different regional airport, then you’d be able to transfer without incurring any amendment fees or additional costs, as long as it’s to the same hotel and within four days of your original departure date. If you’d like to move your holiday outside 4 days of your original date or to an alternative long haul destination, we’ll waive any amendment fees. However, if the cost of your new holiday is more you’ll need to pay the difference in cost. If it’s less you’ll receive a refund in the cost difference. I hope this helps with your query.
Hi
I am really disappointed and feel I have been misled I primarily booked with Thomson and from Manchester so that we could fly our dream holiday on the Dreamliner when infact I could have flown from Glasgow for the same price without hotel costs and a 4 hour journey. As previously stated on another blog answer you can move to a regional airport as long as its within 4 days if the date at no extra cost I am due to fly on 13th June from Manchester I would now like to change to Glasgow and due to the non refundable costs of my hotel I would like my family to be within the premium area of the flight. I have planned this holiday for 2 years and was so excited about the Dreamliner please help me get my family’s dream holiday back on track .
Hugely disappointed
Laura Lawler
Hi Laura, We’re aware that some customers may have chosen their departure airport and date so that they could fly on this new aircraft. If you’d prefer to make changes to your holiday plans then we’ll assist you. We have a number of flights operating to Florida and Mexico from a variety of UK airports. If you’d prefer to amend your booking to a different regional airport, then you’d be able to transfer without incurring any amendment fees or additional costs, as long as it’s to the same hotel and within four days of your original departure date. If you’d like to move your holiday outside 4 days of your original date or to an alternative long haul destination, we’ll waive any amendment fees. You can contact our Programme Change Team on 0800 8723 829, who’ll be able to discuss this with you.
Hi we have booked to go premium on the Dreamliner on the 6th of July, in the event of the Dreamliner being substituted for a 767 as is the case with May and June would we be able to downgrade to economy as we only booked premium because of the aircraft. If so would we lose money doing so.
Thx
Hi Rebbecca, If delivery does slip further, we’ve contingency plans in place to ensure our holidays in July and August still go ahead. Customers travelling on these dates would be switched to alternative aircraft and the same customer policy would be in place. At the moment, no decisions have been made regarding our July and August flights as we’re still awaiting a delivery date from Boeing. At the moment as you’ve had no change to your flight we’re unable to advise any further.
Hi Thompson, I am pleased to hear that we are being refunded £20 each, however keeping in mind the compensation that Boeing will pay Thompson I think it would be a good will gesture for all the disappointed passengers to be given something extra on the flights I understand that it’s not Thompsons fault but it would be nice after all it is the passengers that keep Thompson airline in bisness.
Many thanks Jason
Hi Mr Lawrence, Our main priority at this time is to ensure all customers’ holidays go ahead and we won’t be commenting in regards to compensation. I do understand the disappointment for customers who were looking forward to travelling on the Dreamliner.
Can i ask why you have removed the dream liner as the schedule plane for both the months of May and June? If you have only just decided today that you will now not be able to make the fist flight in May would that not mean that if boeing can find some sort of resolve in the next 4 weeks Julys flights may still be possible. I am due to fly out to mexico on the 22nd of june and fly back on 6th of July. Dose that mean as it stands i might get to fly the dream liner at least one way? I have booked PE on the dream liner so would i be refunded £20 + £80 for PE or will it £10 + £40 for PE because i might only have to fly a 767 outbound?
Regards
Bruno
Hi Bruno, Any customers due to fly out in June and return in July will still receive the £20 refund of the supplement and the £80 gesture if they were booked in premium. Currently your outbound flight will be changed to a Boeing 767 and if we’re operating the Dreamliner in July, you’ll fly back on a Dreamliner. If delivery does slip further, we’ve contingency plans in place to ensure our holidays in July and August still go ahead. Customers travelling on these dates would be switched to alternative aircraft and the same customer policy would be in place. At the moment, no decisions have been made regarding our July and August flights as we’re still awaiting a delivery date from Boeing. Until we have a confirmed delivery date from Boeing the Dreamliner Schedule has been removed from May and June. I hope this helps with your query.
So this means the 767 is operating flights in July? As this says the plane will be changed for both flights?
Hello
Have you seen my comments above?
Hi Kevin, I’ve responded to your previous post.
Hi Kevin, Any customers who’ll be travelling on their outbound flight in June and returning in July will be changed to a 767. A decision is yet to be made for customers whose outbound flight leaves in July.
So your saying that we will return on a 767 but if its flys they will send two planes one empty 767 to pick us up and a Dreamliner with new arrivals that does not make sense to fly two plane to the same place at the same time ?
Hi Jackie, Thanks for your message. At this current moment there are no further updates in regards our scheduled 787 Dreamliner flights for July and August, in which we’re awaiting further news from Boeing in regards to us having our scheduled delivery date. Our passengers that are being transferred from the 787 to the 767 for the flights in May and June fly on these aircraft’s and at this time our July and August flights are still scheduled for the Dreamliner, until further notice from Boeing. We also have contingency plans in place similar to those that are in place now, should the 787 Dreamliner not be delivered to us by then. There will also be contingency plans in place for any holidays that overlap the months of June/July. I hope that’s helped answer your queries.
Thank you for your reply. So it looks as though even if our return flight is in July, and if the dreamliner is in service by then, we still would not fly on it? I fail to understand why. There appears to be no silver lining to this dream.
Me and my partner had accepted that we would not be able to fly out on the dreamliner but hoped we would return on it – so we would not completely lose out. We are in the same boat as a lot of other people on here because we only booked Mexico long-haul because of the dreamliner. We were talked into buying a dreamliner holiday and NOT a holiday to Mexico per se. Nowhere was it stated that in the event that the dreamliner was not ready we would be put on one of the old and tired 767′s. We have sat in PE on the old 767 for the last 3 years to Mexico twice and Cuba once and had decided that would be the end of long-haul for a while. The massive Dreamliner campaign, and the way your shop staff pushed the dreamliner, convinced us to try long haul again. Now as i mentioned above we have been to Mexico twice before and are really looking forward to going back this year so i will thank you now for putting in place a contingency that will still let us fly. However, I still have the screen shot on my Ipad the day our holiday was booked that shows all the flight prices for the 767 and the 787. The holiday we booked was £280 PP more expensive to fly on the dreamliner. It was confirmed by a member of staff in your shop at the time of booking that the difference in price was solely down to the fact it was a dreamliner flight. We then decided to book PE the same as we have for our last 3 long haul flights and was told it was an extra £738 for 2 of us and not the normal £400 we have paid everytime, or the £460 currently advertised. Again we were told that it was because it was the dreamliner PE and it was much superior to that of the old 767.
So here are the questions: Is it possible we were given the wrong information by a member of your staff the day we booked our holiday and in essence miss-sold our holiday? or is it the case that what we were told at the time was correct, and going on the screen shots i have on my ipad, we have paid £280pp more to fly a dreamliner that we will not be on and £738 extra (as a side note, the £80 refund we have been offered for not being able to fly PE on the dreamliner is not equal to the difference in price for the 767).
I am not unreasonable and i’m more than happy to go on my holiday as it stands but i am not happy at all to be £898 out of pocket for a service you cannot supply. £100 each refund will not do. I do not want anything for nothing, but i do not want to pay my hard earned money for something i am not going to get.
Regards
Bruno
Hi Bruno, We originally expected to take delivery of our first Dreamliners at the end of February, which provided us with ample time to operate our first flights originally planned for 1 May 2013. No one could have foreseen these circumstances and Boeing is working closely with the FAA to try and resolve these issues as soon as possible. We understand how frustrating and disappointing this news will be for you. Unfortunately these circumstances are out of our control as Boeing has failed to fix the issues with its aircraft in time to meet our flying schedules. The supplement that was paid by all customers to fly on our Dreamliner was £20 per person. Our holiday costs work on a flexible pricing system so you may find that your holiday cost can go up or down in price. If you need any further clarification on the terms and conditions that were agreed to at the time of booking, feel free to have a look at Our Agreement With You in the back of our brochures.
Hi, my family were scheduled to fly from EMA to Sanford on 28/05/13 on your Dreamliner but following the news on the safety issues we have been awaiting an update on Dreamliner flight plans. From reading the above comments it seems that someone should have contacted us today to discuss options but we have had no call. Could you please confirm if we need to call you or if your team will be calling us. Kind thanks, Hayley Johnson – Booking Ref:
Hi Hayley, All customers will be being contacted within the next couple of days. If you don’t hear from us in this time please call our Programme Change Team on 0800 8723 829.
Kind thanks Elaine
I have booked the Dreamliner as my 10 year old autistic son is obsessed with it. There’s absolutely no way he will want to fly on a 767. Would we be able to amend our holiday to later in the year?
Hi Catherine, If you can send you booking details to thomsoncares@thomson.co.uk, I can look in to this for you.
Hi me and my partner are booked to go to cancun on the 1st of June we booked premium seats on the Dreamliner which cost us over £850 for both of us. When I heard about the dreamliners being grounded I didn’t think it was right that we should have to pay that much for premium seats only to be put on a Boeing 767 which does not cost that much. My travel agent charged me £100 to take my premium seats off which I don’t agree with. Will I be reimbursed my £100 because the Dreamliner won’t be flying so I should not be charged an amendment fee?
Hi Catherine, If you contact the shop that you booked through they’ll have all of the up to date information about the Dreamliner for flights in May and June. Your store will be able to contact our Programme Change Team to discuss with them about the amendment fees.
Just like to add that on one of your web pages by the independent the article reads (Customers will also have the option to amend there holiday without incurring any amendment fees) ?
I’ve replied to your previous message.
Hi we boked to fly from manchester to be on dreamliner we could have flew from Newcastle on same day. We have been told we can change to newcastle at no charge but our hotel is not showing available can the flights be changed and keep accommodation already booked?
Hi Tom, If you contact our Programme Change Team on 0800 8723 829 they’ll be able to check this for you.
If you book a flight with any other airline eg British Airways, you simply book a flight~you could end up on any aircraft type and even one type in their fleet has several configurations. Lucky that Thomson have enough aircraft in their fleet to accomodate~if you read the terms and conditions they can substitute the aircraft type and indeed the airline. Many travel firms would simply have chartered in clapped-out, one class 747′s or DC10′s just to get the passengers to destination and they are WELL within their rights to do this. At least Thomson are going to be offering the same service, all be it on a different aircraft type.
I noticed you did not include most of my message. I acknowledge that some messages need editing but not when I ask why each case is not being considered on a case-by-case basis. Someone complaining about flights being replaced at the same point of exit and accepting £20 compensation is not the same as my family paying several hundred pounds extra to fly from a different airport solely to fly on the 787 and then not being given the option to amend airports or cancel in its entirety. Editing my text, not to reflect this point, is like something out of the first world war movie or prison!
Hi Mrunhapppy, We only edit posts if they contain any personal information. We’re aware that some customers may have chosen their departure airport and date so that they could fly on this new aircraft. If you’d prefer to make changes to your holiday plans then we’ll assist you. We have a number of flights operating to Florida and Mexico from a variety of UK airports. If you’d prefer to amend your booking to a different regional airport, then you’d be able to transfer without incurring any amendment fees or additional costs, as long as it’s to the same hotel and within four days of your original departure date. If you’d like to move your holiday outside 4 days of your original date or to an alternative long haul destination, we’ll waive any amendment fees. As an aircraft change is not a major change to their holiday, normal booking terms and conditions will apply if customers wish to cancel their holiday.
