Which? uses cookies to improve our sites and by continuing you agree to our cookies policy

Thomson customers to get refunds if delays hit Dreamliner holidays

Premium payments will be returned


Consumers who booked flights with Thomson Airways on its new Dreamliner aircraft will get refunds for premium payments if their holidays are hit by delays to deliveries of the revolutionary plane.

Aircraft manufacturer Boeing has told Thomson that its first Dreamliner will not be delivered as scheduled in February because of on-going safety tests.

Thomson has now warned customers that if delivery is delayed beyond March it may not be able to offer the Dreamliner to Florida and Mexico as planned from May. Customers may instead have to fly on one of Thomson’s Boeing 767s.

Dreamliner refunds

Customers paid extra for Dreamliner flights, and many booked premium seats that they may or may not be able to get on the replacement flights. Thomson has said that if it can’t offer customers the Dreamliner flight they paid for, it will refund the £10 per person per flight premium it charged. It will also try to offer customers who paid for premium seats on the Dreamliner, an equivalent seat on a replacement aircraft. If this is not possible, it will refund the difference.

Dreamliner cancellations

In the meantime, if any customer wants to change flights or cancel their holiday because they no longer want to fly on the Dreamliner, Thomson says normal terms and conditions apply. This means if you want to change your flights you have to pay an amendment fee of £50 per person, up to 21 days before departure. After that it would be 90% to 100% of the original cost. If you want to cancel the holiday you would lose your deposit, and if you cancel 69 days or less before departure you would lose your deposit and have to pay a cancellation fee.

Thomson said normal terms and conditions applied because it had every faith in Boeing’s ability to fix the safety issues, and once the Dreamliner was back in service Thomson would have ‘absolutely no hesitation in flying it’.

More on this…

Back to top