Scores reflect the Overall AI Score for each category
Based on recent customer reviews, Thompsons Holidays is described overwhelmingly through the individual consultants who handle each trip. Customers consistently name agents such as Mbali, Karabo, Kenny, Thuli and Dashenka, praising patience, fast turnaround and tailored itineraries. A recurring theme is stress-free planning from quote to return. The exceptions involve ignored emails, booking errors and unresolved billing disputes that left a minority of travellers without recourse.
Top Strengths:
- •Customer Service & Travel Expertise: Customer Service & Travel Expertise (4.6) is the standout theme. Named consultants are described as patient through repeated changes, knowledgeable about destinations, and personally invested, with several travellers saying they will only book through their specific agent again.
Replied to 100% of negative reviews
Reply time on negative reviews: 1h 7m
TrustIndex
8.7
Ranking
#4
in Travel Agencies
Reply Time
23h 56m
NPS Score
100
Recommended: Very Likely
Replied to 100% of negative reviews
Reply time on negative reviews: 1h 7m
Nov '25 - Oct '26
Frequently Asked Questions About Thompsons Holidays
What do customers say about Thompsons Holidays?
Based on recent customer reviews, Thompsons Holidays is described overwhelmingly through the individual consultants who handle each trip. Customers consistently name agents such as Mbali, Karabo, Kenny, Thuli and Dashenka, praising patience, fast turnaround and tailored itineraries. A recurring theme is stress-free planning from quote to return. The exceptions involve ignored emails, booking errors and unresolved billing disputes that left a minority of travellers without recourse.
What is Thompsons Holidays's biggest strength?
Thompsons Holidays's biggest strength, according to Hellopeter's AI analysis, is Customer Service & Travel Expertise. Customer Service & Travel Expertise (4.6) is the standout theme. Named consultants are described as patient through repeated changes, knowledgeable about destinations, and personally invested, with several travellers saying they will only book through their specific agent again.
What are the most common complaints about Thompsons Holidays?
The most common complaint about Thompsons Holidays, based on Hellopeter's AI analysis of recent customer reviews, is Booking, Changes & Cancellations. Booking, Changes & Cancellations (4.2) is mostly seamless with fast last minute confirmations and flexible amendments, but serious lapses include a confirmation invoice that was later called a quote, omitted baggage and an overbooked resort room.
How does Thompsons Holidays compare to other Travel Agencies companies?
Thompsons Holidays scores 4.2 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 Communication (3.7). The top AI-rated Travel Agencies business on Hellopeter is Pentravel (4.7). How is the AI Score calculated? →
Is Thompsons Holidays trustworthy?
Thompsons Holidays has a TrustIndex of 8.7 out of 10 on Hellopeter, based on 51 reviews in the last 12 months. They reply to 100% of negative reviews, typically within 1 hour 7 min. Hellopeter has tracked Thompsons Holidays across 376 total reviews. How is the TrustIndex calculated? →
Recent reviews (51)
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 Mar 2021
Experience exceeded expectations, food was delicious, place was extremely clean and the staff fr...
Experience exceeded expectations, food was delicious, place was extremely clean and the staff friendly and easy
1 reviews | Active since Mar 2021
Experience exceeded expectations, food was delicious, place was extremely clean and the staff fr...
Experience exceeded expectations, food was delicious, place was extremely clean and the staff friendly and easy
1 reviews | Active since Aug 2026
My husband and I were privileged enough to receive a gift voucher from Thompson Tours
My husband and I were privileged enough to receive a gift voucher from Thompson Tours. I contacted Thompson Tours for assistance wrt places in the Limpopo Province where we could make use of the holiday voucher and I was assisted by Kenny Ntongana. He made all the necessary arrangements and bookings which was such a help as we didnt have to do any arrangements ourselves. Kenny made it possible for us to utilise our gift voucher to the maximum and was extremely professional, friendly and efficient. He is definitely a huge benefit to Thompson Travels. Thank you so much for the wonderful gift voucher and especially to Kenny for all his assistance. We are extremely thankful!!. Tracey and Hein Denkewitz
1 reviews | Active since Aug 2026
My husband and I were privileged enough to receive a gift voucher from Thompson Tours
My husband and I were privileged enough to receive a gift voucher from Thompson Tours. I contacted Thompson Tours for assistance wrt places in the Limpopo Province where we could make use of the holiday voucher and I was assisted by Kenny Ntongana. He made all the necessary arrangements and bookings which was such a help as we didnt have to do any arrangements ourselves. Kenny made it possible for us to utilise our gift voucher to the maximum and was extremely professional, friendly and efficient. He is definitely a huge benefit to Thompson Travels. Thank you so much for the wonderful gift voucher and especially to Kenny for all his assistance. We are extremely thankful!!. Tracey and Hein Denkewitz
1 reviews | Active since Aug 2026
Thompson Travel made...
