PRIME HOLIDAYS UK Reviews 

Paul was absolutely lovely and so helpful with our booking!

This place operates on a scam!

My partner bought a package holiday to Cologne for my birthday, after purchase and receiving the details, after having to request them, we discovered the stay was 2 cities over from Cologne (it was advertised as city centre stay). The flight was also very late night outbound and very early return.

He called them up to fix this issue, but then they told him he would need to pay an additional £200!

This place needs reporting to trading standards.

My first time booking a holiday ever. Phil was informative as to my choices, he made add-on charges clear and most of all he was friendly, polite and patient. Excellent experience, will use Prime holidays again.😁

I am extremely concerned by my experience with Prime Holidays after booking a Lake Como package through Wowcher.

I was emailed and told to respond quickly so my flights could be booked within 24 hours to secure the holiday price. I replied within 10 minutes but received no call or response. I then had to chase the company multiple times by phone later that day.

When I finally got through, I was given flight options that simply do not exist when checked on Skyscanner and directly with the airline. Because this raised serious concerns, I asked for the flight details to be emailed to me so I would have written evidence.

Rather than resolving the issue, I was offered completely different destinations and told there was only one seat available. I was also informed that Prime Holidays could not issue a refund and that I would need to contact Wowcher instead.

A holiday advertised with flights included should not involve being provided with unavailable flights or being redirected elsewhere when questioned.

At best, this demonstrates extremely poor organisation and communication. At worst, it raises serious questions about how these packages are being sold.

I have now formally escalated the matter and requested a full refund.

I strongly advise others to obtain written confirmation of flights before booking and to proceed with caution.

Wish I could give 0 star.
I have been trying to get a refund which is still within the 14 day cover period as per their t&c’s as well as Wowcher’s t&c’s and have been ignored by both companies for the past 6 days. Avoid ever dealing with these companies as they are not even aware of their own conditions telling me I cannot get a refund after voucher has been redeemed. However their conditions on the voucher clearly states that you can get a full refund within 14 days if not booking confirmation has been issued. I will soon be pursuing a dispute through my credit card provider if they continue to ignore my claim.

So far so good
I have booked a two night trip with wowcher and was really worried after reading some bad reviews. Phil at Prime was lovely. Yes there are extra costs involved such as transfers and changing flights to a better area etc but these are optional and you can stick wih your original choice if prefered. Mind you I have booked 10 months in advance and not last minute. Did end up paying a couple of hundred extra but chose the upgrades.

Ask for paul he's the best!

MY ADVICE IF YOU ARE THINKING OF BOOKING WITH PRIME HOLIDAYS VIA WOWCHER:
Do not. Just… do not.

CANT OFFER YOU THE HOLIDAYS YOU PAY FOR ASK FOR EXTRA FOR A UPGRADE!!!

worst hoilday packages!!!!!!!
i booked a wowcher package and wasnt told about the additional charges for the flights.
ive been trying to get a refund but keep being past from pillar to post back and forth between wowcher and prime hoilday.
STAY AWAY FROM THIS COMPANY!!!!!!!!!

Have a trip planned that i bought through wowcher, thought was all included!!! Guess not.
Had to pay extra for upgrade for more convenient flight times, bit the bullet and didn't have any other option but to pay this at a cost of 99 ppl extra( which was more than the original wowcher deal).

I was told as soon as i make the additional payment over the phone i would receive my documents.After waiting days for my travel documents ( which was actually 6 days) I reached out and they magically appeared. I paid an extra 76 pounds for airport transfers, which the taxis locally are cheap as chips, so that was criminal on its own.

Doesn't matter all paid, excited and waiting for trip away!!!

Then life hits, we have a family situation, with a close family member terminal ill with and we can't leave the country for obvious reasons.

Spoke to "ethan" from prime holidays who doesn't have once ounce of humility, explained my situation and didn't say boo, or im sorry to hear or nothing not that i expected it but would have put me ar ease, just persisted on asking for money to reschedule, at a further cost of 310pp, so £620 expected to be paid. Asked for a refund and was basically laughed at, to which point I got frustrated and asked why he wasn't listening to what i newded help with, and the phone mysteriously went dead.

Attempted to call back 17 times, phone rang intermittently a few times here then didnt at all, before being hung up on, so I know this was deliberately being done to avoid chat.

Finally got through hours later, think he forgot.He explained no chance of refund I need to pay to "secure prices as they might change".

Spoke to wowcher to try and resolve and they sent me on a which hunt ending up emailing a random hotel in York, even they,after I explained our personal circumstance had more humility than "ethan" who i had spoken to for far longer.

