TUI Holiday Store (Inside NEXT) - Manchester

Janet

Very disappointed with the lack of customer service at this store.
Just received the plane seating plan with 4 weeks to go for a family holiday booked early this year for a party of 14 that includes adults and children to find the holiday advisor has allocated seats for the youngest of our party age 2 & 8 in a row with a yet to be booked seat 2 rows away from their parents!
Effectively these children will be sat with a complete stranger. I visited the store today to ask if the allocated seats could be changed within our travelling group allowing the youngest to at least travel with an adult family member. Although the unhelpful non plussed staff in store today agreed the error was due to the sales advisor at the time of booking, which incidentally had not been discussed and no fault of ours, the seats could be renamed but this would incur additional charges to a holiday already payed in full!
Had basic common sense been applied at the time of booking I would not of been in the position today of trying to rectify this error to be met with non existent customer service. It is not good enough to say just swap seats. Not good enough customer service even at a basic level.

Pleased to say after a meeting with Zoe ( manager ) our concerns regarding this booking have been promptly resolved, thanks Zoe for your help and reassurance.

Charlene

Thank you to all the staff at Manchester Fort! They helped me find my perfect holiday and provided great service from start to finish. They also gave me a great rate on my currency as I had booked my holiday with them. The staff are so welcoming and friendly and I would recommend anyone looking to book their future holiday to do this at Manchester fort!

Adam Chadwick

Made a special trip to the Cheetham Hill branch to come and pick up some Euros from the bureau. Staff shortages meant the bureau was closed, so walked straight back out empty handed. Poor staff management has lost them business and we will not be coming back again.

Zoey Taylor

Always come to the store the girls are also very helpful Charley and Zoe who I normally deal with as they have booked me for years but all the staff are very helpful and always go out there way.

Jasmine Sandhu

Booked our first holiday together as a young couple with the lovely Zoe today. She was amazing at helping us choose the perfect holiday. I was quite nervous that going to an agent would mean that our budget would be ignored, and that we wouldn’t find the cheapest deal - but it was the complete opposite ! She took out all of the stress and found something that was perfect for the both of us. In two weeks at home we couldn’t decide a single thing, and now we have the flights, hotels, and an excursion booked - everything was finalised within about an hour! Zoe and the other lovely lady ant the reception desk also gave us some really good advice on where to go on our next holiday (although this time we’ll make sure to plan it longer than 3 weeks before !). Couldn’t recommend them more, whole experience was amazing!

Zara

Mehnaz is absolutely incredible and a credit to tui, she went above and beyond for us and managed to find us an amazing deal on our favourite holiday. She is so lovely and great to chat to which makes the experience of booking a holiday much more enjoyable.

I would only ever book with her from now on for any future holidays!

Racheal Noble

We recently booked a family holiday with travel adviser Matthew in the Tui shop at the Fort. He was friendly, professional and helpful, couldn't do enough for us, even provided advice on the experiences we could go on whilst on holiday. Fabulous can't wait to book my next holiday with Matthew.

Shweta Paul

I just had an unfortunate encounter at your establishment that compelled me to leave this review. I want to start by emphasizing that my interaction was not even with the particular staff member who misbehaved, which makes the situation even more disappointing.
During my visit today, I was engaged in a conversation with another person when an attendant, whose name I unfortunately did not catch, interrupted our discussion in an extremely rude manner. Despite not being involved in the conversation, this staff member felt the need to interject with unnecessary comments and an overall dismissive attitude.
The lack of professionalism and courtesy displayed by this attendant was truly disheartening. It not only disrupted my experience but also left me questioning the quality of customer service at your establishment. As a paying customer, I expect a certain level of respect and courtesy, especially when I am not even engaging with the staff in question.
I hope this feedback serves as a reminder to address the importance of customer service training within your team. No customer should have to endure such disrespectful behavior, especially when they are simply trying to enjoy their time at your establishment.
I trust that you will take this feedback seriously and address the issue appropriately. It is my hope that future customers do not have to experience the same level of discomfort that I did during my visit.