But to quote the first lines of your flight advertising “To us, your flight is just as important as the rest of your holiday”. So how come this is not so important now when your customers want compensation for something they feel they have been misled into?
Hi, I’m disappointed that you feel this way. You will have been advised of you options by our Programme Change Team. I’ll be sure to pass your feedback on.
hi,we specially altered our holiday plans so we could fly on the dreamliner on 25th may,can we rebook for a later date or change our holiday this year and fly on the dreamliner at another time jeff
Hi Jeff, We’re aware that some customers may have chosen their departure airport and date so that they could fly on this new aircraft. If you’d prefer to make changes to your holiday plans then we’ll assist you. We have a number of flights operating to Florida and Mexico from a variety of UK airports. If you’d prefer to amend your booking to a different regional airport, then you’d be able to transfer without incurring any amendment fees or additional costs, as long as it’s to the same hotel and within four days of your original departure date. If you’d like to move your holiday outside 4 days of your original date or to an alternative long haul destination, we’ll waive any amendment fees.
We were due to leave for Mexico on the 19th of May and we only booked to go to Mexico again because of the Dreamliner. I booked over the phone and I specifically asked the operator, if this date includes flying on the 787 and she said yes. So I booked that holiday, which was more expensive than if I had booked onto a 767 straight away. The Dreamliner has been advertised heavily on TV and the website and I don’t think Thomson should have done that, without having the aircraft in hand. £20 does not make up for losing the following: 30% bigger windows with horizon view, better air, 60% less noise, being able to plug your Iphone into the back of the seat, cabin height being a minimum of 6ft, and dimming your window at the push of a button. These are all things Thomson advertised to sell holidays and I won’t be getting any of that now. Come on Thomson, can’t you see that you mislead people, not intentionally, but it was still misleading in the end, so just give your customers something more than £20.
Hi Sabrina, If you’ve paid to fly the Dreamliner then we’ll be refunding you the supplement of £20pp. This is clearly outlined in the terms and conditions we provided to you at the time of booking and this explains that if you’ve paid a supplement for a Summer 2013 flight that was planned to be operated by the 787 Dreamliner and we have to change the aircraft, then you’d receive a refund. I understand how frustrating and disappointing this must be for customers that were looking forward to flying on the 787 Dreamliner. Unfortunately these circumstances are out of our control as Boeing have failed to fix the issues with its aircraft in time to meet our May and June flying schedules.
Thomson haven’t misled anyone as their intention always was to have the dream liner aircraft and for them to be fully operational for their flying programme from 1st may… How can they have predicted what was going to happen and why on earth would a company intentionally create all these problems for themselves??? Boeing haven’t delivered on time and Thomson are left to pick up their pieces and reading this blog gives a clear indication that they are doing a marvellous job giving the amount of people that it affects and the time restrictions that they have… Well done to the Thomson team for dealing so professionally with the situation… I am not sure that many of us would have quite the same patience dealing with such narrow minded people!!!
I booked direct with Thomson and I haven’t received any email or phone call yet with regard to my options and my return flight is on Dreamliner 9 th may
Hi Sharon, Customers who’re flying out in April will be contacted today about the Dreamliner. I hope this helps with your query.
Sharon we are booked on it 4th may return and haven’t received any email or phone either.
Don’t be fobbed off. Don’t think thomson have got a clue about who/when people will be contacted. We have been trying to get something in writing since yesterday and are still getting nowhere. I’m disgusted
Hi Andrea, We’ve been advised that customer’s set to depart in May were informed yesterday, those departing in June today. I hope you can appreciate we have thousands of customers to contact so I can only apologise should you have not received any paperwork just yet. If you don’t receive anything over the next day or so, feel free to get back in touch and we can look into this for you.
Can I get my reply from Thomson please?
Thank u.
Hi Eliza, Sorry for the delay in replying to your previous post.
My husband and I booked to fly to Mexico from East Midlands airport purely so we could be on the first dreamliner flight on 1st may. We live in Plymouth and could have flown from Bristol for £300 each cheaper. So we now feel completely ripped off and £400 out of pocket given the £100 each refund for booking premium seats. Having been long term customers of Thomson we will now think twice before booking any future holidays with you.
Hi Louise, We’re aware that some customers may have chosen their departure airport and date so that they could fly on this new aircraft. If you’d prefer to make changes to your holiday plans then we’ll assist you. We have a number of flights operating to Florida and Mexico from a variety of UK airports. If you’d prefer to amend your booking to a different regional airport, then you’d be able to transfer without incurring any amendment fees or additional costs, as long as it’s to the same hotel and within four days of your original departure date. If you’d like to move your holiday outside 4 days of your original date or to an alternative long haul destination, we’ll waive any amendment fees.
Hi,
Unsure whether I am affected by this or not.
Please can you confirm what type of plane I’ll be on. Flights: TOM172 & TOM173 departing Manchester on Wed 22nd May @ 09:15am to Punta Cana – Dominican Republic & reverse trip on Wed 5th June @ 3:15pm.
Wasn’t sure if I was due to be on a Dreamliner or not & want to know what plane I will now be travelling on?
Thanks.
Hi Phil, If you can send me your booking reference number I can check this for you.
Booking Ref No:
Thanks.
Hi Phil, I’ve just checked your booking and your booking was not for the Dreamliner so you’re not affected by this change.
If we changed our booking to Birmingham, will we get a refund of the difference in cost? Seeing as we paid a lot more to fly from Manchester on the Dreamliner! We wouldn’t have been travelling in may had it not been we wanted to experience the dreamliner. We would be going to Mexico March/April.
Hi Laura, We’re aware that some customers may have chosen their departure airport and date so that they could fly on this new aircraft. If you’d prefer to make changes to your holiday plans then we’ll assist you. We have a number of flights operating to Florida and Mexico from a variety of UK airports. If you’d prefer to amend your booking to a different regional airport, then you’d be able to transfer without incurring any amendment fees or additional costs, as long as it’s to the same hotel and within four days of your original departure date. If you’d like to move your holiday outside 4 days of your original date or to an alternative long haul destination, we’ll waive any amendment fees.
Dear Sirs
When we booked our holiday we were offered the choice of two holidays to the same hotel in Mexico both flying in the premium cabin and both on a all inclusive Basis . One flying from Birmingham and One flying from Manchester on the same day with the Birmingham flight arriving 2 hours later. We opted for the Manchester flight as we wanted to fly specifically on the Dreamliner because we were sold the Dreamliner experience and took advantage of the extra leg room the cost of this Holiday was £300 pounds person more than the Birmingham flight because it was the Dreamliner. We live an hour away from Birmingham and two and half hours away from Manchester so it would have made sense to travel from Birmingham on the 767 and save £1200 for exactly same Holiday. Why are we being offered £80 pounds only. We clearly paid an extra £300 pp ! We will now be taking legal advice as it can clearly be demonstrated that there was more than an £80 supplement paid to fly on the Dreamliner.
Being offered by way of a refund as gesture of goodwill £80 seems to be at best paltry. Thomson Charged extra for the Dreamliner experience so why not just give the difference back and keep your reputation and customers happy.?
Hi Vaughan, I understand how frustrating and disappointing this must be for customers that were looking forward to flying on the 787 Dreamliner. Unfortunately these circumstances are out of our control as Boeing have failed to fix the issues with its aircraft in time to meet our May and June flying schedules. If you’ve paid to fly the Dreamliner then we’ll be refunding you the supplement of £20pp. This is clearly outlined in the terms and conditions we provided to you at the time of booking and this explains that if you’ve paid a supplement for a Summer 2013 flight that was planned to be operated by the 787 Dreamliner and we have to change the aircraft, then you’d receive a refund. In additions to this £80 per person will be refunded for passengers who’ve booked the Premium cabin. If you’d prefer to make changes to your holiday plans then we’ll assist you. We have a number of flights operating to Florida and Mexico from a variety of UK airports. If you’d prefer to amend your booking to a different regional airport, then you’d be able to transfer without incurring any amendment fees or additional costs, as long as it’s to the same hotel and within four days of your original departure date. If you’d like to move your holiday outside 4 days of your original date or to an alternative long haul destination, we’ll waive any amendment fees. As an aircraft change is not a major change to their holiday, normal booking terms and conditions will apply if customers wish to cancel their holiday.
I am in the same situation as you, have you found out anything more about how we stand about getting some of the extra money we paid being refunded?
Dear all unhappy Thomson passengers i will be posting a Facebook page later today for all Thomson passengers who are unhappy with the Thomson Dreamliner experience they were SOLD
Hi James, We welcome all comments on our Facebook pages both positive and negative.
Hear, hear, I will look out for it James
hi have you started another facebook page? whats it called?
Dreamliner aside, most of the questions to Thomson on this blog seem to be about pre-booked seats. Lets not kid ourselves, pre-booking seats is just a money making scheme for Thomson, it used to be that you were simply allocated seats together at the check in desk at the airport with very little fuss. Now there is almost a veiled threat that if you do not pre-book (and pay the extra cost) then you wil not be sitting together. Another point raised by someone earlier which was not answered: the 767 does not hold as many passengers as the Dreamliner, so if a flight was fully booked (for the Dreamliner) how will you deal with this?
Hi John, Pre booked seats does guarantee passengers will be sat together on the flight. For customers to select their seats this is a free service we offer on top of this. Our contingency planning has allowed us to resource planes with enough seats to be able to allocate all customers. I hope this helps with your query.
Surely booking the holiday pre-books a seat on the aircraft. What is this free service you are refering to? There is a charge for selecting seats and as I said the inference is if you don’t select seats and pay for the privelege then you won’t get seats together. As for the 767 with “enough” seating I flew to Mexico last year on an ex First Choice 767 with 258 seats…if you are to squeeze in 290 passengers (as per the Dreamliner) it will be tight so surely something i.e. legroom has to be compromised.
Hi John, What Elaine is referring to is our reserved seating option. Buy booking a holiday, you do have a seat on the flight. If you select the reserved seating option, we then guarantee your seats together. The select your seat facility we provide with this service is an added extra that’s provided free of charge. Our contingency plans have allowed for various 767 aircraft to be used to cover the amount of bookings we have without compromising on service.
Maybe if people weren’t so fussy about the seats that they sat in or caused so many problems about it therefore delaying check in or boarding for everyone else then they could revert back to such an archaic scheme… But the fact of the matter which is crystal clear when reading these blogs, is that people are so fussy and specific now about which seats they sit in!!! Gone are the days where everyone queued up at check in and seats were given on a first come first served basis…and gone consequently are the problems this was then causing… Thomson are not exclusive in their seating procedures… Maybe you should start a campaign against all the airlines and their seating procedures… Or maybe you should just accept that things change!!!
You keep saying effectively that an aircraft change is no big deal I.e it is not classed a major change, why then the need for the massive advertising campaign? If as you say it’s just a plane, not a major part of the holiday.
