Tropical Sky

Our experience with Tropical Sky (TS) has been a living nightmare spanning 2.5yrs. With their reviews plummeting (3.1 on Trust Pilot), clearly we aren’t the only ones. We booked our honeymoon with TS 04/20. COVID hit, we requested a refund but were scaremongered into rebooking + told we would likely lose all costs (10k) if we didn’t. We shared concerns about COVID prolonging, they confirmed they would refund us if the rebooking was cancelled again. So, we rebooked to 04/21 thinking we had nothing to lose. As the time neared, we contacted TS about the booking being cancelled. As front line workers we realised COVID would prevail and didn’t want to rebook a second time. TS stated they were awaiting Foreign Travel Advice + repeated that we will be refunded if it’s cancelled. In 02/21 we received an invoice from TS who REBOOKED our holiday to 11/22. This neglected our clearly stated preferences + contradicted that “every effort has been made to either rebook or refund the client in accordance with their wishes.” During COVID (submitted by TS to Companies House). The booking changed the destination + reduced it from 2 weeks to 5 nights, meeting their criteria for a ‘significant change’ + subsequently breaching their T&C’s: “If circumstances are such that we are forced to make significant changes to your holiday, we will immediately contact you to discuss your preferences… In such circumstances, you will be given the option to accept the changes + any resulting change in price or opt for a cancellation + full refund.” Customer service were initially confused, responding, “did you not rebook this yourself?” After weeks of attempting to gain answers, we finally received a response: “We did this in your best interest to maintain ATOL protection”. We articulated ourselves in an assertive but calm manner + at no point did this warrant their unpleasant attitude, on 2 occasions we were hung up on mid conversation. We also noticed when we called from our mobiles the phone was picked up + hung up so only got through by hiding our caller ID. In 08/21 we formally complained + requested all data as per GDPR. They were only able to provide telephone recordings after 10/20 because their computer systems “changed”. A striking coincidence that this is the timeframe evidence of their misinformation occurred. Their response to our complaint was: you aren’t eligible for a refund because you made the decision to rebook the holiday. No acknowledgement given to the fact they had taken the liberty to rebook a second time. We were getting nowhere + in 02/22 attempted to rebook. TS acknowledged we wanted to reduce the budget and said of themselves “the facility of itinery changes without change fees is one of the most flexible in the industry". Unsurprisingly, they went back on this. After receiving disproportionate quotes, we researched the same holidays and dates ourselves + found prices to be quarter - half of the price cheaper. Their quotes also didn’t match their own website guide prices for the same months (about £500-1000 out). They finally admitted they had added a “change of holiday fee of £100pp”. We reminded that they promised to not add change fees. They then changed the reasoning of the additional costs to be a “downgrade fee”. When we pointed out that 100pp still didn’t account for the obscene overpricing, they said “we need to make money somehow”. We asked for an itemised quote to trace this, they refused. They have made finding a holiday within our generous budget and open criteria impossible intentionally, so they keep our full deposit. We will be using every platform available to share our experiences. We hope this will protect prospectus customers from believing, as we did, that TS are a “friendly team” who “answer calls within three rings” + your money is “safe”. So that TS can identify us our booking references are: TSR556967 + TSR617901. If TS wishes to resolve this we will only be too happy to move forwards + update our review. It is sadly more likely that we will have to take legal action.

I know Brendan from even before he joined Tropical Sky. I told him my budget, where I wanted to go, he tailored a package and job done.

I can not reccomend tropical skys enough when it comes to booking your perfect holiday,They go above and beyond for you to make it the perfect one, A+ to tropical sky????

Your representative Yvonne Knott is absolutely outstanding at her job. Her geographical knowledge allied to her perception of her clients needs should be highlighted.She is a commercial treasure and I am extremely fortunate to be able to do business with her. Tropical Sky should reward her contributation in a tangible fashion.

I found Tropical Sky to be very helpful , my contact Jackie is the best travel assistant I have travelled with. I have used virgin and they would not compare with Tropical

Excellent attention have been using them for the past ten years always professional and helpful

If our Honeymoon in Nov is as top class as the service has been so far we will be the happiest newly weds!!!

No customer care after payment made, no further information about the holiday provided - just that the flight tickets & hotel details will be emailed a week to 10 days before we leave. This means we won't have any information for two months, and leaves everything to the last minute.
A simple email outlining what happens next & details of the flight would have been a huge help & left a very good impression about Tropical Sky.

Eleanor was a great travel agent, she investigated multiple routes and combinations of nights etc to find the best package for us. Tropical Sky was also able to offer a lower price than the other travel agents we contacted.

I dealt with Karolina Redlewska, who was brilliant, she made the whole process so easy, was always available, quick to respond, and just very professional, with a great manner. It was a pleasure to deal with Tropical Sky and their representative Karolina, I cannot fault the service on any level and would have no hesitation in using them again.

I booked a holiday to South Africa for 8 friends over a period of 9 days They managed the itenary really well considering our limited time and over all couldn't do enough to accommodate us.

Jackie was very helpful,we are really looking forward to our summer holidays next year

Karolina's recommendations were exactly what we were looking for our family of five. We were looked after from first phone call and shown complete professionalism.

We were given plenty of options and when one option did not suit us, there was no problem in offering another one.
Very helpful, only problem was that one hotel that we were offered had very poor reviews on internet (of course I do not know for certain if it was in fact poor).

Have booked my holidays for the past three years with tropical sky takes all the hassle out of it

Brendan was top class, nothing was a bother to him. He threw up loads of different options and itineraries for us to choose from. Top class

Email response was adequate, however telephone manner was extremely unhelpful and the rep just wanted to get us off the phone, even though we had just made a down payment on a holiday costing circa 5K and we had further questions to ask re: final payment etc. The rep seemed like she had better things to be doing than speaking to us. Payment amounts kept getting mixed up with the rep; from the deposit phone-call to the flights payment phone-call, with no actual sufficient answers for taking more that the amount originally confirmed other that the "machine wont allow me". When we paid the flights payment, only a few days ago, the rep said there was an issue with the card and having spoke to the bank directly after this, we were assured there was no issues or restrictions preventing payment. In the absence of negative marking on this review, a star of one is being too generous and we just hope that the treatment we receive on the actual holiday will be the polar opposite. To date, I wouldn't recommend Tropical Sky to any family or friends. My boyfriend had recommended the travel agent itself having previously travelled to Mexico on an all inclusive holiday also but his recommendation has now highly changed.
On a positive note, the girl that took our call to begin with on 5/06 was extremely polite and friendly on the phone, its just a pity we didn't get her to begin with.

Roisin was my holiday consultant and I gave her a few ideas that we had been thinking about,-she was able to tell me what would work and what wouldn’t- ie weather at time of year we wanted to travel. We wanted a relaxing holiday and she could tell us that a multi centre holiday that we had been thinking about in Tanzania involved a lot of traveling which didn’t suit us. I was very impressed by her advice and the only reason we didn’t give a 5 is that we haven’t taken our holiday yet and don’t know if it lives up to the hype!!-will get back later after st Lucia

Amazing service from all at tropical sky, had our honeymoon booked within two days inc research. Loved the fact one of the travel agents could offer a personal experience of our honeymoon destination Jade Mountain. Tropical Sky could not have done more for us :)

Daniel was the guy we delt with he was very patient and helpful.
He gave us the best advice and explained everything very well
Would have no problem rebooking or recommending you guys to all my friends or family