CTM UK - Managed Hotel Quarantine Reviews 

I can't believe this company is allowed to keep on making big money out of quantile hotels. Over 6.5 hours of calling and numerous emails - and we couldn't even get basic customer service. When we were able to talk to someone, it was clear that the company policy is to employ those with poor English skills who were not empowered to put credit card payments through whilst you wait. After a relation booked a quarantine stay for their return to the UK, the company did not communicate that we needed to contact them to verify that we were the owners of the credit card that was used. When we finally were able to talk to the agent (after repeatedly being told by the automated voice that our call was "important to us") they took the payment details again and then the credit card company declined the payment. We could not get through to them again. In the end, the flight had to be moved back at our expense - not to mention the loss of the Covid test fee incurred. It's about time this scam was closed down. How much more evidence is required for this to happened?

Indian people dealing with and Coustomer service is very poor 1 hour 19 minutes correspondence and they hang up ph

Providing false information to customers is in their blood. There is no way of contacting them and all emails get an automatic reply. SCAM

Their customer service is a big JOKE. No way you can get your money back. It is a big SCAM

This has got to be the worse customer service I have ever experienced. Similar to other people I had multiple credit card declines and when after finally getting through on the telephone the line was so bad that after 30 minutes of trying to process my request manually I got cut off. Fortunately it seems that in Scotland we know long have to use this awful company and can use a private company that is available in England. Two minutes later and my test were all booked. Do yourself a favour and avoid this tin-pot company

After several attempts and few hours to book arrival day 2 tests to Scotland -payment declined with 3 different cards and booking cancelled I did some research and used assured screening with booking being very easy and code emailed straightaway to be added for a locator form. Glad that cmt lost this week monopoly in Scotland for covid tests!!

Would rate lower but can’t. You go all the way through the booking process for your Day 2 Covid tests, pay, get a confirmation email then 15 minutes later another saying payment has been declined, please talk to your bank ! Reading reviews, it’s a common problem - did the Scottish government not check they were fit for purpose before awarding them an exclusive contract ?? Thankfully, as of 6 September, Scotland no longer has to use them, we can use a company on the English list - do yourself a favour and use another company. I did and saved on their price,

Really bad customer service. Booked two £68 tests then had to make an amendment. Tried to call and after waiting 20 minutes, I was put through to someone who could hardly speak English and an extremely poor phone line in a call centre. She never asked for any of my details or reference number. Asked to speak to a supervisor and was denied!! Total rip off as we have to use this shambolic company who also seem incapable of answering e-mails either! Our Government needs to address this as a matter of urgency!

I followed the travel rules issued by the Scottish government that REQUIRES you book an expensive test with this company. They charged my credit card immediately. My dates changed and I emailed. NO RESPONSE. My trip was cancelled and I emailed 3 times. NO RESPONSE. I spent 20 minutes, twice, on international telephone charges during business hours. NO ANSWER. And the test I booked has not arrived and based on other experiences, is not likely to arrive. This might explain why the Delta virus is surging and cancelling my visit. This is a scam that costs lives.

Drakeford could not have chosen a worse bunch of incompetent ipeoplewhen he dictated that all Welsh travellers must use this site.
Determined to make things difficult and this lot excel in that.
I doubt if this edict would stand up in court if citizens of Wales used other reputable providers.

This company is the only one endorsed by the Welsh NHS to provide post-arrival 2 day testing back in Wales following a trip overseas. I have read the other posts here and completely endorse every one of them. The service is shocking, nobody responds to any enquiries and we have been unable to book any tests for our return. We have input our details (including credit card details) into their website numerous times and it simply says "we can't reserve the tests, please contact our team". The money could be going to Nigeria for all we know. Did the Welsh Gov not do any due diligence on this company? - they only need to read your posts and they would see they are simply not fit for purpose. It is shameful that they are expecting us to pay for this appalling service - well, no service at all actually.

Terrible company, I think it's actually a scam. I've not been able to get through to resolve my problem on email or Twitter (no response), and their phone number is fake as it cuts off each time after 6 to 8 mins of being on hold. I'm totally shocked that the Scottish govt links to their website for a covid test! They still owe me hundreds of pounds and I have heard nothing despite multiple prompts from me across all Comms channels.
Do not recommend - avoid if you can!