Hi Gillian, We originally expected to take delivery of our first Dreamliners at the end of February, which provide us with plenty of time to operate our first flights originally planned for 1 May 2013. We couldn’t have foreseen these circumstances and Boeing is working closely with the FAA to try and resolve these issues as soon as possible. I understand how frustrating and disappointing this may be for you but unfortunately these circumstances our out of our control as Boeing has failed to fix the issues in time for our flying schedules.
Hi we are booked to go to Mexico on July 6th on the Dreamliner in Premium seats.If in the event of the plane being changed to a 767 like it has in May or June, would we beable to downgrade our seats to economy and have our money refunded. We paid £898 extra for this and only paid it because it was the Dreamliner.
Thank you.
If the above is possible i would be satisfied as a customer.
Hi Rebbecca, If delivery does slip further, we’ve contingency plans in place to ensure our holidays in July and August still go ahead. Customers travelling on these dates would be switched to alternative aircraft and the same customer policy would be in place. At the moment, no decisions have been made regarding our July and August flights as we’re still awaiting a delivery date from Boeing. As you’ve not had a change to your flight we’re unable to advise of this at the moment.
If I cancel my holiday in June to Florida will I get anything back
Hi Lee, As an aircraft change is not a major change to their holiday, normal booking terms and conditions will apply if customers wish to cancel their holiday.
Without getting out all my paperwork and trying to read all the small print is it a yes or no .i have no intention of flying to Florida with you and I am trying to book with virgin but need to know how much if any money I will get back from for cancelling please help
Hi Lee, On the assumption that you have over 70 days to go until your departure, should you wish to cancel your holiday today, you’ll just loose your deposit amount.
My wife and I will still travel to Florida on 8th may. I am not to concerned what plane we fly on. What do I need to do to confirm that we will go on the dates booked, in premium economy- seats 4G and 4J already booked, as arranged. Boking ref 1024412. We are presently out of the country on holiday and do not want to wait for our return to sort this out.
Hi Larry, As you made you booking through on of our stores, you’ll need to contact the store to advise them of your decision. Once the 2 week period is over for customers to make a decision our Seating Team will re-allocate seats as close as possible to the ones that customers have chosen. I hope this helps with your query.
I have been reading through this forum, as we are due to fly on this aircraft soon, and have come across an interesting comment made by Dan to Jonathon stating that the flight times will remain unchanged. How can this be when the 787 cruises at a higher air speed than the 767? Thomsons own flight information states the flight on the 767 is at least 20 minutes longer than that of the 787. Also the information states a takeoff time of 10:30 and not the 9:45 that we and so many others booked.
Hi Alfie, As the Dreamliner is going to be new to our fleet all flight times are based on our previous Boeing 767 schedule. We don’t believe that any flight times will be impacted by the change. We always advise customers to check their tickets for the most up-to date and confirmed flight times. With regards to the departure time can you please e-mail us at thomsoncares@thomson.co.uk and we’ll check your booking.
Hi, have just had a conversation with the manage ment at your Swindon travel shop!! You really must make your staff aware of what is going on as they told me we would now be flying on an upgraded 737!!! I queried this and she confirmed it, I told her about this blog and the fact that you state 767′s and she seemed unsure. Does anybody know exactly what is going on?
HHi Ron, I’m sorry you were given incorrect information. We’ve transferred customers who were due to travel on the Dreamliner on to a 767 aircraft with a Premium cabin. I hope this helps answer your query.
Hi Elaine, I fully believe you that we will fly on a 767 with premium seating, but my point is that if the manager of one of your travel shops is not sure what is happening how can we have any confidence in Thompsons as a whole? Also told me that they now have two weeks to contact customers regarding this change, doesn’t give much time if we did want to change as we fly early May!! I would have though that head office must have a list of who is booked onto a Dreamliner flight and as you have our e-mail and tel. number a call from customer care would not have gone amiss!! I appreciate this is not your fault bu Thomson’s customer care is flying out of the window and it is not a Dreamliner window!!
Hi Ron, I’m sorry should this have caused any concern. We’ll be sure to pass your feedback onto the relevant team for you. We’ve provided all customers affected with two weeks to make any amendments that they wish to. Our dedicated customer service team is in the process of contacting all customers to advise them of the relevant details.
Booked to fly from Gatwick just to fly on the Dreamliner – Thomson were happy to change our departure airport and hotel as our original choice was not available but would not honor our early booking discount of£100 nor would they give the current advertised discount of £40 which I feel is not right as I ended up paying more money!
Hi Katie, If you can send me your booking reference number to thomsoncares@thomson.co.uk, with the full details I can check this for you.
Elaine, I have emailed the reference number as requested. Thank you for looking into this for me.
Will there be individual TV with movies? don’t fancy having to chat to my fiance for that amount of time
I’d rather be on a plane that’s safe. I still get to have my dream holiday and it will not affect my life or health that I will not be fluing on a Dreamliner. Can’t wait for Mexico on 3rd May. Thanks Thomson
Hi Angela, The 767 aircrafts will have seat back screens for you to choose a film to watch. I hope you and your fiancé have a lovely time.
I have been watching this blog – Thomson have not helped one person on here or shown any sympathy to their clients and their individual situations. The Program Change Team are so unhelpful. Come on Thomson – from the hundreds of thousands of pounds you will be receiving from Boeing – do the right thing – 20 quid wont even cover drinks on the flight one way!!!! Just remember this blog is visible to the whole world and other people who are booked with you. MAN UP THOMSON!!!!!!
Hi Ian, If you’ve paid to fly the Dreamliner then we’ll be refunding you the supplement of £20 per person. This is clearly outlined in the terms and conditions we provided to you at the time of booking and this explains that if you’ve paid a supplement for a Summer 2013 flight that was planned to be operated by the 787 Dreamliner and we have to change the aircraft, then you’d receive a refund. I understand how frustrating and disappointing this must be for customers that were looking forward to flying on the 787 Dreamliner. Unfortunately these circumstances are out of our control as Boeing have failed to fix the issues with its aircraft in time to meet our May and June flying schedules.
You reading the same as me??? Thomson are most definitely helping people… Myself included…
How do i know if i have paid a supplement for the dreamliner ?? We booked over the phone and our invoice has nothing about paying extra for the dreamliner flight?
Hi Louise, All customers who booked to fly on the 787 Dreamliner was charged £10 per person per flight supplement. If you’re now not travelling on the Dreamliner this supplement will be refunded. I hope this helps with your query.
Would that have been added automatically tothe cost of the holiday? We are not flying til july but when we booked over the phone we were just told we would be flying on dreamliner. Our ref number is (admin edit) so could you tell me if we dont fly on dreamliner would we be entilted to the refund
Hi Louise, Should the delay from Boeing continue to affect holidays in July, we do have contingency plans in place and we would run a similar refund policy.
I have now made 3 phone calls, sent and received back 4 standard scripted emails, i still have no email regarding the changes and options to my booking, the whole lack of service is a disgrace, we should be allowed to cancel and book alternatives.
Hi Rmc, If you can send me booking reference number I can check the details for you.
Done that yesterday Elaine to the thomson cares email. Thomson clearly doesn’t care. Still no official notification It’s a farce
Hi RMC, I’ve checked our inbox and can’t see an email from you. Can I just check you’d sent this to thomsoncares@thomson.co.uk?
Tried to phone above number there is fault so can you help me. I have booked a holiday in may that was to be on the dreamliner and like many others the booking was made to fly the 787. If I was to re-book the holdiay to a later date say august in the hope that the dreamliner will be flying then would I then have to pay ammendent fees and would I also incure extra holidays cost because it is school holidays or would thompson kindly wiaver these costs as they will be recieve compensatation. also It is unfair that premium get a good will payment and others don’t I feel that that is a big mistake you should not discriminate passengers in this way everone paid for the dreamliner flight and some oeople are more fortunate that the can afford to pay more but it does not give thompson the right to make a class difference I am not bothered either way but what a difference that refund would make to young families that do not have the choice to up- grade their seating .
Hi Mary-Jo, I understand how frustrating and disappointing this must be for customers that were looking forward to flying on the 787 Dreamliner. Unfortunately these circumstances are out of our control as Boeing have failed to fix the issues with its aircraft in time to meet our May and June flying schedules. As outlined in the Terms and Conditions, we’ll refund you the supplement of £20.00 per person that was paid to fly on the Dreamliner. As you’ve booked to be in the Premium Cabin, you’ll also receive an additional £80 per person refund due to the reduced legroom in the premium cabin on a 767. In addition to this customers who’ve booked Premium cabin seats will receive £80 due to reduced leg room on a 767. If you’d prefer to make changes to your holiday plans then we’ll assist you. We have a number of flights operating to Florida and Mexico from a variety of UK airports. If you’d prefer to amend your booking to a different regional airport, then you’d be able to transfer without incurring any amendment fees or additional costs, as long as it’s to the same hotel and within four days of your original departure date. If you’d like to move your holiday outside 4 days of your original date or to an alternative long haul destination, we’ll waive any amendment fees. If the new holiday cost is more you’ll have to pay the difference, if it’s less you’ll receive a refund. I hope this helps with your query.
I think the main reason why people are so upset is two fold…
1) Thomsons heavily marketed their holidays around the chance to fly on the new 787 airliner with multiple benefits over any other aircraft. They also provided a chart to show exactly when the Dreamliner was flying from and to. Instead of a small note buried in the Terms and Conditions the whole campaign should not have been based around this. The dreamliner getting grounded is not something that could have been known about but production delays (the dreamliner was hit with multiple ones) are common.
2) While there may have been a £10 supplement for flying economy with the dreamliner there was a definite difference in the price uplift of premium seats on the dreamliner compared to the price uplift of premium seats on a comparable 767 flight to the same destination. This price difference seems only to be partially covered by the extra £80 you are offering for premium seat holders.
I’m sure you’re aware that the statements on order forms such as “I have read the Conditions of Sale overleaf and agree to be bound by them” are unfair as stated by the Office of Fair Trading (OFT). Under the Unfair Terms in Consumer Contracts Regulations 1999 a consumer is not bound by a standard term in a contract with a seller or supplier if that term is unfair. Of course the person who decides the very subjective term “unfair” is a judge so I suggest that anybody feeling particularly aggrieved start legal proceedings.
Since the dreamliner was supposed to have a better atmosphere than any other airliner which included more oxygen and moister air to leave you feeling more refreshed and less dehydrated it would therefore be a goodwill gesture to anyone flying on the 767 that you would give free soft drinks to all passengers.
Hi Derek. I understand how frustrating and disappointing this must be for customers that were looking forward to flying on the 787 Dreamliner. Unfortunately these circumstances are out of our control as Boeing have failed to fix the issues with its aircraft in time to meet our May and June flying schedules. As outlined in the Terms and Conditions, we’ll refund you the supplement of £20.00 per person that was paid to fly on the Dreamliner. If you’ve booked to be in the Premium Cabin, you’ll also receive an additional £80 per person refund due to the reduced legroom in the premium cabin on a 767. We’ll do everything we can to ensure customers travel as comfortably as possible and customers will receive the same level of service from our Cabin Crew as they would’ve received on the Dreamliner.
Boeing have a fix which is currently awaiting FAA approval until this given Boeing can’t fit it to your 787 and give you a delivery date.
