First Choice Reviews

I must say they are very reliable, always enjoy with first choice. They always ab e proper arrangements at the resorts.

I have had to cancel a holiday due to ill health two weeks before travelling. First choice were absolutely brilliant in dealing with this matter and moved my holiday to a later date without any problem at all. I had to prove the situation was genuine by sending them medical information electonically and then their call handler called Toji dealt with the matter superbly and was a credit to the company. I will definitely travel with them again.

Extremely difficult to get hold of anyone when trying to sort my issue which they did not resolve. Speaking to their customer service team AND manager they did not seem to care or want to help. I expected a lot more from a company of this size. Avoid!!!

I called to cancel my holiday - 14 months before the departure date, as I was unable to do this on-line due to 'technical difficulties'. After calling twice unable to get through, and spending over 2 hours on hold, I finally spoke with customer service. Long story short, after trying to pressure sell a different holiday / different dates and my polite decline of this - they advised that in addition to losing my £300 deposit (which I expected), I also owed them an additional £500! So £800 for cancelling a holiday 14 months before departure. Although it describes the £300 as 'deposit'. and the next payment of £500 as 'next payment', the chap I was speaking with was trying to push through that this is all the deposit and I would lose this regardless. I ended the call after being on the phone for over 1 hour going back and forward on the specifics within TUI's T&C's and confirmation email wording, advising that I would not be paying anything further and to cancel my holiday with immediate effect. Absolute cow boy antics, and I would expect better from a large company. Beware if you are booking and I will never use this company again...

First Choice...? definitely not! There is no way to contact anyone, I have been waiting in the 'queue' for over an hour to speak to an agent via the on-Line chat function (this appears to be the only way) - it's ridiculous; is there only one agent???? I give up - better to go with Thomas Cook!

We booked with First choice for the first time since lockdown, having used Jet2 for our holidays at the end of last year.
With jet2 you receive your tickets around 4 weeks before departure.
With no tickets being received 2 weeks prior to departure I checked on the First choice website and vaguely it states you will receive your tickets between one and two weeks prior to departure.
I checked in online 2 weeks before departure for the outbound flight and a message on the site stated I'd checked in for both flights and boarding passes were attached.
The only passes were for the outbound flight.
With one week to go to the holiday I checked the website this morning and there was still no inbound boarding pass or anyway of obtaining it. There was also still no eticket there.
I've had to complete an online form to find out what's going on.
This afternoon I decided to go back on the website and found I actually had to check in for the return flight today, and hadn't in fact checked in for both flights despite the website stating I had.
After checking in this afternoon I subsequently received my eticket.
I think the website seriously needs sorting out to state exactly what you need to do.
They must get so many people completing online forms or ringing them, purely because the correct information isn't on the website.
Not a good start to the holiday preparation, but I'm hoping the actual holiday is a lot smoother.

Booked a holiday to Lanzarote and had my flights changed without being told or informed of the change. I booked the more expensive earlier flights specifically and now i have been moved the official stance was "as the flights have been moved by less than 6 hours original booking conditions stand" I couldn't cancel as they wanted to take 70% of my holiday cost. I have accrued costs for pet care, travel based on the original travel time along with planning a holiday with an Autistic son who needs certainty.

I was met by a rude and inconsiderate Catlin on speaking to an advisor. After booking all my holidays through First Choice including my whole wedding party costing over £30k this is the last time i ever deal with this company.

Avoid

We’ve been using First choice for a number of years as the holiday village brand fits our family perfectly and we love the brand. We booked our current holiday 2yrs ago and due to fly out in August. I logged into the first choice app 12 days ago to find our flight times had changed with no notice and was over 12 hours difference. I understand these things happen however due to a business meeting I now cannot re arrange we are stuck. 15 phone calls in 12 days promises of emails etc. I’ve received 3 emails one stating I had until 7.30 that night to amend or cancel (this was at 5pm) another confirming our flight change as we had not received any correspondence and one confirming if I cancel I can have a full refund. I get it however there are no other flights now that will take us to our hotel with our room choice (a swim up room). The only option we were given if we wanted a holiday village was another hotel but at over £2000 more than we are currently paying. I have offered to pay more towards it as I understand costs go up but 2k is a lot more in the current climate.
I’ve been bounced backwards and forwards, been told people would email or call me back and even told a manager would call me within 48hrs but unfortunately nothing. All I keep getting told is to have a refund which is fair enough but try re booking now I am paying well over and with a lesser room. I’m also still awaiting responses to an email complaint that stated 72hr response time to be told on the phone it’s now 28 days.
Come on first choice I know I’m only a small customer but is this really customer service?