Can't go, no options or help to resolve this, could have been handled much better and will be taking this a lot further, 500 pound is a lot to loose for a trip but the cheek of not even helping us in such a tricky time is more impacting than anything.

Makes me never wanna use wowcher or prime holidays, and steer every possible person away from these in future, I will be making a complaint to the supervisor and taking this as high as I can.

Will be posting on social media to make sure this doesn't happen to anyone in future again!!

Oh, forgot to mention when I called back for customer services got a treat as "ethan" answered and didn't even remember the call, or that he hung up, he sooner remembered when I told him my phone calls were recorded.

DO NOT BOOK THIS OFFER ON THE WOWCHER SITE , ITS MISSLEADING AND SOLD UNDER FALSE PRETENSES.
My Husband booked a 2night
Amsterdam package deal for 2 of us ,
Which was £79.99 per person .
At the beginning of the week we selected our dates on Wowcher then we followed the instructions to redeem .
the next day an agent of Called Phil phoned my husband .
My husband then gave him permission to phone me and discuss flights ect and get confirmation of everything.
I then received the call from Phil who started off quite polite at first .
He explained that for standard with no extra fees flying from Luton on a morning flight to EINDOVEN Airport which is what he said 1 hour 15 drive from airport and over 2 hours on public transport .
I was a little shocked as I thought it was AMS airport .
But I said not a problem are friends are picking us up and taking us back to the airport.
His tone then got more irritated and pushy and he said ,
But the flight returning would depart at around 5am in the morning and we would need to leave are accommodation before 3am and that no public transport would be available and it would be exspensive .
I said it’s ok our friends will drop us off ,
He then said but please listen to 2nd option,
I said ok he said I can get you a better flight from stanstead in the morning departure and coming back later in the afternoon which would be an extra £99 per person ( which worked out more than what we originally paid for whole package each !!)
THIS WAS ABSURD !! Not only that the flight that was offered 2nd option wasn’t even to AMS airport .
I said No I’m not interested!
I said can I get a refund or cancellation as it’s misleading!!
Phil then sounding quite angry said NO , You can not cancel or get a refund it states everything in the fine print.
I said ok let me discuss quickly with my husband but I think we will end up booking the standard 1st option.
I then said could he give a couple of minutes he replied yes .
I said I call you back on this number he said yes this number.
Nitually I got off the phone called my Husband straightaway first he said cancel I said we can’t that’s what they’re saying. Then he said go for the first standard option. I phoned Phil back which was only three minutes later but the phone tone wasn’t ringing properly and say number unavailable.
This set off alarm bells so I had to search online for prime holidays phone number. And then got through to another gentleman and explains the situation and I said that we would go for the standard option with no extra fees that I was quoted a few minutes earlier, he said leave it with me and I will get back in touch with you within the next half hour with booking confirmation so I said I’m expecting this call back if I don’t receive it in 30 minutes I’m gonna take further action as I feel that this is dodgy and fraudulent.
He said he would call back by 3:30 the latest the time of this call was at 2:45 pm.
4 pm and still no reply phone call so I then call back and this time the third agent I spoke to was a lady called Zoe. I explained the whole situation again.
I SEARCHED FLIGHTS TO &LUTON DOES NOT DO DIRECT FLIGHTS TO EIDOVEN . so Phil lLIED about direct flight ! I
need to know what’s going on with my booking.
I told Zoe that I will be recording the call with her she said okay.
She said let me look into the standard option. She then came back on the phone and said unfortunately, there is only one place and availability for the standard.
I told her that that was unacceptable and that we had booked for a pair of us to go away so we cannot take that option.
Zoe then said to contact Wowcher for cancellation.
I then said to her, oh so I can’t get a refund then I was told by your agent Phil that it was unrefundable.
Zoe then replied or you can contact Wowcher regarding cancellation I then replied I’m really unhappy how this as been dealt with,
and again Zoe said I can cancel through Wowcher .
I did say if you can find me today the standard what we pay then I would take it . Zoe said it will take up to 7 days for new availability to show, but she will action if anything comes through to give me a call.
And that was basically the end of the Call.
I then called my Husband he contacted Wowcher through WhatsApp first it was a bot, but it did say an agent will contact within 24 hours.
The next day my Husband called prime holidays and he spoke to a lady who said that will get a refund but Wowcher has to authorise it my husband said to the agent can you send me email that we can get a refund.
She said I just have he said well I’m looking on my emails and there’isnt one to confirm my refund.
He said, can you send it to me in text while I’m on the phone?.
She replied yes and That sent a text saying that they would let us have a refund.
My Husband sent a WhatsApp with a screenshot of proof from prime for refund .
YOU MUST GET PROOF EITHER EMAIL OR TEXT.
to Wowcher we got refund in the end.