Please pass on to the relevant management teams that the 80 pound goodwill payment for premium seat owners is not enough. I paid £350 for a premium seat on the 787, a similar seat on 767 can be 190 pounds. A £150 goodwill gesture would be more appropriate especially as your brochure lists the only difference between the 787 and 767 premium service is the seat pitch.
Hi Derek, I’m sorry to hear you’re disappointed in the gesture of goodwill for Premium Club customers. This has been agreed due to the reduced seat pitch on our Boeing 767 Premium cabin. You’ll still receive the same service as on the Dreamliner.
Yes but the goodwill gesture is less than the premium you charged for the extra 2 inches in the first place. Please can you escalate this.
Hi Derek, You’ll need to speak with your Travel Agent if you’ve booked instore or with our Programme Change Team if you’ve booked online. This gesture has been agreed and we’re unable to change this to remain fair and consistent to all Premium Club customers affected.
Well done thomson I have 2 hours on the phone trying to sort my holiday just to be told tough
Won’t be every flying with thomson and u can keep to your promises of what u are telling me as a customer
Hi Mark and Haley, I’m disappointed to hear you feel this way. If you’d like me to check any information for your please let me know.
Absolutely gutted. My wife and myself said we would never travel longhaul on 767 again. So the 787 sounded like a ‘dream’.Got really excited about booking the seats on Monday and really looking forward to the holiday. After this news it has spoilt the holiday and this before we even start…it does not bode well for the rest of the holiday. Cannot change airports as we have already paid for hotel/car parking and this is the only time we can get off work. Was really expecting a fab holiday but its not going to happen now. Very disappointed.
Hi Phil, I can appreciate how disappointing this will be for many customers if they don’t travel on our Dreamliner’s. However, the 767 aircraft provide all the services you’d expect from our long haul flights from full in flight entertainment and pampering goodies to a 36” seat pitch. If your flight is changed to an alternative aircraft, we’ll do everything we can to ensure you arrive to Florida and Cancun as comfortably as possible and still receive the premium 787 service from our crew on board.
I am travelling with Thomson on holiday – and to be honest with everyone here, the aircraft type is simply a means to end – getting there.
It would be nice to travel on the plastic wonder, but not when there are safety issues. What I expect – having paid a bit more to get a spanking new silver bird – is that to be refunded (which Thomson are doing willingly) and making sure fleet capacity is matched to demand, with a similar product installed. Kudos, Thomson.
If we were on BA or Virgin – the aircraft type to them is immaterial, and we have flown on a 777 sector which due to operational reasons was flown by an older 747-400, with older product in the cabin. No refunds here.
Reading the comments, the most sensible one is from Graham – a pilot from another airline – when the plane is safe and ready, it’ll be on the fleet and Thomson will have it in the air before the competition as the delivery slots are already allocated in sequence.
Guess what I’ve been told? Yes there is a fee/catch to amend my holiday, I found a holiday to change to that was actually cheaper, they then told me that they can’t honour the web discount, therefore making the alternative second choice more than my original booking! Is this for real? I can’t believe this is happening to us as customers! You clearly stated no amendment fees, but then I’m told no discount allowed, I booked my original holiday through the exact same site, received a web discount then, so now I’m changing due to this problem, you don’t want to honour the quote online?
Hi Maria, All discount codes are only applicable to your holiday at the time of booking and for new bookings. If you amend your booking these won’t apply to the booking that you amend to. I’m sorry for any disappointment this may cause.
Why not go on an intensive course in order to learn the in depth facts and figures behind pricing then maybe you will then have a better comprehension of things that you appear to believe are so simple!!!
While I am very unhappy with Thomson (for a number of reasons) I have to say the representatives on this page have been polite and positive in what must be a busy and stressful situation.
Hi David, Thanks for your kind feedback. I’ll pass your comments on to the rest of the Team. If there is anything I can do to help please let me know.
Thomson,
Looking at booking to fly in July it said it was a 787 however now it says thomson long haul service am I still going to get seat back entertainment and legroom (33 inch) even though it no longer says operated on dreamliner
Hi Kevin, If delivery does slip further, we’ve contingency plans in place to ensure our holidays in July and August still go ahead. Customers travelling on these dates would be switched to alternative aircraft and the same customer policy would be in place. At the moment, no decisions have been made regarding our July and August flights as we’re still awaiting a delivery date from Boeing. The 767 aircraft provide all the services you’d expect from our long haul flights from full in flight entertainment, with seat back screens and at least 33″ seat pitch. We’ll do everything we can to ensure you arrive to Florida and Cancun as comfortably as possible and still receive the premium 787 service from our crew on board.
Can we upgrade to premium seats and how much will it cost ?
Hi Erica, For any customers that wish to upgrade to premium on the replacement 767, availability can be checked once the 2 week time period in which customers need to advise us if they are transferring to a new holiday, has passed. This will be after 22 March 2013. I hope this helps with your query.
And no response, we booked with Thompson because of the Dreamliner sales pitch by Thompson, usually travel with Virgin and have frq flyer discount, i would like to cancel and rebook with an alternative carrier. Why are we all not being given this option. Oh forgot covered this in the small print. Still no email about my options , never again will Thompson recieve any of my hard earned
Hi Rmc, I’ve replied to your previous post.
I would like to thank the staff at Thomsons for how they dealt with contacting customers who were due to fly on the Dreamliner, and fully understand that it is not the fault of Thomsons.
However, my partner and I decided to get married in Mexico and when we looked at the dates, one of the deciding factors was being able to be on the maiden passenger flight out of Manchester (which would be a once in a lifetime event in itself) to kick off our whole wedding experience. (and I do believe that as well as the supplement, we did pay a little extra to go just that little bit later).
Obviously our wedding is the ‘main event’ but going on the Dreamliner was going to be our proverbial icing on the cake and I am very disappointed
Hi Lisa, If you’ve paid to fly the Dreamliner then we’ll be refunding you the supplement of £20pp. This is clearly outlined in the terms and conditions we provided to you at the time of booking and this explains that if you’ve paid a supplement for a Summer 2013 flight that was planned to be operated by the 787 Dreamliner and we have to change the aircraft, then you’d receive a refund. I understand how frustrating and disappointing this must be for customers that were looking forward to flying on the 787 Dreamliner. Unfortunately these circumstances are out of our control as Boeing have failed to fix the issues with its aircraft in time to meet our May and June flying schedules.
If I choose to amend my booking – can I amend it at the price shown on your website? If I choose to travel a few days later I can save £1000 – which is much better than the paltry £20 offered per person (especially as when flight costs were checked on sat the difference was £600 pp)
Hi Ann, If you made your original booking on our website, you’ll get the web cost at the time of the amendment. If you booked through on of our stores you’ll need to contact the shop you made the booking through to get a cost.
I booked through a Thomson shop are they able (allowed) to honour the web price?
Hi Ann, You’ll need to check this with the team in store.
Personally I’d rather be down here wishing I was up there, instead of up there wishing I was down here!
Thomson are doing a great job in communicating with customers and I don’t envy your staff having to deal with stupid people asking the same questions time after time instead of reading!
I was looking forward to the Dreamliner but the refund of the surcharge is fair and I wouldn’t expect anything else. I’m sure I’ll fly the dream in future as and when it’s safe to do so and it certainly wont affect my holiday.
Hi Chris, Thanks for your kind feedback. I’ll be sure to pass this on. I hope you go on to have a lovely holiday and I’m always interested to hear of customers holiday experiences.
we have booked a holiday flying on the dream. we upgraded out hotel room as we were told the dream met our needs and did not upgrade to premium. As the alternative plane will no longer meet our needs will we have to pay a fee if we downgrade our room and book premium on the alternative plane instead.
Hi Yvonne, For customers who wish to upgrade to premium on the replacement 767, availability can be checked once the 2 week time period in which customers need to advise us if they are transferring to a new holiday, has passed. If you wish to down grade your room type this will incur admin fees. I hope this helps with your query.
Hello, How long before you fly can you get your full deposit refunded? Thank you.
Hi Claire, If you can send me your booking reference number and some further information I can look in to this for you.
Why are premium seat customers entitled to a goodwill gesture and economy seats aren’t?
Hi Kate, As outlined in the Terms and Conditions, we’ll refund you the supplement of £20.00 per person that was paid to fly on the Dreamliner. If you’ve booked to be in the Premium Cabin, you’ll also receive an additional £80 per person refund due to the reduced legroom in the premium cabin on a 767. Customers in the economy cabin will still be getting at least 33″ seat pitch. I hope this helps with your query.
How can this be classed as a goodwill gesture? A goodwill gesture and a refund are completely different. One is return money/credit for goods not recieved and the other is a gift to show the importance of a customers loyalty and to show that the company values their custom. You still need to address the matter on how you are treating customers differently dependant on how much money they have spent with your company.
Hi Kate, Sorry for any confusion caused by Elaine’s wording. Premium Club customers are receiving a gesture of goodwill of £80 per person due to the reduced legroom in the Premium Club cabin. Passengers in the Economy cabin will still receive the same service as on the Dreamliner. All customers are being refunded the £20 Dreamliner supplement as per ‘Our Agreement’.
Hello,
Scheduled to fly to Cancun on the Dreamliner in July. To be honest I’m not too fussed whether it’s ready on time, what I’m more concerned about is the flight times of the holiday. At current, please can you confirm that you are going to keep the flight times the same (even if the Plane is switched to the 767)
Thanks.
Hi Alex, Whilst I can’t confirm the contingency plans for July, I can advise you that for all aircraft changes in May and June we’re keeping the same flight times. If a change were to occur to your booking we’d look to provide a similar service – however, our Programme Change Team would contact you with the details of your change to advise you appropriately. I hope this helps.
Thank you for your response. I searched on line and there are no flights left going from Bristol and we don’t want to change the travel date. The holiday is to celebrate my 40th birthday so don’t want to go at another time. The whole thing has ended up being a shambles and beginning to wish we hadn’t booked through Thomsons.
Hi Louise, I’m disappointed you feel this way. If we can assist you any further please don’t hesitate to get back to me.
Received my e-mail regarding my flights to Florida, I am very disappointed at this decision but more annoyed at the fact I called Thomson and also e-mailed them a few times approximately 2 weeks ago to ask if I could change my flight from 20th June to 21st June to fit in with family who are travelling to Florida on 21st June and I was informed yes I could but would have to pay 50% cancellation charges as well as amendment fees. At that time the flight to depart on 21st June was actually cheaper than I originally paid to travel on 20th June. Obviously Thomson have now put the flight prices up not down and I am sure at that stage of my e-mails they would have been aware the Dreamliner would not be operating for my flight in June.
Manchester Airport is not actually my local airport but we were happy to travel there and incur the charges of petrol and overnight hotel and parking for duration of our holiday stay to travel on Dreamliner. Newcastle is our local airport.
Think it is disgusting Thomson will not let you cancel and receive a refund, If I had booked in a Travel shop as previously done I would have only been required to pay a deposit therefore could have cancelled at this stage and only forfeited my deposit.
Could you please confirm if I could change my flight to either Friday 21st still from Manchester or to Monday 24th June from Newcastle my local airport at no additional costs.
