Neilson Reviews

neilson.co.uk
3.58
139 reviews
Great Rating
Based on 139 user experiences

Rated 3.58 out of 5 by 139 Happy Customers

43.2%
14.4%
13.7%
14.4%
14.4%
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F

Too many changes

Booked a 1 week holiday to Croatia based on flight day times and airports all working well for us travelling with kids and as a group of 2 families All of this got changed by Neilson and we got moved to 2 different flights on different days with terrible flight times and a longer airport transfer Terrible attitude from Neilson staff when we phoned to complain and nothing offered to make the pain easier such as a complimentary late checkout now that we have a late flight Their response was that there was nothing they could do about any of it and we could cancel if we didn t like it
R

AVOID - Illegal Practices

Called Nielsen on 13th March to confirm our ski tip to France was cancelled due to most of Europe being closed due to Covid19 They told us it wasn t and we had to go or wouldn t receive a refund Assured us the pistes were open We landed on the Saturday 14th and were swiftly told the pistes were closed and the were flying us back on Monday They gave us pre-printed letters telling us to claim a refund from our insurance company They continue to ignore the 2018 package holiday legislation and won t refund us any money despite our insurance company telling them what they are doing is illegal Don t ever book a holiday with these jokers - you ll regret it
S

Booked a holiday to val d Is re

Booked a holiday to val d Is re Cancelled due to corona virus Neilsons have apparently found a loophole around cancelled and is now claiming it was curtailment reducing which is ridiculous as I wasn t able to ski on a ski holiday crystal ski have been refunding all passengers who have been out on this week DO NOT BOOK WITH NEILSON
A

So bad

I ll never forget going on holiday and being stuck in an airport with one of the most cock-sure and arrogant reps from Neilson While being smug and uninterested that a whole flight s worth of customers were having to be delayed by 18 hours he was like you re supposed to expect this sort of delay it s your fault for having travel insurance Oh really is that why you should spend the entire rest of the time chatting up any girls that with a pulse After this trip I never booked with Neilson again Always Inghams Crystal or SkiTrex instead
M

Customer service website

After a frustrating time trying to book a 14 day holiday on their website I gave up and messaged Nielson The reply was tough it s all on the website live with availability but I ll pass your comment to the marketing team What appalling customer service Update I would advise anyone experiencing problems with Nielson s terribly frustrating website not to email but to call and speak to a person I spoke to a very professional man who was very helpful He found me the last 14 day holiday available albeit from Stansted not Birmingham Thank you for you help Rus
A

Poor customer satisfaction

As mentioned below we booked a holiday with Neilsons instead of other companies due to the child friendly flight times Sadly they have changed the flights by 10 hours to now be travelling at midnight Not ideal with a 1 and 3 year old No option of refund or day change Poor customer service and barely an apology I won t be booking with them again Ruined made a holiday stressful before it s even begun
N

Never again

Flight time moved so we miss half a day in resort on the way out airline changed to Easyjet on the way back Also had to do all the leg work to sort out our Easyjet flight API etc then was told I had to pay extra to guarantee I will sit with my family in the aircaft Absolutely unbelievable - this is supposed to be a premium holiday experience not bargain basement Terrible customer service as they just don t reply to e-mails their telephone staff are completely uninterested
C

Would not refund my 3000 cancelled ski

Would not refund my 3000 cancelled ski trip despite initially agreeing to by phone then backtracking and sending email with credit note attached 2 weeks later that can t even be used to try and get money back until October They are breaking the law refusing refund Unacceptable to use customers money as an interest free loan for their company Would never use again
L

Nothing more than thieves

Promised full refund after Neilson cancelled our holiday due to COVID now they say we can t have it Neilson is owned by a multi billion pound investment company that is part of LLoyds and they are stealing the money of families that can t pay their bills or put food on the table because they say they haven t got the money to refund Neilsons own Terms and conditions state they have to refund within 14 days no laws have been changed to allow them to do otherwise but they think they are above the law Neilson should never trade again
R

Just lies and bad service

We were advised by rep that refund would be given for unused lift passes and hire due to resort closing Told to contact customer services which duly did Told to claim through insurance Told them we were given incorrect info by rep Then got reply that we would be refunded but due to backlog may take a little while Still not heard anything 5 weeks later It s a disgrace to give such shocking customer service Just a totally unprofessional company people trusted you with their money but you have lied to us and stolen it You don t deserve any customers or indeed a business

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