The worst service ever. They make us call every hours for our result, keep telling us that there is technical issue with System and they are not able to send result.
Also suggested to book test with other company so if the result not received they will not be responsible for any loss. So we paid 280 pound for express test and took lot of stress because of this. I am going to launch official complaint against this company because Govt suggested this company and will request them to remove this company from Govt approved list as well as will request Financial Ombudsman to put penalty and refund our losses.

From Husband

Complaint to Eurofin:
Hi,
I wants to launch official complaint against service i received. I will need not only refund of my test order i placed but also for Express test i booked and stress it give me and my pregnant wife.
Let me start with your Heathrow site which is totally unhygienic, than I received email about my result At 4pm for my test but I wasn't able to view or print my result. I called your customer service, they said wait for 1 hour and result will be available. Than this was their routine answer to us for next 12 hours till midnight.
Last suggestion from Second line support was that if you don't want to loose your flight than book with other company. So at 2 AM in the morning i booked express test for 2 which cost me 240 pound. Than i spoke to your customer advisor / supervisor and all were bad at their job. Rather than resolving issue they behave completely immature.

I can name all the people who i spoke:
Adam - he said refund started
Malani - very rude lady, put us on hold and responded like we are just garbage
Cathi - she was trying to start system, she said result was available and even when we requested her to speak to team she said write us than we will see.
Bell - Second line support, didn't had any clue about system issue. So he said we cant give any timeline and not helpful at all
Usman - suggested to book test with other provider if don't want to loose flight.

to but I want you most senior manager give me call on my mobile number : .
I am taking this complaint to my local MP as well as Financial Ombudsman to take action against your company for putting us under lot of stress plus financial loss.

I need immediate action and rectification from your side.

Thank you

We only received 1 of our antigen tests in time for the flight therefore we had to pay for a drive through one the day before flying. Eurofins did refund the money for the missing test though which I appreciated.

DO NOT USE EUROFINS

Was flying to the West Indies in mid February, so booked a Fit to Fly test with Eurofins. Was really impressed with how easy it was to book and the price. Result came back very quickly, uploaded it to the government website of the country I was teavelling to and I thought I was good to go.

Flight lands at airport in my destination country, and an email flashes up on my phone saying my test had not been accepted because it was just a nasal swab and not throat and nasal. Had to do a rapid flow at the airport which thankfully just took minutes. A few people in my situation on the flight had also used Eurofins. I thought 'Fit to fly test'meant I'd be fit to fly. Clearly not what it says on the tin! I'd never use them again or recommend them to others. Totally rubbish firm.

Terrible. Really difficult website to navigate. Ordered 2 tests, only one came. While speaking to the customer service team they hung up on me twice, transferred me to others as they didn't know what to do. And the worst thing.. they sold my data and now I get cold calls.

We received appalling service from Eurofins. We ordered 2 postal PCR tests which were required 5 days before our departure. The tests were ordered some time before the flights and we have no complaints over the delivery timing which was quick and efficient and allowed us to take the test within good time. However, that was where the good service stopped. We posted our tests back 5 days pre-departure using the 24 hour delivery pre-paid envelope assuming this would give ample time for the tests to arrive in the lab and be processed (the tests were posted on a Wednesday for our Sunday flight). By Saturday our result still read 'pending' and so we contacted the helpline and were told that the tests had arrived in Livingston and were just waiting to be booked in to the lab where they would be processed within an hour. We waited further, in to the afternoon, and still the result read 'pending'. We called again and were told that someone would contact the lab and ensure our tests were expedited but again were told that they were in the right place and we should be assured that once in the lab the time taken to process the results would be less than an hour. Eventually, still with no result, we contacted another customer representative who assured us he would look in to this and call us back. We were contacted after 3PM the day before our early morning flight to be told that in fact the tests were not sat in the lab but remained in the delivery office in Livingston and it would be unlikely that they would be processed now before Monday (one day after our proposed departure). We fortunately were able to book a rapid 3 hour test at a different company but this came at a significant cost (£300).
Clearly the failure in delivery of our tests was the fault of Royal Mail however, given that this is fundamental to the Eurofins model of postal testing I would not advise anyone to use this service in future. The failure to identify the issue and provide us with a reasonable amount of time to seek alternative testing lies solely with the Eurofins customer service team. It was this issue that caused us significant amounts of stress and anxiety as well as ultimately a large financial cost in order for our holiday to proceed as planned.