Hi Christine, I do understand your frustration. Contingency plans were being worked on and as soon as these were approved customers were informed. We’re aware that some customers may have chosen their departure airport and date so that they could fly on this new aircraft. If you’d prefer to make changes to your holiday plans then we’ll assist you. We have a number of flights operating to Florida and Mexico from a variety of UK airports. If you’d prefer to amend your booking to a different regional airport, then you’d be able to transfer without incurring any amendment fees or additional costs, as long as it’s to the same hotel and within four days of your original departure date. If you’d like to move your holiday outside 4 days of your original date or to an alternative long haul destination, we’ll waive any amendment fees.
Still awaiting a response????
Hi Paula, I’ve responded to your previous post.
Im traveling 18th oct fr manchester to SFB and just went on website to check if prices have reduced due to the dreamliner problems, only to see that my flight is no longer a dreamliner!! why has it been changed? does this mean you havw actually cancelled the whole summer flight schedual??? very upsetting as this was my once in a lifetime trip to florida and so would be also only chance to go on dreamliner…… it was booked as whole package not just for thrill of going florida….. ive looked at maybe going later dates but there is hardly any availability…….
Hi Dani, As we’ve no confirmed delivery date from Boeing, we’re unable to guarantee these flights will be on the 787. Once we’ve a confirmed delivery date, we’ll be in touch with any customers affected.
Hello, We have booked to travel next year on the thomson dreamliner. How long before you fly can you get a full refund on your deposit? Thank you.
Hi Claire, I’ve answered your previous post.
Hi,
Booked to go to/from Mexico, in May on the dreamliner. Did not choose the holiday just because of the dreamliner but did “opt” to upgrade to Premium Economy, based on flying in the new dreamliner aircraft. I know contracturally Thomson are only legally obliged to refund the £20.00 dreamliner supplement, and £80.00, premium economy supplement, but think under the circumstance people like me who have already paid the balance for the holidays, despite the concerns in the press about the dreamliner, should have either a more generous refund, or more positive options on either cancelling, or changing the holiday booked!
Hi Neil, If you’ve paid to fly the Dreamliner then we’ll be refunding you the supplement of £20 per person. This is clearly outlined in the terms and conditions we provided to you at the time of booking and this explains that if you’ve paid a supplement for a Summer 2013 flight that was planned to be operated by the 787 Dreamliner and we have to change the aircraft, then you’d receive a refund.
I understand how frustrating and disappointing this must be for customers that were looking forward to flying on the 787 Dreamliner. Unfortunately these circumstances are out of our control as Boeing have failed to fix the issues with its aircraft in time to meet our May and June flying schedules. As an aircraft change is not a major change to their holiday, normal booking terms and conditions will apply if customers wish to cancel their holiday.
My booking reference number is
Hi Alex, I understand your disappointment. As you’ve made you booking through a third party travel agent any concerns about your booking you’ll need to contact them.
So can you grantee that all customers who have book premium seats will still get it on another plane
Hi Claire, Our contingency planning has included finding alternative 767 aircraft with enough Premium seats to cover the amount of Premium bookings we have. I hope this helps with your query.
Hi,
I’ve paid for extra leg room seats and seats together what is the situation with this?
Thanks
Hi Moira, If you paid for extra space seats these will be honoured on the alternative aircraft. When you purchase extra space seats you’re never guaranteed to be sat together, however you can select your seat numbers within 90 days of your return flight. If you’ve already selected your seat numbers our Seating Team will re-allocate customers seats as closely as possible to ones you’ve selected.
If i’m not guaranteed to be sitting together then what is the point of booking these seats? Can I get a refund on these seats and just book seats together?
Hi Moira, You can take the extra space seats off your booking if you wish, please contact your Travel Agent if you’ve booked instore or our Programme Change Team directly on 0800 0723 829 if you’ve booked online. Due to the limited amount of extra space seats we have we can never guarantee these are together unless you select your seats. As we’ve mentioned if you’ve already selected these, our Seating Team will try and re-allocate you to similar seats on the alternative plane.
I feel cheated, I paid extra than with other companies to fly on the Dreamliner….. and all your offering is £20 per passenger – even a free bar would be better – we have friends also travelling up to Manchester specifically to fly with us on the Dreamliner too….. one disgruntled passenger here
Hi Graham, If you’ve paid to fly the Dreamliner then we’ll be refunding you the supplement of £20 per person. This is clearly outlined in the terms and conditions we provided to you at the time of booking and this explains that if you’ve paid a supplement for a Summer 2013 flight that was planned to be operated by the 787 Dreamliner and we have to change the aircraft, then you’d receive a refund. I understand how frustrating and disappointing this must be for customers that were looking forward to flying on the 787 Dreamliner. Unfortunately these circumstances are out of our control as Boeing have failed to fix the issues with its aircraft in time to meet our May and June flying schedules.
i did post a comment yesterday but dont seem to be able to find my reply – or maybe it didnt get posted on – and we still havent heard from our travel company about whats happening about our flights!
Hi Graham, You can find your previous comment here – http://dreamliner.thomson.co.uk/787-update/#comment-3731. If you’ve booked instore or over the phone then your Travel Agent will have been notified of the change of aircraft, they should contact you to let you know about this.
We were booked on the Dreamliner at the beginning of May to go to Mexico for our 10th Wedding anniversary. We went there on honeymoon and now wanted to return 10 years later. We booked the Premium Seats at a cost of £290pp. To be offered a £20pp refund due to loosing 2 inches of leg room is an insult. The £80pp good will gesture for not getting to experience the Dreamliner. Why aren’t Thomson refunding the difference in price for the Premium seats on the Dreamliner compared to the price on the standard long haul 767. When I costed this it certainly did not cost £290pp on the old style planes.
Thomson’s communication throughout has been lacking. Perhaps if you’d kept the customer informed all the way through rather than just the automated response from the agents in the shop “Everything is on schedule” and “There’s nothing to worry about” or “don’t believe everything you read it’s not really that bad” then there wouldn’t be such a back lash now. We could have made an informed decision before we had to pay the final balance. Now it’s a case of go in the holiday on the old plane or cancel it a lose our money. I am fully aware that it is Boeing who have cancelled the plane. What my issue is and always has been is with Thomson’s (lack of) customer service.
Next time I will book with another travel company
Hi Tracey, I understand how frustrating and disappointing this must be for customers that were looking forward to flying on the 787 Dreamliner. Unfortunately these circumstances are out of our control as Boeing has failed to fix the issues with its aircraft in time to meet our May and June flying schedules. If you’ve booked a premium seat, you’ll be refunded the £20 supplement that was paid to fly on the Dreamliner. As we can appreciate the disappointment not experiencing the Premium Club on the 787 has caused, we’ll also refund an extra £80 as a gesture of goodwill to all customers. The 767 aircraft provide all the services you’d expect from our long haul flights from full inflight entertainment and pampering goodies to a 36” seat pitch. As previously advised, if your flight is changed to an alternative aircraft, we’ll do everything we can to ensure you arrive to Florida and Cancun as comfortable as possible and still receive the premium 787 service from our crew on board.
Elaine. You have not explained the price difference between the premium cabin on the 787 and the cabin on the 767. It is cheaper on the 767. Can you explains this?
Hi Chard, We work with a flexible pricing system so you may find that the prices between certain parts of your holiday can go up or down at any time.
Can I ask why is the “alternative holiday” option only available 4 days either side of our current booking?
Don’t see why we can’t choose a different holiday for a different time of the year.
Hi Ben, If you wish to amend outside of the 4 day period, you can do at no admin fees. However if the cost is more you’ll need to pay the difference but if it’s less you’ll get a refund of the difference in cost.
Hi Elaine,
Could you try telling that to your team at Robin Park Wigan.
Made this request to them and they are adamant that I do not have this option.
Ideally I would like to divert my booking to August next year to use the payment against a honeymoon. Would Thomson be able to hold my payment as a credit till I can book the holiday??
Hi Ben, If you can send your booking reference to us at thomsoncares@thomson.co.uk, we’ll pick this up with the store.
Hi Dan,
Email now sent.
Look forward to hearing back.
Thanks
Hi Ben, We’ve picked this and will get back to you shortly.
I feel let down by Thomson and the TUI group and discusted of the £20pp refund, i only booked with you because of the advertised (everywhere) 787 and paid far more than any other holiday competitor of yours. and now i will be flying on a small uncomfortable 767 which i would of prefered to book with Virgin like i always did. I will be writing to trading standards about this issue, and the fact only premium customers get a good will gesture of £80, what a joke. as i am now going on a holiday which ok i get a refund£160 wooooooo yet it still is £690 more expensive than flying with virgin and their planes are better than your 767
From a very disapointed customer
Hi Clive, I can appreciate the disappointment this has caused to yourself and all other customers set to fly on the aircraft. I hope you can understand we’d only take delivery of an aircraft if we were a 100% sure it was safe to operate as the safety and security of our staff and customers is of the utmost importance to us.
If Thomson turned around and said they were flying you on a ‘small’ 757 but it was configured as a premium class aircraft would you still complain that it was ‘small’??? I very much doubt it… Just because virgin fly slightly larger aircraft, its all relevant as they just put more passengers in it!!!!
One of the main reasons for booking our holiday to Mexico was flying Premium Club on the Dreamliner. Having travelled all over the world in the back of some very uncomfortable transport aircraft, I was quite looking forward to this trip. But being in the aviation industry, as soon as I heard about the problem throughout the world with other of Boeing’s customers, I checked with First Choice and was told that the cost difference between premium on the 787 and a 767 was quite considerable and if things didn’t go to plan I would be refunded the difference. Now I find after looking at your sight that it is only £20 plus a good will payment of £80 if you booked premium somewhat difficult to swallow. Could you please clarify the cost difference openly between the 787 and 767 in a genuine break down for customers to see?
Hi Chunk, We’ll be refunding customers the supplement of £20 per person they’ve paid to fly on the Dreamliner. This is outlined in the terms and conditions we provided which explained if customers have paid a supplement for a summer 2013 flight that was planned to be operated by the 787 Dreamlliner and we have to change the aircraft type, they will receive a refund. Premium Economy customers will also receive an £80 per person gesture of goodwill to compensate for the reduced legroom in the premium cabin on a 767. We work with a flexible pricing policy so you may find the costs of flights on either aircraft can vary, however the £20 supplement will always be added to fly on the 787. As these prices can vary, we’re not able to advise on a specific cost breakdown.
I’ve had a phone call from my Thomson shop today to explain the situation.I am not impressed. The options given were we could continue with this holiday on a different type of plane or change the holiday to a different location, BUT the start date for the holiday has to be within 4 days of the original holiday. The place i want to change to is with 5 days and I have been told that i will need to pay an ammendment charge if i wish to go on my requested date, even though there are no alternative flights within 4 days!!! I am have contacted my legal representative and he asdvices the following: To people who are wishing for a full refund you should write to the travel agent who sold you the package and deal and demand a refund as it is a breach of contract. It doesnt matter that Thomson are offering an alternative flight or it says that they can do this-you are NOT getting the holiday who thought your were getting!! there fore under consumer law there is a brach of contract-ABTA have also been informed. People might say i am being fussy, but to me i am not-i bourght this holiday as it was one of the destinations that had the dreamliner. As i am not getting it i should get my money back!!!
