TH
Thompsons Holidays
Verified Business
TH
Scores reflect the Overall AI Score for each category
Scores reflect the Overall AI Score for each category
Based on recent customer reviews, Thompsons Holidays delivers consistently strong service driven by named consultants who build personalised travel experiences. Customers repeatedly praise individual agents for patience, responsiveness, and going above and beyond. A small number of serious incidents involving double charges, refund delays, and supplier disputes weigh against an otherwise highly positive picture of bookings, communication, and overall travel experience.
TrustIndex
8.5
Ranking
#4
in Travel Agencies
NPS Score
76
Recommended: Very Likely
Jul '25 - Jun '26
Based on recent customer reviews, Thompsons Holidays delivers consistently strong service driven by named consultants who build personalised travel experiences. Customers repeatedly praise individual agents for patience, responsiveness, and going above and beyond. A small number of serious incidents involving double charges, refund delays, and supplier disputes weigh against an otherwise highly positive picture of bookings, communication, and overall travel experience.
Thompsons Holidays's biggest strength, according to Hellopeter's AI analysis, is Customer Service & Travel Expertise. Customer Service & Travel Expertise (4.6). Named consultants like Karabo, Dashenka, Kenny, Nishta, Sharon, Mbali, and Thuli are repeatedly praised for patience, professionalism, knowledge, and personalised attention that genuinely matches customer travel needs.
Used this business recently? Share your experience to help others decide.
Used this business recently? Share your experience to help others decide.
Share Your Experience1 reviews | Active since Jan 2020
Booked with Investec Travel, and they use Thomson's Travel. They charged me double and after more than a week they still have not refunded me. Received an excuse that someone else (another family unrelated to us) needs to pay their costs fist before they refund me. This is so ********* and quite frankly *******. Charging you twice and not refunding you. Using an excuse that they charged me for someone else's travel "accidentally", and not refunding my money is *******.
1 reviews | Active since Jan 2020
Booked with Investec Travel, and they use Thomson's Travel. They charged me double and after more than a week they still have not refunded me. Received an excuse that someone else (another family unrelated to us) needs to pay their costs fist before they refund me. This is so ********* and quite frankly *******. Charging you twice and not refunding you. Using an excuse that they charged me for someone else's travel "accidentally", and not refunding my money is *******.
1 reviews | Active since Jan 2020
Dashenka at Thompsons Travel was absolutely amazing in putting together a great package for our trip to Thailand. She gave a few options and gave good insights on the hotel. She was very patient with us and made sure we were at ease with travelling during this time(due to the issues in the Middle East). Thanks to Dashenka, we will continue booking our holidays with Thompsons.
1 reviews | Active since Jan 2020
Dashenka at Thompsons Travel was absolutely amazing in putting together a great package for our trip to Thailand. She gave a few options and gave good insights on the hotel. She was very patient with us and made sure we were at ease with travelling during this time(due to the issues in the Middle East). Thanks to Dashenka, we will continue booking our holidays with Thompsons.
1 reviews | Active since Jan 2020
The communication and response is excellent and timely. Chantelle gave me feedback on everything I enquired in the least amount of time. She was also patient providing me with all the options for my trip and accommodative when I requested for payment plan.
1 reviews | Active since Jan 2020
The communication and response is excellent and timely. Chantelle gave me feedback on everything I enquired in the least amount of time. She was also patient providing me with all the options for my trip and accommodative when I requested for payment plan.
1 reviews | Active since Jan 2020
Once again Thompson's excellent service has exceeded expectation All arrangements as per the stopover in Singapore was done without any issues I have been using Thompsons for a very long time and I have never been disappointed
1 reviews | Active since Jan 2020
Once again Thompson's excellent service has exceeded expectation All arrangements as per the stopover in Singapore was done without any issues I have been using Thompsons for a very long time and I have never been disappointed
The most common complaint about Thompsons Holidays, based on Hellopeter's AI analysis of recent customer reviews, is Refunds, Pricing & Value. Refunds, Pricing & Value (4.0). Many customers highlight competitive prices and good value packages. However, serious complaints describe double charging without refund, escalating flight surcharges, and disputed payments via third party suppliers causing significant financial distress.
Thompsons Holidays scores 4.3 out of 5 on Hellopeter's AI analysis of service quality in Travel Agencies, compared to the Travel Agencies industry average of 2.3. Their strongest theme is Service & Expertise (4.6); their weakest is Refunds & Pricing (4). The top AI-rated Travel Agencies business on Hellopeter is Pentravel (4.6). How is the AI Score calculated? →
Thompsons Holidays has a TrustIndex of 8.5 out of 10 on Hellopeter, based on 56 reviews in the last 12 months. Hellopeter has tracked Thompsons Holidays across 353 total reviews. How is the TrustIndex calculated? →