“Wish I could give zero stars.. We lost a great deal of money. Please read their terms and conditions carefully as they are different from the airlines.”
“I used to book my international trips with Southall but since last year their service has been terrible. I am refraining from booking with them and also asking my friends to avoid booking with them.
My flights got cancelled in Dec 2020 and they didn't offer me any alternative instead I was on my own to find alternative flight & desparate to fly back.
I was not wanting to put down negative review here but I asked for refund and we are 9 months down the line, still they haven't issued refund at all. They are still saying to follow up after 1 month. My other colleagues got flights cancelled in same time and their refund was issued long time back from same airline I travelled.
They seems to take advantage of situation and rip off extra money from customer who are stuck in facing worst issues with pandemic and offering them huge price difference in tickets.
Appreciate if you can look into my refund asap for invoice 4510963 , or even if you can arrange a refund voucher with airline that will still resolve my issue.”
“***AVOID AT ALL COSTS***
Rude, unfriendly customer service.
Covid flight cancellation refund due for the last 3 months and still no update from Southall.”
“Not helpful at all stil waiting for my refund from August 2020, just making stupid lame excuses I hope this company goes into administration very soon!”
“Booked flights which were cancelled due to PIA being suspended. Southall made no communication regarding the cancellation or the refund. I have had to call them to get updates. They have had my refund for over a week now and have not bothered contacting me. They have advised 14 days to process refund when I contacted them. I have used them a few times. You don't know how good a company is till there is an issue. I will definitely not be using southall again.”
“This company is the worst I have ever dealt with. They are quick to take your money, but when there is an issue they won't help you. They have taken a lot of money for a holiday which cannot happen now due to the coronavirus.
UK Foreign Office have advised against travel and the hotel and airline are willing to give me a refund. However, Southall Travel are not passing it on.
Each time I contact them, I repeat everything and they are giving me false information saying which contradicts what is on the websites of the airline and hotel.
Law states that they should give me a full refund within 2 weeks but they are not. They are telling me it will take 6-8 weeks for a credit not. THIS IS ILLEGAL.
They want me to use my travel insurance or credit card to get my money back, so they are off they hook. They know credit cards will get it back from the merchant acquirer (payment bank) and not Southall Travel, so they will keep our money.
They lie when you contact them. They tell me they will call or email back and they don't.
Finally, if you take a look at their public company records, the owners took £30M out of their company accounts last year. They live in a nice big house and are very rich, but they don't give their customers their money back. Shameful.
PLEASE AVOID AT ALL COSTS.”
“Rude, unprofessional and taking unlawful charges.
Southall Travel like all of its subsidiaries have their call centre staff based in India.
My fight was cancelled by the airline but Southall claimed I had to pay fees to have my cancelled ticket booked for a different date.
There is nothing in their terms and conditions about this.
Thankfully after contacting the airline carrier direct I had my ticket rescheduled at no extra charge.
I will never be buying with them again.”
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CJ Sutcliffe
4 reviews
Updated 4 days ago
Well what a hopeless scenario look at all the fake reviews popping up!!!
Well what a hopeless scenario. Like all the reviews on here I have also had no luck in moving forward with any kind of refund for my cancelled flight. Countless Emails and phone calls for the last month just keep going round and around in a loop.
The reality is the industry has gone into total melt down and with no new revenue stream are mostly going to go bust with huge debts picked up by the tax payer. Of course it will all be acceptable because its such an unusual scenario and most businesses are in the same boat..In 12 month's time or so there will be a string of new travel agents all wooing us back as if nothing ever happened!!! Now ive been bitten i wont be doing it again!
In the meantime dont hold your breath for any kind of refund...its unlikely to happen before travel trolley and southhall disappear before our very eyes.
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Jarrard
5 reviews
4 minutes ago
Almost left me stranded in the…
Almost left me stranded in the Philippines with no help or contact of any form, when they finally got back to you they said they tried to contact me and when asked for proof they ignored me completely. This left me £340 out of pocket.
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Kirsty Nourse
1 review
2 hours ago
Lesson learnt! I will always book direct with the airline from now on!
The worst part is the customer service! I feel that I don’t matter! It’s been almost 6 weeks and I am no closer to getting a refund! The airline have said they have refunded, so why can’t I get my refund from travel trolley? I can’t seem to get correct and trusting information! Always something different from them. I will never use a web based agency again! I shouldn’t have to beg for my hard earned money! I have now been told the refund will take 6 months!?!? I have asked numerous times how I will be refunded since the card I used to book is not valid anymore, no one has responded. I have no idea what is going on!!
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John
2 reviews
2 hours ago
£75 rip-off
Bad enough them being obstructive in giving full refunds but applying a £75 per person charge which was never stated on their T&Cs when purchased. An utter scam. I have reported them to the Competition and Markets Authority CMA. Google UK Gov CMA.
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Jo
2 reviews
3 hours ago
Flight refund - Travel Trolley
Booked flights through this terrible company last year, flying to New York in March this year with Virgin, obviously this was cancelled and no refunds are being offered even though Virgin say they offer refunds, never book through Travel Trolley again!!
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Gerry Canning
1 review
Updated 10 hours ago
Avoid at all costs
If I could have gave less than one star I certainly would have. I hope the directors and owners of this company are reading these. Awful company you are trying to capitalise in this terrible situation. Holding my money to ransom can’t get a refund unless I pay a fee which changes by the day. Complete crooks, do yourself a favour even if it’s cheaper with them avoid at all costs. Customer service is appalling the way you speak to customers is a disgrace. Travel Trolley and the other trading companies linked this will be remembered long after the pandemic passes you should be hanging your head in shame. PAY PEOPLE THERE REFUNDS!!
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Martin Chandler
81 reviews
14 hours ago
Breaking the law...
Breaking the law...
Booked 2 flights to NYC on Virgin which have been cancelled and Travel Trolley are breaking the law by trying to fob me off with a voucher even though Virgin are giving refunds.
Everyone will remember how travel companies have behaved during the virus...those who have acted illegally will not come out of this well at all
Disgrace
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Melissa
1 review
16 hours ago
3 months and no refund
I have been waiting for a refund since the 29th January (3 months!). I still have not received this despite numerous attempts at communication. I was originally told 6-8 weeks for my refund. It has been 3 months. It’s a lot of money to be without and I’m scared that the company is a scam and I’ll never receive the money back. I have sent numerous emails with no response. I called and was told they would speak to the air line and be in touch within 24 hours. I received no call. I called again and was this time asked a lot of questions about the booking, which they hadn’t previously. I was then told they will put the process through and I would receive the money within 14 days from now. This is a long time after the original 6-8 week guideline and I don’t understand how they are only just putting the refund through now. I have a lot of fear that I won’t receive this still and asked the customer service representative on the phone if they could email me to confirm that I will receive it in 14 days. I wanted written confirmation. I was told this wasn’t possible and I will receive an automated email once the refund has been processed. I asked again if they could just email me to confirm and was told no. It’s been such a stressful experience and it’s causing me a lot of anxiety. It’s a large amount of money to me and I really need it returned. The lack of response and assistance with this has been shocking.
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Gary Fletcher”