Hi Kenneth, It’s a shame you feel this way. As per our Terms and Conditions, as this change in aircraft has been something outside of our control, we’ve provided our customers with the supplements that have been agreed to at the sign of booking. No one could have foreseen these circumstances and Boeing is working closely with the FAA to try and resolve these issues as soon as possible.
I have booked with Florida 4 less but am flying with Thomson, do I still get the option to amend my holiday details free of charge? Thanks
Hi Mia, If you’d like to send your booking reference across to us, we can take a look into this for you.
I think thomson are being very helpful in the circumstances. Do people not see or read the News ? The situation with the Dreamliner is down to Boeing and the FAA, Thomson are just having to deal with it.
Hi I have just spoken to the team on the 0800 number and they are telling me the aircraft will NOT be a 767 but in fact will be a 787 from a non UK part if the TUI group
So who is actually correct ?
Hi Brian, All customers impacted will now be travelling on a Thomson Airways 767 long haul aircraft, which will have premium cabins. Can you let us know the name of the Advisor you spoke to so we can take a look into this further for you.
Hi – We are very worried now about our flights as we have flown to Florida before on one of your other planes and my partner being 6ft2 had a horrendous journey. We are flying to Mexico on 30th May and we are now thinking of booking extra legroom or premium to make our flight more comfortable (which is annoying as its adding additional cost to an already expensive holiday), but your website is closed at the moment for upgrading. Please can you let me know the date when this will be back up and running? Also can you confirm if we will definately have seat back tv screens on the other plane?
I know this is not Thomson’s fault but it is just frustrating as it was the one thing that swayed us to book with Thomson rather than someone else.
If we are still unhappy can we cancel the holiday all together without fees?
Thanks
Hi Jo, If your flight was planned to be on one of our Dreamliner’s, at the moment you’ll be unable to upgrade your flight seats. We’re allowing all customers affected two weeks in order to make any amendments they need to. Once this is over, out seating teams will then begin to re-allocate seats on the new aircrafts, you’ll receive a new confirmation of your updated flight seats around the 22nd March. If you’re unhappy with the selection made, you’ll need to contact our Thomson Airways team to check whether there are any other seats available to move to. If you choose to cancel your holiday, normal booking conditions will still apply.
You charged a significantly extra to travel in the premium cabin on the Dreamliner, almost two and a half times what you normally charge on a 767 and now you are offering us £80 refund.
Hi James, If you’ve booked to fly in Premium Economy, we will be providing customers with an £80 gesture of goodwill along with the supplement paid to fly on the 787.
Hi, first of all I am truly sorry to hear that all those flying in May and June are losing the chance to fly the 787. I understand where a lot of you are coming from in stating the Dreamliner was the reason for actually booking the holiday or at least for booking via Thomson, I would be truly gutted if this happened to me, and it may yet.
I understand Thomson’s reasons for their responses and feel sorry for the frontline staff dealing with all the flak over this matter. Unfortunately the bigwigs hiding in their offices have supplied the frontline staff with the stock responses and they are the ones any fury should be thrown at. Thomson management’s handling of the matter has been a PR disaster and I fully expect they’ll suffer from their longstanding long haul passengers in future.
I booked my Mexico holiday via an independent travel company specifying the FlyThomson 787 flight only from Glasgow on October 14th and booking hotel and transfers independently (Thomson did not offer a sufficient standard of hotel choices for me to book a package). I have been to Mexico and Florida numerous occasions in the past and had no intention of ever flying on a 767 or A320 over the Atlantic again due to their chaotic responses to turbulence. This is my main concern and reason I fell for the Dreamliner blurb – Remember the statement “Turbulence Sensors – which means you can leave the travel sickness pills at home”. So you see I fell for the whole Dreamliner 787 and Dreamliner 787 only option. I paid my flight only cost of £1,600 up front.
Question: As a flight only passenger booking independently I would like to know what my options would be for transferring/amendments to a later FlyThomson 787 flight, eg May 2014, should the month of October 2013 be a month that contingency plans were introduced?
As a side note to anyone out there who’s interested – I could have booked the same package I currently have via a TUI group company Sovereign Holidays in early October flying the 787 at a cost of £700.00 more than a non 787 flight and holiday package with Thomas Cook. This is were the £10.00 per person per sector refund stinks.
Anyway, Thomson frontline staff you have my sincere sympathy and I thank you in advance of your kind response to my question.
Hi Dan, As a flight only booking you’ll have the same options available to you. If you need to know more about these options, feel free to contact our Team, free of charge on the contact number above.
Received my e-mail regarding my flights to Florida, I am very disappointed at this decision but more annoyed at the fact I called Thomson and also e-mailed them a few times approximately 2 weeks ago to ask if I could change my flight from 20th June to 21st June to fit in with family who are travelling to Florida on 21st June and I was informed yes I could but would have to pay 50% cancellation charges as well as amendment fees. At that time the flight to depart on 21st June was actually cheaper than I originally paid to travel on 20th June. Obviously Thomson have now put the flight prices up not down and I am sure at that stage of my e-mails they would have been aware the Dreamliner would not be operating for my flight in June.
Manchester Airport is not actually my local airport but we were happy to travel there and incur the charges of petrol and overnight hotel and parking for duration of our holiday stay to travel on Dreamliner. Newcastle is our local airport.
Think it is disgusting Thomson will not let you cancel and receive a refund, If I had booked in a Travel shop as previously done I would have only been required to pay a deposit therefore could have cancelled at this stage and only forfeited my deposit.
Could you please confirm if I could change my flight to either Friday 21st still from Manchester or to Monday 24th June from Newcastle my local airport at no additional costs.
Hi Chris, I understand the upset that this has caused and can appreciate if you’ve planned to travel to an airport that’s slightly further away to fly on the Dreamliner. As long as the flight you’re looking to change to is within 4 days either side of your original departure flight, and all other details such as the hotel, duration, room type and board basis are the same, I can confirm that the original holiday cost will be honoured. If the new holiday is cheaper, you’ll be entitled to a refund of the difference.
Due to fly to florida on the26th of may I havent had an email from you to find out whats happening.
Hi Stephen, If you’d like to send your booking reference across, we can check whether one has been sent out to you.
hi lauren my booking ref is ****/*****
Hi Stephen, Unfortunately your booking reference has been deleted for data protection reasons. Can you send your details again to thomsoncares@thomson.co.uk.
I paid for extra leg room and chose
the outside seat on the left for myself and the outside seat in the middle for my wife. this meant that we were still together but with the aisle between us. Now on the 767, the middle seats are about half a seat behind the outside ones. If I was given similar seats on the 767 this means I will have to keep turning round to talk to her. How do I stop this happening?
Hi Ian, Our seating team will do their best to reallocate your seats similar to those that had originally been selected. New confirmations should be with all customer by around the 22nd of March. If you’re unhappy with the selection, you’ll need to contact our Airways team on receipt of this.
You don’t seem to understand. I don’t want similar seats to what I picked because the 767 seating is completely different to the 787. Why are you waiting till the 19th March to let us see what seats we have been given. Why not show us now. If I don.t like the seats, it will be too late to change my holiday free or is this the whole idea. Show us the seating plan now.
Hi Ian, We need to allow customers to make a decision over their holidays before we can re-allocate customers seats. Some customers may choose to change their holidays in which case the available seats on the plane may change. After this period we will then re-seat all customers who’ve chosen their seat numbers. You’re welcome to change these once you’ve been sent your new seat confirmation after the 19th March.
Just a quick query why my last post has been removed?
Hi Chunk, Your last post hasn’t been removed. Just to let you know, comments do have to be moderated before they’re approved. We’re currently receiving a lot of comments and queries regarding the change in our Dreamliner flights so it may take a little longer than normal for you to see them on the blog.
What seat configuration are the 767 ?
Hi Louise, Once our seating team has completed the new seat allocation, you’ll be advised of the configuration of your aircraft.
You seem to be saying that change of aircraft is not a major issue, but I disagree . It seems that it is an issue for a lot of people myself included. We would not have booked this holiday but for it being on the Dreamliner . The least you could do is let people cancel at not cost to them,not doing so is not very good customer relations and will probably impact on Thomsons in the future
Hi Alf, This is detailed in Our Agreement With You which was agreed to at the time of booking. If you need anymore information around this, you can take a look here – http://bit.ly/hmJ8Dc. We do appreciate the upset that this has caused customers on hearing this news and we’re providing all those affected with various options should they not wish to accept this change.
With the greatest respect that simply is not good enough. If you can not look after you’re current customers how can you attract new ones. First issue I have had with thomson and poor response by you as far as I’m concerned.
Hi Alan, It’s a shame you feel this way. For customers who choose to accept the new arrangements, we’ll ensure that they get to their destination as comfortably as possible on the 767 aircraft. Those who don’t wish to accept this have been provided with the relevant options available to them.
Dear Thompson
We are a family of four who have booked an all-inclusive holiday to Mexico with you. We were offered at the time of booking the same hotel on the same day but flying from Birmingham on a 767 in your premium cabin we didn’t take up this option because I didn’t want fly across the Atlantic on an aging aircraft cleared for ETOPs operation. We were advised by Thomson staff to take the Dreamliner experience and decided to fly on the Dreamliner from Manchester which is much further away for us to travel to but the leg room and age of the aircraft was the deciding factor so opted for the Dreamliner experience this cost us as a family £1200 pounds extra. So why are you only offering to refund only £80 pound per person when clearly we paid in the region of £300 per person extra to fly premium cabin in the Dreamliner above the cost of the premium cabin in a 767 and in fact even prepared to drive to an airport further away from just to do so. Otherwise we would have simply have flown from Birmingham in the first place.
We booked our Holiday on the Basis of flying in the Dreamliner not on the basis of the accommodation. I clearly believe that this can be demonstrated.
Boeing has stated that they will cover the loss to any airline, so why can’t this be passed onto the paying customer and the full amount refunded?
The gesture of goodwill is in fact not a gesture of god will at all and seems to be a cynical attempt to refund as little as possible and relying on terms and conditions do so.
People are not being given the opportunity to cancel there Holiday at no additional cost to themselves. Clearly there is a loss here to myself, and my family
I believe that this argument should be tested in Court.
I await your response.
Hi, We can fully appreciate those customers like yourself who’ve booked to fly on our Dreamliner are disappointed with the recent news. You receive a refund of the supplement of £20 per person that was paid to fly on the 787. This is clearly outlined in the terms and conditions that were agreed to at the time of booking. Our main priority at this time is to ensure all customers’ holidays go ahead. We’re still working closely with Boeing and we’re confident that the issues that were raised will be resolved as soon as possible. Unfortunately, we’re not in a position to publicly advise customers on business information such as compensation.
The reason you are getting an £80 refund and not a £300 refund is because you are still sitting in the premium cabin n the 767 which would cost around £260 extra. The £80 is for the excess. This is not difficult to understand. Do people think they should get a £300 refund, pay the same as those wo are not in premium but get a seat in the premium cabin. Hardly fair. This is ot thomsons fault
Hi, I understand the Dreamliner is not going to be available for us to go to Florida on the 7th May. I am so angry as we was sold the Dreamliner when it was launched as it was to other people. I went to Jamaica on one of the 767′s and it was the worst plane ever. You should be letting us all fly with Emirates. I know you have been let down by Boeing, and you will be obviously heavily compensated by Boeing, but you are not compensating your customers, what you are offering is not enough.
