CTM UK - Managed Hotel Quarantine Opiniões 

Travelling back from France I was legally required to pay £68 in advance for a day 2 test which was sent to my home, and was exactly like the NHS lateral flow test, free, from the pharmacies.
This is a scam, total profiteering. I had a negative test the day before leaving France and if I developed any symptoms I could get a test free.
I am double vaccinated and it is time these tests were dropped.

Dreadful company. Avoid like the Pandemic.

All I can say is If I could give CTM a zero rating I would. I paid for 2 tests and had confirmation email but not the follow up email with the booking reference required for the PLF. I had to ring from Bermuda to query this and found it impossible to get through to them. When I did I was put on hold for 40 mins and then cut off. I rang about 6 times and every time the line was terrible when you eventually got through and I could not hear or understand the person the other end so had to try again. Eventually I got through to someone I could hear and when I gave them my email confirmation reference they told me they had no trace of it! They said there must have been a problem with the payment so told me the only thing I could do was make a new application with a new card. I did this and it went through no issue. A week after my return I had an email from CTM with a reference number ready for my PCL …. for the flight I had taken a week ago and for the booking they had told me didn’t exist ! I checked with Barclaycard immediately and was told that there was a payment pending for this that had been received by them that day ( A week after I had travelled). Again I tried to contact CTM to tell them not to take this payment/ send me tests etc but had the same issue getting through. Huge waiting times, terrible lines, and then cutoff mid way through the conversation. Absolutely disgusted with their service and will now go down the dispute line with Barclaycard to get my money back. Shame on the Welsh and a Scottish government for forcing travellers to only use this useless and uncaring company.

Scottish government requires a day 2 test (after return to the UK) from this company. I ordered a test from the company a few days before my intended departure, but when my trip was unexpectedly cancelled (forest fires at my destination) they refused to cancel my order - with 19 days notice. The guy on the phone said the test will still be mailed to me, I should throw it in the bin if I don't need it. What a joke.

Complete and utter joke in every way! I would say avoid at all cost but it's the only way you can book a quarantine hotel. Until you can't, and you are stuck in another country because they wont give you the deferred payment scheme application form even if you have to come back to UK and are eligible as a british citizen and on pension credits!!!

Hopeless. Still waiting for our day 2 test result after ten days. Call centre is unintelligible over an appalling line. Really poor procurement by the Scottish Government.

No result 10 days after posting test. I've asked for my money back but don't expect a result. This amounts to a government enforced scam. CTM must be laughing all the way to the bank

Unfortunately it doesn't permit me to give less than one star to this fraudulent company. They send out free NHS PCR tests which surely is illegal. Their customer care is non-existent. This simply highlights how useless our government are to allow such a poor corrupt company to sell PCR tests on the GOV UK site.

CTM is the company mandated by the Scottish Government for COVID testing for foreign travel. They are also the most expensive and least responsive to customers. In fact I do not feel like a customer more like I am being punished for having the audacity to travel abroad despite the fact my travel was for urgent family reasons. Being a good boy I arranged our Amber tests well in advance. The Scottish Government then changed the rules for double vaccinated travellers to our benefit that the £170 testing cost became £88. The CMT website is absolutely useless for finding out information and in fact looks like it has been developed by a two year old so I contacted the customer service. This is the most appalling line it is like telephoning the other side of the world through two tin cans with a string attached to them and at the other end customer service sound like Darth Vader with his head in a bucket. In this day and age when I can have video calls as clear as day with the other side of the world this is totally unacceptable I managed to discern that what I needed to do was buy the new test and apply for a refund- my heart sank as I new what the outcome of that would be and so it has turned out. That was 28 days ago and several phone calls later on impossible lines I am still no further forward. I am now owed £340 as a refund by following the CMT rules I have no acknowledgement of receipt of my application and I am routinely fobbed off with promises to return calls, to wait another few days and promises to let the team know. I am absolutely stumped as to where to go now.

Awful customer service captitalising on tragedy.

Politics in action I suppose. The highest bidder taking on a contract so they could profit from a literal pandemic.

Aside from my feelings on having to pay for hotel quarantine in the first place (we are an international married couple that were apart when the pandemic hit) - this company has really made the worst of it.

Booking was not easy - a clearly outsourced and undertrained contact team muddled through our booking.

When my wife was due to fly, her mandatory PCR test came back positive. She was not legally allowed to travel. We move her hotel date and requested a refund.

The refund was over a month late. In that time my wife had isolated, re-tested and booked another flight. We had to re-book a hotel stay before receiving the refund. That left us £3,500 out of pocket.

I later got the refund, but only though hard work and perserverance it seems. I rang 3 times over the course of a month, each call lasting over 30 minutes. I was hung up on once and kept on hold for 20 minutes in another instance. Eventually, different members of the contact time contradicted each other by going from "we can't do anything, you must wait" to "your case is escalted and the money will be with you by tomorrow."

