What a truly awful company *Summary* Covid-related issues aside, TT are an unprofessional, disrespectful and plainly dishonest company. They took almost 5 months, 30+ phonecalls and legal threats to refund our flights. *Tactics* They employed a variety of tactics to avoid refunding us (and I'm really not being cynical). Some examples: * Refused to send through any written confirmation of the refund * Conflicting information (every representative seemed to say different things) * Noise interference on the line / Pretending to not hear me * Extreme rudeness * Just plain lies [we know, because my parents had an identical booking and were fed different answers!] * Failed promises to call back [we were called back just once, I believe] * Repeatedly promising it would be resolved in two weeks They charged us a £75pp admin fee on the refund, as their T&Cs suggested they 'may charge an admin fee'. They later caved to public pressure and reversed these fees. I suspect it was legal pressure that forced their hand, as £150 was probably not a reasonable amount to charge for processing a refund. *Ticket didn't even work! Would have ruined our holiday* They also failed to book correctly in the first instance - issuing a ticket for which the booking reference didn't even work! It was lucky that I ended up speaking with BA, as they said the ticket did not even exist! As a result, TT had to re-issue the ticket. If we hadn't have checked in advance, we would have been refused entry at the airport! *Conclusion* TT can be slightly cheaper than booking direct (or using a reputable agent), but they are simply not worth it. Trust me. This wasn't a one-off bad experience with one representative. Every interaction we had with them was anxiety-inducing. After weeks of calls, I had to visit my GP who diagnosed me with clinical anxiety, and my wife had to continue conversations with TT. This was their tactic from the start - confuse, frustrate and stress out the customer so much that they give up or give in and accept a credit voucher instead. This is the first negative review I have written here (it really takes a lot to offend me). Note, I will not be leaving my booking reference (as I never want to hear from TT again), but my review is 100% genuine. Travel Trolley absolutely deserve this rating - the company is simply rotten to its core.