Travel Trolley Reviews

Name: Travel Trolley
Rating: 1.46

1.5 Rating 384 Reviews

11 %

of reviewers recommend Travel Trolley

Company Reviews

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Metrics

1.5

Based on 384 reviews

Customer Service
Communication Channels	Email, Telephone, Live Chat
Queries Resolved In	Over A Week
Customer Service	1.3 out of 5
Returns & Refunds
Refunds Process	Difficult
Returns Process	Could Be Better

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Travel Trolley 1 star review on 24th April 2024

Anonymous

"What a truly awful company\r\n\r\n*Summary*\r\nCovid-related issues aside, TT are an unprofessional, disrespectful and plainly dishonest company.\r\nThey took almost 5 months, 30+ phonecalls and legal threats to refund our flights.\r\n\r\n*Tactics*\r\nThey employed a variety of tactics to avoid refunding us (and I'm really not being cynical). Some examples:\r\n* Refused to send through any written confirmation of the refund\r\n* Conflicting information (every representative seemed to say different things)\r\n* Noise interference on the line \/ Pretending to not hear me\r\n* Extreme rudeness\r\n* Just plain lies [we know, because my parents had an identical booking and were fed different answers!]\r\n* Failed promises to call back [we were called back just once, I believe]\r\n* Repeatedly promising it would be resolved in two weeks\r\n\r\nThey charged us a \u00a375pp 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 \u00a3150 was probably not a reasonable amount to charge for processing a refund.\r\n\r\n*Ticket didn't even work! Would have ruined our holiday*\r\nThey 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!\r\n\r\n*Conclusion*\r\nTT 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.\r\n\r\nThis is the first negative review I have written here (it really takes a lot to offend me).\r\n\r\nNote, I will not be leaving my booking reference (as I never want to hear from TT again), but my review is 100% genuine.\r\n\r\nTravel Trolley absolutely deserve this rating - the company is simply rotten to its core."

Travel Trolley 1 star review on 8th June 2022

Anonymous

Anonymous // 01/01/2019

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“Company said call back to me 14 days ago 3 times called hard to get hold of. Cancels my trip and not offering any help”

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Posted 4 years ago

“This company so far has been a shower of Sh.t to deal with.”

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Posted 4 years ago

“Uncontactable by phone. Very concerned.”

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Posted 4 years ago

“I booked for 6 months away so my wife could see her family in the Philippines. That was before Coronavirus. The Airline C/P first changed flight for going back to UK. By one day I thought ok it's only one day. Only a week 10 days later received that they Cancelled both of our flights. As I did not book directly with them they don't want to know. I wrote a e mail to T/T a week ago ,Given some ideas of flights that I could see available along with flight no's etc.I have not heard from them I have looked in junk mail nothing not even a message that they received and would get back to me in a timeline. When you phone it just rings or anoucment saying don't get in touch. I appreciate that there is a Big Big problem. . I have read many stories from passengers that have similar or worse problems. Message says to wait till 7 days before your due departure. So whey are some comments from people that are meant to be departing within a few days. I have just read a arrival on Google news from a reporter is trying to defend,the holiday industry on a whole as well as the airline's. As well I saw Martin Lewis saying the same thing give them support in stead of taking a refund book another flight to get you home. Well that is why I was quite happy for them to find another flight,as I said earlier I gave them days of travel and flight numbers.. But Sadly I don't think they care,they got your money. So far as they are concerned there job is done. By looking at other reviews I thnk iThey have just spat you out now. I'm less they treat there customers with respect and trust. There future bookings will get lower and lower,and it will be there fault and they will only have themselves to blame. Would I use T/T again NO would I recommend them again No. But I don't know but the whole industry should really what the world is going through. For example. The travel insurance agent that I spent over £800 is saying I must get back before,now unless they know something I don't know. THERE ARE NO FLIHTS AND AIRPORTS ARE CLOSED.. but still insist that insurance will expire and did not say anything to reassure us. Or give options. I phoned the British Embassy in Manila phone not awnsered. Phone UK for information and the phone ring over 30 mins without speaking to anyone. I then emailed the UK embessy in Manila 5 days ago again no mail no acknowledge to my e mail. So that is my experience of everyone that should be active in helping there citizens to get back to UK. I wish everyone reading this better luck than I'm having in trying to get back home where ever you are and stay safe.”

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Posted 4 years ago

“DO NOT USE. Had to cancel a flight due to Corona virus. The airline refunded them on 12th Mar 2020. They delayed sending a cheque to me until we were in lockdown. I had been chasing them for months before this. The cheque they sent bounced. I contacted again but they then use the excuse of Coronavirus so that they don't have to pay me until lockdown is over which could be months!!! The banks are open so they could make a same day transfer but are choosing not to. DISGUSTING behaviour!! If you get chance,p retweet the below so people can see how they treat their customers!! https://twitter.com/crazyfool1986/status/1243552225382842370?s=19”

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Posted 4 years ago

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Posted 4 years ago

“My flight was cancelled due the Corona Virus and Travel Trolley is refusing to refund me my money claiming that I was a NO SHOW, even though I have the parking ticket to prove that I went to the airport!!! Every time I call them, they keep giving me the runaround!!”

