CTM UK - Managed Hotel Quarantine Reviews 

I would like to submit a complaint regarding to the CTM. The company refuses to refund for the test kids which I have made the cancellation of the order. I have booked the test kits from CTM twice in Hong Kong. The first time we booked and paid for the Day 02 & Day 08 test kits on 21st June 2021. Then there was a change in the UK policy for Kong Kong immigrants. Hong Kong has been changed to be under the list of Green country and we were required to do the Day 2 test only. So, we have cancelled the order and requested for the refund of the first CTM Test kit payment for Day 02 & Day 08 by filling in the application refund form. Then we have rebooked and paid for the Day 2 test kit again from CTM on 21st July 2021.

However, after sending the applications of the refund form by online in July, we have called to CTM (the customer services operators cut my lines sometimes, I'm sorry I need to say that it was very poor and rogue service) and sent the emails to CTM for asking the refund many times. So far CTM does not reply to me how and when we can get the refund. There are no further follow up. I have to submit a complaint to the Consumer Council and NHS in UK and hope that CTM can reply to me as soon as possible.

I got my £510 back
I posted and earlier review about this company which was similar to all the others. The result was they owed me £510 which was impossible to get back.
I eventually went to the bank and raised a Chargeback case which resulted in my money being returned after about 25 working days.
So don't let these crooks cheat you, you can use Chargeback or S75 if you paid by credit card.
I also spoke to CAB about a small claims court case if required.
Typical of the things we have to put up with in Wales!

I booked a day 2 test for two people - cost £168.
I was invoiced twice. After waiting for a hour on
the phone, they say I must have booked a day 2
and day 8 test - I definately did not. Phone line
was poor so was advised to ring back to try to
get another line. So I did ... this time they tried to
blame the bank for taking payment twice. They
the advised me to cancel. How? Via the web page
even though the call says "wait for an operator if
you wish to cancel". When you cancel you get no
acknowledgement, no reference number, nothing.
Ring back and they say it goes to the refunds
department but still no reference and it takes up to
28 days to refund (even though the web page says
10 days). I'm still waiting for my £272 and have
contacted my senedd member and the Welsh
Government for a response - they say they have no
control over this com[any even though they picked
them to be the only supplier to Wales.

DO NOT USE - DO NOT BOOK ANYTHING WITH
THESE COWBOYS

A simple disaster. Made 4 (four) different times the same booking all of them valid booked (if we believe in their confirmation email). Last one was made by a lady on the phone from ctm. She told me it was all OK. But it wasn't. They didn't tell anything else and the valid code to travel never came so no form locater so no trip. Amazing. They are absolutely lost and create this kind of high level problems to us who are in good faith. This is not a solution at all. Go away from CTM if you want to travel.

Absolute disgrace, booked through their website which proceeded to take the money from my account and then send a payment rejected email. Trying to call them from the UK and you get through to Indian people who hang up, dont understand what your are saying, put you on hold for 30min just so they dont have to answer you. Absolute disgrace England!!! One person told me to wait until 8th September which is a day before the flight and if there are any problems would lead to huge cancellation fees.

this is the worst company I have had to deal with. Was booking a test for a work colleague, was told 4 different things by 4 different people. spent most of the day on hold, had to book a second test because they told me I had to and just now they just cancelled both tests on me. I don't know who else I can go to as this seems to be the government recommended one.

This Company is a complete joke! Booked a test kit for return flight from France (as in Scotland had to use CTM.) Paid £176. Never received the second e mail to confirm on the passenger locator form until I returned home! Had to pay another £99 to another company to sort out before I could fly home. Was told a full refund would be sent. Surprise surprise nothing received. Have wasted what seems like hours phoning to be met with either no answer or someone in India who cant even understand what you are talking about and then just hangs up! A complete joke! And to think the Scottish Government and NHS in Scotland state you have to use CTM! (Looking promising for Scotland seeking independence when they cant even organise covid test kits and recommend a complete scam outfit like CTM)!! Tried several times to speak to my Scottish MSP in Scottish Parliament who didn't even bother calling me back!! For anyone who is due money from CTM try and recover through your Bank as you will have paid by credit or debit card. I am in the middle of this process with RBS. Stand a reasonably good chance of recovering the money as the retailer (CTM) hasn't fulfilled the terms of the contract. Certainly worthwhile dealing with the Bank instead of CTM! Andrew

The worst experience I’ve ever had. No customer service, no one picks the phone for hours. Was literally kept for more than 1 hour on hold several times and only once someone in India picked the phone. She didn’t understand that travel dates have been changed and I need new invoice number for PLF.
Finally called their London office and the guy who picked the phone was saying this is a different department. I just told him I’m to Victoria in 15 minutes and will knock at your door if you don’t do it and then immediately he changed travel dates in reservation I had made and sent through new invoice in 2 minutes via email.