Hi Hayley, I’m sorry you feel this way. If you need any further details on what options are now available to you, feel free to contact the relevant team on the phone number above. I’ll be sure to pass your feedback onto the relevant team for you.
Forgot to mention, I booked in local store and have not heard from them yet. How long should I be waiting to hear from them?
Hi Alf, Can you let us know your booking reference number so we can chase this with the store please.
At the present moment we are happy to stay with our selected holiday . Could you please confirm that we will not be flying on one of the old first choice 767s which would be adding insult to injury
Hi Alf, We’ll be using our Boeing 767 planes in replacement for any Dreamliner flights cancelled, these are from the Thomson Airways and TUI fleet.
Hi i am flying back from Cancun May 5th and just wondering if our flight times will be the same
Hi Charlene, We don’t believe that any flight times will be impacted by the change. We always recommend that you check your tickets when they arrive for your confirmed flight times.
Okie dokie no problem. Thank you
having just seen the news that we won’t be flying the 787 i’m gutted as this was one of the main reasons of booking with you we are flying on the 4/6/13 from east midlands do you have any idea what plane were flying on plus also reading your coment “We will be refunding or crediting customers’ bookings with the supplement they have paid to travel on the Dreamliner” we wasn’t told at the time we was paying extra for flying the deamliner can you tell me why this is and how much extra we have paid per person. thank you neil
Hi Neil, Those customers impacted by the change will now be travelling on Thomson Airways 767 long haul aircraft, which have premium cabins. You’ll also receive a refunding of the supplement of £20 per person that was paid to fly on the Dreamliner which is detailed in our Terms and Conditions.
i understand that safety comes first but when your sold a holiday on the strength of the flights and your store’s pushing the planes to the customers i think there should be more done for the customers who have been booked on these flights as the planes are not a scratch on the new 787 with less everything all round there should be more of a gesture of good will in way or form as this is quite a big difference the sales adviors in store push these flights without tell you that your paying a supplement which was my case anyway . you need to do more for the customer not just fob us off with the terms and conditions
can i also add that when we went into the store to find out what was going on as we have had no contact from anyone ( i only found out as i was on your web site we was offered to change our flights 4 days either way but the hotel that we booked isn’t free for at least 2 weeks either side of our booking(why only 4 days where did this number come from) and how easy do you think it is for 4 adults who all work to manage to change holiday dates it was hard enough for us to manage to get the time off togehter as it was how would we stand if we canceled the holiday do we lose any money as its all paid as we travel on the 4/6/13
and why at the time of booking don’t your sale’s advisors mention the terms and condtions they just take take the booking, take the payment and give you a copy to sign at no point do the say read the terms and condtions which are in connection with your holiday ?????
Hi Neil, I’m sorry you weren’t advised to read the Terms and Conditions when you made the booking. If you could let me know which store you booked with I can pass your feedback on.
Hi Neil, I’ve answered your previous post. If you were to cancel your holiday it would be at cancellation fees set out in our Terms and Conditions. To find out exactly how much this is you’ll need to contact the store you booked with.
Hi Neil, I’m disappointed you feel this way. As previously explained you’ll be refunded the supplement of £20 per person that you paid to travel on the Dreamliner. If you’d prefer to make changes to your holiday plans we will assist you. We’ve a number of flights operating to Florida/Mexico from a variety of UK airports. If a you’d prefer to amend their booking, you can transfer without incurring any amendment fee or additional costs, provided it is to the same hotel and within four days of your original departure. If you’d like to move your holiday outside 4 days of your original departure date or to an alternate long haul destination, we’ll waive any amendment fees.
Booked to go premium to Florida on 12th May. Hope we get the same seats we have booked as our holiday is a belated 21st and early 50th birthday present for me and my daughter and it will probably be our last holiday together in a long time.
Hi Dawn, Our seating team will do their best to re-allocate you into seats you’d originally selected.
thanks Lauren we’ll keep our fingers crossed.
Hi there, i am booked to go on the Dreamliner in July but i have just found out from my brother who is travelling in June that he has only been offered a £20 supplement to switch to your Boeing 767. I find this offer shocking as i can guarantee that people were charged more than £20 for the privelage to travel on the Dreamliner. Not only have you’s failed to deliver the service yous promised and people signed up for but yous are making a profit from it aswell. Surely yous could at least pass some of this onto the customer for the inconvience and broken promises. Dissapointing
Hi Brian, I’d like to reassure you that the supplement of £20 per person is the amount paid to fly on our 787′s. I can appreciate how disappointing this will have been to all customers affected to hear this news, however we’re not in a position to publicly advise customers on business information such as compensation.
thompsons……do you think you would of had as many bookings if it wernt for the dreamliner???….a decent company would offer a full refund if you think people consider this to be a non major change !….i predict a lot of delays and people shuffling come may and june !!!
plus all everyone is going to talk about is the dreamliner you mis sold us !….you cant sell something you dont have on the tarmac !!!!!
Hi Lee, We can understand the reasons why customers chose to book a flight on our Dreamliner. I hope you can appreciate that no one could have foreseen these circumstances and Boeing is working closely with the FAA to try and resolve these issues as soon as possible.
A garage sells a car it doesn’t have in the showroom, phone companies takes pre orders for a product that hasn’t yet been released… A construction company sells a house off plan that hasnt been built…What is the difference???
Hi
Im Confused on here you have told people flying out Late June and returning in July that both flights will be operated by a 767 so doesn’t this mean some flights in July have now been changed from 787 to 767′s?
Hi Zachary, Sorry if this has been said or if it’s caused some confusion. If customers are flying out in June and returning in July, as long as the Dreamliner is flying in July then you’ll be returning on a Dreamliner. We are, however, refunding these customers with the full £20 per person supplement.
Please can you tell me if I will be entitled to get my £100 back for amending my holiday because the Dreamliner will not be flying on the date of my holiday ?
Hi Catherine, Can you send your booking reference across so we can check this for you.
Hi we are due to fly in June to Orlando in Economy class now we are going on a 767 will we be going Premium class free of charge or stil economy thanks Jason
Hi Mr Lawrence, If you’ve selected to sit in the economy cabin on the Dreamliner, you’ll be seated in the economy cabin on your new aircraft.
Hi is there any time limits to the dates we can change our trip to mexico sheduled for 10 may ie change from may to october 2013. many thanks H
Hi, You’ll have two weeks to make any necessary amendments you’d like to.
The number of seats available on the B767 is far less than the number offered on the B787 – what, if any, arrangements have been made to overcome the shortfall?
Hi Brian, Our contingency planning has included finding alternative 767 aircraft with enough seats to cover the amount of bookings we have.
Meant to be able to chose seats from tomorrow, can I still do that?
Hi Liv, Our seating plans have currently been suspended so customers can make the relevant changes to their holiday. If you’re set to depart in June, you should have access to the map on around the 19th March.
i’ll start by saying i know it’s not your fault the dreamliners aren’t available but i think the treatment of your customers is terrible. myself, my girlfriend and her parents have spent over £12,000 with you over the last year and being offered £20pp because we wont be getting what we were sold is an insult, especially since you haven’t offered the option to cancel with a full refund. i hope you realise that your poor handling of this situation is going to cost you a lot of money in the future through bad publicity and the fact that a lot of passengers, like us, won’t book with you again. i know i’ll get the same reply as everyone else but i’d like to point out that your terms and conditions do state that if the 787 is unavailable we will will receive a refund of the part of the premium for the relevant flight, it doesn’t say how much. if you’d have offered a more resonable amount, your customers might not be so disappointed. after all, it won’t cost thomson a penny because you’ll be claiming it all back from boeing in your compensation claim
Hi Craig, As found in Our Agreement With You and in the terms and conditions, the supplement paid to fly on the Dreamliner was £20. In line with the booking conditions you’ve agreed to, we’re refunding customers this supplement. I can appreciate the disappointment this has caused and I’ll be sure to pass your feedback onto the relevant team for you.
Why are we not getting a full refund?! I paid £800 for an upgrade to premium and have been told today I will be getting £20 per person as a refund for the difference yet the upgrade for the 767 was £400! And an additional £80 each compensation as a gesture of good will, now we are out of pocket for £200, how is this fair?! Yes I still get to go to the same place but no I am not receiving the same service and no I am not paying the same price for it! The level of customer care is the issue here not the method of transport as I am sure most people want to get there safe but we wanted answers sooner and a decent offer of a refund not an insult! I am also posting this on other sites in case it keeps being removed by Thomsons. Haven’t even left yet and it feels like a holiday from hell. My next issue is where are you going to put us all? The 787 for Thomson is supposed to have seats for 291 passengers with 47 of those in premium but the 767 has 283 seats and 31 in premium?!
Hi Kerry, The supplement that was paid by all customers to fly on our Dreamliner was £20 per person. Our holiday costs work on a flexible pricing system so you may find that your holiday cost can go up or down in price. If you need any further clarification on the terms and conditions that were agreed to at the time of booking, feel free to check out Our Agreement With You in the back of our brochures. Our contingency planning has included finding alternative 767 aircraft with enough seats to cover the amount of bookings we have.
For years we have been told that customer service is the single most important aspect for any business to be successful. Thomsons handling of this affair has been nothing short of disgraceful with ” cut and paste ” replies to customers genuine concerns,people who have paid a lot of money and have been so looking forward to their holiday and flying on the dreamliner.I know you have our money and don’t care but I will be joining the hundreds of others in never using thomsons again.
Hi Alex, You may find that our responses contain the same details due to the similar queries being asked. I’m sorry should you feel these to be cut and paste however we’re ensuring we’re providing customers with the relevant information to their booking.
People are asking the same question over and over… Why don’t they read previous replies before wasting the time of the team working on this forum, then maybe they could spend more time dealing with the more important enquiries… And of course the replies are the same if the question is the same!!! Did you think Thomson were going to give a different reply to the same question!!!! Some people just say the most ridiculous things… How many thousands of people and flights do you think Thomson are trying sort out????? Or did you just think it was a handful???!!
The Thomson Dreamliner advertising campaign clearly states, more space and comfort. A new way to travel. A plane change is not normally a big deal. But people have booked their holiday based on this new way to travel this becomes a major part of the holiday. Fine t&cs apply, it’s out of your control and so on. With respect I don’t think you understand how upset people are, maybe it’s time to put the script down and save this before it turns into a PR disaster. People remember the negative. Please Thomson do the right thing and restore people’s faith in the industry.
Hi Jay, Just to let you know I’ve passed on your comments to the relevant team tonight.
Flying on July 9th and booked Glasgow at additional cost (not just Dreamliner supplement) after being promised a flying experience like no other and that it was worth every penny. Some theme park tickets have been bought and paid for and cannot be changed therefore I’m stuck with travelling to Glasgow for no reason at the extra cost.
Very disappointing that you have not been able to manage your suppliers to a reasonable degree and wish you’d just admit now that there will be no July or August Dreamliner flights as almost zero chance of this being resolved, tested and approved.