Worst service we have ever come across. Complete inhuman service. I hope some action will be taken against them at some point in future. All call centres are based in india who have clue what they are doing.

This is the worst customer service I have ever experienced. This service is on contract from UK government. It is a legal requirement to use this service. 1000s of families need to used this service returning from red zone countries. Many or most are returning for family reasons, not just holidays. I personally used this service to help a husband and 2 children returning from the tragic funeral of their wife/mother.

Some issues, just some
1. Phone lines a very very bad - hard to hear agents
2. No way to escalate an issue to a higher level of customer service
3. Agents have very limited authority to deal with issues
4. Confirmations not sent out in a timely manner causing some people to be unable to board flights
5. Poor payment facilities - my bank advised that their systems were not using PSD2 standard so they could not take payment from a valid car
6. Poor website information (eg family booking system is not published but only sent on request)
7. Poor control of your data. The hotel tried to charge my credit card even though payment had been made to CTM on a different card.

I used this CTM Travel twice for 2 different families both in distressing personal circumstances. There were problems both times.

One family could not travel due to a positive covid results. I called CTM and they confirmed that the booking would be postponed to a date when we could later confirm. The issued a 'credit note'. Some days later the money paid was refunded without notice. This means that we will need to rebook at significantly higher cost. They also deducted a £200 cancellation fee, although we did not 'cancel'.

If the family has to rebook at more than £1000 extra in costs as a result of CTM's actions it would be well worth suing them.

I believe this should be a political issue with responsibility taken by government as well as the company.

In recent weeks people are sharing their bad experiences on here in some detail. This is crying out for a proper investigation.

absolutely ridiculous

One of the worst company I dealt with. Unprofessional with no experience. Customer services will not help you in anyway or shape

Should be able to do a minus rating. Day 2 test back a week still not heard from CTM. Shocking if people test positive and walking about in public waiting on this result. Why has the Scottish government allowed this company to take our hard earned cash for a pcr test that they haven't even acknowledged test results and NOT answering phone or emails. We had family we hadn't seen for nearly 2 years so although we had covid passports we still had to go through this company and pay £68 each as we had to have a code for the locator form (another joke) Had to fill out 2 separate forms as wouldn't allow me to add husband onto my form. We had lateral flow test day before arrival into UK negative and checked at Spanish airport. Also have done own lateral flow test whilst still awaiting results from CTM. This company should be made to pay back money they have taken from us. Wouldn't mind paying this money if it went to the NHS not a rich company that don't deserve to have even been assigned this contract. SHOCKING
Would also like to know why we in Scotland have to pay a charge for help or complaint nhs test & trace on 0300 303 2713 (standard network charge) but not England, Wales or NI they can call 119 free from mobile and landlines.

From excellent business class treatment on QAtar airways Corporate travel management uk Shocking treatment . after 16 hour flight and 3 hours being processed amongst hundreds of kettled passengers . I then sat on a coach that didn’t move anywhere for 1.5 hours as waiting for another plane to fill up the coach. No toilet or water or access to any. When I asked to complain was told it was normal to wait this long and very rude. Now the coach is going to stop at multiple hotels which is going to take several hours . Having landed at 7am just left Heathrow coach park at 11.50 will now not get breakfast or lunch at the hotel as we will miss that. No access to soft drinks or alcohol in the hotel. 1 juice with breakfast 1 water with lunch and dinner and tea and coffee but nothing else. £2,285.00 for such shocking treatment . You can book a luxury cruise for this money. Shameful customer care . Just awful . Had to travel as father needed caring for but sadly died . This just makes it worse. Customer booking number BJRIW.

Fraud of a company

Mandatory use of this company to return to Scotland (thanks to the SNP government) - operators simply hung up the phone when I asked why my order had not been processed. Eventually (3 hours on the phone later) one operator stated my bank had declined the payment - this was not true as i have contacted my bank and a payment request was not made.

Absolute farce and waste of time

DISGUSTING CUSTOMER SERVICE for forced UK Government quarantine hotels. A single cntact number with resources who have no power to assist with anything.
We made a family booking 5 weeks ago and still no reservation 4 hours before needing to board our plane to London. I have repaetedly caled their only contact number and I am getting nowhere. So so stressed.