CTM have not responded to any email in the last 6 weeks, they do not answer any calls their phones cut off after 15 minutes of ringing. They don't respond on TWITTER either. I submitted my request for a refund over 20 days ago and still have no response. This company is useless and are stealing peoples money. I will not go away.

Needed to change PCR tests date. No one replied or acknowledge email sent advising them of change of date. Requested refund and again no reply or money refunded..This company has a monopoly in Wales! And appears to be blatantly and deliberately being "unavailable ".. Very poor service and communication is non existent.

Needed to change PCR tests date.No one answered phone or replied to emails.Cancelled on web site and rebooked. But had no money refunded..This company has a monopoly in Wales! And appears to be blatantly and deliberately being "unavailable "..

Horrible food, haven’t had a good sleep due to very NOISY Guards outside our room. A hotel staff attempted to enter our room. This quarantining is a pointless exercise as there are staffs not wearing mask. After 36 hours flight we waited for the bus for another 1.5 hours. Mouldy net curtains, dirty and smelly carpets

Posted my husband and my day 2 test back on Wednesday 8th September and to date have not had results. Have tried contacting them to no avail. £136 paid to them that they cannot account for. Very poor service.......actually.....not a service at all!

I wish I could give it no stars. Daylight robbery.

When we booked this test, we were only able to use this company in Wales - I think it has changed since so you can use others. That cost us about £24 each more than we would have had to pay in England. When we returned, there was only one test waiting for us, not the two that we had booked. The woman I spoke to guaranteed that she would get a second test to us the next day, which incidentally was the second day after our return, and therefore the final day on which we were required to do the test. No test arrived, I phoned again and got a young man who could not have been less interested. He said nothing and put me on hold, listening to muzak until I lost the will to live and gave up. Day 3 and 3 further tests arrived. It's an absolute scandal that this company was given an exclusive contract in Wales. If you have a choice, do not under any circumstances use them. It remains to be seen whether we get any results back - I'm not holding my breath.

I cannot even give the company 1 star, there must be an option -1!

Horrible experience, useless staff. I booked a COVID-19 test, never received my confirmation email. Then when I phoned them up to explain and ask for assistance I was told not to phone them again by a member of staff even though they owed me money!
Extremely unprofessional personnel, they have not idea what they are talking about, might have not undergone proper training maybe but in any case that service is totally unacceptable! When I asked to speak with a manager they hung up on me... I have no words to describe how unprofessional this company and its staff are, whoever has given them a contract should definitely reconsider!!!

Poor poor poor service absolute disgrace of a company do not use.
I booked PCR test for holiday never received a confirmation.
I cancelled the test well in advance of needing the test, I was advised over the phone I would receive a full refund within 28 days. I booked a cheaper test as the Welsh rules had changed. 5 days later I received an email saying my cancellation request had been refused... it was too late (too late even thought they haven't even confirmed my booking yet still) completely lied to absolute joke !! Now well out of pocket for tests that are not even required !!!!!!!!

So @TravelCTM_UK have me paying £2000 to stay at @HolidayInn in Heathrow instead they have me in a room and are forcing me to wash my baby’s bottles in the toilet sink!!!THE TOILET SINK!!!!!

To say I’m livid is an understatement @TravelCTM_UK @HolidayInn your substandard service is a sham and a scam!!!

I’m not staying @HolidayInn hotel for free!!! But you and @TravelCTM_UK refuse to change my room knowing fully that I stated I’m travelling with an infant!!!! Logically isn’t that an indicator that I should be put in accommodation that caters to parents with children!!!!

I’ve called the CTM complaint line again only to be met with people that cannot speak English and constantly leave you on hold until you get frustrated enough to hang up. I then went back to the duty manager of Holiday inn Bath road Heathrow to ask to be moved she told me she needs to get permission from CTM to change my room and that they need to call her to give her permission! I then call CTM again and they tell me that it’s the choice of the hotel!!! I’m absolutely frustrated and I feel taken advantage of having myself and my child to stay in such substandard unhygienic living conditions!!

Still waiting for a promised refund of >£500 after 3 months. Their call center team in India make lots of assurances but it's not trustworthy.
Lots of you saying "Do not use" or "Use an alternative" - but unfortunately in Scotland we had no choice. They have the monopoly from the government... no alternative. So they can behave as they like.

My flight plans changed. I needed to change my arrival date for my day 2 test. CTM ignored my emails and were unreachable by phone. Had to arrange a test with a different provider.
Applied for a refund.
DO NOT USE CTM.
Travelling these days is stressful enough. Save yourselves the hassle.