Hi Scott, At the moment we still do not have a new delivery date from Boeing which is why we made the decision to switch aircraft on all May and June flights, Are priority of course to make sure our customers still travel to their holidays. Should the delay from Boeing continue and affect holidays in July, we do have contingency plans in place and you will be notified as soon as possible.
im not traveling till september but booked to go from manchester because of the dreamlineras i live in birmingham can i change to birmingham at no extra cost to me before it all gets booked up
Hi Tina, As no changes to your booking have been made, the normal booking conditions will apply.
It appears Thomson have played a blinder, for now, I won’t be using them again the exact same holiday was 400 less same dates same hotel on a normal plane, offering 20 compensation is an insult, the dreamliner was used as a major selling point therefore it’s a major change foc cancellation should be available!! please do not respond with ur t and c spiel I’ve heard enough of this rehearsed rubbish
Hi Clare, I’m sorry you feel this way, The supplement that was paid by all customers to fly on our Dreamliner was £20 per person. Our holiday costs work on a flexible pricing system so you may find that your holiday cost can go up or down in price and differ between dates and departure airports.
We paid a huge £460 for our premium seats on Dreamliner. When we upgrade on normal flights its about £280. How is £80 suppose to make that right. Especially when you are dealing with customer upset at not being on the Dreamliner. Thomson lining their pockets???? They full difference should be offered to be just fair
Hi Jane, I’m sorry you feel this way, Our holiday costs work on a flexible pricing system so you may find that the Premium club costs can go up or down in price. We will be refunding the supplement of £20 per person paid to fly on the Dreamliner. This is outlined in the terms and conditions we provided which explained if you have paid a supplement for a summer 2013 flight that was planned to be operated by the 787 Dreamlliner and we have to change the aircraft type, you will receive a refund. The £80 per person gesture of goodwill to compensate for the reduced legroom in the premium cabin on a 767.
I’ve looked and we paid nearly £1500 for the Dreamliner premium privilege! On a normal 767 it’s about £720! Paying premium customers and non premium customers the same £20 is a disgrace! I know you will have to tow the company lines but someone high up in the pecking order at thomson needs to look at this. This premium supplement of £1500 for my family of three was clearly a lot more because it was the Dreamliner. Thomson will be compensated off Boeing. It’s not right that your customers aren’t getting the same. Bad service
Hi Jane, We’ll be refunding customers the supplement of £20 per person that they’ve paid to fly on the Dreamliner. This is outlined in the terms and conditions we provided to customers which explained if customers have paid a supplement for a summer 2013 flight that was planned to be operated by the 787 Dreamlliner and we have to change the aircraft type, they will receive a refund. In addition to this, customers with premium seating will also receive £80 per person.
We are flying from Gatwick to Florida in 22/05/13 there are 6 of us going we are treating the children as a thank you for all there support following a horrid year !!! Gutted the 787 is not going but hey ho do you know what I’m alive and here to see my kids grow up that’s more than I’d ever need. I’ve paid to select my seats but when am I able to book them ???? Would also i be able to pay extra for premium in the 767 at the same time as I didn’t think I’d need premium on 787 given so nice. Help would be greatly needed please
Hi Karen, Our seating team will be re-allocating your seats in two weeks. The option you’ve selected is to guarantee your seats together which we will still do, the facility to select your seats is a complimentary service on top of this. If you’d like to upgrade to premium on the replacement 767 aircraft, availability can be checked once the 2 week time period has ended.
Hi again Lauren. Thank you for your reply I think Thomson have been great and its not your fault at all!!!! It can’t be helped its the holiday with my family I’m looking forward to!!!! We flew with Monach last year to Florida and my word NOTHING can ever be that bad. Is the 767 economy seats still fitted with seat back tvs ???? To relive the boredom. Also today Is when I can book my seats will I be able to today thank you
Hi Karen, Our Boeing 767 planes have seat back TV’s and from May they’ll have on demand entertainment, this includes games, films, TV and music. Due to the change of aircraft and some seats have to be re-allocated you’ll be able to select your seats from the 19th March.
What would happen if the FAA announce that Boeing can go ahead with the battery fix and that Dreamliners will be back in the air by the end of the month? Will Thomson reverse their decision or continue to make money out of their passengers by switching to an old 767 aircraft with failed in flight entertainment systems and worn out seats (our previous experient of them)
Hi Louise, Any decision like this will be made when we have a firm delivery date from Boeing, at the moment this isn’t something we’d be able to advise.
Still awaiting reply as to whether 767 has been refurbished from old hard seats to more comfortable ones. Also what are the difference in measurements in seats from 787 and 767?
Hi Philip, From 1st May we will be launching our brand new in-flight service across all our long haul flights. The service will also include a wonderful new menu, pampering goodies from Rituals(Premium only), on-demand entertainment and other extras. If customers are on an alternative aircraft, we will do everything possible to ensure that our passengers get to Florida and Cancun as comfortably as possible and still receive the 787 service from our crew on board. In economy the seat pitch is 33” and in Premium it is 36”.
HAVE THE 767′s BEEN REFURBISHED? What is premium measurements in 767 and 787 what is the difference
Hi Philip, I’ve answered your question about the Boeing 767′s on your other comment. With regards to the Premium Club, our Dreamliners have a 38 inch seat pitch, and our Boeing 767′s have a 36 inch seat pitch.
Thank you for clarifying difference in seat pitch. Hopefully when you ‘make us as comfortable as possible’ on old 767 the pamper pack includes an inflatable cushion!!!!!!!
I see the change from the 787 dreamliner to a 767 as a major change in travel plans the way it was advertised. People should be given the option of a full refund.
Hi Ian, An aircraft change isn’t classed as a major change to your holiday. For more details on this, please see Our Agreement With You in the back of our brochures.
Well I might not be going on the Dreamliner and I only booked my Mexico holiday because of this plane I’ve now changed it for 2 holidays and got some money back in my account with no problem so thank you I also got my money refunded for my hotel parking
we was contacted today to say we wouldnt be on the dreamliner now and our prebooked seats will try yo be booked like for like but our flight is on 26th april so is it just out flight home that may be effected
Hi Ks, That’s correct.
Hi I had booked premium seats from Manchester to Mexico so I could travel on the dreamliner. If I change to my local airport will I still get the compensation for the premium seats? Thanks
Hi Miss Harris, If you want to downgrade from a premium cabin on the 787 to economy cabin on the 767, you can subject to availability. If you choose to do this you will receive a refund of the premium supplement you paid plus the £20 per person refund for not flying on the Dreamliner. As you would no longer be flying Premium you would not be entitled to the £80 gesture.
We are very disappointed in this. Although I understand it is out of your control the refund of £20 is ridiculous as the exact same package holiday is £150 less when not flying on the Dreamliner. How do you justify making £130 profit if its out of your control? I understand we accepted the terms and conditions at the point of booking however it is Thomson that is making a profit from its customers. How can you only provide a refund of £20 when exactly the same holiday package is going for £150 less?
Hi Anthony, The supplement that was paid by all customers to fly on our Dreamliner was £20 per person. Our holiday costs work on a flexible pricing system so you may find that your holiday cost can go up or down in price. If you need any further clarification on the terms and conditions that were agreed to at the time of booking, feel free to check out Our Agreement With You in the back of our brochures.
I have just noticed, to fly from East Midlands on a 767 for may 1st is 1219 per person. I booked for the Dreamliner for the same dates, time and airport for 1399 per person. So now I am on a b767 with £20 dreamliner premium in my pocket but I have still paid £160 more than advertised currently for the same holiday. How does this work. Especially as my Dreamliner holiday included a web discount.
Hi JDuthie, The supplement that was paid by all customers to fly on our Dreamliner was £20 per person. Our holiday costs work on a flexible pricing system so you may find that your holiday cost can go up or down in price and differ between dates and departure airports.
But this is not the holiday I booked, your store posters clearly state be the first to fly on our Dreamliner, from may 2013, I bought the holiday on the basis of being on the first flight. Also the seats are bigger on the Dreamliner as stated in the adverts, more space and comfort, a new way to fly, Dreamliner has a minimum of 34in leg room as stated on your 2014 holidays, 767 is 33in. This has been mis sold to me and I will be seeking legal advise.
Hi Jduthie, We originally expected to take delivery of our first Dreamliners at the end of February, which provided us with ample time to operate our first flights originally planned for 1 May 2013. No one could have foreseen these circumstances and Boeing is working closely with the FAA to try and resolve these issues as soon as possible. We understand how frustrating and disappointing this news will be for those customers looking forward to fly on the 787 Dreamliner. Unfortunately these circumstances are out of our control as Boeing has failed to fix the issues with its aircraft in time to meet our flying schedules.
Thank you for replying.
This is my point, I was assured I would be on the first flight, hence why I booked it. At no point was I told I would possibly be on a 767. If i had been told i would not have booked, No one could have seen this coming but as a travel company you should not have said you WILL be on the first flight of the Dreamliner when selling this product. This was a once in a lifetime chance to do this hence why I booked it and followed all the pr. I am not angry at Thomson for the delay. As I don’t want to be on an unsafe aircraft so it’s a good call, my problem is how it’s been sold to me, and the pr campaign prompting me to buy a product you can’t fulfil. You should offer a full refund to those told they would be on the first flight. I would be happy to book another holiday with Thomson as I have had nothing but good times.
Hi Jduthie, We can appreciate your disappointment. There’s the option to amend your holiday to a different destination. You can choose to transfer to any alternative holiday featured in our mainstream programme and we’ll waive the normal amendment fees. If the holiday is more expensive you’d be required to pay the difference and if it’s cheaper you’d receive a refund.
We have paid to go on the dreamliner on the 4th May from Manchester, at a cost of over £700 but we are only being compensated if you can call it that £100! How is this allowed? We have not only paid to fly on the dreamliner and are getting a smaller plane without the 38″ legroom that my partner needs we are not even getting any money back from that, there is no way that we can get the same service from Premium class on a 767 that we would be getting on the Dreamliner, I am truely dissapointed that Thomsons waited until the week after all our final balances were due before releasing this statement.
Hi Melanie, The supplement that’s being refunded is the amount that was paid to fly on our 787 Dreamliner’s. The additional £80 is being given as a gesture of goodwill from ourselves to recognise the disappointment of not experiencing the Premium Club within the 787 aircraft. I hope you can appreciate our priority has been to ensure that customers’ holidays will continue as planned and have therefore been working on contingency plans to fly alternative aircraft for our 787 routes to Mexico and Florida. Boeing has also failed to provide us with a new delivery date. For these reasons we’ve not been able to inform customers sooner. I’m sorry for any disappointment this has caused.
Hi i am flying back from cancun on 5th may i was just wondering if our flight times will still be the same or will they change them now we are not on the dreamliner. Thanks
Hi Charlene, I’ve answered on your other comment. We need to approved and respond to comments before they’re posted.
I am due to fly to Florida on the Dreamliner in June with my young family. The advantages of this aircraft is what made me choose this holiday (as it was much more expensive than any other operator) this makes me question the £20 pp supplement. I do not believe it cost my party only £100 more to travel on this plane, especially now that I have repriced the same holiday and it is over £1000 cheaper!! What are my options to cancel this holiday or transfer to the cheaper alternative???
Hi Michelle, Please advise of your reference number so that we may advise you accurately of the options you have.