MY ADVICE IF YOU ARE THINKING OF BOOKING WITH PRIME HOLIDAYS VIA WOWCHER:
Do not. Just… do not.

And if you ignore that advice anyway, make sure you pay on a credit card and deal with Prime within 14 days so you can still get your refund from Wowcher under consumer law. You are going to need that protection.

We booked a Wowcher holiday in November for four people, advertised as “Discover Zandam, Netherlands”, to be fulfilled by Prime Holidays.

Spoiler alert: the holiday did not exist.
Minor detail, apparently.

Prime Holidays later contacted us and casually explained that they could not fulfil the actual trip they had sold us. No apology. No accountability. Just a cheerful pivot into trying to sell us completely different destinations, pressure us into paying “upgrades”, and generally act like their inability to deliver what we paid for was somehow our fault.

It only went downhill from there.

The phone experience was a masterclass in how not to treat paying customers. Condescending. Dismissive. Interrupting constantly. At times outright sexist and derogatory. One staff member decided the best way to handle their failure to deliver a holiday was to threaten us by saying our voucher would “expire today” unless we rushed into accepting an alternative trip we never asked for.

Yes. Really.

They sold us a holiday they could not provide.
They refused to refund us.
They tried to force us into something else.
They threatened expiry to scare us into booking.

At this point it felt less like a travel company and more like a low budget pressure selling call centre experiment.

Only when we escalated this as a formal legal complaint citing breach of contract, misrepresentation, unfair commercial practices, Trading Standards, and a chargeback through Monzo did Prime Holidays suddenly rediscover the concept of customer service and issue a refund.

Funny how that works.

This was supposed to be a Christmas gift experience. Instead it turned into months of stress, endless phone calls, ignored emails, and the joy of having to learn consumer law just to get our own money back.

If you are thinking of booking a holiday via Wowcher that is fulfilled by Prime Holidays, do not.

You might get lucky.
You might get the trip you paid for.
But if anything goes wrong, be prepared for pressure tactics, refund refusals, condescension, gaslighting, and being treated like an inconvenience for daring to expect the product you actually paid for.

We eventually got our refund.
But only after threatening legal action and regulatory escalation.

So yes, technically this has a happy ending.

But unless your idea of a holiday involves legal threats, regulatory complaints, and learning the Consumer Rights Act, I would strongly recommend avoiding Prime Holidays entirely.

Avoid.

Avoid at all costs. Purchased vouchers through wowcher. As stated in many other posts, total scam everything costs extra. Lucky wowcher refunded within a few days of purchase. As for phil very pushy all he wants is your money.

Perfect customer service

It has been a month since I made a payment on Wowcher for a holiday trip to Amsterdam. When I made the Payment it was then passed to the travel agency Prime holidays, when I had called up and confirmed the holiday, they then said the holiday package was sold out and so I requested a refund. They have refused to give me my refund and instead they are giving me options of a UK staycation, Poland or to pay a huge amount money for different destinations. I have said numerous of times I want a refund but they are refusing to give me a refund and saying I can't get one. It feels as though they are forcing me to buy a holiday that I don't want. I paid for a trip to Amsterdam and instead the options they are giving are places I have been or the UK. I don't want any other destination, I wanted to go Amsterdam. I would like a refund.

Phil was very polite and explained everything on the telephone.

Very helpful and great service.

Will definitely use again

Paul was fantastic sorted the holiday no messing around thanks paul

This is a fraudulent company. You must seek legal advice. From the beginning to end they are only fraudulent. They seem to be booking two holidays in one. I was pressured and pressured in to confirming a holiday that doesn't exist.
We contacted hotels who confirmed no booking exists. The price of hotel was 70 for 3 nights.
The price prime changed it to was 299 then bombarding all day and constant phone calls to pay and confirm on email, the email said £434 Krakow, we had agreed Tenerife only.
This seems as to why they add on so many charges. You are paying for two holidays. They are now being thoroughly investigated. You need to act.
Follow legislation.
You must Press fraud charges, with the Fraud police services. First contact Citizens advice to file, then trading standards, with all fraud legislations required they will instruct you further.

Do not use this company at any cost. They are one of the holiday providers for Wowcher. Total scam. Quote fake flights at unachievable times at airports miles away from your destination. Push sales for better flights, transfers, accommodation, tours. When challenged refuse refunds and breach consumer rights. Won’t respond to emails. DO NOT USE THIS COMPANY!!!!!