Thompson Travel made planning our trip easy, smooth, exciting, and completely stress-free.
1 reviews | Active since Aug 2026
Thompson Travel made...
Thompson Travel made planning our trip easy, smooth, exciting, and completely stress-free.
1 reviews | Active since Aug 2026
Absolutely Brilliant Service from Thuli! 🌴✨ We want to sincerely thank Thuli for her amazing help planning our honeymoon
Absolutely Brilliant Service from Thuli! 🌴✨ We want to sincerely thank Thuli for her amazing help planning our honeymoon. What started as a simple “where should we go?” turned from South Africa ideas into an international trip. Thuli was incredibly patient as we changed our minds, adjusted budgets, and even disappeared for weeks at a time. Each time we returned, she picked things up immediately and guided us again, exploring options multiple times until we chose Thailand 🇹🇭. She then provided several Thailand packages so we could select what suited us best. The process felt seamless and professional, and as someone in hospitality, I truly appreciated her passion for service and attention to detail. Thank you, Thuli, for your patience and dedication. You made this exciting instead of stressful. We’ll be thinking of you when we’re on the beach in Thailand enjoying our honeymoon. With love, Lucian & Peter ❤️
1 reviews | Active since Aug 2026
Absolutely Brilliant Service from Thuli! 🌴✨ We want to sincerely thank Thuli for her amazing help planning our honeymoon
Absolutely Brilliant Service from Thuli! 🌴✨ We want to sincerely thank Thuli for her amazing help planning our honeymoon. What started as a simple “where should we go?” turned from South Africa ideas into an international trip. Thuli was incredibly patient as we changed our minds, adjusted budgets, and even disappeared for weeks at a time. Each time we returned, she picked things up immediately and guided us again, exploring options multiple times until we chose Thailand 🇹🇭. She then provided several Thailand packages so we could select what suited us best. The process felt seamless and professional, and as someone in hospitality, I truly appreciated her passion for service and attention to detail. Thank you, Thuli, for your patience and dedication. You made this exciting instead of stressful. We’ll be thinking of you when we’re on the beach in Thailand enjoying our honeymoon. With love, Lucian & Peter ❤️
1 reviews | Active since Mar 2018
Excellent Service and Communication
Excellent service from Kenny at Thompsons. He was incredibly efficient throughout the booking process, kept me updated every step of the way, and made everything seamless and stress-free. His responsiveness was greatly appreciated. I would highly recommend Kenny to anyone looking for professional and reliable travel assistance.
1 reviews | Active since Mar 2018
Excellent Service and Communication
Excellent service from Kenny at Thompsons. He was incredibly efficient throughout the booking process, kept me updated every step of the way, and made everything seamless and stress-free. His responsiveness was greatly appreciated. I would highly recommend Kenny to anyone looking for professional and reliable travel assistance.
1 reviews | Active since Aug 2026
Most memorable family getaway to Zimbabwe
Most memorable family getaway to Zimbabwe. We did white water rafting, a bungi swing. Toured the falls themselves. Stayed in lovely accommodation and ate at amazing restaurants. Mbali from Thompsons was great. She listened to our needs and tailored the trip to our specifications. Absolutely great service.
1 reviews | Active since Aug 2026
Most memorable family getaway to Zimbabwe
Most memorable family getaway to Zimbabwe. We did white water rafting, a bungi swing. Toured the falls themselves. Stayed in lovely accommodation and ate at amazing restaurants. Mbali from Thompsons was great. She listened to our needs and tailored the trip to our specifications. Absolutely great service.