Now hear's my real gripe, as if that wasn't bad enough. When you fly, you must have a clear PCR test taken within 48 hours of travel. CTM regulations state that £200 will be charged from your refund if you cancel with 48 hours of your stay. It seems that the only way to avoid this happening would be to book flights that take over 48 hours so if your test is positive, you can still get your refund.

I continue to chase this issue, without much hope.

CTM - terrible experience from start to finish.

Booked the 2 days after returning test and It was £88. I looked on portal two days after and price dropped to £68. I phoned to ask and I was told that I will still pay £88. What a rip off! On top of that I could not properly hear the lady who answer the phone. Her voice was faint, I had to ask her twice to speak louder.
Terrible service - a total shame.

DO NOT USE THIS THIEF COMPANY. WORST CUSTOMER SERVICE AGENTS WHO ARE ALL LIARS AND WILL NOT WORK ON YOUR REQUESTS NO MATTER HOW MANY TIMES YOU CALL THEM. HAD TO CANCEL FLIGHT TICKETS 3 TIMES AS THEY COULD NOT PROVIDE THEIR LOCATOR FORMS IN TIME AFTER PAYING MORE THAN £2000 TO THEM. PIECES OF FRAUDS.

Forced to use this service by UK Government to return to the UK. Paid a huge fee and received no results.

Very sad that companies such as this have decided to make a fortune when others gave/risked their lives to help others

Absolutely worst company I have ever had to deal with. I am due a refund which they have been promising for over a month but still have not received. Their customer service (I believe is outbased in India) have no clue and are just probably just given a script to read (when you can actually get through to them). No answer to emails from customer service, CEO (Debbie Carling for reference) or anybody else from the senior managment team. This company does not value customers at all and if possible would have given a zero star review. Avoid them and put them out of business!

Horrible customer service where advisors lie and provide inconsistent information. I was promised a call back on several occasions and received nothing. I asked to raise a complaint and asked for my call recordings but received nothing. This company deliberately hid hotels days before the price increases for hotel quarantine so people would pay higher prices. After booking a room days before the 12th of August they proceeded to try and take £800 more than the amount when asked why they could not provide an explanation. This company is fraudulent and I cannot understand why this is the official company of choice. Something needs to be done!

Couldn't agree more. Dreadful customer service. I bought the wrong test and rang up to cancel / amend my order immediately. Was told to order the correct test then cancel the original using their online refund form. I rang to check and was assured it was "being processed". Then they emailed and said "no refund will be given". Called to complain and got hung up on three or four times. When I finally got through to an advisor (who I could barely hear due to his poor connection and headset) - he admitted his colleague shouldn't have said that and refused to pass my call to a manager then hung up. I've emailed several times and noone is responding. Disgusting. And that we, in Wales at least, have no other choice of provider for such an essential service is shocking.

This is an abomination! My brother and his family are currently in quarantine at Gatwick. 2 adults and a 15yo girl and 12yo boy booked into 1 family room! In other words, 2 teenagers of opposite genders are expected to SHARE a double bed!! As a safeguarding lead for a school I can tell you this is ILLEGAL! Under child protection rules these kids should never be expected to share a room let alone a bed. Despite repeated requests to change this they arrived at the Marriott Gatwick today to find they were all still in 1 room.

It is simply impossible to get hold of anyone to fix this problem and at the price this little adventure costs a family of 4, it’s shocking that the well-being of the family has been so grossly ignored.

CTM have been absolutely atrocious. I'm a mental health support worker and have been jumping through hoops with CTM trying to get a refund for my client's £170 COVID test kits which he was unable to use after the country he was due to travel to was changed from amber to red list. At this point CTM emailed a form to complete to acquire a 'full refund'. When this didn't happen, I called multiple times and was told something different on each occasion, but was eventually advised to email the finance department on an address they provided me, in which I needed to include all of my client's original flight information. I did this, and was informed the COVID tests were non-refundable. I forwarded the original email which included their official link to the refund form, and CTM responded saying that they would forward my request onto the correct department.

Two weeks later, and after hearing nothing, I have now phoned up CTM twice, and on both occassions their advisors hung up as soon as I mentioned the word 'refund'. My client is now not only unable to travel, but is unable to reclaim any of that money spent. CTM need to realise how detrimental this treatment can be to their customers, in particular those who suffer additional ailments - mental or physical.

My 69 year old british dad was due to stay in quarentine hotel. On arrival he was very ill so taken to the confrence room of the hotel where he waited hours with the hotel paramedics for government to release him to hospital. This was all after a 20 hour plus day of travelling. Once in hospital he was diagnosed with terminal cancer and died 4 days later . He never used the hotel. Trying to get a refund is really difficult. Im now being told iv done duplicate submissions and i dont know what that means. I would like the £1750 back as he didnt stay a single night. I had already tried to get him excemption but was refused as there were no medical records of his condition. I am so upset there should be someone you can speak to in my unusual sensitive case. I feel like telling my story to the newspapers

I have had exactly the same experience as M Hunt below and am currently £510 out of pocket.

I requested a refund three weeks ago and despite numerous phone calls and emails I've received nothing.

Shocking customer service and even worse that the Welsh Government endorses them.