Yuck... That's being generous. The restaurant is in appearance clean, but the clientele choice is a little to be desired. I live very locally and decided to take the family there, unfortunately, some Mongrel Mob members and their progeny decided to eat there so we decided to get take out and eat at the beach. Sorry to say, but the food was bland, undercooked and the two fried rice dishes were clumpy and unappetising.
Members of the above-mentioned families were hanging around outside chain-smoking while the children were running around outside on Jackson Street. I thoroughly recommend not to waste your money there.

Stay well clear

2 years ago I booked holiday with First Choice company.
Unfortunately after this time Covid 19 spread around the world and I can't do anything only change the dates and place of my vacation.I can't cancel my order because I'm losing my vacation deposit.
At the moment I would like to change my date and place again and they offer me a higher price than what they offer on the website.
It was not my fault and the moment I am bad customer becouse I am trying to do something for my children.
I have been saving TUI for two years and at the moment TUI kicks me in the "my back" with the explanation -that this cannot be done.
What the disappointment from TUI.
No more again.
And finally nobody from First Choice wants to talk about this.
Costumer service doesn't exist.
Thanks.

Absolutely disgusted with the way we have been treated. Nearly 4 months and still no refund. Nearly £1700 spent on a holiday to Jamaica for you to cancel it and not refund us, rang up more than 20 times now to be told the refund is going through, but still not had anything. “14 days to refund” stop telling people that if it is going to take months. Absolutely disgraceful.

I ordered on 30/11/2021 (Order No: 61065786) until today 15/12/2021. NOTHING to receive.. Well Done ...

So unhappy with the cust service i have had from first choice,
Booked my holoday over 18m ago the holiday got canceled due to covid, ok not first choice fault, no1 can help covid, i was offerd a full refund or rebook so being a loyal cust for a number of years and never having a problem i rebooked, i was told when i rebooked that if at any time i want to rebook agin its free to do so only to find today that nope that was not true and rebooking is only fee free upuntil april 21 the hol i booked is may 8th so first choice want to charge me £300 amendment fee, owch, so i payed £60pp deposit when i 1st booked however when i changed booking after the holiday was canceled first chioce say the terms changed and my deposit was £200pp so if i cancel i lose £1200 deposits evan tho 2nd time the holiday was already payed for so never payed deposit, agahhhhh spoke with Omar in there cust serv today to try and rebook without amendment fee but it was like talking to a wall he did not care that at the time of the 2nd booking i was told that it was free, finaly iv used first choice a number of times in the past and have always had a good service and awsome holiday its a shame that since covid thay have gone so pour i will never use them agin and looking at the number of unhappy custs leaving bad reviess first choice will lose in the end rant over do not use firstchoice!!!!!!!!

This is a TUI/First Choice booking reference-13383230.
My experience was fantastic travelling to Cyprus with an excellent all-inclusive hotel. All is good!!
I draw everyone's attention to KLARITY which TUI/First Choice are recommending as their COVID Service Partner; my advice is beware and avoid KLARITY (See my review on KLARITY using booking reference KLARI0005586.)
My advice is use an alternative provider other than KLARITY. A suspicious person would allegedly say that TUI & KLARITY are in some sort of 'prid quo pro' service deal with TUI allegedly receiving revenue and/or concessions in return for a recommendation - allegedly.
If this were to be the case, TUI & KLARITY would be guilty of exploiting Government COVID laws to extract additional revenue from their Customers who are forced to abide by the law and have high cost COVID tests. That is what a suspicious person would believe and is obviously not the case here.
Other reviewers are correct TUI does not respond or even acknowledge criticism but after holidaying with TUI/First Choice for in excess of 10 years I find the company good to very good.