I haven't got my results and I am traveling tomorrow 8am after taking the test at Tanner Street yesterday

I have ordered a home fit to fly pcr test yesterday at 1pm and still didn’t receive tracking number of a test. My flight is on Thursday and if it won’t arrive today, I will need to book another fit to fly pcr test. :(
Spend 44.50£ for the ordered. Refund fees are 25£.
CustomerNo: 2920145

Reece at the contact centre today was Extremely helpful, kind and polite. Made a call at 10:10. He Resolved our enquiry in less than 2 min and saved us a 1h30 trip. We need more people like you.

Quick and easy process. No hassle at all

We booked the VIP rapid test drive through as we were flying Emirates and needed the test done within48 hours. We live in Cornwall and drove up the previous day to get this done in the correct timescale. My husbands came
through but mine didn't.
The only phone number we had didn't work on a Sunday. We had to drive back to the test centre. The staff were very helpful and tried to put us in touch with a supervisor, we were cut off but eventually got through apparently my sample had been analysed, but the sample had been put through again due to human error. We now only had 7 hours before we flew. Thankfully after a lot of chasing the result came through as we were checking in. I cannot convey the stress we went throught . We are in our 70's and had paid a lot of money for this holiday to celebrate our golden wedding anniversary.

Excellent company to deal with. Everything self-explanatory and they even offered to change our test from PCR to a lateral flow test due to the government's change in tests for travel.

I just wanted to say that Memoona has been absolutely amazing, she really put me at ease just before my flight in regards to my fit to fly test. She really took her time and was extremely patient with me. I usually get very anxious before flying and she really settled my nerves – she is fantastic and is a credit to your company. Memoona really went the extra mile and I really want to say thank you for such a fantastic service!
Thank you so much!

The 2-day Antigen test arrived by post.
Then, when I took the test (after being back in the UK for 2days) and sent the details back to Eurofins, their confirmation came back very quickly.
Thank you.

My mum is travelling tomorrow afternoon so booked a test in one of eurofin's site yesterday. The result came back but to my surprise, with the date of birth showing May 2022 (Which means that my mum is not yet born) instead of 1960. I have been trying to call 3 times and the line cut (on their side). When successful on the third one, the guy was quick to accuse us to have provided a wrong date as it can only be the reason for him. My mum was asked to confirm date of birth on arrival so clearly the problem does not come from us.
He redirected me to this email address: covid19administration @ eurofin.co.uk which keeps bouncing back.

Very unhappy with the service, from arrival to the test centre being received by a rather unpleasant lady to the provision of the result and the guy over the phone. If I could rate 0 I would.

We are now in the dilemma of risking travelling with this one or having to do another one (extra cost) without assurance that she will get the result on time.

I will say run away from this company as the minute you pay them, should you have a problem, you are on your own.

Test kits arrived quickly. Simple to use and results came back really quickly too. Overall very happy with service and price.

I bought a Eurofins fit to fly with TrustOne but couldn't login or register the kit and I've not had any of my query emails acknowledged or answered. Now I'm stuck with 3 days before travel with no fit2fly test. It's hopeless. Also the Eurofins website FAQ dropdown doesn't work, or password reset at TrustOne. It's a total shambles.

It was quick and easy but the results arrived late, it that could be improved

First time using them and the experience was good. I have booked two 'fit to fly pcr' tests through sampling site in Cardiff Asda car park for my parents on Sunday morning around 10:30 and the results arrived just before midnight on the same day. You need to register and login to trustone website or download the trustone app to see your results and download the 'fit to fly' certificate. Hopefully this will be the case again if I have to use them again the future.
Although I would say I was hesitant booking with them after reading some worrying reviews over here.