Neilson dismisses complaints over Turkey cancellations
Neilson has defended itself against complaints from loyal customers who say they are being forced to pay extra to replace their cancelled Turkey holidays.
The activity holiday specialist announced earlier this week that it was dropping two of its four beachclubs in Turkey due to lack of demand.
For this summer it will only open its two longest-standing Turkish properties – Phokaia Beachclub in Foca and Seaside Beachclub in Ortakent.
Apologising to customers, Neilson said all those affected would be offered an alternative Neilson summer holiday or the opportunity to cancel without penalty.
But TravelMole.com has been contacted by one disgruntled client who claims he is being charged £1,500 to transfer to Greece because the operator is ‘comparing Turkish holidays booked last year with current rates for holidays in Greece and is expecting their loyal customers to foot the bill for the difference’.
"For a company who used to have a high customer service reputation, it’s been shattered by many overnight for what, in my opinion, is short sightedness," he said.
His experience was echoed by other customers who have taken to the operator’s Facebook page to complain.
One loyal customer said she was disgusted by her treatment.
"We have been on their holidays for four years now and I recommend to friends and colleagues. After the way they have dealt with this, I won’t be doing so in the future," she said.
But Neilson chief financial officer David Taylor said for 85% of customers, the operator has been able to find an alternative holiday at no extra cost and has offered refunds where the new holiday is cheaper than their original choice
"Some customers wish to choose a holiday which is more expensive than their original choice and we do not consider this is an equivalent alternative," he said.
"We are working with these guests to find an alternative at no extra cost, but they are being asked to pay more if they wish to take their choice of an improved quality compared to their original booking."
He added that so far only 5% of those affected have chosen to cancel with a full refund.
Taylor also pointed to other comments on social media from customers who have praised the operator’s customer services team.
"The overwhelming majority of guests who have commented on social media channels have now found an alternative holiday that they are happy with through our dedicated customer service team," he said, citing the following comments as examples:
"It’s hard not to like Neilson, they always seem to do better than the competition in the end."
"Well done Neilson! good to see you are still a company that knows when to do the right thing!"
Bev
Editor in chief Bev Fearis has been a travel journalist for 25 years. She started her career at Travel Weekly, where she became deputy news editor, before joining Business Traveller as deputy editor and launching the magazine’s website. She has also written travel features, news and expert comment for the Guardian, Observer, Times, Telegraph, Boundless and other consumer titles and was named one of the top 50 UK travel journalists by the Press Gazette.
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