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Posted 4 years ago

“China Airlines cancelled my daughter and her friends flight to Taiwan (as you would expect). I found this information out on line as we weren't advised by Travel Trolley. TT is offering a credit note. I do not want a credit note. I want a refund, which the airline would give. They keep saying "as per the travel advisory only a credit note is due" What are they talking about? I will start legal proceedings if these aren't fully refunded. Will never ever use this company again. I would give no stars if that was an option.”

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Posted 4 years ago

“Was stuck in New Zealand with Coronavirus cancellations left, right and centre, and although TT were unable change my flight (since there was nothing going) they did try to help, and they were the ONLY people that picked up the phone (forget airlines or other agencies). They have a 24 hour contact centre. They are not a blue chip company, but I would use them again.”

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Posted 4 years ago

““ABSOLUTE DISGRACE!!! FCO saying unable to travel, however Travel Trolley won't give us a refund but if we had booked direct with Emirates we would have a got a full refund!! Soaking CustomerServices that you do not pick up the phone and the one call I did get he could wait to get off the line from a guy I could not understand. DO NOT BOOK WITH THESE.”

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Posted 4 years ago

“I am appalled at their lack of response to requests for a refund on cancelled flights I think they are not intending to pay anyone back . Time to complain to ABTA people”

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Posted 4 years ago

“I need a refund for our flights to Vietnam on 16/3/2020 which was cancelled and you wont answer the phone or reply to e mails stop taking our money for no service you are ATOL so get on with refunds”

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Posted 4 years ago

“As I'm writing this I'm waiting for them to pick up. I called them a couple days ago to see if could reschedule my flights for later in the year, I spoke to a fella named Brian who was really nice at first. He told me no problem, it will be a £125 payment for the change. No problem. Once I paid, I got a call back from him 5 minutes later asking for an extra £205 that the airline needs to change the date. Wasn't happy with this so asked for a refund for the £125 and the original payment for the flight if just over £500 pound. He said it will be 3 to 5 working days for the 125 and up to 10 weeks for the 500. Not had any emails to confirm any of this, still not received the 125. And I'm still on hold. Feel like I've been scammed. Don't use this company. Book with the airline next time. This isn't worth the hassle”

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Posted 4 years ago

“If I could give no stars I would have. Do not book with this company. No customer service and impossible to get a hold of anyone”

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Posted 4 years ago

“Nearly 2 months, not a penny refund. I feel they have got the money from the airline but refused to return to me! I booked a return ticket and the coming back flight has been cancelled by the airline. The airline (China Southern) has promised to refund all the flights during that time. If you booked the flight from the airline you would get the money very quickly but if you booked from the agent you should contact the agent to refund. So I contacted them about 2 months ago. At first, email replied to say let me wait 4 weeks, then another 2 weeks, then by the Monday 23 March, and now no response !!! What a joke!!!”

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Posted 4 years ago

“We understand these are difficult times with current crises but we are absolutely appalled , tried over 100 times today to contact, emailed, told 3-4 day’s to respond as it’s not urgent but they are stopping flights end of March and son will be stranded. He set off for a sabbatical so is not being paid for work for months, he s had 10 days break and has been anxiety ridden the last few days.why oh why can information not be made visible,up to date, clear.CEO says not to worry on website ,will honour,but can’t get hold of the to get him on a flight and flight costs are now doubled fora return, he just needs to get home and will the be faced by a 2 week quarantine that he will have to fund. I cannot track flight details so presumably they are cancelled it but no notification.”

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Posted 4 years ago

“We are stuck in Kenya, the last flight to Uk has left today. we contacted Travel Trolley since last week to change our bookings 4 day before the Government announcement of cancellation of all flights. Our children are in the Uk, we have no money, no medical cover my medicines are running out. We can't get them through the phones since last week. We contacted Kenya Airway since last week they told us they cannot change the booking because Travel Trolley has blocked our tickets. These people they are NOT humans at all. We are really disgusted with the way they are behaving.”

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Posted 4 years ago

“After a month+ of chasing them over coronavirus booking cancellation and getting ignored on emails and phone calls, they have now agreed for a "credit note" due to what the "airlines" are suggesting. Called emirates and been advised it's inappropriate of them to suggest this as emirates have nothing to do with the process if booked through travel trolley. Travel trolley are forcing a "credit note" down my throat when I never asked for it. Very very unprofessional. Booked with them 8 times before, no issues but when something goes wrong, 100s of issues! Stay well away. I would have had a refund 1 month ago from Emirates, have lost more then £2000 in tickets due to travel trolley. Such a poorly ran organization, taking advantage of the coronavirus to "reschedule" flights.”

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Posted 4 years ago

“Rubbish. They didn’t tell me that flights are cancelled. Their phone lines are poor. Not refunding as flights got cancelled. We didn’t asked them to cancel our flights, they have to take responsibility of our flights cancellation. We can’t reschedule according to their wish . Every airline is refunding. Ban this Travel trolley... Taking them to court”

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Posted 4 years ago

“Travel Trolley is part of Southall Travel. I called Emirates to reschedule flights due to the corona virus, Emirates told me there will be no charge. Travel Trolley charging me £365 to change the ticket. Ive asked for a refund but they're refusing to pay it. Im not panicking though if my full amount of £1400 is not returned Il be going to their office in London to get my money and if they dont refund it, it will cost them more than £1400. I suggest to all those being scammed by these heartless scamners to pay them a visit. Remember travel trolley and southall travel are the same outfit.”

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Posted 4 years ago

Travel Trolley is rated 1.5 based on 384 reviews